Goxbet Casino - Player is displeased with deposit fees.

I topped up 500 hryvnias, 542 or 13 euros were debited from the card. I never received an explanation from the casino regarding the settlement procedure. Payment is still being processed. At the same time, the bank for some reason made this payment as an overdraft on the card and thus made me a debtor. Without prior notice of this kind of opn. I provided information about payments to the bank, filed an application for consideration of the case, and provided proofs. The map is currently blocked until the issue is resolved

Dear sartem20,

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. Could you please advise in which currencies are your accounts held (bank and casino accounts)? Have you tried to communicate this issue with your bank? Usually, international transaction fees are managed by banks entirely.

If there's any relevant communication, please forward it to petronela.k@casino.guru.  

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

First. I was not afraid of the amount of tax, but secondly, first the casino sends a request in euros, the bank, in turn, carries out exchange processes, transfers the payment for some reason while activating an overdraft, which I should not have at all. Then, when the money arrives in the casino, the payment hangs and says that it is in processing. Literally in a few minutes, a new payment arrives from the bank to the game account, but it is no longer visible. The screenshots show a colossal gap in time and do not coincide in any case. To this question, where is the money and why can't I play - the online assistant in the game answered me that they do not see the payments at all, that they have frozen. And they cannot find those sent by the bank. Under consideration. And the bank, in turn, says that this happens and the overdraft can be established automatically without prior notification, and the money does not know where it was sent. It is written that in London. And so I argued without officially receiving any message and wrote to have the bank block the card and start the refund process. And to the mail for communicating with people who have no idea how it happened (support mail at Goiksbet), I wrote to record the appeal and close the account. At the time of carrying out these works, from morning to noon, they never informed about the score of the game and when the answer would be. I am adding screenshots and correspondence (protocols of correspondence with the Goiksbet manager)

I cannot add a report of correspondence from the casino

Now I have to give the money to the bank for some unknown reason. And the casino online fraud says that we will look into it, but the same has not been answered yet

I plan to file a police report and file a complaint against the casino wherever I can. This is far from the first time that money in the casino goes somewhere and the operator cannot answer where and how. Just waiting for something. They never informed about how they figured it out and what was going on. And when you ask a lot of questions, the account is threatened to be terminated. I understand that this is a completely illegal casino and makes payments in violation of existing requirements. And they cannot ensure the fulfillment of license conditions or at least their words and obligations

And under the conditions stipulated by the law of Ukraine, I intend to sue the court and law enforcement agencies, win and close it on legal grounds.

In correspondence with the Hoixbet manager, he or she directly says that they do not have the necessary license. So what is it called - Fraud, Article 190 of the Criminal Code, let the competent authorities deal with this issue

So I can't understand what's going on. Well, will I win or lose the appeal. And. They continue to work and do something, they are not going to become better. What is your participation then? Although the address was written and made more sense

I'm sorry, sartem20, but I still do not understand completely. You deposited 500 ₴ and an additional 542 ₴ was deducted from your bank account, is that correct? Could you please specify the exact date of the transaction? All the forwarded screenshots make it a bit difficult to identify the disputed payment. Thank you very much in advance.

Player's additional comments:

"Since the beginning of several years, all transactions have been carried out in hryvnias. It is possible to carry out calculations in hryvnias, payment on the 3rd link in euros to an unknown European bank, and Internet money links below."

You deposited 500 ₴ and an additional 542 ₴ was deducted from your bank account, is that correct? Could you please specify the exact date of the transaction?

According to the bank statement - 17.12.2022

https://www.otzyvua.net/kazino-goxbet here is another link where they write about the same problem

I read the forum and I don't understand how you can help me in a situation when this casino does not have any certificate, and you also do not provide an address or representative office in Ukraine

I'm sorry, but you still didn't answer my question.

You deposited 500 ₴ and an additional 542 ₴ was deducted from your bank account, is that correct?

I can't see the disputed amounts on the cropped screenshot that you provided.

You see everything correctly. And the pictures of the second half are also in the correspondence. However, these 500 were not counted

Is this correct, please?

• 500 ₴ not credited to your casino account
• 542 ₴ unexpected fee

Total missing amount 500 ₴ + 542 ₴

Not just 500, but 542 with the bank commission

I'm sorry, but I still do not understand.

Was it like this?

500 ₴ not credited to your casino account

42 ₴ unexpected fee

Dear sartem20,

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.

I topped up 500 hryvnias, 542 or 13 euros were debited from the card. I never received an explanation from the casino regarding the settlement procedure. Payment is still being processed. 542. 42 commissions should be charged if 500 is debited from the card

Thank you very much, sartem20, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej (andrej.p@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.  

Dear sartem20,

From now on, I’ll be taking care of your complaint. I’ll contact the casino to see if I can help. In the meantime, could you please advise if I do I understand correctly that you deposited 500 ₴ to your gaming account, 542 ₴ was debited from your bank account, while the extra 42 ₴ that was debited for an unknown reason caused you to go into overdraft and even then, to this day no funds were added to your gaming account balance?

I would like to invite Goxbet Casino to join this conversation and participate in the resolution of sartem20’s complaint.

So you understood correctly

Thank you, sartem20, for confirming. All is clear now. Unfortunately, we haven’t received any response from the casino. We will now try to get in touch with the casino team via alternative means.

We would like to ask Goxbet 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 this complaint as ‘Unresolved’.

Photo, as well. promised

Dear sartem20,

Thank you for providing additional information. I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘Unresolved’.

Normally, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case and we were left alone in our attempt to solve this issue.

I am very sorry I couldn't be of more help, but closing this complaint as ‘Unresolved’ will at least negatively influence the casino's rating and other players can read about your experience in our review. I hope you will never come across a problem like this again.

The casino can reopen this complaint anytime.