1Go Casino - Player faces issues retrieving blocked payment.

Hi,

I made a deposit of €200 on December 30. During the transaction, I received an error message and the money never arrived in my casino account, but was deducted from my bank account. Since I had won quite a bit of money in the days before and had it paid out to my bank account, my bank account was closed by my bank in the meantime. I can no longer receive refunds or transfers. So I contacted casino support. They told me that the payment service provider would transfer the money back to me. Unfortunately, this is not possible for the reasons I just mentioned. The money will not arrive in my bank account and will be blocked by my bank. So it is still with the payment service provider. I explained to support that the money must be sent to either another bank account or my casino account. According to them, the payment service provider would refuse to do this because it cannot send the money to another bank account. Furthermore, support said it had done everything it could and that the rest was now my problem. I should talk to my bank. My bank has clearly written to me that I can no longer receive any money. I have also forwarded this to the casino as a Screenshot.

The casino is now unwilling to help me and says they have done everything possible. Is the payment service provider my service provider or the casino's service provider? How can it be that I paid €200 and now have no way of getting the money back? 

It's only €200, but I find it unacceptable how players who have deposited thousands of euros into this casino are being treated. 

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Dear Rfx1991,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate but bear in mind that it's a complicated process that takes one month approximately. In these cases, the casino usually has its hands tied.

I'm sorry that we couldn't be of much help at this time. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding.

Best regards,

Attila