Public complaints: SUNMAKER Support / Live - Chat miserable!

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Insa24 wrote on 09/19/2018 at 17:02: Thank you for using our customer service. A copy of the chat transcript can be found below:

Chat Started: Wednesday, September 19, 2018, 14:51:27 (+0100)

Chat Origin: sunmaker EN

Agent Monique

( 0s ) Monique: Welcome to our live chat. My name is Monique. How can I be of assistance?
( 12s ) Anja: Hello
( 1m 25s ) Anja: I would like to ask you again if the Deposit problem has been solved for me or why I can't make a deposit with you for some time?
( 1m 49s ) Monique: One moment please
( 1m 59s ) Anja: sure
( 2m 23s ) Anja: Or did I just express myself wrong?
( 2m 42s ) Anja: I can no longer make deposits via my credit card
( 2m 50s ) Anja: neither the one nor the other one
( 2m 57s ) Anja: Mastercard
( 3m 11s ) Anja: everything else works sorry
( 4m 2s ) Monique: one moment please
( 8m 2s ) Anja: are you still there??

( 8m 15s ) Monique: Yes, please be patient for a moment
( 8m 31s ) Anja: of course
( 9m 1s ) Monique: Your deposit has been rejected by the credit institute, we can't tell you the exact reason. We therefore ask you to contact your credit institution directly.
( 9m 23s ) Anja: I have done that
( 10m 10s ) Anja: that's why I'm back at your place to ask if you can help me with the problem
( 10m 30s ) Anja: money is always available on both prepaid mastercards
( 10m 37s ) Monique: Unfortunately not, as I said, the deposit was not rejected by us, but by the credit institution
( 11m 17s ) Anja: the credit institute has not received an electric request from you for quite some time now
( 11m 45s ) Monique: The deposit has not been made because the card is blocked
( 11m 52s ) Monique: we can't tell you any more than that
( 11m 52s ) Anja: such nonsense
( 11m 58s ) Anja: like blocked
( 12m 2s ) Monique: this is the message we receive
( 12m 2s ) Anja: from you?
( 12m 9s ) Monique: No, not from you guys
( 12m 24s ) Anja: ??
( 12m 37s ) Monique: Please contact your credit card company. we can't help you in this regard
( 13m 1s ) Anja: please don't get me wrong
( 13m 35s ) Anja: but i can also pay in other Online Casinos and companies etc. with these cards
( 13m 48s ) Monique: Yes, you can. it is up to you. We just forward the message. That's all we can do
( 14m 16s ) Anja: that follows from the logic that the error is in another place
( 14m 25s ) Anja: and please very briefly
( 14m 52s ) Anja: in the last conversation with a colleague I was also told that you will take care of it and forward it to them
( 15m 6s ) Anja: that's it I never heard anything again
( 15m 26s ) Anja: that's why I'm here now and I have to be quiet
( 15m 39s ) Monique: As I said, please contact your credit card company. We can not help you in this regard.

--- here the chat was closed and terminated by the employee without further ado ---

We look forward to seeing you soon.

---

Fact: I have two debit Mastercards, each with sufficient credit. With one of them I just paid at Aldi and with the other one I paid today at Amazon and at another OC.
It is also a fact that I called both credit institutions and received the clear and friendly (!) Answer that the electronic request that Sunmaker or Playcherry usually sends when depositing via MasterCard, has not arrived at all. This means that if I try to make a deposit with Mastercard at Sunmaker, the OC does not even send this deposit request to my credit institution, OR? Am I seeing this correctly?
The employee said that "my card is blocked" (..."by you?" - "no, not from you"...:-D I'm hitting the road) - then rather from Sunmaker side, OR??? Is that how I see it?

penultimate fact is also that any documents in my profile are deposited by the OC and verified in the status. Be it passport, address, photos of both credit cards etc pp. I have already made payments there.

The very last fact is: I have actually always enjoyed playing at Sunmaker, sunnyplayer and Co. but unfortunately this has not really been possible for about 1.5 months, since I have been put in the way of deposits. Consequently, I have my accounts at Playcherry deactivate, block, delete, whatever - But who does not want my money and a loyal customer so stupidly abfertigt, it has apparently really not needed! Really too bad but maybe not so bad

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