Richard Casino - プレイヤーの入金が遅れています。

Dear Casino Guru team,

I deposited 101 euros 5 days ago and it was never credited to my account. The live chat assured me that it would be credited back to my bank account quickly.

Unfortunately, that has not happened to date.

I ask for your support in this regard.

Best regards

stefan****

Sehr geehrtes Team von Casino Guru,

ich habe vor 5 Tagen 101 Euro eingezahlt die nie meinem Konto gutgeschrieben wurden. Der livechat versichert mir, es würde schnell wieder auf meinem bank -Konto gut geschrieben werden.

das ist leider bis heute nicht passiert.

Ich bitte hierzu um Unterstützung.

mit freundlichen Grüßen

stefan ****

Dear Ikarusxt,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Richard Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Please, could you clarify if you have tried contacting your payment processor regarding this issue?
• Was it your first deposit in this casino? 
• What does the status of the transaction look like in your casino transaction history?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

The chat always just says 3-5 working days but the time has already passed. The transaction is marked as rejected. Unfortunately I can't get in touch with ISX.

der Chat schreibt immer nur, 3-5 Werktage aber die Zeit ist bereits vorbei. Die Transaktion ist als abgelehnt markiert. Zu ISX kriege ich leider keinen Kontakt hergestellt.

Hello?

Hallo?

Is anything else happening here?

Passiert hier noch was?

Thanks for your patience. If the transaction was rejected on the side of the casino's payment provider, we believe it's only a matter of time before your funds are returned to your bank account. As the matter is not entirely in the hands of the casino, I will set the timer for an additional 19 days to allow one full month for the transaction to clear. If there’s no development by then, we will intervene. Let’s stay positive and hope for some good news regarding your deposited funds. Thank you in advance for your patience and understanding.

Dear Ikarusxt,

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.

I still haven't received anything.

Ich hab nach wie vor nichts erhalten.

Thank you very much, Ikarusxt, for providing the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@casino.guru)  who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear Ikarusxt, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in. 

Now, I would like to invite Richard Casino representative to join this conversation. 

Dear Richard Casino, could you please provide more information about this case? 

Looking forward to your reply.

Dear CasinoGuru representatives,

We sincerely apologize for the inconvenience the player experienced regarding the deposit process. We understand that this situation may have caused frustration.

We understand how frustrating and inconvenient it can be when things don't go as smoothly as expected.

Let us explain the situation that happened.

The player made a deposit and unfortunately, it was not successfully processed on the payment provider's side. In such cases, if the money was debited from the balance, it should be returned within 3-5 working days.

After this time finished, we asked a player to provide us with the bank statment in PDF format starting from the day the deposit was made.

After an investigation of the provided document, we didn't find an unsuccessful tranasction that was made by the player, there were only two transactions that were processed successfully.

In this particular situation, we would like to kindly request that the player reach out to his bank's customer support team in order to investigate the case of the missing funds. It is important to communicate directly with the bank, as they will have access to the necessary transaction details and can provide assistance in resolving any discrepancies.

If the player thinks that there has been some misunderstanding, he can provide us with the full bank statement once again and mark the deposit that was made to our casino. We will check whether the funds have not been returned.

Kind Regards,

Richard Casino Team

I have been in contact with the bank for a month and it was an attempt to pay their casino that failed!

Ich stehe seit einem Monat mit der Bank in Kontakt, und es war ein Versuch an ihr Casino zu zahlen der fehl schlug!

Dear Richard Casino, 

thanks for your message.

Dear Ikarusxt, 

do I understand correctly that according to your bank, the transaction failed and therefor nothing was processed, please?

No, the transfer was successful and went to the Richard Casino account number!

I accidentally transferred it via the banking app and not the website!

Nein die Überweisung war erfolgreich. Und ging an die Kontonummer, des Richard Casinos!

Ich habe es versehentlich über die Banking App überwiesen nicht über die Website!

My bank is in contact with the receiving bank and they refer to Richard Casino! Because the money is in this/their account!!!! Otherwise I will have to consider legal action.

Meine Bank ist mit der Empfänger Bank in Kontakt und die verweisen auf das Richard Casino! Da das Geld auf diesem/ deren Konto liegt!!!! Ich muss sonst rechtliche Schritte in Erwägung ziehen.

@katarina it would be good if we could find a solution soon, it's been going on for almost a month now.

@katarina wäre schon, wenn wir hier bald mal ne Lösung finden, dass geht jetzt bereits fast einen Monat.

And the customer service is really terrible. No real answers, just ready-made templates, everyone says something different. Really unbelievable!

Und der Kundenservice ist wirklich unterirdisch. Keine richtigen Antworten nur fertige Templates, jeder erzählt was anderes. Wirklich unglaublich!

????

Dear Ikarusxt, 

Thank you for your patience.

