The player from Germany faced issues with a deposit that had not been credited to his account after one day. He received no support from chat agents or responses to his emails. The casino confirmed that the deposit was marked as "Rejected" and not completed, indicating that the funds were never credited to his gaming account. Due to the player's non-cooperation in providing the requested documentation, the Complaints Team closed the complaint.
Igrač iz Nemačke se suočio sa problemima sa depozitom koji mu nije uplaćen na račun nakon jednog dana. Nije dobio podršku od agenata za ćaskanje niti odgovore na svoje imejlove. Kazino je potvrdio da je depozit označen kao „Odbijen“ i da nije dovršen, što ukazuje da sredstva nikada nisu knjižena na njegov račun za igre. Zbog nesaradnje igrača u pružanju tražene dokumentacije, Žalbeni tim je zatvorio žalbu.
Novac još uvek nije pripisan na moj račun ni nakon jednog dana.
Agente za ćaskanje nije briga.
Na mejlove se ne odgovara.
Money still hasn't been credited to my account after one day.
Chat agents don't care.
Emails aren't being answered.
Geld ist nach einem Tag immer noch nicht auf meinem Konto gutgeschrieben
Chat Agenten interessiert es nicht
Emails werden nicht beantwortet
Zdravo Frojdštajn,
Hvala vam puno što ste podneli žalbu i zaista mi je žao što čujem za vaš problem sa Betflare kazinom. Dozvolite mi da vam postavim još nekoliko pitanja pre nego što krenemo dalje.
Imajte na umu da preporučujemo da sačekate najmanje 14 dana da se vaše povlačenje posebno obradi ako je to vaš prvi zahtev.
Radujem se vašem odgovoru.
pozdrav,
Nick
Zbog povećanog obima pritužbi u ovo doba godine, molimo za strpljenje dok čekamo naše odgovore. Cilj nam je da objavimo svaku žalbu u roku od 48 sati od podnošenja, ali zadržavamo do 7 dana da odgovorimo na sve naknadne komentare. Pored toga, imajte na umu da će možda biti potrebno malo duže da vaša žalba bude dodeljena rešavaču, jer trenutno upravljamo sa preko 900 žalbi.
Vaše razumevanje je veoma cenjeno. Želimo vam ugodne praznike, a mi ćemo vam se javiti što je pre moguće.
Hello Freudstein,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Betflare Casino. Please allow me to ask you a few more question before we would move forward.
Please note that we recommend to wait at least 14 days for your withdrawal to be processed specially if it’s your first ever request.
Looking forward to your answer.
Regards,
Nick
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.
Račun je verifikovan DA
Još nisam igrao jer moj depozit nije pripisan na moj račun igrača
Stalno pišem i pokušavam da se informišem, ali me samo ignorišu i vređaju
Account is verified YES
I haven't played yet because my deposit has not been credited to my player account
I write constantly and try to get information, but I am only ignored and insulted
Konto ist verifiziert JA
Ich habe noch nicht gespielt , weil meine Einzahlung ja nicht auf mein Spielerkonto gutgeschrieben wird
Ich schreibe permanent und versuch info zu bekommen , man wird aber nur ignoriert und beleidigt
Zdravo Frojdštajn,
Možete li da nam kažete koji način plaćanja ste koristili?
Pored toga, najvažniji korak je da kontaktirate svog dobavljača plaćanja. Kada od njih dobijete potvrdu o uplati, morate je proslediti kazinu kako bi mogli da lociraju izgubljena sredstva.
Obavestite nas u slučaju bilo kakvog ažuriranja.
pozdrav,
Nick
Hello Freudstein,
Can you please advise what payment method did you use?
Additionally, the most important step is to contact your payment provider. Once you have a payment confirmation from them, you have to forward it to the casino so they can locate the lost funds.
Let us know in case of any update.
Regards,
Nick
Depozit sa bankovnim transferom
Provajder plaćanja je potvrdio da je transakcija uspešna na dan depozita
Nažalost, nisam napravio snimak ekrana, depozit jednostavno nije pripisan kazinu
Deposit with Bank Transfer
Transaction was confirmed as successful by the payment provider on the day of deposit
Unfortunately I didn't take a screenshot, the deposit was just not credited to the casino
Einzahlung mit Bank Transfer
Transaktion wurde vom Zahlungsanbieter am tag der Einzahlung als Erfolgreich bestätigt
leider habe ich keinen Screenshot gemacht , die Einzahlung wurde lediglich nur im Casino nicht gutgeschrieben
Zdravo Frojdštajn,
Potvrda plaćanja bi trebalo da bude vidljiva na vašem bankovnom izvodu - možete li je proslediti na nikolas.b@casino.guru i u kazino što pre?
