Casino-X - Player complains about an unauthorized deposit.

On January 11th, there was a withdrawal from a debit card that I didn't recognize, and I was playing at Conquestador Casino at that time.

Somehow I was curious about Casino X and went to see the deposit history.

Casino X stated that I made two deposits of $20 on 1/10, but I did not make a deposit to Casino X on 1/10 or 1/11. 1/10 payment history did not have two debits of $20 from my debit card even when I looked at my bank account.

I didn't receive an e-mail from CasinoX that the payment was completed.

The last e-mail from Casino X of the payment completion e-mail is 1/8.

I told Casino X that I wanted a refund because it was obviously strange, but they would not return it because they lied to me.

The customer made two deposits of $20 on 1/11 to play, saying that refunds are not possible. And that's all I'm told and they won't refund me.

I screen-shot the evidence, the bank withdrawal history, and the history of playing with Conquestador and showed it to Casino X, but they just ignored it.

I'm thinking of reporting to the bank that there is an unfamiliar withdrawal, but I can't get a forced refund unless I report the damage to the police. I'm thinking of filing a police report after reporting that my debit card has been withdrawn.

The staff at Casino X only tells lies and does not respond to refunds.

I believe this is a crime of fraud.

I think they lie to me because they don't seem to understand the seriousness of the fraud. I would like a refund. Thank you.

The first screen shot is the deposit and withdrawal history of my bank account. 2820 yen on 1/11 is a withdrawal of $20. There are 2 withdrawals of 2820 yen. It is an unfamiliar withdrawal of 5640 yen in two times.

The second screen shot is the deposit and withdrawal history of Casino X.

The third screenshot is the history of my playing with Conquestador.

The 4th and 5th emails say that my debit card has been withdrawn.

Dear rrsyae6o263,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We will contact the casino and ask for their assistance in resolving this issue, but, before we do so, could you please forward a payment receipt showing the unauthorized transaction (the one that I received already is a bit blurred) along with any relevant communication? My email address is petronela.k@casino.guru.

Additionally, please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members had access to your card details and might have used it without your consent.

Do I understand correctly that the funds have been debited from your bank account but not credited to your casino account?

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

Best regards,

Petronela

Player's additional comments:

"The screenshot above is the game history of Conquestador, which I was playing when I deposited into Casino X.

The screenshot below is the screenshot presented by the customer staff as the game history that Casino X side played after I made a deposit.

I am suffering from the time I was playing with Conquestador.

It's obviously funny.

Thank you. "

Thank you, rrsyae6o263, for your emails and forwarded screenshots. Do I understand correctly that the funds have been debited from your bank account but not credited to your casino account?

thank you for your reply. yes.

I understand.

Also, if I made a deposit and the money was reflected in my account, I should have received a payment completion email from Casino X, but I haven't even received that email.

The last payment completion email was on 1/9.

Thank you very much, rrsyae6o263, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej (andrej.p@casino.guru) 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.  

Thank you very much.

Thank you.

Dear rrsyae6o263,

I’m sorry to hear about your negative experience. We will contact the casino and ask for their assistance, but before we do, could you please advise if I do understand correctly that you’re not aware of making the disputed deposits, but these appear in your deposit history at Casino-X, and despite that the disputed amount of ¥5,640 was not credited to your gaming account or is it that it was credited to your playable balance at Casino-X, but the casino has refused to refund the two deposits?

Thank you in advance for your reply.

thank you for your reply.

5640 yen has not been credited to my account.

Casino X submitted that I had a history of playing games with money deposited into my account, but I don't know if they created a fake game history even though I didn't deposit money into my account. I keep saying there is

I didn't even log into my CasinoX account on the day of the issue.

From my debit card, it is 5640 yen properly

I have a history of withdrawals, so I submitted it to Casino X, but they haven't even confirmed it.

The 5640 yen in question was withdrawn from Casino X, but of course I did not receive a payment completion email from Casino X on that day.

5640 yen has definitely been fraudulently withdrawn.

However, I cannot accept a refund.

I looked at the game history submitted to me by Casino X, but since it overlaps with the time I was playing at Conquestador at that time, I think the game history is also a lie.

The game history of Conquestador has the history I was playing (submitted), and when I tried to deposit money into Conquestador, I failed to make payments many times due to insufficient balance, so I checked my account history. For the first time, I realized that 5,640 yen had been withdrawn from my debit card by someone without permission.

No funds have been credited to your account.

Thank you.

I haven't heard back from Casino Guru yet, so I'm contacting you.

It seems that the investigation is taking a long time, but is it okay? Will my money be refunded?

As far as I've seen other complaints to Casino X, I'm getting worried because everything is unresolved.

My problem is an obvious crime.

My money is being embezzled somewhere, so if I can't solve it here, I'll have to report it to the bank as an unfamiliar withdrawal and report the damage to the police.

If I file a damage report, Yuko will have the illegal money withdrawn from Casino X refunded to my bank account from the bank side of Casino X, so the bank on the Casino X side will investigate. I think the account will be frozen.

If so, it is still a criminal act, so there is a high possibility that people will be caught by the police.

I asked Casino Guru to take it in a direction that would not cause an incident as much as possible. When someone is caught by the police, the family and many people around them become sad, so I asked Casino Guru to make it as small a problem as possible.

Please, I would like Casino X to respond to the refund and reflect properly so that this problem does not increase the number of victims.

