BetSteve Casino - Player’s deposit has been deducted twice from the bank account.

I deposited £300 and this company duplicated my deposit and took another £300 out of my bank which is allegal meaning they took £600 and now i have bank charges, im considering legal advice on this company

Dear Andrew,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward me your payment receipt and cashier’s history of your casino account? Is the amount of £300 visible in any of those two? Have you tried to communicate this issue with the casino or your bank? If there’s any relevant communication, please forward it to petronela.k@casino.guru. 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 Andrew for forwarding the screenshots. Is there any relevant communication between you and the casino? Please forward it too. Thank you.

No sorry

There’s no communication because you didn’t store it, or because the casino didn’t comment on this issue? Thank you.

So unfair nobody been in touch

There just passing the buck

Dear Andrew,

I’m afraid that contacting the casino won’t help in this case. Have you tried contacting VISA? I have checked their website, and this is what I found:

https://www.visa.co.uk/contact-us.html

„How do I resolve unauthorized charges?

Your card issuer can help you resolve issues regarding unauthorised transactions. You will find their address and/or telephone number on your Visa statement. Their telephone number may also appear on the back of the card itself.

If you would like to learn more about services that Visa offers to add an extra level of protection to your Visa card, explore Safety + security." Additionally, you could contact them via email security@visa.com." 

Please let us know if this information was helpful. I will leave this complaint opened for a month and wait for your update. If there is no help from the VISA or your payment provider, we will decide how to proceed afterwards. Looking forward to hearing from you.

Visa saying nowt to do with them

MONEY GONE TO BETSTEVE

Top and bottom of it im suffering overdrawn this is terrible situation for me

Thank you very much Andrew for providing all the necessary information. I will now transfer your complaint to my colleague Matej 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.

Ok it's so unfair £300 missing and I'm being charged

Hello Andrew.

Unfortunately, all these situations are unpleasant and time-consuming. The casino will not credit these extra £300 until they receive them. 

If VISA already confirmed that they sent these extra £300 to the casino contact the casino, and send them an official statement from VISA.

Usually, the mistake is on the payment provider side. Therefore it is tough to blame the casino for that. We can't help you much in this case, but we can give you some useful advices and explain what happened in similar situations.

Hello Andrew.

Any news regarding this case? Were you able to get back the £300?

Any news regarding this case?

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.