The player's balance disappeared from his casino account. The complaint was closed as the player resolved the issue with the casino.
CasinoBuck - The player's balance disappeared.
Amount: €101
CasinoBuck
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
Good day
On 8/31/22 while playing roulette at Casino Buck my entire balance of just over €101 suddenly disappeared and my account was reset to €0 only the €0.1 I had just wagered is back and I had from mine total balance of more than 101€ only 0.1€. About 30 seconds later I got a €40 bonus from the casino, which I didn't expect. This €101 was left over from a deposit I made of €300 on the same day.
I tried to solve the problem with the customer service via chat and email, from the day 08/31/2022 until today I am only comforted that the matter has been forwarded to the responsible department, until today I still have no answer. The problem is I don't know why they took the money from the account, no explanation at all, the money is my own money no bonus either.
It should be mentioned that the first time I had problems with the casino, when I won, the money was transferred to my account quickly and without any problems.
I hope you can help me get the money back
I would like to thank you in advance for everything
I'm attaching a copy of the conversation with customer support via chat.
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1 year ago
Hello bsoboh1,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with CasinoBuck. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and is yes, since when exactly? What game did you play when the money disappeared? Can you also check your betting history to see if the money is visible there? If yes, please forward that and all other proof to nikolas.b@casino.guru.
Looking forward to your answer.
Regards,
Nick
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1 year ago
Translation
Hello Nick,
sorry it has taken me so long to write this reply because, after speaking to support via chat directly online at Casino Buck on 9/15/22, I was assured that my VIP manager would take care of the will take care of the matter and send me an answer as soon as possible. It has now been 8 days without hearing from the VIP manager.
To your questions:
- My Buck account has existed since April 24th, 2021. Since that date I have often deposited money into the gaming account and also withdrawn winnings several times, 3 times to Paysafecard and 1 time to my bank account.
- For verification, I have it in 2021, from April 24th (I don't know exactly). uploaded all required documents(in photo), passport, credit card, bank statement, proof of booking, and a screenshot of my bank account, all these documents were accepted by Buck by a green tick.
- When the money disappeared I was playing Instant Roulette, it must be around 12:57 because a minute later I got a Whatsapp message from my VIP manager that he deposited €40 into my game account as a gift, at the same time it was Money on it (40€). So my €101 disappeared at 12:57 where I was playing Instant Roulette and a minute later I got €40 as a gift from the VIP Manager.
- Gameplay when the money disappeared was there only now it's gone, completely gone.
- On August 30th, 2022 I transferred €300 from my bank account to my Buck account by immediate transfer, I played with the money, €101 and a few cents were left when the money suddenly disappeared.
- That's all I can provide, which is unfortunate because I had no problems with the casino and to this day I don't know why they took my money.
- My VIP manager's name is Thomas.
Best wishes
Bassam
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1 year ago
Dear bsoboh1,
Can you please forward all the evidences you have - communication with the casino, deposit/betting history to nikolas.b@casino.guru?
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1 year ago
Dear bsoboh1,
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.
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1 year ago
Translation
Hello Nick,
meanwhile something has come up, Casino Buck has answered my complaint, I will send you the correspondence on your e-mail.
The casino claims that the money 101€ that was taken from me was as compensation for deposits that were returned, which was not true at all, the money wasn't transferred to be returned, the transactions were aborted for technical reasons.
On July 5th, 2022, I tried to deposit €200 into my gaming account via Sofortüberweisung (Klarna), for technical reasons, the employee from Sofortüberweisung (Klarna) told me on the phone, the transfer was canceled, so the action did not take place at all, No credit was written to my gaming account either. Bock Casino still asked for the money with Sofortüberweisung, which is why my account was blocked with Sofortüberweisung, although no action took place and I paid the money of €200 by credit card immediately on the same day.
On July 18th, 2022, because I didn't know that my account with Sofortüberweisung was blocked, I tried to deposit €80 into my gaming account with Sofortüberweisung, the transfer was not carried out. Then I transferred the money by credit card. I myself thought that Sofortüberweisung wasn't working with my bank until Casino Buck took the €101 from me as compensation for transactions that didn't happen at all. Casino Buck's claim that the money was not returned was not true, that money was not transferred at all and it was written in My Deposit History that the promotion was declined.
It happens that a money transaction fails for many reasons, when such an action fails, the party that was supposed to receive the money takes no compensation, if no goods or service were provided for it, Casino Buck does it and appeals a clause in the articles of incorporation.
For my part, I consider this a scam and will never deposit a dollar at this casino again. I have deposited money and played there many times since the beginning of 2021, now I am treated like this.
I will send you the e-mails from Casino Buck and those from Sofortüberweisung by e-mail.
Kind regards
Bassam
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1 year ago
Dear bsoboh1,
Was any of that uncredited deposit added to your casino balance? Can you please forward your deposit history from the casino?
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1 year ago
Translation
No, none of these have been added to my casino balance.
It then appeared in my deposit history that the deposit was declined.
I will try to copy the deposit history from the casino and forward it to your email address.
Kind regards
bsoboh1
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1 year ago
Translation
Hello Nick,
I want to inform you that the problem with my money 101€ has been solved
Everything was clarified, it was due to a deposit made on July 4th, 2022 via Sofortüberweisung, the money of €80 was paid into my gaming account, but nothing was booked from my account. When I asked Sofortüberweisung and my bank, nobody could tell me why it went like this, since there was enough credit in my bank account, I was told it was probably an internet error. Since I didn't know from Casino Buck which deposit it was, I couldn't immediately find the source of the error. Now, thanks to your help, Casino Buck has reacted and wanted a bank statement from the beginning of July, while creating the statement I discovered the problem.
I have already informed Casino Buck that the matter is settled for me, that Casino Buck charged me a fee of €21 for the unsuccessful transfer, which is a bit high but is ok.
So that solves the problem with Casino Buck and my complaint is then irrelevant.
I would like to thank you for your great work.
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