Čekam vaš odgovor.
pozdrav,
Nick
Hello Freudstein,
The payment confirmation should be visible in your bank statement - can you please forward it to nikolas.b@casino.guru and to the casino as well as soon as possible?
Awaiting your response.
Regards,
Nick
Poslao sam dokaz o uplati
Sa temom:
Betflare otvoreni depozit od 23.12.2024
I have sent the proof of payment
With the subject :
Betflare open deposit since 23.12.2024
Habe den Zahlungsnachweis gesendet
Mit dem Betreff :
Betflare offene Einzahlung seit 23.12.2024
Zdravo Frojdštajn,
Da li ste potvrdu uplate prosledili i kazino e-mail podršci?
Možete li, molim vas, proslediti komunikaciju između vas i kazina u vezi sa ovim pitanjem nikolas.b@casino.guru za dalji pregled?
Radujemo se Vašem odgovoru.
pozdrav,
Nick
Hello Freudstein,
Did you forward the payment confirmation to the casino e-mail support as well?
Could you please forward the communication between you and the casino regarding this matter to nikolas.b@casino.guru for further review?
Looking forward to hearing from you.
Regards,
Nick
Poslao sam potvrdu o uplati kazinu,
Međutim, nemam snimak razgovora
I have sent the payment receipt to the casino,
However, I do not have a recording of the chat
Habe den Zahlungsbeleg an das Casino gesendet ,
jedoch eine Aufzeichnung des Chat habe ich nicht
Hvala Frojdštajnu za sve date informacije. Vašu žalbu sada ću proslediti kolegi Branislavu ( branislav.b@casino.guru ) koji će vam od sada pomagati.
Želim vam puno sreće u rešavanju.
pozdrav,
Nick
Thank you Freudstein for all the information provided. I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
Zdravo Frojdštajn,
Žao mi je što čujem za vaše neprijatno iskustvo i izvinjavam se zbog kašnjenja. Kontaktiraću kazino i potrudiću se da rešim problem što je pre moguće.
Sada bih želeo da pozovem predstavnika kazina da se pridruži ovom razgovoru i učestvuje u rešavanju ove žalbe.
Dragi timu Betflare kazina ,
Možete li molim vas da pogledate problem igrača (neuspešan depozit) i obavestite nas o rezultatima vaše istrage?
Da li je kazino primio pomenuti bankovni izvod/potvrdu transakcije, koji pokazuje dotični depozit? Ako jeste, šta se dogodilo i zašto nije prošlo? Depozit je trebalo da bude izvršen 23. decembra 2024. godine.
Hvala.
Hello, Freudstein,
I am sorry to hear about your unpleasant experience and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible.
Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.
Dear Betflare Casino team,
Can you please look at the player's issue (unsuccessful deposit) and inform us about the results of your investigation?
Has the casino received the mentioned bank statement/transaction confirmation, showing the deposit in question? If so, what happened, and why did it not go through? The deposit should have been made on December 23, 2024.
Thank you.
Poštovani Frojdštajn i Branislave,
Hvala vam što ste dali tražene informacije i na strpljenju tokom istrage ovog pitanja.
Dragi Frojdštajne, izvršili smo interni pregled i kontaktirali našeg dobavljača plaćanja da razjasnimo status vaše transakcije. Prema ažuriranim detaljima, vaš depozit od 23. decembra 2024. je označen kao Odbijen 20. januara 2025. To znači da transakcija nije završena i sredstva nikada nisu knjižena na vaš račun za igre.
U takvim slučajevima vremenski okvir za povraćaj sredstava zavisi od politike vaše banke izdavaoce. Povraćaj sredstava obično traje do 14 dana od datuma otkazivanja plaćanja. Ako sredstva ne budu vraćena na vaš račun u ovom periodu, molimo vas da podelite izvod iz banke koji potvrđuje odsustvo povraćaja sredstava. Ovo će nam omogućiti da eskaliramo problem i dodatno vam pomognemo.
Izvinjavamo se zbog prouzrokovanih neprijatnosti i cenimo vaše razumevanje. Ako imate dodatnih pitanja ili vam je potrebna dodatna pomoć, slobodno nas kontaktirajte.
Srdačan pozdrav,
Betflare kazino tim
Dear Freudstein and Branislav,
Thank you for providing the requested information and for your patience during the investigation of this matter.
