CasinerX Casino - Player is experiencing difficulties with a refund.

I was in contact with the casino back in February 23 following which they agreed to refund me £500 of deposits (total deposited was over £1,000) due to a complaint I made to them. Following completion and signature and return of the letter they went back on their word and never refunded me. I have been unwell since then and am now trying to make contact again but their email addresses support@Casinerx and gmorgan@Casinerx are bouncing back and no longer available. gmorgan@Casinerx was the email for an rep named George Morgan who was supposedly assisting me. I am trying online chat but it is slow and often unresponsive and they cannot provide me with any email apart from support@casinerx.com despite me telling them it is now working on any of my devices. I will attach a copy of the letter they asked me to write as evidence and I am just asking for a rep from Casinerx to contact me on here so we can resolve the matter.

Dear Lottie48 ´,

Thank you very much for submitting this complaint. I'm sorry to hear about your issue. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please explain in more detail the reason for your deposit refund?

When was the last time you communicated with customer support and what was it about? Have you tried contacting support via e-mail info@casinerx.com as well?

Could you please confirm if you completed the KYC verification?

Please forward any relevant communication between you and the casino regarding your refund to veronika.l@casino.guru.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Refund was following complaint about their practices. I did complete KYC verification. I have just tried info@casinerx.com and it is bouncing back saying server is disconfigured.

To be honest they have been so unprofessional in how they have treated me (asking me to sign a refund agreement then ignoring it) that it would not surprise me if they have blocked me on email

They asked me to complete and sign a letter confirming upon receipt of the £500 the matter would be closed and no further action taken against them. I completed this letter and also sent all KYC docs

Veronika I have sent you copies of emails from the casino confirming their intention to refund some of my deposits as well as a copy of the letter they asked for to confirm this. Casinerx rep I still cannot contact you direct as all emails are bouncing back. Are you active on here and able to respond please?

Thank you for the emails. The last message I received from you showed that you were asked to undergo KYC verification. Have you received any emails from customer support after that? It would be really helpful if you provided us with the entire communication you had with the casino since February.

Hi Veronika - I cannot find or copy it all but have found the main agreement from them so will email to you.

Thank you very much, Lottie48, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

Thank you Lottie48 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask CasinerX Casino for their help in resolving this complaint. We would like to know why the player did not receive their refund yet and what can we do to help resolve this issue.

Thank you!

Thanks Peter - I will await a response from CasinerX. Dear CasinerX I await your response asap as still unable to email you as all known email addresses bounce back.

We would like to ask the 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 negatively affect its rating.

CasinerX it appears you are not even going to bother replying on here? Very disappointing.

I can confirm I have also tried to email CasinerX again as I now have 3 email addresses for them but they all bounce back:

sales@casinerx.com

info@casinerx.com

support@casinerx.com

As an update - all my deposits to CasinerX show on my bank statement as going to IBoxbank Ukraine. I have just discovered that IBoxbank had their banking licence revoked by the government in May 23 as officials of the bank were involved in a criminal conspiracy with a number of gambling operators including CasinerX. CasinerX it would be useful if you could respond now please.

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. The casino operates under the Costa Rica Licensing Authority which unfortunately has no option to submit a complaint directly to it.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Peter