Slothub Casino - プレーヤーの預金は、彼のアカウントに入金されたことはありません。

Dear Sir or Madam of Casino-Guru,

I ask for your help in my case, because I can't get any further with Casino Slothub or AstroPay. I'm in touch with them.

I wanted to deposit EUR 250.00 at Slothub on 02/11/2023. I used a transfer with Astropay as a means of payment. The money was also debited from my house bank account at my savings bank, just like with an immediate transfer. After the casino didn't receive the credit and the chat employee informed me that deposits can take a long time at AstroPay, I canceled the process on the Astropay APP. This was also confirmed to me. However, I did not get the money back to my bank account. The money is not available at the casino and Astropay either. I was only informed that the money was with Soft Maya Ltd. was booked. Slothub Casino claims they never received the money and Astropay claims the payment was cancelled. Everyone blames the other party. Of course I would like to finally get my 250.00 euros back and feel cheated by Astropay and Slothub. I will send you screenshots and proof. Please try to work this out with the casino.

Thank you in advance for your efforts. Questions gladly.

Greetings

Andrew B***

S*** Street 7a

3*** B***

Sehr geehrte Damen und Herren von Casino-Guru,

ich bitte um Ihre Hilfe in meinem Fall, da ich nicht mit dem Casino Slothub bzw. mit AstroPay weiterkomme. Ich bin mit denen in Kontakt.

Ich habe am 11.02.2023 Euro 250,00 bei Slothub einzahlen wollen. Als Zahlungsmittel habe ich Überweisung mit Astropay genutzt. Das Geld wurde auch wie bei einer Sofortüberweisung meinem Hausbankkonto bei meiner Sparkasse abgebucht. Nachdem die Gutschrift beim Casino nicht ankam und deren Chat-Mitarbeiter mir mitgeteilt hat, dass Einzahlungen lange dauern können bei AstroPay habe ich den Vorgang auf der APP von Astropay abgebrochen. Dies wurde mir auch bestätigt. Jedoch bekam ich das Geld nicht auf mein Bankkonto zurück gebucht. Auch bei dem Casino und Astropay ist das Geld nicht vorhanden. Mir wurde lediglich mitgeteilt, dass das Geld bei Soft Maya Ltd. verbucht wurde. Slothub Casino behauptet das Geld nie bekommen zu haben und Astropay behauptet die Zahlung wurde gecancelt. Jeder schiebt die Schuld auf den anderen Vertragspartner. Ich möchte natürlich jetzt endlich meine Euro 250,00 wieder zurückbekommen und fühle mich betrogen von Astropay und Slothub. Ich übersende Ihnen Screenshots und Nachweise. Bitte versuchen Sie dies mit dem Casino zu klären.

Vielen Dank vorab für Ihre Bemühungen. Rückfragen gerne.

Grüße

Andreas B***

S*** Str. 7a

3*** B***

Dear Brandyy111,

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. Do I understand correctly that you canceled the deposit before it was credited to your casino account? Have you made any successful deposits before? Did you receive any transaction ID from the payment provider?

If there is any other relevant communication between you and the casino, or you and the payment provider, please forward it to kristina.s@casino.guru. Alternatively, you can post it 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,

Kristina

Thank you very much, Brandyy111, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@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.  

Hello, Brandyy111,

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

Dear Slothub Casino Team,

Could you please look at the player's issue and help us to resolve it? Is the casino able to perform a deep investigation regarding the matter with the responsible casino departments, and inform us about the outcome?

Thank you in advance for providing the necessary information.

Hello,

Unfortunately, due to some issues with Astropay, we see that the player has a problem with their payment.

The issue has been resolved and the player's balance was added about a few days ago.

Kind regards,

Slothub

Thank you for the update and good news, Slothub Casino Team!

Dear Brandyy111,

Can you please check your gaming account and confirm your deposit was successfully credited to your balance?

Looking forward to hearing from you.

Dear Brandyy111,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or do not require any further assistance, we will reject the complaint.

Hello, I have now received a credit of EUR 250.00 from Slothub.

Thank you very much for your efforts.

Best regards

Hallo, ich habe die Gutschrift über Euro 250,00 mittlerweile von Slothub bekommen.

Vielen lieben Dank für Ihre Bemühungen.

Freundliche Grüße

Great news, Brandyy111!

Thank you for confirmation and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds. As the issue has been successfully resolved, I 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, Slothub Casino Team, for your cooperation.

Best regards,

Branislav, Casino.guru