HeyCasino! - El depósito del jugador nunca ha sido acreditado en su cuenta.

Hello, I deposited €100 at HeyCasino last week! Before that I had already deposited 300-400€! The €100 immediately left my bank account but never arrived in my player account! My bank said the transfer went out immediately after my confirmation by tan! I wrote to the casino more specialist! Unfortunately without success! They don't have live chat, unfortunately nobody answers emails!

In the attachment I pack 2 pictures of the transfer

Hallo ich habe letze Woche, 100€ bei HeyCasino eingezahlt! Vorher hatte ich schon 300-400€ eingezahlt! Die 100€ sind sofort von meinem Bankkonto abgegangen aber niemals auf meinen Spieler Konto angekommen! Meine Bank meinte die Überweisung ist sofort nach meiner Bestätigung per Tan raus gegangen! Ich habe das Casino mehr Fach angeschrieben! Leider ohne Erfolg! Sie haben kein Live Chat, per Mail antwortet leider niemand!

Im Anhang packe ich mal 2 Bilder von der Überweisung

Dear Jannik4396,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. In such cases where a deposit has never been credited to the player‘s casino account, we usually recommend contacting the payment provider. Since you’ve already done that, would you be so kind as to forward any relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.

If there is an official statement such as an email or a letter regarding this situation from your bank, please forward it as well.

Thank you in advance for your reply.

Best regards,

Kristina

Hello, so the money was debited from my bank as normal using the tan procedure! With the payment provider from the casino I wrote an email is attached. I haven't heard anything from the casino side about this.

Kind regards

Jannik S***

ps can't upload the picture

Hallo also von meiner Bank wurde das Geld ganz normal abgebucht per Tan Verfahren! Mit dem Zahlungsanbieter vom Casino habe geschrieben email ist im Anhang. Von der Casino Seite habe ich diesbezüglich nix gehört.

Mfg

Jannik S***

ps kann das Bild nicht hochladen

Thank you for your reply, Jannik4396. If you are not able to upload evidence here, feel free to forward everything to my email address (kristina.s@casino.guru) so we can gather as much information as possible. Thank you in advance.

Done, I sent the casino another email asking them to transfer my money back!

Erledigt, habe das Casino nochmal per Mail aufgefordert mein Geld zurück zu überweisen!

Thank you very much Jannik4396 for your cooperation so far. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Jannik4396,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite HeyCasino! to join the conversation and to participate in the resolution of this complaint.

Dear HeyCasino!,

Can you provide any further insight into what may have happened with the player's deposit?

Dear Jannik4396,

I have not yet received any response from the casino, I will attempt to contact them once more. In the meantime, please let me know of any developments.

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

No, I haven't heard anything yet and unfortunately I haven't received my money from the casino

Nein ich habe bis jetzt nix gehört und mein Geld auch leider noch nicht erhalten von Casino

Hello Jannik4396,

Has there been any further development regarding your deposit?

No unfortunately nothing

Nein leider gar nix

Hello Jannik4396,

I am now awaiting a response from the casino via skype and will post any update I receive.

I gave the casino a deadline of April 30th to refund me the money, otherwise I'll hand it over to my lawyer.

Ich hab dem Casino eine Frist gesetzt bis zum 30.4 mir das Geld zurück zu erstatten, ansonsten übergebe ich es meinem Anwalt.

And what does the casino say? Can not understand how the good rating comes about with you ....

Und was sagt das Casino ? Kann gar nicht verstehen wie die gute Bewertung bei euch zustande kommt….

Hello Jannik4396,

There has been no response from the casino so far. If there is still no response upon the timer's expiry, I would then recommend you to contact the casino's licensing authority, Gaming Curacao, and submit a complaint to them.

They can be contacted here: info@gaming-curacao.com

Yes, that doesn't help either, just please adjust the rating on your page! So that more people don't make the same mistake...

Ja das bringt doch auch nix, Einfach bitte Bewertung bei euch auf der Seite anpassen! Damit nicht noch mehr Leute den selben Fehler machen…..

Dear Jannik4396,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be done without cooperation from its side.

I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

In the meantime, I recommend you to contact the casino's licensing authority, Gaming Curacao, as mentioned previously. It's not the best licensing authority but it may have options and tools to help players. Let me know how they replied (adam.m@casino.guru).

I wish I could have been of more help.

Best regards,

Adam