Trustly Processing Information

bamberfishcake

Senior Member
MM
Joined
Jan 8, 2019
Location
Essex
I love Trustly!

I can instantly deposit for free and even more importantly, instantly cash out.....well, virtually instant if its with a decent casino like Videoslots, Cashmio, LV Bet and should mention Casino Calzone who also seem to process Trustly the way its designed.

Recently though I started getting some issues. I had a failed transaction that credited the casino account but chargebacked to mine. I didnt realise and eventually had to redposit to cover the credited casino account. Following this i had problems and kept getting error messages and late credits, sometimes the next day and more recently 3 days but both failed payments have now been credited to the casino and should be settled.

Trustly customer support are excellent, on hand 24/7 and i have found out something interesting that makes Trustly payments different to most and may be a reason for other members having issues:

If you have a failed transaction the merchant has to complete some part of the process that clears this from being a failed transaction on Trustly and creating ongoing errors. Unlike card transactions where each payment is individual a failed Trustly transaction can lead to subsequent payment issues. I am still having errors as currently waiting for the said casino to complete whatever it is they need to do to set the record straight.

Here's the Trustly responses to validate for anybody interested:

I had a look into these transactions and can confirm that they both were not processed instantly due to the 2 outstanding transactions which I mentioned before.
In order to have the instant transactions enabled for you again, please settle the transactions with the merchant.
Until then, each of your transactions will take additional time to complete, 1-2 bank days.

If you have one or more outstanding orders with a merchant, instant transactions will be disabled for you. It is not possible to disable this for one particular merchant, it gets disabled for all Trustly transaction.
In order to be able to make instant transactions, please settle your outstanding orders. If you have settled them, but instant transactions are still disabled for you, kindly get back to us with the feedback you received


In short, I can still deposit but its a pain, showing errors and delays.

I'll update when i get a response from the casino.
 

bamberfishcake

Senior Member
MM
Joined
Jan 8, 2019
Location
Essex
So today this finally came to a satisfactory resolution.

In short, if any Trustly transaction fails but is credited to your casino account there will be issues and delays with depositing, but not on withdrawal, until the merchant (casino) clears these transactions with Trustly.

There is a manual process for this and because its dealt with by finance the agents i was speaking with were not as informed as they could have been to deal with this swiftly so i was sent on a bit of a wild goose chase.

I was sent to Trustly, then the casino, then bank, then back to Trustly, by this time fed up so I obtained a solid email to forward to the casino to avoid going round again.

The casino then handled the process and Trustly is now working fine.

The error message i was receiving was essentially the same at different casinos but read like this one:

Screenshot 2019-10-25 at 9.43.32 AM.png

All is now back in its place and at peace with the world.
 

bamberfishcake

Senior Member
MM
Joined
Jan 8, 2019
Location
Essex
Had to update this thread.

Satisfactory resolution was short lived.

A couple of days later the same error messages and back to where i started. Able to withdraw via Trustly on one site but not deposit anywhere or withdraw anywhere else.

What was a superb response from Trustly customer service has now turned to tumbleweed. Trustly have ignored the last 3 emails over 2 weeks, so I have no choice but to try something different.

Can anybody recommend a similar product to Trustly? Theres a lot to choose from now but all seems to come with fees whereas Trustly is free.

For now im sticking to my trusty debit card.

Trustly for me has major issues and I would not recommend as I have previously.
 

bamberfishcake

Senior Member
MM
Joined
Jan 8, 2019
Location
Essex
OK, so the plot has thickened.

It turns out that the reason Trustly had not been replying to my emails was that somebody in the chain had managed to forward from a 'no reply' address meaning they were not receiving my response, not ignoring me.

Found out after checking the email for MissTrouble. Yes, i know i should have checked but who checks when they reply when previous replies have been answered?

With my new found zest the case was reopened. I can tell by the stunned silence that you are all now back on the edge of your seats.

Well....interestingly enough....it seems the casino that told me all had been completed at their end, which i believed because a single deposit went through, have not completed what they said they had done and there are still outstanding transactions showing at Trustlys end which are causing the issues.

Trustly's customer service are now reaching out to said casino on my behalf. What a team! It seems the best customer service which i thought had gone to pot has remained.

'Watch this space!'

P.S. Is there a prize for the most posts to one self in ones created thread? Well, hopefully my info will save some poor soul from going through the same issues.
 

bamberfishcake

Senior Member
MM
Joined
Jan 8, 2019
Location
Essex
Final update to close off this thread.

Trustly liased with the casino on my behalf, after telling them i felt like i was bashing my head against a brick wall and running around in circles for weeks.

A couple of days after reaching out to the casino they got a response and organised what needed to be done to free the process from the recurring problems.

Its been 2 weeks and all is right with the Trustly world again.

I would recommend them fully. Took ownership of the problem when the casino and bank could have done a little bit more and resolved it.
 

bamberfishcake

Senior Member
MM
Joined
Jan 8, 2019
Location
Essex
Videoslots

To be fair they tried to help and but i think the whole thing had them stumped. Trustly were the ones who came through in the end and had to guide them through an unfamiliar process, i assume.
 
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