Dear Veronika,

I am writing to express my disappointment and frustration with the payment issue I experienced while playing at your casino, Casinia Casino. On January 3rd, 2024, I deposited €50 using Klarna, which was confirmed by my bank. However, the amount did not appear in my player account.

As a regular customer of yours, I am surprised and disappointed that this issue occurred. I understand that technical issues can happen, but as a paying customer, I expect a certain level of service and attention to my concerns.

I would appreciate it if you could look into this matter and resolve the issue as soon as possible. I have been playing at your casino for a while now, and I enjoy the games and services offered by Casinia Casino. However, this experience has left a sour taste in my mouth, and I am not sure if I will continue to play at your casino unless this issue is resolved.

I hope you understand my concern and take necessary action to resolve this matter.

Sincerely,
Kroatien02

Casino Analyst & Complaint Specialist

Dear Kroatien02,

Thank you for submitting a complaint about the payment issue you experienced. I am sorry to hear that the deposited amount did not appear in your player account despite being confirmed by your bank. I understand how frustrating this can be.

As per our standard procedure, we recommend that you contact your payment provider (Klarna) to check if there are any issues with the payment. If they confirm that the payment was made correctly, then we will investigate further to resolve the issue.

Please note that resolving this matter may take some time (around a month). We will keep an eye on this case and update you accordingly.

Thank you for your understanding, and I hope you have a great 2024 year!

Best regards,
Veronika