GetSlots Casino - Player's experiencing issues with deposit fees

I have realised that my deposits have fees charged , the casino site says free . No fees .

Live chat has offered me free spins , I don't know how many they were going to offer , I have questioned the fairness of the offer because the free spins terms and conditions , after wagering have a capped maximum withdrawal limit on them .

My cash money taken from me in fees, add up very quickly ,

Casino chat support also told me that they are aware of the fees being charged and that the casino does say it's fee free when depositing.

They also said free spins is all they will offer me and it's all they will do , despite all I said about my CASH wrongfully charged to me .

I asked for the matter to be escalated to a manager and they declined.

I asked if there was a email dpi can have to contact someone else directly about this problem and was very clear that I was unhappy about it , I felt like all these fees are like stolen money from me .

If the casino is aware of these fees why do they continue to allow me to be charged when it tells me depositing is free , no fees .

I Have chat transcripts and screen shots of where it says free . I'm unsure if I should upload it here or not ?

I also am unaware of the amount of fees charged , I do need the casinos help calculating them . Because I think other casinos use the same payment processor, and I may be a depositing player at these casinos too .

That's a bit hard to do when the casino refuses to help in any way ( which again leaves me feeling victimised !)

I entered 100 in disputed anount because i couod not leave ut blank

Dear Melwinmel,

Thank you for submitting your complaint. I'm really sorry to hear about your problem. Allow me to ask you a few more question before we would move forward. Most of them could be found in your attached screenshots, we just want to be sure. What payment method are you using? Isn't the payment provider charging you the fees? It can sometime happen that despite the casino has no deposit or withdrawal fees the provider does. What explanation did the casino provide to you? Could you please send us any other relevant proof? Send it to nikolas.b@casino.guru. Thank you for your answer in advance.

Best regards,

Nick

Dear Melwinmel,

We haven't receive any answer from you. Please note, if you will fail to respond to us within the next 7 days, your complaint will be rejected.

Best regards,

Nick

I have no idea who charges me the fees . I just know it's not my bank . I deposit through the casino via mastercard/visa.

The casino says they don't charge

Could you please provide some kind of bank or casino account statement which would show us those fees? Please send it to nikolas.b@casino.guru.

Best regards,

Nick

Dear Melwinmel,

I've checked the e-mails from you. Could you please specify a few more details? What was the deposit amount? For now what we see, it's that your bank charges fee for internation transfer. It may differ from your country and bank and the casino you registered in.

Best regards,

Nick

No it's not... I will show u in more details and more specific

A deposit amount of 125 was more than 125 and my banks international transfer fees are charged separately.

I've uploaded 2 screenshots of my bank transactions

1 shows the fees . The other is my $125 deposit ( this is just one deposit of many many deposits . It would take me hours and hours to upload every single one !)

The transaction should only be $125 just like it is everywhere else I deposit ! However u can see it's $127.23c. These fees what the merchant side is charging ! It says it's free ,

The casinos own support team have already told me in chat that they are aware the casino says it's fee free , and players are being charged fees , and that they will have to fix this !

After I post this I will next upload this chat , when I was informed this ,

I was offered some free spins to compensate me for the fee charges , but I was not happy to accept them . Some free spins with a max withdrawal etc on it ,

These fees add up very quickly . $2.23c is just one of many as I said earlier ,

Another thing .

If I deposit $50 and at checkout before I pay the grand total is $50 thats all i shoukd be charged. It's unheard of to pay more than the grand total .

The casino requires a payment processor in order to take my money and those are their fees , that's the agreement the casino and them have with each other not me ! I never agreed to that ! I'm being told FREE NO FEES . My bank clearly states the fees they charge , and they do . Sorry but the bank is not run my kindergarten children , they would not and do not add their fees onto the transaction payment to the merchant , in this case the casino ! As if ! .. Another bank charges me no fees ever on transactions but I pay a monthly fee to them instead , ... It's rather concerning , I mean this isn't rocket science , they know all of this which makes me unfortunately feel like I'm just being robbed . Please not I said I'm left feeling this way and I am not at all saying that they are actually robbing me . The only thing I am certain of at this point is that the casino is unwilling to help resolve this , they will not have a proper discussion and fair resolution and that's why I am here . I'd like my money refunded back to me asap, like yesterday , because its mine not theirs and now holding it .

Thank you Melwinmel for providing all the necessary information. I'll now forward this case to my colleague Jozef, who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Best regards,

Nick

Thank you Nick appreciate your help

Hello Melwinmel.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Hi Jozef nice to cyber meet you 🙂

Thank u very much , greatly appreciated

Hello Melwinmel.

Nice to e-meet you, too. 🙂 The casino has responded to my first email, I have asked them about cooperation.

Hopefully, they will respond soon, I am extending the timer by 7 days.

Ok thank you 😊

They responded here or to you as I can't see any response?

