CosmicSlot Casino - プレイヤーの預金が失われたようです

Today I made various deposits via bank transfer to cosmicslot (altaprime ltd).

With one of these payments, there was an error message after entering the tan.

However, the €60 was deducted from my account.

The support has screenshots of the bank transfer with all relevant data.

The only answer I got from support was:

"Your deposit of 60 euros has not been successfully credited to your account.

Please check your refund or contact your bank."

In the casino, the deposit still shows as "pending".

But as you can read the support says that the money was not transferred successfully.

In any case, I still don't have the money and I would like to have it back.

Ich habe heute diverse Einzahlungen via Bank Transfer an cosmicslot (altaprime ltd) getätigt.

Bei einer dieser Bezahlungen gab es eine Fehlermeldung nach der Tan-Eingabe.

Die 60€ wurden jedoch nachweislich meinem Konto abgezogen.

Dem support liegen Screenshots der Banküberweisung vor mit allen relevanten Daten.

Als Antwort erhielt ich vom support lediglich:

„Your deposit of 60 euros has not been successfully credited to your account.

Please check your refund or contact your bank."

Im Casino wird die Einzahlung immer noch als „ausstehend" angezeigt.

Aber wie man lesen kann sagt der support, dass das Geld nicht erfolgreich transferiert wurde.

Das Geld fehlt mir jedenfalls immer noch und ich hätte es gerne wieder zurück.

Dear Markizz ,

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 might take up to one month approximately. In these cases, the casino usually has its hands tied. I would also strongly recommend against depositing any more funds until the issue is resolved.

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

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,

Tomas

Hello CasinoGuru team and Markizz!

Can you please clarify which payment method you were using and the date of payment?

Will do our best to help you!

Best regards

CosmicSlot Team

Good day, Markizz and Casino Guru Team!

As we can see from our logs this transaction was successful and was wagered.

You can check this in your personal account. The transaction ID is 9675466.

Best regards,

CosmicSlot Team

Thanks for the update to both parties.

Dear Markizz,

Could you please confirm the deposit in the casino was successful? May we consider the issue resolved?

Please let me know. Much appreciated!

All done.

Thank you all!

Alles erledigt.

vielen Dank an alle!

Dear Markizz,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you and CosmicSlot Casino for your cooperation.

Please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru