Spirit Casino - El depósito del jugador ha fallado.

Ladies and Gentlemen

I had an identical problem last year, back then with BetiBet and now with Spirit Casino - so I'm copying my text from back then.

I deposited €200 at the online casino 'Spirit Casino'. This was my first deposit at this casino. The deposit failed. I then tried again with €200. Unfortunately, this deposit also failed. The problem is that both deposits were deducted from my account.

Both in live chat and from support, I'm only given fobs with statements like "The transactions are still being processed on the payment provider's website.

We will keep you updated via email."

I've sent all the screenshots to support, but I'm afraid nothing further will happen.

Can you give me some advice on how I should/can proceed here?

Best regards

Sehr geehrte Damen und Herren,

ich hatte letztes Jahr ein identes Problem, damals bei BetiBet und heute bei Spirit Casino - deshalb kopiere ich meinen Text von damals.

ich habe bei dem online Casino 'Spirit Casino' 200€ eingezahlt. Das war meine erste Einzahlung bei diesem Casino. Die Einzahlung ist fehlgeschlagen. Danach habe ich es erneut mit 200€ versucht. Auch diese Einzahlung ist leider fehlgeschlagen. Das Problem ist jedoch, dass beide Einzahlungen von meinem Konto abgezogen wurden.

Sowohl im Live-Chat, als auch vom Support werde ich nur vertröstet mit Aussagen wie "Die Transaktionen werden auf der Seite des Zahlungsanbieters noch bearbeitet.

Wir werden Sie per E-Mail auf dem Laufenden halten."

Ich habe dem Support alle Screenshots zukommen lassen, jedoch habe ich Angst, dass hier nichts weiter passieren wird.

Können Sie mir Ratschläge geben, wie ich hier weiter vorgehen soll/kann?

Mit freundlichen Grüßen

Dear player,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Can you please specify the dates when you made the deposits?

If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate, but bear in mind, that it’s a complicated process that takes approximately one month. In these cases, the casino usually has its hands tied. 

I’m sorry that we couldn’t be of much help at this time. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding. 

Best regards, 

Natalia

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Dear Natalia,

This is the same deposit method as previous deposits on this site, which worked without any problems.

In my last complaint to the other casino mentioned above, the casino itself was able to resolve the issue they encountered.

Do you have any contact information for this casino? Unfortunately, the chatbot keeps repeating itself and isn't helpful.

Best regards

Liebe Natalia,

es handelt sich um die gleiche Einzahlungsmethode wie bei vorherigen Einzahlungen auf dieser Seite, die problemlos funktioniert haben.

Bei meiner letzten Beschwerde an das oben genannte andere Casino konnte das Casino selbst das bei ihnen entstandene Problem beheben.

Haben Sie eventuell Kontaktdaten von diesem Casino? Der Chatbot wiederholt sich leider immer wieder und ist nicht hilfreich.

Liebe Grüße

Dear player, can you please specify the dates when you made the deposits that were not credited to your account?

Dear player, do you have any updates? As mentioned before, we usually wait one month before intervening in such cases. I understand how frustrating this may be for you, but the payment provider needs to conduct their own investigation. If the funds didn't reach your casino account, they should be returned to your bank account. That said, I will keep your complaint open for 3 more weeks to make it a full month since your deposits, and I will await updates from you. If nothing happens within 3 weeks, we will intervene immediately.

Thank you very much for your understanding.

Best regards,

Natalia

Dear all,

The money was refunded to my bank account today.

Thanks so much

Liebe Alle,

das Geld wurde heute auf mein Bankkonto zurückgebucht.

Vielen lieben Dank

Dear player,

I'm glad to hear that your funds were ultimately refunded to you. I'll go ahead and mark the complaint as 'resolved' in our system. I appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Natalia

Casino.Guru