In order to move forward with your complaint, could you please provide me with the bank statements from the date of your deposit up to the present day? Feel free to send it to my email: katarina.d@casino.guru. Thank you.

Done, but I've already sent these statements to the casino several times! The money hasn't been returned! My God.

Erledigt, aber diese Auszüge habe ich dem Casino bereits mehrfach zukommen lassen! Das Geld ist nicht zurück gekommen! Mein Gott.

Dear Ikarusxt, 

thank you for your email. I am currently communicating your case with a casino representative outside this thread. I will keep you informed as soon as I hear from them.

The case is completely clear. I transferred it, it went into the account and it didn't come back.

Der Fall ist doch total klar. Ich hab’s überwiesen, es ist auf das Konto gegangen und es kam nicht zurück.

It's been going on for almost 1 1/2 months now... this isn't normal anymore! This is just a disgrace.

Es geht jetzt fast 1 1/2 Monate… das ist doch alles nicht mehr normal! Das ist einfach eine Frechheit.

Is anything still happening here?

Passiert hier eigentlich noch was?

The customer service is really unbelievable. I've been getting the same answer by email for weeks. Back within 5 days, otherwise we'll ask you for a bank statement from August 27th to today!!! It's been more than a month since the deposit was made and I've already sent all the documents several times... that's enough.

Der Kundenservice ist wirklich unglaublich. Ich kriege per Mail seit Wochen immer nur die selbe Antwort. Innerhalb von 5 Tagen zurück sonst bitten wir sie um einen Kontoauszug vom 27.08 bis heute!!! Die Einzahlung ist mehr als einen Monat her und außerdem habe ich alle Dokumente schon mehrfach geschickt.. es reicht.

This casino is making me so angry. I get another email requesting my bank statement, which I have submitted more than 8 times now. No response. This casino is simply a scam.

Dieses Casino macht mich so sauer. Wieder erhalte ich eine Mail in der man meinen Kontoauszug anfordert, ich habe diesen jetzt bereits mehr als 8 mal eingereicht. Ohne Antwort. Dieses Casino ist schlichtweg Betrug.

Dear Ikarusxt, 

I appreciate your patience and understand your concerns. However, please note that these types of complaints typically require more time than expected. I am in communication with the casino representative, and we are making gradual progress. I kindly ask for your understanding as we work through this process. Rest assured, I am doing everything possible to expedite the resolution for you.

Dear Richard Casino, 

It would be greatly appreciated if you could give more attention to this particular case. I will be resetting the timer to an additional 7 days, and if we do not see any progress, I will have to close this complaint as unresolved, which may negatively impact your rating.

I received an email saying they hadn't received the money, that's so fraudulent!! I provided proof.

Ich habe eine Mail erhalten, sie hätten das Geld nicht erhalten, das ist so betrügerisch!! Ich habe den Nachweis erbracht.

ridiculous. They don't move an inch... worst casino ever! The customer is not king here!

lächerlich. Rühren sich kein Stück… schlechtestes Casino jemals! Hier ist Kunde kein König!

Dear CasinoGuru representatives,

We would like to express our sincerest apologies for the situation that happened with the player while depositing funds. We understand that this experience may have caused frustration and inconvenience, and we deeply regret any distress it may have brought. Please know that we are committed to addressing this matter with the utmost seriousness and are actively working to ensure that such issues do not arise in the future.

Let us note that after a profound investigation of all documents and proof that were provided by the customer, we found that the mentioned deposit was made to another merchant. There were two transactions made that time to our casino and they were successfully credited to the player's balance.

We would like to point out that we are an honest and licensed casino, which means that we cannot hide the funds that have been deposited.

In case there is a need, the player may contact us at support@richardcasino.com with the official request and we will provide him with all transaction history so that there will be a possibility to check the successful and not processed transactions.

We sincerely appreciate your understanding regarding this matter.

Kind Regards,

Richard Casino Team

I have proof that I transferred the money to you and I wasn't playing anywhere else at the time. I really need to take legal action against you.

ich habe das Geld nachweislich an euch überwiesen, und habe zu der Zeit nirgendwo anders gespielt. Ich muss wirklich rechtliche Schritte gegen euch erwirken.

Dear Richard Casino, 

thank you for your message and for taking the time to investigate this particular case. To further validate your findings, could you please provide me with the evidence supporting your statements? My email is: katarina.d@casino.guru.

Looking forward to your email.

Dear Ikarusxt, 

could you please verify once more, in detail, whether the correct account number was entered during the money transfer to this casino?

I also recommend reaching out to the casino's customer support team to provide a detailed explanation of your situation once again.

Thank you.

I have been in daily contact with the casino for 1 1/2 months! I have raised this issue more than 20 times. The documents were always requested again. With the same message. Simply completely incompetent. Everything about it is correct. The account number is correct. You can also confirm this from the payment receipts.

