24betting Casino - Player's deposit is not showing in her casino account.

Dear Casinoguru Team

I deposited 1250₹ in 24betting today date 09/09/2023 and the amount successfully sent to the payment provider and deducted from my Bank Account but 24betting claiming that they not received the payment.The mistake is from their payment provider's side but still 24betting not adding my money also not sending me the proof that my money has been refunded by them.Kindly Help me in Adding my amount of 1250₹,I am too worried.Their customer support Ignoring and replying without proper reading.

Thanks

Dear sona9517,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process that takes approximately one month. In these cases, the casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted. 

If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.

Could you please advise if you’ve submitted a ticket with Casino Customer Support and received any reply already? If you haven’t contacted the casino directly yet, please go to the website (https://24betting.com/casino), then open the live chat, and the live chatbot will immediately give options:

1) deposit problems

2) withdrawal problems

3) bet problems

Click on the relevant button and input the relevant details that the bot asks for. It is very fast and efficient.

If you’ve already done so and received any kind of reply from the casino, please forward it to petronela.k@casino.guru and specify the ticket number.

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Petronela 

Hi all

this customer has already raised with us queries relating to these deposits, and we have already responded to this customer, that his deposit transactions that he is talking about did not complete successfully.

We have also provided this customer with screenshot evidence from our payment gateway this deposit transactions did not complete successfully, which we will provide again on this thread below.

Even though the deposit amount may have been debited from this players account, if the transaction times out on his side or has a bad connection, or doesn't complete successfully, then the transaction wont complete successfully and we wont receive the the deposit on our side.

In most situations like this, the Amounts should auto refund back to the player after a number of days, normally not more than 10 days, but is not something that we have any control over, as it is through Indian payment systems and banks.

Here are the screen shots again for this customer to see below:

Yes, this player may be frustrated.

But it is not our fault that these transactions did not complete successfully.

If after 10 days, of these transactions the player was still not auto refunded, we will investigate further.

Kind regards

Dear Casinoguru Team

I have paid the amount manually by scanning QR code so amount cannot be refunded automatically till the payment provider will not refund.There is no mistake from my bank's side or provider's side.Also I have asked the details of payment provider through which 24betting received the payment.

This is the link of payment provider through which this casino received payment but not investigating with payment provider: https://secure.pay247.co.in/pgui/jsp/surchargePaymentPage.jsp

Without proof from pay247 I cannot wait anymore.Give me proof from pay247 where this payment provider mentioned that he has not received the amount

Thanks for understanding

I completely empathize with your frustration, sona9517. As I mentioned previously, the process of locating and refunding your funds to your bank account or crediting them to your casino account may take some time. In order to give the casino sufficient opportunity to investigate and resolve the issue, I will extend the timeline for an additional 30 days, making it a full month. If no progress is made by then, we will step in and intervene. Let's remain optimistic and anticipate positive news regarding your deposited funds. Thank you for your patience and understanding in advance.

Dear all

the above screenshot is from the payment providers system.

it is not from our system.

the chances that this transaction will complete successfully are close to zero,

The chances that you will be auto refunded within the next 10 days or so are high.

it is not by us. it is by the payment providers and partner banks.

kind regards

Dear Casinoguru

24betting was claiming me that payment is cancelled but they received the payment already and they did this same with many other players also.But when I complaint on Casinoguru and by your effort now the amount of 1250₹ has been added to my 24betting Account.Thanks a lot for justice.Without you this is was not possible because 24betting was directly saying that payment is Cancelled while they received the amount and in last they have added the amount in my 24betting Account.

Kindly mark "Resolved".

Thanks❣️☺️

Dear Casinoguru

They have Returned the amount which they have credited😡 This is cheating with me why they returned the amount and also not sent my Refund in my Bank.Kindly help me.

Please allow a few working days for the funds to be refunded to your bank account and keep me informed about any further developments.

Dear sona9517,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I haven't received my refund in my Bank Account also the amount not credited to my 24betting account.And already it's more than 10 working days completed.My bank has confirmed that payment is successfully sent to merchant and there is no refund issued by the merchant.Kindly help me in getting my fund bank else I will have to issue chargeback.

Thanks

Dear sona9517,

Kindly send your bank statement covering the period from the day you made the deposit until now. This is to substantiate that the money was not refunded.

Thank you very much.

Dear sona9517,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.