5Bonuses Casino - Al jugador se le cobró incorrectamente.

They charged my card 20 euros, but only 10 euros were deposited into my account. I sent an email to the finance department as instructed by support, but I haven't received any response.

ΜΕ ΧΡΕΩΣΑΝΕ ΣΤΗ ΚΑΡΤΑ 20ΕΥΡΩ ΚΑΙ ΚΑΤΑΤΕΘΗΚΑΝ ΣΤΟ ΛΟΓΑΡΙΑΣΜΟ 10ΕΥΡΩ. ΕΣΤΕΙΛΑ ΜΕΙΛ ΣΤΟ ΟΙΚΟΝΟΜΙΚΟ ΤΜΗΜΑ ΟΠΩΣ ΜΟΥ ΕΙΠΑΝ ΑΠΟ ΤΗΝ ΥΠΟΣΤΗΡΙΞΗ ΚΑΙ ΔΕΝ ΕΧΩ ΛΑΒΕΙ ΚΑΜΙΑ ΑΠΑΝΤΗΣΗ.

Dear coolies,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

I would like to warn you, that if your deposit has never been credited to your casino account or deposited less that it should have, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process which takes approximately one month. In these cases, casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.

If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Nick

I WANT THE MONEY BACK TO MY CARD. BEFORE MAKING THE COMPLAINT AND WHILE I SENT THEM AN EMAIL ABOUT WHAT HAPPENED I HAD NOT RECEIVED ANY REPLY WHEN I COMPLAINTED TO YOU THEY REPLYED ME AND TOLD ME THAT THEY HAD CREDITED THE 10 EUROS TO THE ACCOUNT MY.

I ASK THEM TO RETURN THE 10 EUROS TO MY CARD.

ΘΕΛΩ ΝΑ ΕΠΙΣΤΡΕΨΟΥΝ ΤΑ ΧΡΗΜΑΤΑ ΣΤΗΝ ΚΑΡΤΑ ΜΟΥ. ΕΝΩ ΠΡΙΝ ΚΑΝΩ ΤΟ ΠΑΡΑΠΟΝΟ ΚΑΙ ΕΝΩ ΤΟΥΣ ΕΧΩ ΣΤΕΙΛΕΙ ΜΕΙΛ ΜΕ ΑΥΤΟ ΠΟΥ ΕΓΙΝΕ ΔΕΝ ΕΙΧΑ ΠΑΡΕΙ ΚΑΜΙΑ ΑΠΑΝΤΗΣΗ ΟΤΑΝΕΚΑΝΑ ΤΟ ΠΑΡΑΠΟΝΟ ΣΕ ΣΑΣ ΔΙΑ ΜΑΓΕΙΑΣ ΜΟΥ ΑΠΑΝΤΗΣΑΝ ΚΑΙ ΜΟΥ ΕΙΠΑΝ ΟΤΙ ΕΧΟΥΝ ΠΙΣΤΩΣΕΙ ΤΑ 10 ΕΥΡΩ ΣΤΟΝ ΛΟΓΑΡΙΑΣΜΟ ΜΟΥ.

ΕΓΩ ΖΗΤΑΩ ΝΑ ΜΟΥ ΕΠΙΣΤΡΕΨΟΥΝ ΤΑ 10 ΕΥΡΩ ΣΤΗΝ ΚΑΡΤΑ ΜΟΥ.

Dear coolies,

Please forward both deposit history from your card and from your casino account to nikolas.b@casino.guru.

I sent what you told me

τα εστειλα αυτα που μου ειπατε

I am waiting for your answer??

περιμενω καποια απαντηση σας??

Dear coolies,

Why does your card statement state that it is still pending?

I WILL REPLY YOU IN 2 DAYS

ΘΑ ΣΑΣ ΑΠΑΝΤΗΣΩ ΣΕ 2 ΗΜΕΡΕΣ

I finally spent the 10 euros they put in my account and I won 80, they asked me for the documents to verify the account so that I can withdraw them, I sent them here for 3 days and I have not received any response. when I try to contact the live chat there is no one there, I send them an email and I don't get any reply.