Thank you.

Thank you, rrsyae6o263, for the clarification and for your patience. We will contact the casino to see if we can help.

We would like to invite Casino-X team to join this conversation and participate in the resolution of the issue. Any relevant evidence can be forwarded to andrej.p@casino.guru.

Dear rrsya6o263,

The casino team informed us the two deposits in question were credited to your gaming account and the deposited amount was subsequently played down. Could you please advise if you’re not aware of playing with the disputed amount?

Could you please provide screenshots of your game history? You should be able to access this information directly from your profile (see screenshot below). Thank you in advance.

Dear rrsyae6o263,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I have not made a deposit.

I was playing Conquestador during that time.

It is a history of playing with Conquestador.

This is the history that Casino X said I was playing.

Same time period.

I was playing Conquestador.

Dear rrsyae6o263,

Thank you for providing additional information, but I’m afraid that the fact that during the time in question, you were playing in another online casino is not sufficient to prove your claims. Could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members had access to your gaming account at Casino-X and card details, and might have used it without your consent?

It seems that on the screenshot of your game history you have provided, only one bet is shown. Could you please advise if, based on the time stamp, this bet took place before or after the deposit(s) in question was/were added to your gaming account?

Furthermore, I’d like to kindly ask you to provide complete game/transaction history from your Casino-X account from 1/11/2023. You can forward this information to andrej.p@casino.guru.

My family can't touch my phone without permission, and they never know my debit card password.

No one in my family uses a debit card to make a deposit except for me.

Also, I have not made a deposit or played at Casino X.

Many times I submitted all the evidence data to Casino Guru.

But is it my fault that the money has been illegally withdrawn?

I had high hopes for Casino Guru, but if that is not possible, I will report the fraudulent withdrawal to the bank, file a damage report with the police, and ask for a forced refund.

Thank you, rrsyae6o263, for your reply. However, I would like to remind you about the information that has been requested. The casino representative claims that in addition to the deposits in question being added to your gaming account, they were played down subsequently.

To confirm validity of this statement, I’d like to kindly ask you to provide complete game/transaction history from your Casino-X account from 1/11/2023.

Please understand that if the allegations are true, there’s not much we can do, and can only assume that a third party had access to your gaming account as well as your debit card without your knowledge. That being the case, I strongly recommend informing the issuer of your debit card about the situation and asking for a new one. Changing the password to your gaming account at Casino-X is also a good idea.

I’m setting the timer for 7 days.

thank you for your reply.

I chatted with the staff many times about the 1/11 incident at Casino X.

CasinoX has submitted the game history to me saying they have the game history of my account.

However, I don't recognize it at all, and I should have received a payment completion email if I had made a deposit at Casino X on January 11th, and my playing history at Conquestador.

I haven't received your email.

I submitted a screenshot of my Conquestador game history, a screenshot of the email that was allegedly debited from my debit card, and a screenshot of the details of the bank withdrawal as proof that I didn't do it. I didn't look at anything I submitted, and I submitted the game history of my Casino X account many times and said the same thing.

1/10 was the last time I played at Casino X.

I haven't played at Casino X since then.

I haven't made a deposit.

They said that I hadn't received the payment completion email that was supposed to arrive when I made the payment, and that I may have deleted the email. I didn't even bother to check.

That's why I was suspected of having deleted my emails from Casino X, so I asked if Casino X's side had made the game history illegally, but I didn't get a reply.

That's why I think that CasinoX is illegally creating my account's game history and deposit history.

What made me think about it was that I checked the deposit history, the date of my debit card's bank withdrawal, the history of deposits from BekaWallet and the deposit from MatchBetter, and confirmed everything.

I also found that the deposit history on my account was clearly more than the number of deposits I made.

In addition, there were several items in the deposit history until the day I did not deposit, such as the deposit was different or the deposit amount was different.

Regarding the payment completion email I mentioned above, I have left all the money-related emails.

I will never delete it because it may be evidence in case something goes wrong like this time.

This is the game history of the Casino X account since 1/11.

On January 11th, I was fraudulently debited from my debit card to Casino X, but my history shows that $20 was deposited twice on January 10th, but on January 10th I think I was just playing without depositing money.

There is no deposit history for 1/11.

Isn't this strange too?

I personally believe that the staff of CasinoX made fraudulent proofs and withdrawals.

Just saying the same thing as playing without depositing anything about me and showing me the game history,

When I told the staff that my playing history at Conquestador was the same time, they didn't even check the screen shot and said, ``It doesn't matter about other casinos.''

I was just playing that day, so it shouldn't be unrelated.

It's also my alibi.

If necessary, I have already confirmed the date, amount, and location of the payment in order to compare the screenshot of the payment completion email with the screenshot of the payment history. Should I send another screenshot of CasinoX's deposit history? I won't send it unless it's necessary.

I myself believe that Casino X did something illegal, not another third party.

Thank you very much.

Dear rrsyae6o263,

Thank you for your e-mail and for providing the requested information, however, it seems that you only included part of your game history from 2023/01/12, which is not what we need to see. Therefore, I’d like to kindly ask you to provide a screenshot of the part of the game history that shows the game rounds from 2023/01/10, between 20:40 and 20:42, which is when, according to the evidence provided by the casino team, the second deposit in question was made as well as when part of the disputed play took place.

Please let me know if you have any questions.

Dear rrsyae6o263,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.