Casino Gami - Pelaajan talletusta ei ole hyvitetty hänen tililleen.

Hey Guru! I have deposited 2000.- at Casino Gami via Swish but they claim that the transaction has been canceled and that I should contact my bank for a refund. When I contact the bank they say the transaction has been posted and transferred to Casino Gami's account. The bank cannot therefore revoke a completed transaction. I inform Gami about this but they claim they haven't received the money. I feel robbed of 2000.-

Sincerely

Mikael Springe

Hej Guru! Jag har satt in 2000.- på Casino Gami via Swish men de påstår att transaktionen har avbrutits och att jag ska kontakta min bank för återbetalning. När jag kontaktar banken säger de att transaktionen är bokförd och överförd till Casino Gamis konto. Banken kan således inte återkalla en avslutad transaktion. Jag meddelar Gami detta men de påstår att de inte fått pengarna. Känner mig rånad på 2000.-

med vänlig hälsning

Mikael Springe

Dear Petrucci74,

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 to make sure I understand the situation completely.

Have you made any successful deposits before?

Please could you forward the payment receipt and any relevant communication to veronika.l@casino.guru?

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

Best regards

Veronika

Hi Veronika!

Thanks for fast response!

Have made previous deposits without problems. I will forward the documents to you during the day.

Please

Mickey

Hej Veronika!

Tack för snabb respons!

Har gjort tidigare insättningar utan problem. Jag vidarebefordrar handlingarna till dig under dagen.

vänligen

Micke

Thank you for your email. Could you please forward me all the relevant communication between you and the payment provider? My email address is veronika.l@casino.guru. Alternatively, you may post it here. 

Hello! I have previously emailed Veronika that there is no saved documentation between me and the bank as all communication took place over the phone.

Sincerely

Hej! Jag har tidigare mejlat till Veronika att det inte finns någon sparad dokumentation mellan mig och banken då all kommunikation skedde över telefon.

mvh

I have now been in contact with the bank again and requested documentation on the transaction which I am emailing to you.

Sincerely

Mickey

Jag har nu varit i kontakt med banken på nytt och begärt ut dokumentation på transaktionen som jag mejlar till dig.

mvh

Micke

Have you sent the document from your bank to the casino?

Yes, emailed it last week but as usual got no response from their support..

Ja, mejlade det förra veckan men fick som vanligt inget svar från deras support..

Thank you very much, Petrucci74, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Petrucci74,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Casino Gami to join the conversation and participate in the resolution of this complaint.

Dear Casino Gami,

Could you kindly update us on the status of the player's deposit? It seems that the transaction has been successfully processed by the player's bank.

Thank you.

Kind regards,

Tomas

Hi Thomas!

Thank you for your commitment. I have emailed them several times and attached statements showing the transfer completed but never get a reply. Feels like an extremely unserious actor..

Sincerely,

Mickey

Hej Tomas!

Tack för ert engagemang. Jag har mejlat dem flera gånger och bifogat utdrag som visar att överföringen är genomförd men får aldrig något svar. Känns som en extremt oseriös aktör..

Med vänlig hälsning,

Micke

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello! You will most likely not get a response because it is a rogue actor dealing in scams. I have tried to email several times with no response, but thank you for your effort anyway 👍🏻

Hej! Ni kommer högst sannolikt inte att få något svar eftersom det är en oseriös aktör som sysslar med bedrägerier. Jag har försökt att mejla flera gånger utan respons, men tack ändå för er insats 👍🏻

Dear Petrucci74,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

In the meantime, I recommend you contact the Allmänna Reklamationsnämnden (ARN) at https://www.arn.se/ and submit a complaint to them. The next step would be contacting European Commission (https://ec.europa.eu/consumers/odr/main/?event=main.complaints.screeningphase). Please let me know how they responded (tomas.k@casino.guru).

I am sorry I could not be of more help on this occasion.

Best regards,

Tomas