Dbosses Casino - プレイヤーの入金がカジノに認識されませんでした。

I deposited 75 euro to the casino last Friday threw sepa. I have the evidence that I deposited 75 euro to the iban number they provided me. Now they are saying that they don't see any payment and I made it to another entity. This is not the case the ibans number where I send the 75 euro to matches the iban on their site. Can you help me solve this.

Dear mhroelink1, 

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

this first screenshot is made last friday from the website dbosses payment

the second screenshot is from my payment to the casino. you see that everything matches its from my accound i called my bank and they confirmed it.

the casino made a promise that it will be send back in 2 working days. 3 working days later and nothing.

They are not honest and they dont do what they say.



Again they are not giving me any information and delaying my refund without a reason.

I completely empathize with your frustration, mhroelink1. 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 17 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.

Dear mhroelink1,

Could you please advise if the deposit has been credited to your casino account or returned to your bank account yet?

Dear mhroelink1,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.