Dear Freudstein, we have conducted an internal review and contacted our payment provider to clarify the status of your transaction. According to the updated details, your deposit from 23 December 2024 was marked as Rejected on 20 January 2025. This means the transaction was not completed, and the funds were never credited to your gaming account.
In such cases the refund timeframe depends on the policies of your issuing bank. Typically, refunds take up to 14 days from the date the payment was canceled. If the funds are not returned to your account within this period, please share a bank statement confirming the absence of the refund. This will allow us to escalate the issue and assist you further.
We apologize for the inconvenience caused and appreciate your understanding. Should you have any additional questions or require further assistance, please do not hesitate to contact us.
Best regards,
Betflare Casino Team
Ovaj je post Casino Guru učinio privatnim. Sadrži osetljive informacije koje treba da vide samo strane uključene u prigovor.
Hvala obojici na odgovorima.
Dragi Frojdštajn ,
Možete li kontaktirati korisničku podršku svoje banke (bilo bi najbolje da to uradite putem e-pošte ili ćaskanja uživo ako je moguće) i pitajte ih za trenutni status i detalje transakcije u pitanju (sa detaljima transakcije vidljivim u komunikacija), i koji je standardni vremenski okvir za obradu povraćaja sredstava ako je transakcija otkazana? Zatim, možete li molim vas da prosledite celu komunikaciju putem e-pošte ili snimke ekrana razgovora uživo na moju adresu e-pošte ( branislav.b@casino.guru )?
Hvala. Radujemo se Vašem odgovoru.
Thank you both for your replies.
Dear Freudstein,
Can you please contact your bank customer support (it would be best if you could do it via email or live chat if possible) and ask them for the current status and the details of the transaction in question (with the details of the transaction visible in the communication), and what is the standard time frame for processing a refund if a transaction is cancelled? Then, can you please forward the entire email communication or screenshots of the live chat conversation to my email address (branislav.b@casino.guru)?
Thank you. Looking forward to hearing from you.
Mislim da je ovo posao kazina
Poslao sam sve dokumente kazinu putem e-pošte
Sa depozitom, ispunio sam svoj deo 100%
Da sada radim posao u kazinu
Ne mogu i ne želim da razumem
I think this is the job of the casino
I sent all documents to the casino by email
With the deposit, I have fulfilled my part 100%
That I should now do the casino's work
I cannot and do not want to understand
Ich finde das ist die Arbeit des Casinos
Ich habe dem Casino alle Unterlagen per Email zugesendet
Mit der Einzahlung , habe ich meinen Teil zu 100 % erfüllt
Das ich jetzt die Arbeit des Casinos machen soll
Kann und will ich nicht verstehen
Da, kazino je već uradio svoj posao, Frojdštajn . Pokušali su da to ispitaju i potvrdili su da nisu primili uplatu, a njihov dobavljač plaćanja/procesor je potvrdio da je transakcija označena kao Odbijena 20. januara 2025. i da nije završena. Stoga je trebalo ili bi trebalo da bude vraćeno na vaš način plaćanja. Dakle, pošto to ne funkcioniše tako, a kazino nije jedini koji treba da ispita stvar, uobičajeno je da onlajn kazina traže od svojih igrača izvode iz banke, pa je jasno da su depoziti odbijeni od njihovih načina plaćanja i da u međuvremenu nisu vraćeni ili poništeni. To znači da ne postoji druga opcija da se napreduje ovde osim da se kazinu dostavi traženi dokument.
Želeo bih da razjasnim nekoliko stvari.
Iako pokušavamo da pomognemo igračima da reše svoje probleme i zahtevamo saradnju i eventualno potkrepljujuće dokaze od kazina, takođe zahtevamo punu saradnju od igrača/žalioca. Pošto nam je kazino dostavio informacije koje je saznao u vezi sa predmetnom transakcijom, potrebno im je više detalja/dokumenta od vas kako bi započeli temeljnu istragu na njihovoj strani. Potreban im je traženi dokument. Dakle, sada je tvoj red.
Dakle, sada preporučujem da sačekamo do 20. februara, a ja ću vam podesiti tajmer do 21. februara. Zatim, 20. februara - proverite istoriju transakcija vašeg načina plaćanja i obavestite nas da li je iznos neuspešnog depozita vraćen na vaš način plaćanja. Ako ne – molimo vas da generišete kompletan bankovni izvod iz ovog načina plaćanja, koji se koristi za depozit (kompletna istorija transakcija sa vašeg bankovnog računa), za period 23. decembar 2024 – 20. februar 2025, kao PDF dokument, i prosledite ga kazinu, dodajući me u kopiju e-pošte tako da ću imati i dokaz da ste ga poslali.
