firevegas Casino - Player’s winnings have been sent to the wrong account.

Hi

I won $1000nz with firevegas, the withdrawal was processed on the 7.07.2023 I accidentally put 01 suffix, which should of been 02 suffix, as my 01 account was closed in June 2022. I got my bank to check for funds nothing so they did me a letter up stating the 01 account was closed and no funds have been received, also confirmation of the correct bank account and said you cannot bank to a closed account, it would bounce back within 2 days. They still remain dishonest and say I have received the funds, which clearly I have not, as I wouldn't be here discussing it with yous, I have all emails from them & my bank letters, stating my closed account. HELP PLEASE

Dear Otepoti07,

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, so I can understand the whole situation completely. Which payment method you have used to deposit funds into your account? Have you succeeded in withdrawing any winnings to your bank account ending with *2 in the past? Could you please forward any relevant communication between you, casino, and the bank to petronela.k@casino.guru?

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

Hi

I used my credit card as a deposit payment to firevegas and they said this method cannot be used, and I would have to use a bank account number so I did, but used the wrong suffix. I also have not won any winnings from online casino into my 02 account.

I will forward the information I have to your email. Thank you.

Thank you very much, Otepoti07, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@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.  

Hello Otepoti07,

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

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

Dear FireVegas Casino,

Can you please provide further information regarding the player's payment? Have the funds been returned as stated by the player's bank?

Kind regards,

Adam

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’.

Dear Otepoti07,

I have received the following response from the casino :

"Hello otepoti07, thank you for contacting us. I believe you received confirmation of all the steps that are currently in process internally at Firevegas to retrieve the withdrawal from your bank. I have re-escalated this to the payments team. Please allow them to get back to you directly via the email address you provided on your account. My name is Jenni and I will be following this with them directly. Thank you for your patience. FireVegas Team"

Please provide us with an update on any progress with your payment.

Kind regards,

Adam

Hi Jenni, not sure how you are going to retrieve a payment back from my bank, when they never received any such payment, as the account was closed on June 16th, yous try to deposit on the 07 July. I sent a letter from my bank confirming this. Let's hope you can get this sorted its been 3 months.

Hi Adam

I still have not heard back from Jenni or Firevegas Casino🧐🤔

Dear Otepoti07,

There has been no further response from the casino so far. I will attempt to contact them again.

In the meantime, please let me know if there are any developments.

Kind regards,

Adam

Hi

They are still trying to track & trace the payment, that was not never deposited into my closed account, so not sure how this is going to workout? It's been nearly 4 months and still no payment has been received from Firevegas Casino

Hello Otepoti07,

We have already reached out to your bank. However your bank has not responded to any of our emails. This matter is, at the moment, out of our hands as the money has left our account. We have sent the funds to the bank account provided on your account.

Can you please reach out to your bank and clarify where the situation is at the moment and ask them to revert back your funds? Also, can you confirm that you are ok to close this ticket since this issue is currently lying with your bank?

Kind regards

Fire Vegas Casino

Hi

No they have not received your emails and have checked for the 50th time the funds are not in my closed account, you deposited too? I will not close the ticket until the money is deposited into the correct account.

Where is the proof of emails which date were they sent. I contacted my bank they said no emails have been received from you? and the money is not in the closed account yous supposedly banked into, like I keep stating the bank account yous banked into was closed on the 16th June 2022, a letter from my bank has been sent to you confirming this yous tried to bank the funds on the 08 July 2022? It is now been 4 months and no money has been received from Firevegas Casino🧐🤔

Hi Adam

Just spoken with my bank again they have not received any such email from Fire Vegas regarding this deposit.

They need to know when the email was sent to which email address & what was contained, in the email, they also checked again for the funds, and no the $1000nz that was supposedly deposited is not there, they said Fire Vegas should have it as it would of bounced back within 2 days, as the account was closed in June 2022, they have supplied letters to Fire Vegas indicating this.

Thank you.

Dear FireVegas Casino,

Can you please confirm you have received the aforementioned letters from the player's bank?

Kind regards,

Adam

Dear Fire Vegas Casino

My bank is happy for you to contact them directly & they will tell you straight up the funds are not & have not reached my account.

Thank you.

Dear Otepoti07,

There has been no further response from the casino so far. I will attempt to contact them again.

In the meantime, please let me know if there are any developments.

We would like to ask FireVegas 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, the complaint will become ‘unresolved’ which may negatively affect its rating. 

Dear FireVegas Casino,

Are you able to supply details of the transaction that was made, including the account number the payment was made to, in order for the player's bank to locate the missing funds?

Kind regards,

Adam

Dear Adam

Firevegas has located the missing funds finally👏, they were able too track them from there payments team & now have asked for my correct bank details, so I got my bank to redo up a bank letter with my correct details on it, I have sent it thru to them so hopefully it has been processed, as we speak.

Thankful it's finally been located & sorted.

Tina

Thank you Adam, for helping me sort this and supporting me with this complaint, your help is muchly appreciated.

Tina

Hello Tina,

That is good news, I am glad to hear the payment was located. We will keep this complaint open until we hear that you have received the payment to the correct account, so please continue to keep us updated with any progress.

Kind regards,

Adam

Hi Adam

Yes success the money has been deposited into my account great, Thank you for helping me sort, we can all finally move forward, Cheers Firevegas

Hello Tina,

That's great! Thank you for the update, I am happy to hear the issue has been resolved and you have received your payment.

I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Kind regards,

Adam