Hello Melwinmel.

The casino has responded to my message but now they are not responding. I am extending the timer by 7 days.

If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’. Please, be aware that ‘unresolved’ complaint will affect their reputation on our website and I can recommend you some other possible solutions.

OK thank you. I appreciate everything.

Hello!

Dear Melwinmel, our casino did not have any hidden fees. While your transaction is on processing stage there are a few bank correspondents involved. Thats why you got additional fees while depositing.

we care very much about our clients and are ready to reimburse your losses. Please provide your registration email and I will credit you funds to your account.

Sorry for any inconvenience caused.

Best regards,

Casino team.

Dear Melwinmel.

Please, can we consider your issue got resolved? 🙂

Dear Melwinmel!

I have issued compensation for fee charges. Please log in to your account and claim it. Have a great day 🙂

Best regards,

Casino team.

You have given me $80 . At the average of 2% I'm getting charged in fees $80 isn't what I was expecting . I was just in live chat and was told ive made $5623.99 deposits ( no idea how the .99 cents come about seeing that's impossible to deposit, so I am unsure if its correct at this point ) but anyway 2% of $5623.99 is $112.4

Dear GetSlots Casino team.

Please, could you react?

As expected unfortunately !

Dear, Melwinmel!

We have issued additional compensation for your. Please check your gaming account.

Sorry for a such delay and any inconvenience caused.

Best regards,

GetSlots team

I'm happy it's finally resolved . Really quiet disgusted that it needed to be resolved here rather than with support via the casino support chat . Live chat is anything but supportive . To say the least .

I'm sorry there's no nicer way of putting this whole experience .

You guys took my money . Made me feel like I was never getting it back . Forced me 2 work and spend energy and time to get heard and get answers and on top of it all withheld my money and dragged this out for months and months .

It was all unnecessary . Anyway . Thanks for giving me my money back ! Gosh

Hold on why is it added as a bonus ???!!!

Is this some type of joke ? Seriously .

The first lot u refunded me was a bonus also . Unbelievable.

Get slots are u aware that my money HAS been taken wrongfully and withheld from me 4 no good reason at al, . I am not paid for my time chasing up my own money . If I wanted to invest and spend my time I would do so and try make money with my money . Casino support on the other hand is paid a wage . So why can't it get done right ? U done me ZERO favours by returning to me the money that was MINE that was taken from me , when it should not of been taken at all . I haven't been "compensated " I've meant to have returned what belonged to me MONTHS AND MONTHS AGO . And u guysadd it as a bonus . SERIOUSLY. THIS ISNT GOOD ENOUGH AND IVE HAD ENOUGH . if I take ur money how would u like it if I treated u this way in return .. Casino Guru can u please advise me what action I can take , because I've honestly had enough . Continuing to go in circles after soooooo long now isn't fair . The time I've waited and spent here is just the tip of the ice berg I tried so much for so long to resolve this with them long before I submitted my complaint here also . This isn't right this is with prejudice! What else can explain and justify this

Dear, Melwinmel!

We understand your concerns and very sorry that situation escalated like that. We just want you to understand that money that we refunded to you was not a bonus but it shows like one. You don't need to wager that you can just withdrawal or do whatever you want with that.

Best regards,

GetSlots team

How convenient . I played the money you reimbursed ( NOT compensated ) like bonus money . With wagering requirements , and all the other terms and conditions generally attached to bonus money .

Another matter I'm left to deal with . No fault of my own yet again .

Why add it as bonus money ?!?!? It's not necessary to do so !!

You guys honestly show zero remorse . In fact every action taken felt like it was done with hostility like I've done something wrong here !!

Nikolas is it possible to email me or discuss my matter with you ? I'm seriously not satisfied with any of this . It's not right . Who knows how many others experienced the same thing and have not acted on it . And please note I'm not speculating by stating this . I've been told this in chat at least once by the casino support team . If it's necessary I can most definitely upload these chats here to show I'm not lying !!

Can I also add that the apologies at this stage , ( after hearing so many ) feels more like rubbing salt in the wounds rather than a sincere apology !! Seriously. Sorry isn't really cutting it . Nor fixing anything at all ..it's only frustrating me more.

I believe it's fair to say I've been beyond patient . And enough really is enough .

I personally have never ever experienced such a unprofessional casino . . And i play /played at many many casinos

Im not expecting to get a reply for at least another couple of weeks . ? Geez i hope I'm wrong though

 Hello Melwinmel.

I am very sorry to see that the case is still not resolved. Please, could you specify the wagering requirements (and the other terms and conditions) of the compensation given from the casino?

The problem is that if you would not play with this compensation it would be possible to do something about it. However, since you have played it, it can be considered that you accepted it. Be aware that in plenty of similar cases, casinos provide the player with the no deposit bonus/es.

