Kim Vegas Casino - Player complains about an unauthorized deposit.

I noticed a transaction on my credit card for this casino, but I AM NOT registered with this casino ! I contacted them via live chat on their website and they confirmed I was not a registered player. I was told to send my bank statement showing the transaction to their support email address , which I have done 3 or 4 times and I am being completed ignored. No one will respond. I want to know how they obtained my card details and why they have taken money from me without me being a player of their casino. They clearly do not want to explain this....

Additional comments from the player:

"Hi,

There has been an update on this situation since I reported it to you . Via the live chat I conversed with an agent who was rude to me and extremely unhelpful , they said that due to not being a registered player of their casino , it was not possible that my credit card was used on their site, he proceeded to call it "nonsense". I uploaded/attached evidence of the bank transaction to the live chat and after looking at it he said "nothing we can do about it sorry not our responsibility". They refused to investigate the fraudulent use of my credit card on their site . I am extremely upset about how immoral and unethical this casino is. I am happy to forward to transcript of the live chat if you wish..."

Dear Janelle,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We will contact the casino and ask for their assistance in resolving this issue, but, before we do so, could you please forward a payment receipt showing the unauthorized transaction along with any relevant communication? My email address is petronela.k@casino.guru.

Additionally, please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members had access to your card details and might have used it without your consent?

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

Best regards,

Petronela

Yes I can send the information through to you shortly . As far as my bank information and card details, this is a fairly new account, the ONLY people who have this VISA card number is myself and my parents (who are aged in their 70’s and they aren’t capable of using a computer let alone gambling online). Not one other person has ever used this card or had access to my online banking. I would not report something like this unless I was absolutely certain that this was not me. I do not have children or a partner so that is also not possible. The casino are able to identify the person responsible for committing fraud and they refuse to do so. You will see in the transcript which I shall email now.

I'm sorry, but I still haven't received anything.

Emails have been sent to the address provided - please advise if you still have not received them and I will resend to you.

Thank you very much, Janelle, for providing all the necessary information via email. I will now transfer your complaint to my colleague Nick 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.

I would like to ask Kim Vegas Casino to join us and help us resolve the player's issue.

Hi how are your doing? I need your registration email address to search for your profile at Casino to have a look at the details.

Dear Jannele,

Please provide all the requested information to the casino.

It has been confirmed by one of your agents via live chat (twice) that I am NOT registered with your casino. You are welcome to check again - my email is star.services@live.com.au

Hi I just double checked with department it is not possible to make a deposit at us without having an account at us. Players can only make deposits after registration

Yes, exactly - I did not make the deposit so how do you explain the transaction!? As you can see from my bank statement , the money DID get taken from my bank account by your casino. I have given you the evidence that it DID happen so you cannot tell me it is not possible!

I did not receive this bank statement here, did you send to casino guru? I did not receive this

If you bothered to check your emails you would see I have sent 5 emails with no response ... so yes I have sent the statement to you directly and also to casino guru ....

See the live chat conversation with your casino representative - I sent the statement to the email address provided by your agent in the chat !!

Here is the proof that I also sent it via online chat ....

For further investigation, the casino administration asks you to provide the first 6 and last 4 numbers of the card, that the funds have been subtracted from

Dear Kim Vegas,

Could you please send me the player's information which is connected to Janelle's credit card? Please send it to nikolas.b@casino.guru.

I would also like to ask Jenelle to provide the casino the requested information even if you already did. You can send it here safely.

Dear nick,

At the moment we need to wait for any information regarding the card number to check any kind of information

Dear Janelle,

We haven't hear from you in a while. Could you please advise if you provided all the necessary information to the casino?

Dear Janelle,

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

I am somewhat uncomfortable with sharing this information on a public forum ...

Could kimvegas please confirm any aliases and affiliated casinos?

Feel free to send it directly to the casino or you can post it also here and I will mark it as sensitive information so it will be visible only for me and the casino.

As requested a few days ago, would kimvevas please advise if they are affiliated with other online casinos

Hi we are not connected to others as you can see at our affiliate program it’s a single brand

Ok thank you for responding, I have viewed that section of your website , however could you please confirm that you are not affiliated with PLAY AMO casino?

To see the affiliates of playamo you can look at playamopartners affiliates site and you will see that we are not.

and even here the casino guru team can verify to you that this are other people

We can confirm that Kim Vegas Casino is not contected to Playamo casino. I would also like to ask Kim Vegas Casino if the card information which Janelle provides is sufficient?

Thank you nick, as stated above she does not have any account at Kim Vegas so there is no possible deposit. If she has complaints with playamo and not us here please close complaint

I HAVE JUST CHECKED MY RECENT BANK STATEMENT ONLY TO FIND THERE HAS BEEN ANOTHER CHARGE ON MY MASTERCARD BY KIMVEGAS.COM WITHIN THE LAST WEEK! ATTACHED IS THE TRANSACTION INFORMATION... KIMVEGAS PLEASE IMMEDIATELY INVESTIGATE THIS AS IT WAS A RECENT TRANSACTION WITH THE MASTERCARD INFORMATION ABOVE .

It is not possible to make a deposit without a player account at us.

we need details of the card and bank statement, to check this information

at the moment we do not see the specified transaction sent to our casino, but we will forward your request to the financial department for investigation. The bank statement must be for the period from March 19 to the current date

WHY HAVENT YOU INVESTIGATED THE LAST ONE? I sent you all the information you required including bank statements and my credit card number !

