Casilando Casino - Die Einzahlung des Spielers wurde nie seinem Casino-Konto gutgeschrieben.

First they sent me an activation link that doesn't work. I was still able to deposit and then play. The 2nd deposit of EUR 50 was not credited to my account. After that, logging in didn't work anymore either, but after a while it suddenly worked. Endless back and forth live chat with a highly incompetent customer service representative who just sits there to fool the customers. Have sent all documents to the support but received no answer.

Zuerst hat man mir einen Aktivierungslink geschickt, der nicht funktioniert. Einzahlen konnte ich trotzdem und dann auch spielen. Die 2. Einzahlung in der HÖhe von EUR 50 wurde meinem KOnto nicht gutgeschrieben. Danach hat auch das Einloggen nicht mehr funktionert, nach einer WEile ging das aber plötzlich . Ein endloses hin und her mit einem äußerst inkompetenten Kundenberater im Live-Chat der nur da sitzt um die KUnden zu verarschen. Habe alle Unterlagen an den Support geschickt jedoch keine Antwort erhalten.

Dear Diader66,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

I would like to warn you, that if your deposits have 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, casino has its hands tied. Meanwhile, I would strongly recommend not to deposit 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.

Could you please advise if it was your first deposit in this casino? Please forward your payment receipt along with any relevant communication to petronela.k@casino.guru.

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

Best regards,

Petronela 

Additional comments from the player:

"A sensible solution for me would be to credit my account with the 50 EUR in the form of a bonus without wagering requirements, otherwise I can only describe the casino as very dubious."

Additional comments from the player:

"Eine vernünftige Lösung für mich wäre die 50 EUR in Form eines Bonus ohne Umsatzbedingungen meinem Konto gutzuschreiben, ansonsten kann ich das Casino nur als sehr unseriös bezeichnen."

Dear Diader66,

Please forward your payment receipt along with any relevant communication to petronela.k@casino.guru. Thank you very much in advance.

Dear Diader66,

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

After making a few deposits it's not possible to filter out an exact one.

Nachdem ich einige Einzahlungen getätigt habe ist es nicht möglich eine exakt rauszufiltern.

I'm sorry, Diader66, but without the payment receipt, we can't contact the casino. Could you please advise which payment method you have used t deposit funds into your casino account?

Dear Diader66,

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

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.