Bambet Casino - The player's balance disappeared.

Hello, I have requested a withdrawal of 500€ in the casino on 23/02/2013. This was also quickly approved. As a withdrawal method I have chosen credit card. When I looked at my bank account in the afternoon, I saw that I received a payment in the amount of 500€. However, after the payment, my bank statement shows a debit of 500€. Both transactions were made from the same name, this name is Bithoven. Both transactions are one minute apart.

There are now two possibilities that came into question. The first is that I had disabled the "Online Payments" option in my bank app at the time and the payment was automatically blocked. I sometimes do this for security reasons, but assumed that this only affected my payments to others and not the other way around. 

The other possibility is that the casino booked the 500€ back immediately. 

I never had access to the €500 and did not redeposit it as the casino claims. 

I have provided the casino with screenshots of my online banking as well as account statements showing this. 

After days I have now received an answer that does not match my problem. The casino tells me that there is a problem with my deposit. Either they can't understand me, or they don't want to. I did nothing wrong and just want to get my won money. 

Thanks a lot

Hello Rfx1991,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Bambet Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if you did contact your bank regarding the payment? It's more likely that the bank rejected the payment and it will be soon returned to the casino. When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hi Nick,

I too think it is likely that due to my settings in my online banking, my bank declined the payment. My bank has not yet given me an answer. However, it frustrates me that today after 4 days I received a reply from the casino telling me that there were problems with my deposit. I have explained it to them in several emails, including screenshots etc. My problem still doesn't seem to be really understood there, even though I don't write so vaguely. That means I can be patient for another month and still nothing comes out of it because the problem is not understood. 

Thanks for your help

Hello Rfx1991,

Your issue is more likely related to your bank and not the casino. Be sure to get in touch with them as much as possible to find the solution for this.

Once the bank would confirm that the money has been sent back to the casino, we might be able to help you out but we can't interact with your bank.

Dear Rfx1991,

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.

Hi Nick, you can close the complaint please. I have not received any feedback from my bank until today. However, the payment service provider of the casino probably noticed that something went wrong and referred the money back to me. 

So the casino did not make a mistake. 

Thanks for your help. 

Thank you Rfx1991 for the information. I will now close the complaint based on your request.

Please do not hesitate to contact us if you will come across any other trouble again in the future, we will gladly try to help you.