Casino Dome - Player’s struggling to receive a refund.

Talket Trustly on April 8, 2021. I couldn’t play because of the self-lock and the money wasn’t refunded.

Dear Jovain,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you played any of your deposited funds, or they’re still untouched inside your account? Do I understand correctly that you’ve been self-excluded from the casino previously? Have you been asked to verify your account before a refund can be processed?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

I haven’t played my funds because I couldn’t play them. They are still in the possession of the casino. I am not blocked from this casino but from other casinos in the same chain. I did not need to verify the account before depositing.

Have you been asked to verify your account in this casino, before a refund can be processed? Thank you.

Not requested.

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

Hello Jovain!

From now on, I will take care of your complaint. I would like to invite representatives of Casino Dome into this complaint to provide us with any clarification of the situation.

Hello Jovain,

please note that we reviewed your case and we escalated it to the relevant team to review your request of refund.

We will get back to you as soon as possible with all the updates.

If you have any further questions, please do not hesitate to contact us and we would be more than happy to assist you further.

Regards,

Casin Dome Team

Dear Casino Dome's representatives,

We are looking forward for your next entry once any outcome of your review will be available.

Ok!

Dear Jovain,

The funds have been refunded back to your payment method on the 03/06/2021. Please allow 3-5 working days for the funds to show in your account.

Should you have any further queries, please do not hesitate to contact us.

Regards,

Casino Dome

Thanks, money in the account, the case can be closed.

Hello Jovain!

As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.