Casino Bello - 플레이어는 입금이 차단되는 문제를 겪고 있습니다.

Dear CasinoGuru Team,

I apologize for opening a case over this minor issue, but the casino is not responding to my attempts to contact them. I've tried twice via the contact form in the past 7 days and once by email.

Unfortunately, I accidentally opened a second account at this casino. My old account was inactive for a long time, and the email address associated with it was also inactive. I apologize for the mistake, which thankfully has never happened to me before. I had only registered with 5 casinos using the old email address.

I noticed the error after depositing 20 euros and immediately contacted the casino via the contact form. I did not place any bets.

I followed up a few days later by email, which also went unanswered. Another request through the form was ignored as well.

I completed KYC on the old account, but not on the mistakenly created one.

Unfortunately, it seems the casino is hoping that no one will go through the effort over 20 euros.

I cannot use the deposit due to the unintentional breach of terms and conditions. Therefore, it should be standard procedure to refund the deposit and close the mistakenly created second account. Alternatively, which I would have also accepted, is to credit the deposit to the already existing account.

The only reaction from the casino was to deactivate the second account.

I kindly ask you through this medium to prompt the casino representative to address my request. Thank you very much.

Liebes Team von CasinoGuru,

es tut mir leid wegen dieser kleinen Angelegenheit ein Case zu eröffnen, jedoch reagiert das Casino nicht auf meine Kontaktversuche, 2x via Kontaktformular in den letzten 7 Tagen und einmal per E-Mail.

Ich habe leider aus Versehen ein zweites Konto bei diesem Casino eröffnet, mein altes Konto war seit langen Inaktiv und die dort angegebenene E-Mail Adresse inaktiv. Es tut mir leid für den Fehler, der mir zum Glück sonst noch nie passierte, mit der alten E-Mail Adresse war ich auch nur in 5 Casinos angemeldet.

Ich bemerkte den Fehler nach Einzahlung von 20 Euro und kontaktierte das Casino umgehend via Kontaktformular, selbstverständlich ohne einen Einsatz irgendwo zu tätigen.

Ich fragte dann wenige Tage später per E-Mail nach, welche leider auch nicht beantwortet wurde. Auch eine weitere Anfrage via Formular wurde ignoriert.

KYC habe ich im alten Konto gemacht, in dem irrtümlich erstellten nicht.

Leider scheint das Casino darauf zu spekulieren, das man wegen 20 Euro keinen Aufwand auf sich nimmt. 

Ich kann den Deposit durch den ungewollten AGB Verstoss nicht verwenden, weshalb es ja selbstverständlich sein sollte mir die Einzahlung zu erstatten und den versehentlich erstellten Zweitaccount zu schliessen. Oder alternativ, was ich auch akzeptiert hätte, den Deposit auf das bereits vorhandene Konto gutzuschreiben.

Die einzige Reaktion des Casinos war, das zweite Konto zu deaktivieren.

Ich bitte Sie daher auf diesem Wege, den Casinovertreter zu einer Bearbeitung meiner Bitte zu bewegen. Vielen Dank

Dear hugbearli,

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. 

Have you contacted the casino through live chat?

When did you create this new account?

Did you only make a deposit without activating any bonuses or engaging in further activity?

Could you please share your communication with the casino? You can send emails or chat transcripts to my email at dominika.l@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,

Dominika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.