BacanaPlay Casino DE - Играчът търси помощ при проблем със закриване на акаунт и възстановяване на средства.

Dear Sir or Madam,

Last Friday, I played at Bacanaplay.

Seven days earlier, I had reached my deposit limit of 200€ at Tipico,

and no further deposits should have been possible.

However, this was not the case, and I had also forgotten about it.

Since I was dissatisfied with the casino, I wanted to close my account and also requested a refund.

On the Bacanaplay website, there is a German phone number which I called as I had not received any response from the casino. However, a hotel in Munich answered the call.

As a contact, Bacanaplay lists kontakt@drückglück.de

(That's how it is written)

The email does not go through, and support@drueckglueck.de gets rejected as spam. Initially, I contacted support@bacanaplay.de and support@bacanaplay.com.

When you log in to Bacanaplay and try to chat with support, you only get a chatbot.

I find this very strange for a casino licensed in Germany.

Could you assist me?

Sehr geehrte Damen und Herren,

ich habe letzten Freitag bei Bacanaplay gespielt.

7 Tage vorher hatte ich bei Tipico mein Einzahllimit von 200€ erreicht

und es hätte keine Einzahlung mehr möglich sein dürfen.

Dem war aber nicht so und ich hatte es auch vergessen.

Da ich mit dem Casino unzufrieden war wollte ich mein Konto schliessen lassen und forderte auch mein Geld zurück.

Auf der homepage von Bacanaplay gibt es eine deutsche Telefonnummer die ich angerufen habe da ich bis heute keine Antwort von dem Casino erhalten habe. Dort meldet sich ein Hotel in München.

Als Kontakt steht auf Bacanaplay auch kontakt@drückglück.de

(so geschrieben)

Die mail geht dort nicht durch, support@drueckglueck.de wird als spam abgelehnt. Ich hatte zuerst support @bacanaplay.de und support@bacanaplay.com angeschrieben.

Meldet man sich bei bacanaplay an und möchte mit dem Support chatten bekommt man nur einen chatbot.

Ich finde das sehr merkwürdig für ein in Deutschland lizensiertes Casino.

Könnten Sie mir weiterhelfen?

Dear chspe,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with BacanaPlay Casino DE.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please share any kind of confirmation about what your deposit limit was set to at the time of the incident?
• Could you please share your attempts to contact the casino via email and live chat? My email is tomas@casino.guru

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,

Tomas

Hello chspe,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thanks for your email and your patience. I apologize for not replying sooner.

Could you please advise whether the casino contacted you and replied to your requests for account closure and refund of your deposited funds?

Hello Thomas, I have not received an email from Bacanaplay yet.

Nothing has happened.

Greeting,

Chris

Hallo Thomas, ich habe bis heute keine email von Bacanaplay erhalten.

Nichts hat sich getan.

Gruß,

Chris