Bet-nox Casino - プレイヤーの入金がカジノアカウントに入金されません。

Good day,

On 04.08.2023, I made a payment of 50€ to the above-mentioned casino via Instant Bank Transfer. The amount was immediately withdrawn from my bank account through a real-time transfer.

However, the amount was not credited to my casino balance. Consequently, I contacted the Live Chat, who in turn directed me to the financial department via email.

On the morning of 05.08.2023, I received a reply asking for screenshots of the transaction, which I promptly sent.

Since then, I have not received further responses from the casino.

I am not interested in continuing to play in this casino and am demanding an immediate refund of my deposited money back to my bank account.

I'm hoping for a prompt resolution.

Guten Tag,

Am 04.08.2023 zahlte ich bei o.g. Casino 50€ per Instant Banktransfer ein, das Geld wurde direkt von meinem Bankkonto abgezogen per Echtzeitüberweisung.

Allerdings wurde das Geld meinem Casinoguthaben nicht gutgeschrieben , anschließend kontaktierte ich den Livechat, welcher mich an die Finanzabteilung per E-Mail verwies.

Am 05.08.2023 erhielt ich dann morgens eine Antwort, mit der Bitte um Screenshots der Transaktion, die ich umgehend verschickte.

Seitdem habe ich keine weitere Antwort des Casinos bekommen.

Ich bin auch nicht weiter interessiert in diesem Casino zu spielen und fordere mein eingezahltes Geld umgehend zurück auf mein Bankkonto.

Ich hoffe auf eine schnelle Klärung.

Dear cymba889,

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 deposits have 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, the casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.

If the money got lost during the transaction, it’s going to take some time before it’ll be located and refunded back to your bank account or credited to your casino account.

Could you please advise if it was your first deposit in this casino? Please forward your payment receipt along with any relevant communication 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 

Good day,

The money has been successfully debited from my bank account, this was also confirmed to me by my bank.

It was my first deposit at this casino.

I blame the casino in this case, at least the casino should cooperate with me, but I don't get any further information from the casino at all.

Guten Tag,

Das Geld ist von meinem Bankkonto erfolgreich abgebucht wurden , dies wurde mir von meiner Bank auch so bestätigt. 

Es handelte sich um meine erste Einzahlung in diesem Casino. 

Ich sehe die Schuld in diesem Fall bei dem Casino , zumindest sollte das Casino koorperativ mit mir zusammenarbeiten, aber ich erhalte überhaupt keine weiteren Infos vom Casino.

I completely empathize with your frustration, cymba889. As I mentioned previously, the process of locating and refunding your funds to your bank account or crediting them to your casino account may take some time. In order to give the casino sufficient opportunity to investigate and resolve the issue, I will extend the timeline for an additional 25 days, making it a full month. If no progress is made by then, we will step in and intervene. Let's remain optimistic and anticipate positive news regarding your deposited funds. Thank you for your patience and understanding in advance.

The complaint can be closed, the money has been credited to me.

Thanks very much

Die Beschwerde kann geschlossen werden, das Geld wurde mir gutgeschrieben.

vielen Dank

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, cymba889, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru