Wettenlive Casino - El depósito del jugador no se ha acreditado correctamente.

I'm having trouble with a deposit I made, where the money was not properly credited or returned.

They keep making excuses and telling me to wait.

They claim that the deposit was cancelled, but this is not true! It was confirmed to me through email and by post from Skrill that they have received the deposit.

Ich habe Schwierigkeiten mit einer getätigten Einzahlung, bei der das Geld nicht ordnungsgemäß gutgeschrieben wurde bzw. wieder zurück überwiesen.

Die haben Ständig ausreden und ich soll warten.

Die behaupten, dass die Einzahlung storniert wurde, was aber nicht stimmt! Wurde mir per Mail und schriftlich per Post von Skrill bestätigt, dass Sie die Einzahlung erhalten haben.

Dear Sulito1988, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 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, 

Veronika

Dear Sulito1988,

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.

Hello, the money has still not been refunded or credited!!!!

Hallo, das Geld wurde immer noch nicht zurückerstattet Bzw Gutgeschrieben!!!!

Thank you very much, Sulito1988, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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 in the near future.

Hello there,

Thank you Sulito1988 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Wettenlive Casino for their help in resolving this complaint. We would like to know why were the player's deposits not accredited to the account and what can we do to help resolve this issue.

Thank you!

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

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might 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 contact the Gaming Curacao Authority (complaint@gaming-curacao.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter