The player from the United Kingdom had encountered a transaction issue when an attempt to deposit €21 failed, but the money was still deducted from his account. Despite assurances by the casino's live chat that the issue would be resolved within 5 working days, he had not received his money back by 16/01. After we had advised the player to reach out to his payment provider and he had forwarded his payment receipt to us, the issue was successfully resolved. The player had confirmed that the money had been refunded to his account. We had subsequently closed the complaint as 'resolved'.
Betzino Casino - Player's deposit has been deducted without success.
Amount: €21
Betzino Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 months ago
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3 months ago
On 03/01 I tried to make a deposit for €21 using my revolut card. The transaction failed but the money left my account. I used live chat and they said it would be returned in 5 working days. After 5 days I used live chat again and was told they would look into it. It's now 16/01 and for the last two days I've been told the same that the relevant department is looking into it and I'll be contacted by email. Worst experience with them ever
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3 months ago
Dear bladessteve1,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
I would like to warn you, that if your deposit has 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.
If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.
- Could you please advise if it was your first deposit in this casino?
- Please forward your payment receipt 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
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3 months ago
Player's additional comments:
Thank you for your help in this case and today I can confirm that the money has finally been refunded to my account
Thank you for your help
Steven C*******
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3 months ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, bladessteve1, for your confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
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