Pored toga, pažljivo pročitajte moj prethodni post, pratite moja uputstva i dostavite mi traženo - to možete učiniti ranije, u međuvremenu, bilo kada pre 20. februara.
Imajte na umu da ako ne sarađujete i ne dostavite traženi dokument i dokaz, nećemo moći da vam dodatno pomognemo u vezi sa vašim problemom. U tom slučaju, ako ne želite da postupite u skladu sa gore navedenim uputstvima od mene i predstavnika kazina, slobodno me obavestite i ja ću u skladu sa tim zatvoriti slučaj. Ne moramo da trošimo više vremena na ovo i radije možemo da ponudimo naše usluge drugim igračima koji su voljni da sarađuju.
Čekamo vašu komunikaciju sa bankom i vašu e-poštu kazinu sa traženim bankovnim izvodom 20. februara 2025. ili pre isteka trenutnog tajmera, ako vaš depozit ne bude vraćen do 20. februara.
Ako iz bilo kog razloga ne uspete da ga obezbedite na vreme – bez brige. Tajmer će se automatski produžiti za još 7 dana, a naš sistem će od vas tražiti da odgovorite.
Hvala na razumevanju.
Yes, the casino already did its job, Freudstein. They tried to investigate it, and they confirmed they did not receive the payment, and their payment provider/processor confirmed the transaction was marked as Rejected on 20 January 2025, and not completed. Therefore, it should have been or should be refunded to your payment method. So, since it does not work like that, and the casino is not the only one who should investigate the matter, it is usual for online casinos to ask their players for bank statements so it is clear that deposits were deducted from their payment methods and were not credited back or reversed in the meantime. This means there is no other option to move forward here than to provide the casino with the requested document.
I would like to clarify a few things.
Although we try to help players resolve their issues and require cooperation and possibly supporting evidence from casinos, we also require full cooperation from players/complainants. Since the casino provided us with the information they found out regarding the transaction in question, they need more details/documents from you to start a thorough investigation on their side. They need the requested document. So your turn now.
So, now, I recommend we wait until February 20, and I will set up the timer for you until February 21. Then, on February 20 - check the transaction history of your payment method and let us know if the amount of the unsuccessful deposit was returned to your payment method. If not - please generate a complete bank statement from this payment method, used for the deposit (the complete transaction history from your bank account), from the period December 23, 2024 - February 20, 2025, as a PDF document, and forward it to the casino, adding me to the copy of the email so I will also have a proof you sent it.
In addition, please read my previous post carefully, follow my instructions, and provide me with the requested - you can do it earlier, in the meantime, anytime before February 20.
Please note if you fail to cooperate and provide the requested document and proof, we will not be able to help you further with your issue. In such a case, if you do not want to proceed according to the above instructions from me and the casino representative, feel free to let me know and I can close the case accordingly. We do not have to spend more time with this and we can rather offer our services to other players who are willing to cooperate.
Waiting for your communication with the bank and your email to the casino with the requested bank statement on February 20, 2025, or before the current timer expires, if your deposit is not refunded by February 20.
If you do not manage to provide it on time for any reason - no worries. The timer will be automatically extended by another 7 days, and our system will ask you to reply.
Thank you for understanding.
Već sam poslao ove dokumente u kazino
I have already sent these documents to the casino
Diese Unterlagen habe ich bereits auch schon längst an das Casino gesendet
Zdravo, Frojdštajn ,
Možete li nam dati ažuriranje? Šta je kazino odgovorio na vašu e-poštu sa dokumentom(ima)?
Trebalo je da me dodate u kopiju imejla sa potrebnim dokumentom(ima) koji je trebalo da bude poslat u kazino. Do sada nisam dobio nikakvu e-poštu od vas. I tražio sam od vas komunikaciju između vas i vaše banke/provajdera načina plaćanja u vezi sa dotičnim depozitom. Ni ja to nisam dobio.
Pored toga, ako ste kazinu poslali samo potvrdu plaćanja (snimke ekrana/slike), bez dodatnih detalja, kao što su vaši lični podaci, to je nedovoljno. Trebali ste da dostavite kazinu kompletnu istoriju transakcija iz načina plaćanja koji je korišćen za depozit, u PDF-u, za određeni period, kao što sam ja/kazino pomenut gore.
