Alphawin Casino - Player complains about unexpected multiple deposits.

The issue is that I wanted to make a deposit of 20 leva on the site. I filled in all the necessary information and the CRV code, went back to the site to start playing, and found that the money wasn't there. I refreshed the page, but still, the funds were not showing up. I tried to make a deposit a second time and it was the same - no money in the account even after refreshing the page. I made a third deposit and suddenly saw 60 leva in my account, even though I only wanted to deposit 20! I needed the other funds urgently to pay for an online item at the same moment. It seems that without any desire to have 60 leva in your account, they take 60 leva from your card. THIS IS NOT MY FAULT. I HIGHLIGHT THIS! I needed the money immediately, and I failed a lot of things because of a single site, which without any reason decided to scam its client. It's not my fault that the site had a problem and didn't acknowledge the deposit. Imagine if next time I want to deposit 2000 leva, and the deposit balloons to 6000 leva. THIS IS THEIR FAULT AND THE ISSUE STILL PERSISTS EVEN AFTER REFRESHING THE PAGE! It's not right. They told me I should have contacted them straight away, but why should I waste my time over something that is not my fault at all? Secondly, even if they wanted to return the money, they would have done so in 3-5 working days (a common practice). I HAD AN URGENT NEED TO MAKE MY ONLINE ORDER, BECAUSE OF THEM I'M LOSING TIME, MONEY, AND BENEFITS! PLEASE DO SOMETHING ABOUT IT. IT'S NOT FAIR TO MISLEAD PEOPLE. You can check, I'm a frequent player on all online sites and I've never had any problems with anyone before. When I lose my own money, I'm responsible for that, BUT WHEN IT'S TAKEN FROM MY CARD AGAINST MY WILL, THE CONSEQUENCES DO NOT MATTER AT ALL!!!! They claim that the first deposit at 10:05 am and third at 10:08 am were different and didn't match the deposits. I first explained most politely, if I wanted to deposit 60, I would have done so from the beginning, why would I deposit 3 times 20 leva, considering that there was no play between the first and third deposit, NOTHING WAS PLAYED WITH THE MONEY. THEY SIMPLY SCAMMED ME. They tell me that there was a 3-minute difference between the first and third deposit, but I would ask how long does it take to see that there's no money in the account, to refresh several times, to start again with entering the CRV CODE, a promotional code for the specific site, and an amount you want to deposit, in what timeframe do they expect this to happen, in 10 seconds? Please check this and I want my funds returned! I lost money, time and privileges because of something for which I HAVE NO BLAME! I AM NOT TO BLAME. Consider what happened. Next time the figures will be much more impressive, don't give them this chance.

Dear babulev1999,

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

For future references, I would like to warn you, that if your deposits have 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. Please understand that delays in deposits are not usually caused by the casino itself but rather by the payment provider.

• Could you please advise if a refund of your deposits has been initiated already?
• Have you been asked to provide any documents before the refund can be processed?
• Please forward your payment receipts to petronela.k@casino.guru. 

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

Best regards,

Petronela 

Dear babulev1999,

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.