επεξα τελικα τα 10 ευρω που μου βαλαν στο λογαριασμο και κερδισα 80,μου ζητησαν τα εγγραφα για επαληθευση του λογαρασμου ωστε να μπορω να κανω αναληψη τους τα εστειλα εδω και 3 μερες και δεν εχω παρει καμια απαντηση. οταν προσπαθω να επικοινωνησω στο live chat δεν ειναι κανεις εκει, τους στελνω μειλ και δεν περνω καμια απαντηση.

Dear coolies,

Please note that we recommend 14 days for any withdrawal and verification to be processed. Please let us know in case it would take longer.

ok

Οκ

Dear coolies,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

since you told me to wait

I told you that I have sent them all the documents and they are not certifying my account on purpose

αφου μου ειπατε να περιμενω

σας ειπα οτι τους εχω στειλει ολα τα εγγραφα και δεν μου πιστοποιουν το λογαριασμο εσκεμενα

14 days have passed and they are not certifying my account

περαδαν οι 14 μερες και δεν μου πιστοποιουν το λογαριασμο

WILL SOMEONE ANSWER?

ΘΑ ΑΠΑΝΤΗΣΕΙ ΚΑΠΟΙΟΣ?

Thank you coolies for all the information provided. I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

will someone answer me?

θα μου απαντησει καποιος?

WHAT'S UP WITH THE SUBJECT???

ΤΙ ΓΙΝΕΤΑΙ ΜΕ ΤΟ ΘΕΜΑ???

Will you answer? Was he kidding me??

Θα απαντήσετε? Με κορόιδευε τε??

Hello, coolies,

I am sorry to hear about your trouble and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible. However, please note this is not a live chat, and it may take some time until any of the involved parties reply. More posts will not speed the process up at all.

Thank you for your patience and understanding.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear 5Bonuses Casino team,

Could you please look into the player's issue and provide us with a detailed explanation of the situation? What all happened there regarding his deposit, whether it was completely solved, and instructions on how he can complete the KYC and/or withdraw his winnings?

If I understand the situation correctly, the player received less funds than actually deposited to the casino, then the casino credited him the rest (another €10) to his balance, and he played and managed to win €80 - correct? If I overlooked anything, feel free to clarify it in detail. If that is everything that happened, let's focus on the user's KYC/verification and a withdrawal of his balance.

Will they answer what they are doing???

Θα απαντήσουν τι κάνουν???

MR BRANISLAV TAKE A SEAT THEY DON'T ANSWER

ΚΥΡΙΕ BRANISLAV ΠΑΡΤΕ ΘΕΣΗ ΑΥΤΟΙ ΔΕΝ ΑΠΑΝΤΑΝΕ

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

MY BANK TOLD ME THAT MY CARD DETAILS HAVE BEEN LEAKED AND THE TRANSACTION WAS MADE FROM AMERICA.

CAN YOU MR BRANNISLAV CHECK THEM IF THEY HAVE ANYTHING TO DO WITH THIS?

ΑΠΟ ΤΗΝ ΤΡΑΠΕΖΑ ΜΟΥ ΕΙΠΑΝ ΟΤΙ ΕΧΟΥΝ ΔΙΑΡΡΕΥΣΕΙ ΤΑ ΣΤΟΙΧΕΙΑ ΤΗΣ ΚΑΡΤΑΣ ΜΟΥ ΚΑΙ Η ΣΥΝΑΛΛΑΓΗ ΕΓΙΝΕ ΑΠΟ ΑΜΕΡΙΚΗ.

ΜΠΟΡΕΙΤΕ ΚΥΡΙΕ BRANNISLAV ΝΑ ΤΟΥΣ ΕΛΕΓΞΕΤΕ ΑΝ ΕΧΟΥΝ ΚΑΠΟΙΑ ΣΧΕΣΗ ΜΕ ΑΥΤΟ?

We are still waiting for their response, coolies.

Thank you for your patience and understanding.

Dear coolies,

Unfortunately, since we have not received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

As for your last post and leaked payment method details - it would be likely very difficult or impossible to prove that your data leaked through this casino, while it could have leaked through a completely different way. Therefore, if you cannot identify the payment on your payment method, I strongly recommend you contact your payment method provider/your bank and ask them about options on how to solve it. Within some specific standard time frame, it should be possible to reverse the payment, depending on a particular transaction.

In case of any questions or news/updates, do not hesitate to contact me at branislav.b@casino.guru.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.

Best regards,

Branislav, Casino.Guru