Casinozer - A conta do jogador foi bloqueada.

I deposited 50 euros, the money was not credited to me. A friendly lady in the chat explained to me that it could take up to 48 hours for the money to be credited. So I tried logging in more often to see if it was already there. But suddenly it was blocked. A certain Davide claims he blocked it because I wanted it that way, which is clearly a lie. Since then I can't open the account again, nor do I know what's up with my 50 euros.

Ich habe 50 Euro einbezahlt, das Geld wurde mir nicht gutgeschrieben. Eine freundlichem Dame im Chat erklärte mir, dass es bis zu 48 Stunden dauern könne, bis das Geld gutgeschrieben sei. So versuchte ich, mich öfters einzuloggen um zu sehen, ob es schon da wäre. Doch plötzlich war es gesperrt. Ein gewisser Davide behauptet, er habe es gesperrt, da ich es so wünschte, was klar gelogen ist. Seitdem kann ich weder das Konto wieder öffnen, noch weiß ich, was mit meinen 50 Euro ist.

Dear idobins56,

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. Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully? Have you played before in this casino or this was your very first attempt to deposit funds?

If there’s any relevant communication, please forward it along with your payment receipt to petronela.k@casino.guru.

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

Best regards,

Petronela

I can't say exactly when I opened it, but that was the first time I paid in with nodapay. I had used this payment method at other casinos before and the amount was credited immediately. This was not the case with Casinozer, which a very friendly lady explained to me in the chat. You will see the deposit but it may take up to 48 hours for it to be credited. I wasn't too happy about that, but I did log in to check on a few occasions. Until my account was blocked by this Davide, that's the name in the emails, because I blocked myself, which I never did. And since then I've been trying to get at least 50 euros back.

I am enclosing the copy of the payment.

Wann ich genau eröffnete habe, kann ich nicht sagen, aber es war an dem Tag das erste Mal, dass ich mit nodapay einbezahlt habe. Ich hatte diese Zahlungsmethode in anderen Casinos vorher schon verwendet und der Betrag wurde umgehend gutgeschrieben. Bei Casinozer war dies nicht der Fall, was mir eine sehr freundlichem Dame im Chat erklärte. Sie sehe die Einzahlung aber es könne bis zu 48 Stunden dauern, bis es gutgeschrieben wird. Darüber war ich nicht sehr erfreut, aber ich loggte mich öfters ein um nachzusehen. Bis mein Konto von diesem Davide, so der Name in den Mails, wegen Selbstsperre gesperrt wurde, was ich niemals getan habe. Und seitdem versuche ich, zumindest an die 50 Euro wieder zu kommen.

Die Kopie der Zahlung lege ich bei.

I just got the message my account is open again. However, the 50 euros have disappeared.

Soeben erhielt ich die Nachricht, mein Konto ist wieder offen. Allerdings die 50 Euro sind verschwunden.

Thank you very much, idobins56, for the update and the forwarded payment receipt. Do I understand correctly that you placed the deposit during this last weekend?

I would like to warn you, that if your deposit has 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 depositing 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 credited to your casino account.

Have you contacted your bank already? Ideally, they should be part of the investigation.

Well the deposit was over the weekend. And the first chat employee saw the deposit and said that it has to be confirmed or accepted by the finance department. It was already there. It only disappeared when this Davide got involved and blocked my account for self-exclusion, which I had never applied for. With this lock, the 50 euros can no longer be found.

Nun die Einzahlung war am Wochenende. Und die erste Chatmitarbeiterin hat die Einzahlung ja gesehen und gesagt dass es bestätigt oder angenommen werden muss von der Finanzabteilung. Es war bereits da. Verschwunden ist es erst als sich dieser Davide eingemischt hat und mein Konto wegen Selbstausschluß, den ich nie beantragt hatte, gesperrt hat. Mit dieser Sperre sind auch die 50 Euro nicht mehr auffindbar.

For example, it was the same with Betsofa, only nobody blocked the account and today I received the message that the deposit was approved and credited. So it should buy what it doesn't at casinozer.

Es war zum Beispiel genau so bei Betsofa, nur da sperrte keiner den Account und heute erhielt ich die Nachricht die Einzahlung wurde genehmigt und gutgeschrieben. So sollte es kaufen, was es bei casinozer nicht tut.

Hello Petronela, 50 euros have just been credited to my account. Many thanks for the support.

Hallo Petronela, 50 Euro wurden soeben meinem Konto gutgeschrieben. Vielen Dank für die Unterstützung.

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, idobins56, for your 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