Ares Casino - Player’s experiencing difficulties receiving her refund.

Hello,

I have made several deposits with the casino which were okay.  One deposit of £35 was made which I said It had declined.  I had an email also saying that it had declined. It still showed coming out of my bank as pending.  I asked support and they said as it was pending it wouldnt be claimed so wait for it to go back into my account.

It was claimed and Natwest provided me with the authorisation code.  I went back to the casino who continued to deny having the deposit.  I had asked for my account to be closed as I did not want to play with a casino which appeared to be untrustworthy.  I showed proof that the £35 had come out of my account and provided the authorisation code.  I asked for the £35 to be refunded as I did. It want to play there.

i was repeatedly told They had no record of the deposit going into their account and it had been declined.  I have proof that it was taken and the banks say they cannot assist as it had been fully authorised.  The casino initially said they would refund the money but claimed they only way they could do This was to reverse a payment that they could see and this was for £30.  This was allegedly done on 3rd March but never arrived.

i chased this again and again to finally be told that the refund had failed for some reason and the only way they could refund me was to an ecopayz account.  this was no good to me as I don’t use ecopayz and cannot withdraw less than €100 from it.  They insisted that this was the only way so I reluctantly started an ecopayz account and provided the number.  
 

the money still did not arrive.  I emailed again and was told that the £35 had been refunded to my card.  They have not provided any details of this, no card number or reference and say it is now up to my bank.  There are no refunds pending to wither of the accounts I used.  This is also contradictory to the claim that they cannot refund £35 to a card as they don’t have the deposit showing to reverse.

my subsequent emails are now being ignored.  
 

the casino have stolen £35 from me and refuse to refund it

Dear Rachael,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We will contact the casino and ask for their assistance, but, before we do that, please could you forward me your deposit receipt? My email address is petronela.k@casino.guru or you could attach it here when replying. I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards, 

Petronela

Thank you very much Rachael for providing all the necessary information and screenshots via email. I will now transfer your complaint to my colleague Juli who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hi Rachael, 
I’m sorry to hear about your problem.  We have already contacted casino support and we are waiting for a response from them. Once they answer, we will immediately let you know.

We would like to ask the Ares 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 affect its rating.

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’.

The casino can reopen this complaint anytime.