PokieSurf Casino - Unexpected charges on player's bank account.

Signed up for the first bonus paid $25 aud all good and well only $26.28 with the fees come out of my account i won $582 after all the wagering bonuses etc took a week to receive funds into my Australian bank account after going threw the identity verification process then i decided to do the second welcome bonus for another $25 since i got my $582 winnings then they go ahead and take $207.46 out of my bank account when my deposit was only $25 they also take a very very long time to respond hopefully i get my money back

Dear tayl93,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with PokieSurf Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Do you have access to your casino account?
• How much is the balance that was deposited to your casino account, please?
• When was the last time you were in contact with the casino support and what did you discuss?

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

Best regards,

Tomas

I still have access to my account when i deposited the $25 i got 25 free spins on gonzos quest and $31.25 bonus i didnt win anything at all this time round but then i checked my bank balance to find they charged the $207 instead of just $25 its showing i only deposited $25 on my history my last contact with them was 5 hours ago i asked for a refund and showed them my bank transaction i am still waiting on a reply

They replied by saying it is impossible to debit more then what the customer put in and that they can see in my history i only deposited $25 today and sent me the history link and how there is nothing on my account for 200 aud or more after i sent them the transaction screenshot as proof they are denying taking more then $25

Please send me the communication you received from the casino and any evidence regarding the discrepancy in your deposit.

You can post screenshots here, or please send the information to my email at tomas@casino.guru

Dear tayl93,

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.