Ich stehe mit dem Casino seit 1 1/2 Monaten täglich im Kontakt! Ich habe das Anliegen mehr also 20x angebracht. Immer wurden die Dokumente erneut angefordert. Mit der selben Nachricht. Einfach komplett inkompetent. Alles daran stimmt. Die Konto Nummer ist korrekt. Dies können sie an den Zahlungsbelegen auch nochmal feststellen.

Dear CasinoGuru representatives,

We sincerely apologize for the delay, but we are really interested in solving this problem. For this, we want to explain the whole situation once again and provide all possible details.

Initially, our team advised the player to wait 5 business days for the funds to be returned after we checked the most closed transaction compared to the screenshot the player provided us. We assumed the difference between the deposit amount and the transaction from the screenshot could have been due to the conversion or commission from the bank.

However, after a more thorough review of the player's bank statement and transaction history, we discovered that no fee was deducted by his bank, the amount of the transaction is exactly 101 EUR which doesn't match any transaction made to our merchants. Therefore, it seems that this transaction was not made on our platform.

If you require further investigation, we can provide you with the player's transaction history from our system, but we will need his permission to do so for security purposes as this is private information, and we take this seriously. If the player is comfortable sharing a document with his personal transaction details, he can simply let us know in his next reply, and we will take it as permission to provide the information.

Once again, we apologize for any inconvenience caused and appreciate your patience and understanding.

Kind Regards,

Richard Casino Team

I didn't make the transaction through the website!!! Of course it doesn't show up! I made it through the banking app.. what a scam

Ich habe die Transaktion nicht über die Website getätigt!!! Natürlich wird sie nicht angezeigt! Ich habe sie über die Banking App getätigt.. so ein Betrug

Dear Ikarusxt, 

I would like to update you that I am continuing to explore our available options. I must acknowledge that locating your funds has proven to be quite challenging. Could you please provide me with your recent bank statement dated to this day? Additionally, I am in discussions with the management regarding your case and will keep you informed as soon as I have any pertinent information.

I understand, but the fact is that I transferred the money. You mean only from today, or from the day of the transaction until today?

Ich verstehe, aber Tatsache ist, dass ich das Geld überwiesen habe. Sie meinen nur von heute, oder vom Tag der Transaktion bis heute?

I sent them by email

Hab ich ihnen per Mail geschickt

This whole thing has been going on for two months now... the fact that I transferred the money is clearly proven. It can't be that they aren't understanding. Otherwise I really have to consider legal action.

Das ganze läuft jetzt schon 2 Monate… die Tatsache, dass ich das Geld überwiesen habe ist klar erwiesen. Es kann doch nicht sein, dass man da nicht einsichtig ist. Ich muss sonst wirklich rechtliche Schritte in Erwägung ziehen.

And I don't seem to be the only one they're doing this to 🙂

Ujd ich scheine ja auch nicht der einzige zu sein, mit dem sie das abziehen 🙂

Dear Richard Casino, 

I firmly believe that further investigation is necessary. It is important to examine the transaction history within your system. According to your previous message, if Ikarusxt consents, you may share additional details once permission is granted.

Ikarusxt, could you please provide your permission for the aforementioned request?

Granted

Erteilt

Dear Casino Guru Representative,

We sincerely appreciate the efforts you are making in addressing and attempting to resolve this issue.

We would like to point out that such documents are not permitted to be shared in comments.

Let us inform you that the tranasction history has been provided to your email.

We would like to take this opportunity to gently remind you that the mentioned deposit was made to another merchant. There were two transactions made that time to our casino and they were successfully credited to the player's balance.

Our team hopes for further examination and resolving this matter as smoothly as possible.

In case some additional questions arise we are always ready to cooperate.

Kind Regards,

Richard Casino Team

You don't get it, do you? I didn't play with ANY other provider at the time!!!! How can you be so stubborn and deny everything, that's so cheeky. You'll hear from my lawyer! That's enough!

again for you! I did not make this payment via the Zones homepage, but unfortunately sent it directly to them by bank transfer by mistake. So you cannot find this payment in the system. How slow on the uptake can you be?

Ihr checkt es nicht oder? Ich habe zu dieser Zeit bei KEINEM anderen Anbieter gespielt!!!! Wie kann man sich so quer stellen und alles leugnen, dass ist so frech. sie werden von meinem Anwalt hören! Es reicht!

nochmal für Sie! Diese Einzahlung habe ich nicht über die Homepage von Zonen vorgenommen, sondern leider versehentlich direkt an sie per Bank Überweisung gesendet. Sie können diese Einzahlung also nicht im System finden. Wie schwer von Begriff kann man denn sein?

Dear Richard Casino, 

thank you for your email and for your cooperation.

Dear Ikarusxt, 

I have sent you a private email; please review it at your earliest convenience.

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