Harry's Casino - Player’s deposit has never been credited to her casino account.

I deposited £50 to this site, before I read the reviews. It was taken from my bank but not credited to the account, when I asked the live chat they told me they rejected my deposit and it would be back in my back within 10 days and if not there to go back to them. When I questioned them why it was rejected when it’s left my account they became very rude and disconnected the chat. I’ve since emailed them daily and tried live chat daily and I’ve not once had a response. So I still don’t have my money back and no way of getting a resolution.

Dear Emma,

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, casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.

Could you please advise if you have contacted your payment provider already? If there’s any relevant communication, please forward it along with the payment receipt to petronela.k@casino.guru. How many days ago was your money returned to your account?

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

Best regards,

Petronela 

I won’t deposit any more funds. I don’t trust them. They had the money and said that they would refund it back to me within 10 days and that they (the casino) rejected my payment. I asked why and they wouldn’t tell me why. When I said it’s left my bank account they just got really rude telling me that they said they would refund it and they will. Since then I’ve tried my best to email and live chat and now they don’t even engage a conversation with me.

I didn’t know I could go to my bank, would this be classed as fraud?? The casino intentionally took my money, said they rejected the payment even though they had the money and then failed to give me a refund. I will log it with my bank and see if I can get the moment back, I also cancelled my bank card so they couldn’t take any more money.

this site need to be shut down, they are awful, how have they even got a licence.

Thank you very much, Emma, for your reply. I will be waiting for a further update patiently.

Hello Emma,

Have there been any developments since our last conversation?

Hi nothing as of yet, I’ve informed my bank and they are treating it as fraud. I’ve Conrad’s the company as on my bank statement it has come out as a clothing firm not a casino.

Thank you very much, Emma, for the update. Could you please forward your payment receipt?

these are the 2 payments they took. £50.95 left my account but didn’t get credited to the casino.

Thank you, Emma, for your reply. Could you please confirm that both payments have been sent to the same casino account as they seem to have different references/descriptions? 

Yes both went to the same casino. I said the same to them when I was trying to speak to them but like I said they were just rude and didn’t answer any of my questions.

Thank you very much, Emma, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej 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 Emma,

I’m sorry to hear about your negative experience. I’ll try my best to help you. The casino has now been notified about your complaint.

I would like to ask Harry’s Casino to join this conversation.

Dear Harry’s Casino,

Can you please clarify the situation?

We would like to ask Harry’s 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’.

I don’t expect you to get a response if I’m honest. Anyway they can get shut down? Or will there be anything further we can do?

Dear Emma,

We are still trying to contact the casino representative. In case the casino fails to respond to your complaint in the given time frame, we will have to close it as ‘unresolved’. An unresolved complaint comes with a penalty, which negatively affects the casino’s overall reputation and, of course, its rating.

Dear Emma,

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’.

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 won't come across a problem like this again.

The casino can reopen this complaint anytime.