Pelican Casino - El depósito del jugador está retrasado.

I deposited money three days ago using the Instant Sepa payment method through the service provider Zinzy or something similar. To this day, my money isn't in my player account. I can only reach the bot via live chat. Now my chat has been closed, and I have no way to reach an agent.

Ich habe vor 3 Tagen Geld eingezahlt mit der Zahlungsmethode Instandsepa über den Dienstanbieter Zinzy oder so ähnlich. Bis heute ist mein Geld nicht auf meinem Spielerkonto. LiveChat erreiche ich nur den Bot. Nun wurde mein Chat geschlossen und habe keine Möglichkeit weiter im Chat einen Agenten zu erreichen.

Dear svenhofman,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you’re experiencing.

If your deposit has never been credited to your casino account, the only thing I can recommend is contacting your payment provider to start an investigation. Please keep in mind that this process can be complex and may take up to a month. In such cases, the casino’s ability to intervene is often limited.

I’m sorry that we can’t provide more immediate assistance at this time. However, I will leave this complaint open for a month, and I kindly ask you to keep us updated on any progress.

Thank you for your understanding.

Best regards,

Kristina

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Thanks for the feedback. I can't get the money back. I would resolve the issue with the casino, but they haven't responded to emails or live chat because they blocked me there, and I don't know why they blocked me from live chat because it was always just the bot trying to connect me with an agent, but it never worked.

Danke für die Rückmeldung. Ich kann das Geld nicht zurückholen. Würde das Problem mit dem Casino klären aber die Antworten nicht auf mails oder im LiveChat weil die mich dort gesperrt haben und ich weiß nicht wieso die mich im LiveChat gesperrt haben weil es war immer nur der Bot der mich mit einem Agenten verbinden wollte aber nie geklappt hat

Thank you very much for your reply. Please note that I recommended contacting the payment provider. Have you already followed this suggestion?

Dear svenhofman,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Kristina
Casino.Guru