The player from Finland has deposited funds into casino account just to find out that they can’t be played. Now they’re experiencing difficulties requesting a refund. Player’s complaint has been resolved successfully.
Casino Masters - Player’s struggling to receive a refund.
Amount: €30
Casino Masters
Safety Index:Above averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
7.1
Casino Masters has a Safety Index of 7.1, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
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3 years ago
Translation
Deposit with Trustly 5/19/2021 € 30. I couldn’t play because of the self-locking. I asked for a refund but I didn't get one.
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3 years ago
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
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3 years ago
I can switch the complaint, just forward the exact casino website URL. Thank you very much in advance.
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3 years ago
Translation
I have no funds at this casino. The case can be closed.
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3 years ago
Do I understand correctly that you don't wish to continue and switch this complaint to the correct casino?
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3 years ago
Please forward the casino website URL. Thank you very much in advance. Is this the correct one https://www.casinomasters.com/?
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3 years ago
Dear Jovain,
We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.
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3 years ago
Translation
Hey! The website is correct. They have been in touch with me and promised to take care of it. The matter has not yet been taken care of.
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3 years ago
Thank you very much, Jovain, for your confirmation. I have corrected the casino's name. Could you please advise if you have completed the account verification?
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3 years ago
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I got my money back. The case can be closed. Thanks for help.
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3 years ago
As the issue has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Jovain, for your confirmation, and please 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.
Best regards,
Petronela
Casino.Guru
