Zinkra Casino - El jugador tiene dificultades para acceder a la cuenta del casino.

Money of 20 euros was paid in via Trustly, which I can't access. I paid in 20 euros and then I emailed my place of birth, place of birth and phone number. A verification email came up that I couldn't confirm, after which I wanted to log in to gamble away the money but see there as soon as I press log in Trustly opens and I have no way to get into my account. I've had a problem with a similar casino principle where you can gamble away the deposited money directly... who thinks I just want mine money back please help asap

Es wurde Geld von 20 euro über Trustly eingezahlt auf das ich nicht drauf greifen kann ich habe 20 euro eingezahlt und hab dann email wohnort geburtsort und telefonnrm eingeben darauf hin kam eine verifizierungsmail die ich nicht bestätigen konnte danach wollte ich mich einloggen um das Geld zu verspielen aber sehe da sobald ich auf einloggen drücke öffnet sich Trustly und ich habe keine möglichkeit in mein account reinzukommen ich hab schon einmal so ein problem mit einem ähnlich casino prinzip gehabt wo man direkt das eingezahlene geld verspielen kann...wers glaubt ich möchte nur mein geld zurück bitte um hilfe asap

Dear helfdee,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you played any of your deposited funds or your account was never accessible at all? Have you completed any account verification or sent any documents were requested from you?

Furthermore, if there’s any relevant communication, please forward it along with the payment receipt to petronela.k@casino.guru.

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

So I'm on the site, because Stande then deposit via trustly I then made 20 euros, everything worked out, the money was withdrawn from the account and then I was forwarded that I enter my email Nationality Place of Birth Date of Birth Tele: to complete my account. Everything was filled out correctly, then I received an email with verify, I clicked on it and then the page opened with my account not being verifiable. I then contacted support, who sent the pictures and described the problem, unfortunately, support couldn't help me either, so "was forwarded" exactly, so I could never access my account or see the money I paid in, support said they couldn't See error why I can not access my account please refund money.

Also ich bin auf die Seite, da Stande dann einzahlen über trustly das habe ich dann gemacht 20euro des hat alles geklappt das Geld wurde abgehoben vom Konto und dann wurde ich weitergeleitet das ich meine email Staatsangehörigkeit Geburtsort Geburtsdatum Tele: eingebe um mein Account zu vervollständigen. Das wurde alles korrekt ausgefüllt darauf bekam ich eine email mit verifizieren dadrauf habe ich gedrückt und dann hat sich die Seite geöffnet mit das mein Account nicht verifizierbar war. Darauflhin habe ich mich beim Support gemeldet denen die Bilder geschickt das Problem geschildert leider konnte man mir im Support auch nicht weiterhelfen daraufhin „wurde weitergeleitet" genau also ich konnte nie auf mein Account zugreifen oder das Geld sehen das ich eingezahlt der Support meinte sie können kein Fehler sehen wieso ich nicht auf mein Account greifen kann bitte um Geld Rückerstattung.

I see. Could you please forward your payment receipt? Thank you very much in advance.

Thank you very much, helfdee, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello, helfdee,

I am sorry to hear about your negative experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Zinkra Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Zinkra Casino Team,

Could you please state the reason why the player is not able to access the account? Where could the problem be? Can you please help us with resolving this issue? Will the player's balance be returned to the used payment method?

Thank you in advance for providing the information.

Hi Helfdee,

This is Chris from Zinkra Casino.

I just recived this info:

"The player registerred with PaynPlay and deposited with Trustly, since Trustly have stopped PnP for Germany under the MGA license the player just need to request a new password in order to reactivate the account under the normal regustration site. A email was sent out in regards to this on the 3rd of march informing all affected players."

Thank you very much, helfdee, for providing all the necessary information. I will now transfer your complaint to Branislav (@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Best regards,

/Chris

Greetings all,

Thank you, Chris, for providing the explanation.

Dear Helfdee,

Can you please confirm that you received the mentioned email and followed the instructions? Were you able to resolve your problem?

We are looking forward to hearing from you soon.

Hey thanks for the answer, unfortunately I didn't get any emails, the only thing I got was the registration and the message from support and there was only what I discussed with the live chat

Hey danke fürs antworten ich habe leider keine email gekommen das einzige was ich bekommen habe war die Anmeldung und die Nachricht von Support und da war nur das drin was ich auch mit dem live Chat besprochen habe

Ok great thanks for the reply the password was successfully reset and I was able to log in 👍🏽 Account can be used! Thanks casinoguru team!🙂

Okay super danke für die Antwort das Passwort wurde erfolgreich zurückgesetzt und ich konnte mich einloggen 👍🏽 Konto kann benutzt werden! Danke casinoguru Team!🙂

Hi helfdee,

I am glad to hear everyhting worked out great for you. Just let me know if there are any more questions or so. Then you can get my email from Casino.guru and we can have a direct communication.

Have a great week ahead all of you. 🙂

Regards,

/Chris

Greetings all,

Great news, helfdee! Thank you for confirming and for using the Casino Guru complaint resolution centre. I am very glad you are able to log in again. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Thank you, too, Chris and Zinkra Casino, for providing information and for your cooperation.

Best regards,

Branislav, Casino.guru