Goldenbet Casino - Player is requesting a deposit refund.

i made a £100 deposit via sepa bank transfer to this casino, this amount was credited but a duplicate payment was taken from my bank. When contacting the casino they state they have not received the funds and are unable to assist further, as seen in the attached files there are two payments to the same merchant for £100 but only one showing in my goldenbet transactions.

Dear wilkoj19,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process which takes approximately one month. In these cases, the casino has its hands tied. Meanwhile, I would strongly recommend not depositing any more funds until the issue is sorted.

If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.

Could you please advise if you contacted your payment provider already? Ideally, they should be part of the investigation.  

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Petronela 

Dear wilkoj19,

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.

Hi there, I have in fact contacted my payment provider who are investigating, although said this could take up to 25 working days so far from ideal. I have seen numerous similar instances of goldenbet taking peoples money and then activity oblivious. Hopefully it gets resolved

I fully understand your frustration, wilkoj19. As I mentioned earlier, it may take some time for the funds to be located and refunded back to your bank account or credited to your casino account. Therefore, I will set the timer for additional 14 days allowing to casino one full month to investigate, as it is not entirely in their hands, and if there’s no development by then, we will intervene. Let’s stay positive and wait for the good news regarding your deposited funds. Thank you in advance for your patience and understanding.

Hello, further communication from the casino shows that they have absolutely no intention of returning the funds that were stolen, despite proving on multiple occasions that £100 was taken from my account.

Could you please forward any relevant communication to petronela.k@casino.guru? Have you received any official statement from the payment provider that the money reached the casino?

Hi, I have just forwarded all communication between myself and the casino, their official statement/position seems to be that only one payment of £100 ever left my account, despite showing them my account statement on multiple occasions. It seems they have no desire to resolve to situation unfortunately.

Further update, I managed to speak to the manager of the casino who finally understood my issue. The amount was credited to my account. Thanks for your help and please treat this as now resolved.

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, wilkoj19, for your confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru