Fresh Casino - El depósito del jugador no ha sido acreditado.

On June 18, 2024, I deposited 50 Euros via bank transfer (the booking date at my bank was June 19, 2024). The payment service provider is Libersave.

According to the casino, the money did not arrive and it was supposed to be automatically returned to me after 5 business days. This, of course, did not happen.

I then submitted the confirmation of the transfer and all transactions since the payment, proving that the money was not refunded.

The casino referred me to my bank.

My bank informed me both over the phone and in writing that the transfer was debited and not refunded.

An official inquiry application would cost me 12.50 Euros or 40 Euros.

The casino does not consider itself responsible.

This is the first time I have had problems with a deposit.

What can I do?

Ich habe am 18.06.24 50 Euro per Bank Transfer eingezahlt (Buchunngsdatum bei meiner Bank 19.06.24). Zahlungsdienstleister ist Libersave.

Lt Casino ist das Geld nicht angekommen, es sollte automatisch nach 5 Werktagen am mich zurück gehen. Das ist natürlich nicht passiert.

Darauf hin habe die die Bestätigung der Überweisung und alle Buchungen ab Zahlung eingereicht, damit auch ersichtlich ist, dass das Geld nicht zurück gebucht wurde.

Das Casino verweist mich an meine Bank.

Diese hat mir telefonisch und auch schriftlich mitgeteilt dass die Überweisung abgebucht und nicht zurück gebucht wurde.

Ein offizieller Nachforschungsantrag würde mich 12,50 Euro bzw. 40 Euro kosten.

Das Casino fühlt sich nicht zuständig.

Das ist das erste mal dass ich Probleme mit einer Einzahlung habe.

Was kann ich tun?

Dear Diediem,

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.

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

Dear Diediem,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.