GrandClub Casino - Player reports fraudulent double deposit issue.

Hello, rather than a complaint, I would like this to be taken as a report. On 10/5, I registered and made my first deposit on the site of 45 euros. The first deposit attempt was fully rejected according to a notification from my banking app. However, the second attempt was successful. As a result, 45 euros were withdrawn from my account twice, including the amount that was supposedly rejected. Only 45 euros, though, were used on the gaming account, and the other 45 euros just disappeared. It was my bank that informed me of the double payment; otherwise, I wouldn't have even noticed. I use a debit card to make online deposits and payments, and I had loaded exactly the amount I wanted to deposit onto the new site. The bank then covered the second expense, putting my account into the negative and resulting in a 45 euro debt, which wasn't even from me but from the bank itself. Obviously, since the debt is modest, I will pay it myself, but if I had loaded a higher amount, you can already imagine the question I'd be asking... Initially, they acknowledged the error, telling me that the money would be refunded within 3-5 business days. Today, however, their explanation, after having sent them banking documents, emails from the bank, personal documents, etc., proving the unwanted double deposit, was that there are "issues with the payment provider still unresolved" and to remain patient. Aware that I may never get my money back, I want to report the site and the issue itself. I don't know how they managed to do this because it has never happened to me before, and I can't explain it, but yes, it's possible to withdraw money from the account even from a prepaid debit card. Where I come from, this is called fraud. Beware ⚠️

Dear KARY,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate, but bear in mind, that it’s a complicated process that takes one month approximately. In these cases, the casino usually has its hands tied. 

I’m sorry that we couldn’t be of much help at this time. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding. 

Best regards, 

Dominika