Casino Heroes - El depósito del jugador nunca se ha acreditado en su cuenta de casino.

I made a deposit of 50 euros on December 21, 2020 via trustly, the money was debited on the same day (value date). To date, the amount of 50 euros has not been credited to my gaming account or transferred back to me. The support constantly replies that it has been forwarded to the responsible office and that I have to wait. There is someone else who has been waiting for his deposit to be credited since December 16, 2020. The suspicion is obvious that it is fraud and misappropriation of foreign money. This casino shouldn't be recommended.

I hope I will get help here and finally get my money.

Mfg Özkan

Ich habe am 21.12.20 eine Einzahlung in Höhe von 50 Euro getätigt via trustly, das Geld wurde am selben Tag belastet(Wertstellung). Bis heute wurde mir der Betrag von 50 Euro nicht auf mein Spielkonto gutgeschrieben oder zurücküberwiesen. Der Support antwortet ständig dass es an die zuständige Stelle weitergeleitet wurde und ich warten muss. Es gibt noch jemand anderes dieser wartet seit dem 16.12.20 auf Gutschrift seiner Einzahlung. Der Verdacht liegt nahe dass es sich um Betrug und unterschlagung von fremden Geldern handelt. Dieses Casino sollte nicht empfohlen werden.

Ich hoffe mir wird hier geholfen und bekomme mein Geld endlich.

Mfg Özkan

Dear Özkan,

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, 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.

Could you please advise if you have contacted your payment provider already? If there’s any relevant communication, please forward it along with the payment receipt to petronela.k@casino.guru.

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

Best regards,

Petronela 

Additional comments from the player:

"Dear Mr. Petronela,

the casino closed on December 31. The money is credited to the gaming account after I have submitted a complaint to you.

So this case can be closed, but it took 10 days before I could play.

Kind regards

Özkan *** "

Additional comments from the player:

"Sehr geehrter Herr Petronela,

das Casino hat am 31.12. das Geld nachdem ich bei Ihnen Beschwerde eingereicht habe auf das Spielkonto gutgeschrieben.

Somit kann dieser Fall geschlossen werden, jedoch dauerte es 10 Tage bis ich spielen konnte.

Mfg

Özkan ***"

As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thank you very much, Özkan, for your confirmation and please don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Wish you all the best for the new year 2021 😊

Best regards,

Petronela

Casino.Guru