You do not even have an account at us so how should we receive a deposit from you? It is not even possible to send money to us without having an account at us. Casino guru please feel free to test this too, it’s not possible to send money to us without having a players profile.

This is exactly my whole point ! Why was money taken from my account and paid to kimvegas.com ? I did not make the payment, as you said I don’t even have an account with you...but my bank account is proving that the payment was made to your account. I’ve given you my bank statement to prove it. Maybe it’s one of your staff is using people’s credit cards, it’s not up to me to work out how money was taken from me and paid to you, but it WAS and you need to refund my money ASAP ! The money was paid to you. I have proved that. Search your transactions with the information I have given you instead of repeating yourself and going around in circles. So if you claim that you did not receive funds from the two transactions then you need to provide evidence that you haven’t received those funds.

Of course we did not receive your money. How should we receive? And how should one of our staff have your card if you don’t Even have an account with us. Most easy is if you just claim money back from your credit card company so whoever did this will not keep the money. I do not have it.

So you can prove it ? Simply claiming you do not have it is ridiculous . You asked me to send bank statements ... so I did ... and your response is that you don’t have the money !? You saw my bank statement didn’t you !?

You can not even make a payment to me if you don’t have casino account. Just recall/call back the payments by your bank/credit card. I don’t have your Money and you can recall credit card charging

Dear Kim Vegas Casino,

Can you confirm that no such a payment was received by the casino from that specific bank account/card? Or check if there was any payment which partialy fits the deposit amount or the date?

If I contact my bank about this then the bank will take over the investigation and they will demand that you provide documentation to prove that you did not receive the money. They will seek to recover the money from kimvegas.com and then if successful they will refund to me. THAT is how it works. You don’t get to steal my money and keep it.

Look for the deposits made from my credit card so that you can find out the name of the registered player with an account at your casino who has been illegally using my credit card for their deposits. You have the required information (the card number , the dates of two deposits, and the amounts). Please stop being uncooperative, you can’t keep claiming that you don’t have my money when the bank statement says that you do . Either you’re lying or you’re too lazy to bother finding the person responsible.

Hi I did not receive any payment from you.

How do you intend to prove that then?

Hi Nick,

Do you see the kind of idiots I’ve been trying to deal with ? All they do is lie and they have ignored your request and my request to find the person responsible for the credit card fraud. The casino doesn’t deserve to be given a rating of 5.4 , that rating is too generous for such an unethical casino.

Dear Kim Vegas,

It would be great to receive some kind of proof already as for example showing the received payments from the specific card number. If it won't show any results it should mean that you really did not receive that money.

Dear Kim Vegas,

We haven't receive any answer from you yet. Please keep in mind that if we won't get any respond within the next 7 days, the complaint will be closed as unresolved.

Hi as you know by Skype the answer was not possible by tech reasons.

As I told already by Skype I did not receive any money from her.

best regards

Thank you for providing your answer.

Dear Jannele,

Did you try to go directly to the bank and find out any further information about the transactions? You can also report the transactions as unathorized in the bank. Please try to call/visit your bank as they could maybe provide more information as the casino claims they did not receive any payment from that card.

We are currently communicating with the player through e-mail as it seems she can't answer directly on our site.

We are currently still in touch with the player though e-mail.

KimVegas claim they cannot provide an answer or evidence "due to tech reasons". My purpose of contacting casino guru was so that I could show other people what kind of casino KimVegas is ... any I’m sure that anybody reading this entire post will see my posts where I have given proof of the transactions via my bank statement and all KimVegas have done is deny that they received money. I’m sure future players will avoid this casino simply for the reason that they have been so difficult to deal with, not to mention how rude their customer service staff are! Anyone considering using this casino, save your money and save yourself the headache and just find another LEGITIMATE casino to play at.

Hi how are you doing? I never have been rude by intention, I just wrote that by tech it is not possible to deposit at Kimvegas Casino without having an account at our casino and that no money from you came to Kim Vegas, I even tried to help by the advise to just charge back the money by your bank or credit card as I never received any money from you I tried to help you as much as possible and I apologize if you felt this was rude way.I can just say again that I never received any money from you and best is if you make a chargeback if someone you don’t know took your Money. You told me that you never played at Kim Vegas and I replied that we never received money from you so I only wanted to help you and not be rude to you. If you do not have a player account at Kim Vegas and I never received any money from you and you did not play at us it is very hard to help.

please correct me if I am wrong but you never had an account at Kim Vegas and never played at us.

by tech it is not deposit at us without an account and I really never received any money from you

i Hope you can get money back from your bank or credit card company. I do not have your money and only wanted to help you

Dear Janelle,

After taking into consideration all aspects of this case, we came to the conclusion that only the lincencing authority or the payment provider may be able to resolve this issue. As the casino claims that they did not receive any payment from you as it is not possible without a gaming account and you on the other side claim that they charged you, we don't have enough insight to be able to resolve this issue fairly. I really recommend you to contact the authority and make sure you visit your payment provider and try to make a chargeback - also find out who and from what device was the payment made on. Please let us know about your next time. However we will be considering this case as an uncertain case until we won't be able to receive any more information from higher authority.

Best regards,

Nick

The complaint will be now closed. Both sides can reopen the complaint if there will be more proof available.