Golden Billy Casino - O depósito do jogador está atrasado e o suporte não está disponível.

Hello,

I registered at this casino a long time ago, but today was the first time I made a deposit. The money still hasn't been credited after almost 10 hours. The support button doesn’t work, so I have already sent three emails. Apparently, this email address doesn’t exist because all the emails bounced back. I can rarely read anything on Casino Guru because I am from Germany. If I had read everything beforehand, I would have never deposited there.

Hallo

Ich habe mich schon vor längerer Zeit hier in diesem Casino angemeldet, aber heute erst das erste mal eingezahlt. Das Geld wurde mir auch nach fast 10 stunden nicht gutgeschrieben. Support button funktioniert nicht, und hab deswegen schon 3 mal eine email geschrieben. Diese email adresse gibt es wohl nicht, denn diese emails kamen alle zurück. Auf casino guru kann ich nur selten was nachlesen, da ich aus Deutschland komme. Denn wenn ich das alles vorher gelesen hätte, hätte ich da niemals eingezahlt.

Dear Gretche70, 

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

Hello

I will try to contact the payment provider. The money has not been credited yet and probably won't be after reading everything here.

Hallo

Ich werde versuchen den zahlungsanbieter zu kontaktieren. Das Geld wurde bis heute nicht gutgeschrieben und wird es wohl auch nicht, nachdem ich hier nun alles gelesen habe.

fino, as a payment initiation service provider, is not technically involved in the execution of a transaction/transfer. We are solely responsible for transmitting the transfer order to your bank. The actual processing is therefore carried out by your bank, which is why we would like to ask you to contact them.

That was the statement from the payment provider, and my bank confirmed that the payment was successful. I would have been surprised too, in other casinos I pay with the same method and the money was always credited. For me it is clear, THIS CASINO STEALED ME

fino als Zahlungsauslösedienstleister ist technisch nicht an der Durchführung einer Transaktion/Überweisung beteiligt. Wir sind ausschließlich für die Übermittlung des Überweisungsauftrages an Ihre Hausbank zuständig. Die tatsächliche Abwicklung übernimmt daher Ihre Hausbank, weshalb wir Sie einmal bitten möchten, sich mit dieser in Verbindung zu setzen.

Das war die Aussage von dem zahlungsanbieter,und meine Hausbank hat bestätigt das die Zahlung erfolgreich war. Hätte mich auch gewundert, in anderen casinos zahle ich mit der gleichen Methode ein und immer wurde das Geld gutgeschrieben. Für mich ist klar, DIESES CASINO HAT MICH BESTOHLEN

Thank you for your replies.

Please send me the following documents for our investigation:

• bank statement from the date you made the lost deposit up until today
• communication with your payment provider as well as the casino regarding your lost deposits

My email address is veronika.l@casino.guru. Thank you for your cooperation and patience.

Hello

Of course I could send you the documents now, but what would that do me? You can see that the casino doesn't react to anything. You can see that from the discussions and the complaints that remain unresolved. All of this isn't worth it to me for 30 euros, it costs time and nerves. All other complaints will also remain unresolved. It is clear to me that this casino cheats the players, regardless of whether it is about deposits or withdrawals. I thank you anyway for being willing to help me, even though it would have been unsuccessful. I think you know that too. You are welcome to close the case.

Hallo

Natürlich könnte ich euch jetzt die Unterlagen schicken, aber was würde es mir bringen? Ihr seht ja das das Casino auf nichts reagiert. Sieht man ja an den Diskussionen und den Beschwerden die ungelöst bleiben. Wegen 30 euro ist mir das alles nicht wert,es kostet zeit und nerven. Alle weitere Beschwerden werden auch ungelöst bleiben. Für mich ist klar das dieses Casino die Spieler betrügt egal ob es um ein oder auszahlung geht. Ich danke euch trotzdem das ihr bereit wart mir zu helfen,was aber erfolglos ausgegangen wäre. Ich denke das wisst ihr auch. Ihr könnt den Fall gerne schließen.

If you sent me the necessary documents, I would have enough evidence to escalate your complaint to one of our specialists, who will attempt to contact the casino on your behalf.

It is worth noting that this casino has a relatively low safety index, and we have been unsuccessful in contacting their representative for two previous complaints. However, there is always a possibility that the casino may choose to cooperate with us to resolve your issue.

If they do not respond, your complaint will be marked as unresolved, and the casino will receive black points, which will negatively affect their rating. While I understand this may not directly resolve your issue, it can help other players make informed decisions about which casinos are trustworthy to play at.

Thank you for your understanding, and I look forward to your reply.

Dear Gretche70,

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.