The player from Spain had faced an issue where two deposits were rejected but still charged to her card. Despite several emails to the casino acknowledging the fault, the player hadn't received her money back. She had closed her account before the issue was resolved. We had asked for her payment receipts and verification of her account closure, but the player didn't respond. Therefore, we had to reject the case due to the lack of response, and we couldn't proceed with any further investigation or provide potential solutions.
MrPacho Casino - Player’s deposits were wrongly charged.
Amount: €100
MrPacho Casino
Safety Index:HighSafety Index
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8.8
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
8 months ago
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9 months ago
Translation
On the second day of February, I made several deposits and was surprised to find that two of them were rejected yet still charged to my card. I have sent numerous emails, one of which acknowledged there was an error. However, I am yet to receive my money back. All I want is to recover my money which is rightfully mine.
Automatic translation:
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9 months ago
Dear Mester49,
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 deposits have 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 that takes approximately one month. In these cases, the casino has its hands tied. Meanwhile, I would strongly recommend not to deposit 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 they were your first deposits in this casino?
- Please forward your payment receipts to petronela.k@casino.guru.
I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.
Best regards,
Petronela
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9 months ago
Translation
First of all, I've been dealing with this for almost a month. They're not going to give me anything back to the casino because I closed my account. I'm certainly not going to play at that casino anymore.
Automatic translation:
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9 months ago
Hi Mester49,
A bit inconvenient that you closed your casino account already before the issue was resolved.
- However, could you please forward your payment receipts as requested previously?
- Was your account successfully verified in the past before you requested its closure?
Thank you.
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9 months ago
Dear Mester49,
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.
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8 months ago
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