Dakle, sada, još jednom, ali imajte na umu da će ovo biti poslednji poziv i prilika da meni i kazinu pružite traženo - molim vas, ponovo i pažljivo prođite kroz moja prethodna 2 posta i dostavite traženo prema uputstvima.
Kada to bude urađeno, slobodno nas obavestite o tome ovde, u niti. Kao što ste već bili upozoreni – imajte na umu da ako ne sarađujete i ne date traženi ili veoma dobar razlog/objašnjenje zašto ga niste dali, žalba će biti zatvorena/odbijena.
Hvala na razumevanju. Radujemo se Vašem odgovoru.
Hello, Freudstein,
Can you provide us with an update? What did the casino reply to your email with the document(s)?
You were supposed to add me to the copy of the email with the required document(s) that should have been sent to the casino. I have not received any email from you until now. And, I asked you for the communication between you and your bank/payment method provider regarding the deposit in question. I have not received it either.
In addition, if you sent only a payment confirmation to the casino (screenshots/pictures), without further details, such as your personal details, it is insufficient. You should have provided the casino with the complete transaction history from the payment method used for the deposit, in a PDF, for the specific period, as I/the casino mentioned above.
So, now, once again, but please note this will be the last call and chance to provide me and the casino with the requested - please, go through my previous 2 posts again and carefully, and provide the requested according to the instructions.
Once it has been done, feel free to inform us about it here, in the thread. As you were already warned - please note if you fail to cooperate and provide the requested or a very good reason/explanation for not providing it, the complaint will be closed/rejected.
Thank you for understanding. Looking forward to hearing from you.
Dragi Frojdštajn ,
Nažalost, na osnovu vaše nesaradnje, neodgovaranja i izbegavanja da dostavite traženi dokument(e)/dokaze, zatvaramo/odbacujemo ovu žalbu.
Možete tražiti ponovno otvaranje slučaja ovde ili tako što ćete me kontaktirati putem e-pošte. Međutim, imajte na umu da ćemo zahtevati punu saradnju sa vaše strane i mogućnost da pružite traženo.
Ako želite da idete dalje, preporučujem vam da konsultujete organ za kockanje koji reguliše kazino. U slučaju bilo kakvih pitanja, slobodno mi pišite na branislav.b@casino.guru .
Puno vam hvala, Betflare kazino tim , na pružanju informacija i saradnji!
Srdačan pozdrav,
Branislav, Kazino.Guru
Dear Freudstein,
Unfortunately, based on your non-cooperation, non-responsiveness, and avoidance of providing the requested document(s)/evidence, we are closing/rejecting this complaint.
You can ask for the reopening of the case here or by contacting me via email. However, please note we will require full cooperation on your side and the ability to provide the requested.
If you would like to take it further, I recommend you consult the gambling authority that the casino is regulated by. In case of any questions, feel free to write to me at branislav.b@casino.guru.
Thank you very much, Betflare Casino Team, for providing information and for your cooperation!
Best regards,
Branislav, Casino.Guru
Besplatni profesionalni edukativni kursevi za zaposlene u online kazinima usmereni na najbolje prakse u industriji, poboljšanje iskustva igrača i pošten pristup kockanju.
Inicijativu koju smo pokrenuli s ciljem stvaranja globalnog sistema samoisključenja, koji će omogućiti ranjivim igračima da blokiraju pristup svim mogućnostima online kockanja.
Casino.guru je nezavistan izvor informacija o online kazinima i online kazino igrama, i nije kontrolisan od strane bilo kojeg operatora igara ili bilo koje druge institucije. Sve naše recenzije i vodiči su kreirani iskreno, u skladu sa najboljim znanjem i rasuđivanjem naših članova iz ekspertskog tima; ipak ovaj sadržaj je napravljen u informativne svrhe i ne bi smeo i trebao da se tumači kao pravni savet. Bitno je da uvek ispunite sve regulatorne zahteve pre nego počnete igrati u određenom kazinu.
Proverite svoj inboks i kliknite na link koji smo Vam poslali:
youremail@gmail.com
Link će isteći za 72 časa.
Proverite svoj "Spam" ili "Promotions" folder ili kliknite na dugme ispod.
Konformacioni e-mail je poslat ponovo.
Proverite svoj inboks i kliknite na link koji smo Vam poslali: youremail@gmail.com
Link će isteći za 72 časa.
Proverite svoj "Spam" ili "Promotions" folder ili kliknite na dugme ispod.
Konformacioni e-mail je poslat ponovo.
