Arctic Casino - Player experiences doubled deposit charges and game issues.

Hello, I was making a deposit and they charged me double, but they cannot see that this has happened. Two approval prompts came up during the transaction, I hesitated to confirm the second time but nothing came in (opened in a new tab).

I was in contact with the support, but they are making up one excuse after another, even though I have shown them via screenshots that the name of the transaction comes up during the deposit process.

In short, they charge double than what they should.

Also, in a 2€ spin on Hula Balua, I had 2 scatters and an amount, I can't remember. Then the game restarts and I get "tricked" out of it, as if it never happened. I wrote to support, but they said I should have taken a printout and so on.

The same happened the day before also in a bonus on Propaganda where I was up to 30€ something on spin 8/10 and it restarts, however, I got 30€ in my account, but I don't know whether those two would have been dead spins? I had a good multiplier.

I'm having a lot of issues with this casino...

Helllo prozentspin,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any relevant communication along with your game history in Excel format to nikolas.b@casino.guru? Please advise the exact time of the incident.

Meanwhile, please check our article explaining "How slot machines are programmed" https://casino.guru/how-slot-machines-work-math#how-are-slot-machines-programmed and maybe it’ll help to understand how servers communicate with players and what issues might occur on the way.

Regarding the deposits - would it be possible to forward your deposit history from the casino to nikolas.b@casino.guru as well?

Looking forward to hearing from you. Thank you in advance for your understanding.

I will fix in weekend, im at work right now.. 🙂

"The player from Sweden has several issues with a casino. They were charged twice on a deposit, which the casino support denies despite the player providing screenshots. Additionally, they experienced problems with games restarting prematurely, causing potential loss of winnings."

That was a good summary, way better then I explain 🫣😆

Waiting for answer, guess it will take some time...

Postning some other pics i have

Latest answer

Helllo prozentspin,

Based on the screenshots provided, it seems like the issue is more payment provider related and has nothing to do with the casino. Please try to contact them regarding both payments if there were both successful.

They say they only got one, but where is the other.....

Hello prozentspin,

As stated above, please contact your payment provider with this issue and let us know the outcome.

Dear prozentspin,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.