The player from Italy has deposited money into casino account but the funds seem to be lost. The issue has been resolved successfully.
20Bet Casino - Player’s deposit has never been credited to his casino account.
Amount: NZ$149
20Bet Casino
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6.8
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
Unauthorized appropriation due to lack of deposit refund
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1 year ago
Dear Nemokid,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Unfortunately, I’m not able to assist you with this case based on the current description of events and I will need definitely more information. Could you please elaborate?
I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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1 year ago
Translation
I deposited NZD 148.98 in BTC via Coinbase on the 3rd of this month on the site in question but the money was never credited to the gaming account , even though the transaction was confirmed and the money was present in the dedicated wallet. The casino rejected this transaction with an absurd excuse, claiming that the amount was not identical to the originally declared amount of NZD 150.00. The thing that surprises me is that I have been registered here for years without ever having had problems of this type and as a VIP customer I have also asked the VIP manager for clarifications who to date have not yet given me an exhaustive answer, in the meantime the assistance customers unfairly accused me of being responsible for the failed credit, not having deposited the exact amount exactly. Usually all the amounts I have deposited up to now have never coincided with the selected starting amount , certainly not my fault but due to the volatility of the bitcoin but the same both in default and in excess have always been credited in less than 10 minutes in the game account without any problem whatsoever. I don't understand why this time my deposit was rejected for no real reason when they could credit it as they always did directly to the gaming account regardless of the amount selected at the start!
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1 year ago
Is there any relevant communication that you could forward to petronela.k@casino.guru, please?
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1 year ago
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What do you mean by relevant communication? I have attached the statement of the deposit made via Coinbase. Below is the transfer denied and still not refunded.
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1 year ago
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It's been 11 days and not even a shadow of a refund! They reassure me that they will return the deposit they denied... The same happened for Bizzo Casino but in that case they refunded in 4 days!
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1 year ago
Thank you very much, Nemokid, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. However, I would like to warn you that it seems to be a common practice of 20Bet Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy" we keep on trying.
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1 year ago
Hello there,
Thank you Nemokid for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask 20Bet Casino for their help in resolving this complaint. We would like to know why wasn't the deposit accredited to the account and what can we do to help resolve this issue.
Thank you!
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1 year ago
Translation
I contacted Antillephone NV by email ordering the casino to refund the deposit made on the 3rd of this month. It's not normal for them to keep my money for 18 days!
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1 year ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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1 year ago
Good afternoon,
Please be informed that the issue regarding the customer's deposit has been resolved. The customer has been reimbursed 123 NZD as a refund, which has been credited to their payment wallet.
Regrettably, we were unable to process a full refund due to a 26 NZD transaction fee; however, this fee has been added to the player's account.
Thank you all for your patience.
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1 year ago
Thank you very much for the update, Dear Nemokid, we will keep this complaint open until you confirm your refund has been successful. Please keep me informed about any further developments.
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1 year ago
Translation
Refund successful but the times for resolving the problem (refund) are unacceptable also considering the current level maintained in this casino (VIP).
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1 year ago
Dear Nemokid,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Peter
