Loki Casino - El depósito del jugador nunca ha sido acreditado en su cuenta.

On June 18, 2020 I paid 10 euros via neosurf. The money has not yet been credited to my account. I now ask customer service every day. The payment could be seen, it was still outstanding. The case was forwarded and I only get the information every time, they will send me an email as soon as they have solved the problem. There is nothing more to say about it. At that time, the money was immediately withdrawn from neosurf.

Am 18.06.2020 habe ich über neosurf 10 Euro eingezahlt. Das Geld wurde meinem Konto bis heute nicht gutgeschrieben. Ich frage inzwischen täglich beim Kundenservice nach. Man habe könne die Zahlung sehen, sie sei noch ausstehend. Der Fall wurde weitergeleitet und ich bekomme jedesmal nur die Auskunft, man wird mir eine Mail schicken,sobald sie das Problem gelöst haben. Mehr hat man dazu nicht zu sagen. Bei neosurf wurde das Geld damals umgehend abgebucht.

Dear Stephie,

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.

Could you please advise if you have contacted your payment provider already? If there’s any relevant communication, please forward it 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

According to neosurf, the payment was passed on to their casino. I have now sent another request to neosurf with the request to check the payment process again using the booking vouchers and, if necessary, to also document the outgoing payment using this.

Thank you for taking care of the matter. The customer center could have said this exactly, instead of always saying we are solving the problem, please wait.

Kind regards

Stephanie ***

Laut neosurf sei die Zahlung an ihr Casino weitergegeben worden. Ich habe jetzt erneut eine Anfrage an neosurf gestellt,mit der Bitte den Zahlungsverlauf nochmals anhand der Buchungsbelege zu prüfen und ggf. anhand dieser auch den Zahlungsausgang zu belegen.

Danke, dass sich um die Angelegenheit kümmern. Das Kundencenter hätte das genau so mitteilen können, statt immer zu sagen, wir sind an der Lösung des Problems, warten sie bitte.

MfG

Stephanie ***

Dear Stephie,

Let’s allow some more time to casino and the payment provider to investigate. I will set the timer by 14 days and if there’s no development, we will intervene. Please keep me updated. Thank you in advance.

Hello Petronela,

with pleasure. I have to thank.

Incidentally, Neosurfs did not yet respond to my request.

Have a nice weekend.

Hallo Petronela,

gerne. Ich habe zu Danken.

Von Seiten Neosurfs kam übrigens noch keine Reaktion auf meine Anfrage.

Ein schönes Wochenende noch.

Thank you Stephie for the update. Let's wait a bit longer, if there's no development in the following two weeks, we will intervene.

Dear Stephie,

Have you received your deposit? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

Yes, the payment has been received. As an excuse for the long wait, I also got 20 free spins. However, they were also bound to a deposit of 20 euros. 🤨 Since my 10, - but have copied a lot, I will not have much of the free spins.🙈 I only hope now that the payout works better than my deposit.😳

Thanks again for the support. Alone, I probably would not have been so successful in the matter.

Ja, die Zahlung ist eingegangen. Als Entschuldigung für das lange Warten bekam ich zusätzlich noch 20 Freispiele. Die allerdings auch wieder an eine Einzahlung von 20 Euro gebunden waren. 🤨 Da sich meine 10,- aber doch reichlich vervielfältigt haben, werde ich von den Freispielen nicht viel haben.🙈 Ich hoffe jetzt nur, die Auszahlung klappt besser, als meine Einzahlung.😳

Danke nochmal für die Unterstützung. Alleine wäre ich in der Angelegenheit wahrscheinlich nicht so erfolgreich gewesen.

Thank you very much, Stephie, for the update. Do I understand it correctly that your problem has been resolved? Do I have your permission to close this complaint or there’s anything else we could help you with? Thank you in advance for your reply.

Dear Stephie,

Have you received your winnings? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

Even if we assumed that the issue has been resolved, without a confirmation from the player, we were forced to reject this complaint.