The player from Sweden made a deposit to Casino Gami. However, the casino maintains the transaction was cancelled and suggests the player asks for a refund from his bank. The bank insists the transaction was completed and cannot be revoked. Therefore, the player's deposited fund is missing. The complaint was closed as 'unresolved' because there was no response from the casino.
Casino Gami - Player's deposit has not been credited to his account.
Black points: 91
Amount: 2,000 kr
Casino Gami
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Unresolved
Our verdict
No reaction, good regulator
UNRESOLVED
Case summary
1 year ago
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1 year ago
Translation
Hey Guru! I have deposited 2000.- at Casino Gami via Swish but they claim that the transaction has been canceled and that I should contact my bank for a refund. When I contact the bank they say the transaction has been posted and transferred to Casino Gami's account. The bank cannot therefore revoke a completed transaction. I inform Gami about this but they claim they haven't received the money. I feel robbed of 2000.-
Sincerely
Mikael Springe
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1 year ago
Dear Petrucci74,
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 to make sure I understand the situation completely.
Have you made any successful deposits before?
Please could you forward the payment receipt and any relevant communication 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 response.
Best regards
Veronika
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1 year ago
Translation
Hi Veronika!
Thanks for fast response!
Have made previous deposits without problems. I will forward the documents to you during the day.
Please
Mickey
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1 year ago
Thank you for your email. Could you please forward me all the relevant communication between you and the payment provider? My email address is veronika.l@casino.guru. Alternatively, you may post it here.
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1 year ago
Translation
Hello! I have previously emailed Veronika that there is no saved documentation between me and the bank as all communication took place over the phone.
Sincerely
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1 year ago
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I have now been in contact with the bank again and requested documentation on the transaction which I am emailing to you.
Sincerely
Mickey
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1 year ago
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Yes, emailed it last week but as usual got no response from their support..
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1 year ago
Thank you very much, Petrucci74, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@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.
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1 year ago
Hello Petrucci74,
I have reviewed your case and will contact the casino to see if I can help.
We would like to invite Casino Gami to join the conversation and participate in the resolution of this complaint.
Dear Casino Gami,
Could you kindly update us on the status of the player's deposit? It seems that the transaction has been successfully processed by the player's bank.
Thank you.
Kind regards,
Tomas
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1 year ago
Translation
Hi Thomas!
Thank you for your commitment. I have emailed them several times and attached statements showing the transfer completed but never get a reply. Feels like an extremely unserious actor..
Sincerely,
Mickey
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1 year ago
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.
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1 year ago
Translation
Hello! You will most likely not get a response because it is a rogue actor dealing in scams. I have tried to email several times with no response, but thank you for your effort anyway 👍🏻
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1 year ago
Dear Petrucci74,
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. 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 might 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.
In the meantime, I recommend you contact the Allmänna Reklamationsnämnden (ARN) at https://www.arn.se/ and submit a complaint to them. The next step would be contacting European Commission (https://ec.europa.eu/consumers/odr/main/?event=main.complaints.screeningphase). Please let me know how they responded (tomas.k@casino.guru).
I am sorry I could not be of more help on this occasion.
Best regards,
Tomas