Yes I am aware of that , thanks for the heads up I appreciate it. I learnt the hard way about this in the past .

The difference here tho is I was told 1 problem was resolved but it actually wasn't ... instead yet another problem created .

Put it this way then get slots . Thank u for the COMPENSATION on the problem that caused me my time and energy and grief . Now can you REIMBURSE me my money .

I hope that what the casino is knowingly allowing happen. Becomes known to the right people, who will then take action , that will force them to refund all the money they have wrongfully taken .

It's wrong on so many levels

Compensation: something, typically money, awarded to someone in recognition of loss, suffering, or injury.

Reimburse: repay (a person who has spent or lost money)

How's that then. ?

It makes me sick how the casino is not bound by anything . And the player is bound to sooooo many things .

Look at the WRONG done to me and continual wrong by all the actions that followed to avoid fixing it's wrongs .

To say because I played bonus money given 2 me it means I accept it , instant case closure . ? Surely not. But how much of a fight am I prepared to put up is the question right? I won't stop is the answer .

Ps. Thank you Jozef. It's really nice knowing that there are good people out there and not everyone is awful.

Get slots admitted fault again here too when posting this

Dear, Melwinmel!

We understand your concerns and very sorry that situation escalated like that. We just want you to understand that money that we refunded to you was not a bonus but it shows like one. You don't need to wager that you can just withdrawal or do whatever you want with that.

Best regards,

GetSlots team

Look at all of this mess seriously . Has it all been worth it ? Doesn't casinos reputation mean anything at all to u guys? What's the reason for making something so simple so damn hard ? If the casino is fair and honest there should be a answer for that question .

A faster response from the casino would be a really small yet awesome way to show signs of sympathy to back those " empty apologies" I've heard

Dear, Melwinmel!

Let me explain in more detail. We have credited you with funds that were not subject to any wager. They showed up as bonus because we are technically limited by our platform. 

Please accept our apologies for misunderstanding. We appreciate every player and we would like to offer you a personal cashback of 5% every week. No wagering requirements, only clear money. We have also assigned you a personal VIP manager with whom you can be in touch 24/7 on any issue.

Best regards,

GetSlots team

Dear, Melwinmel.

I believe it is very generous compensation and behaviour from the casino. Can we close your case, now? 🙂

Lol i already had a personal vip manager who refused me help with anything ,i also had cash back too that one day out of nowhere i stopped being entitled to and when I questioned my vip manager why this happened ,I got no real answers just bad attitude . Saying they cannot whtpat they want its up 2 their discretion and I can see that in terms and conditions lol

Reimburse to my bank account then .

R u going to give me 5% cash back on my deposits to now ?

Because I used to get 15% cash back until one day I didn't anymore!!

Then there's my level up rewards I haven't received. Live chat said tech team investigating it. As per usual nothing ever come of that. As per usual when I follow it up in chat they say just keep waiting.

Wow ive uncovered some more issues while going through history . My duplicate transactions I was charged never got resolved. (Deposit $40 charged 2x $40 on my bank statement)

Can u return my money that was wrongfully taken from me without consent to my bank account (I will provide my account numbers ...refund to my cards used to deposit at the casino are no longer valid cards so don't do that).So we can put this all behind us and go forward. Im prepared to forget everything the casino has done wrong by me but not taking my money from me without consent. That's a form of theft. Return it properly please.

Hello Melwinmel.

To summarize first issue, we consider the compensation and explanation from the casino to be relevant. Therefore, I am convinced the first issue can be considered as 'resolved'.

I hope we can move to second issue you have mentioned in your last response. Could you forward me an evidence supporting your claims about duplicate transactions, please?

I'll need time to find these please

Am I within my rights to report money being unlawfully taken with the casino being aware of it happening and continuing to do so ?

I have been told this and have records to show I was told it also ,

Hello there.

Of course, it is not ok if there were duplicate transactions, but sometimes it happens by mistake and it may not be an attempt to steal your money. Hopefully, we can resolve this, too. I am extending the timer by 7 days. Please, let me know if you have any question.

I was referring to the overcharge/fees , am I within my rights 2 report that .

Thank u 4 time to find these duplicates also

We would like to ask the Get Slots 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’.

No incorrect .

Hello Melwinmel.

Please, could provide us with your complete deposit history from your profile?

All my statements?

Yes, complete transaction history from your casino account, could you do it, please? We might be able to compare your duplicate transaction proof, casino proof and your transaction history in the casino.

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will close the case.

Waiting for my bank to provide all documents

Transaction history from the bank may be also useful, however, could you provide us with complete transaction history from your casino account, please?

Yes ok

I have 42 pages of deposit history , this means 42 screenshots I'd need to upload here ? Is there a easier way , I'm sure it would be just as difficult to look at them all as it is me 2 upload them this way

You can post it here or forward it to my email address jozef.k@casino.guru.

We are extending the timer by 10 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.