HomeComplaintsPachiPachi Casino - Player's withdrawal incorrectly transferred.

PachiPachi Casino - Player's withdrawal incorrectly transferred.

Amount: ¥64,289

PachiPachi Casino
Safety Index:Below average
Submitted: 08 Jan 2024 | Resolved : 07 Mar 2024
Resolved Our verdict

Case closed

RESOLVED

Case summary

8 months ago

The player from Japan had found that the casino had wrongly transferred a withdrawal to someone else's account. Payz had refunded the amount to the casino, but the player had yet to receive it back in their account. The player also struggled to get a response from the casino. After the Complaints Team's intervention and communication with the casino, the casino confirmed that the funds had been added back to the player's account and he could request a withdrawal. After a delay, the casino confirmed that the withdrawal had been processed and the player confirmed receipt of the funds, although not through his preferred method, Payz. The issue was marked as resolved.

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10 months ago

I made a withdrawal at this casino using payz.

However, when I did not receive the money, I checked and found that the casino had transferred the money to someone else's account.


Payz then refunded the money to the casino on the condition that I return it to my account, but I still have not received the amount back in my account.


I have been trying to contact the casino but they keep ignoring me.

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10 months ago

Dear andandjonnyx,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with PachiPachi Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

  • When exactly did you request a withdrawal of these funds?
  • How did you learn the money was transferred to someone else's account?
  • Who informed you regarding the issue and when? Please forward me the correspondence you received regarding the issue. Send it to my email at tomas@casino.guru

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

Best regards,

Tomas


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10 months ago

I do not remember the date and time.It seems to be around last March.

After a while, there was no remittance, so I contacted payz and discovered it.


After that, I received an email from payz saying that they refunded the money to the casino, which I am attaching.

The money was misdirected on March 26 and returned on November 6, according to the report.

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9 months ago

Do you have a confirmation from the casino the payment was supposed to be processed to your Payz account?

Would you be able to share it here or to my email address at tomas@casino.guru?

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9 months ago

We are currently unable to contact the casino. They have been ignoring me for a long time.

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9 months ago

Is the transaction not visible in your transaction history in your casino account?

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9 months ago

Yes. I believe you can see the amount I am requesting this time at the bottom of the image.

I made a withdrawal to payz but it was to someone else's account and payz refunded it but it has not yet come back to my account.

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9 months ago

Thank you very much, andandjonnyx, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

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9 months ago

Dear andandjonnyx,


I am so sorry to hear about your problem with the payment. I will contact the casino and try to resolve the issue as soon as possible.


Now I would like to invite a PachiPachi Casino representative to join this conversation and participate in resolving this complaint.


Dear PachiPachi Casino,


Could you state why the player's withdrawal has not yet bounced back to his casino account?


Thank you in advance for providing the information.


Kind regards,

Stefan

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9 months ago

We would like to ask the 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’ which may negatively affect its rating.

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9 months ago

Hi everyone,


Apologies for the late response. The sum of the payment in question was added to the player's account and he can now request a withdrawal which we will pay out as soon as possible.


Please check the EcoPayz account info in your PachiPachi account before requesting a withdrawal.


Best regards,


PachiPachi Team

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9 months ago

Hello andandjonnyx,


Did you manage to request a withdrawal?

I am looking forward to your response.

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8 months ago

I just submitted a withdrawal request.

If the money arrives safely, the complaint will be resolved.

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8 months ago

Hello andandjonnyx,


Thank you for your response and the information provided.


Please, let me know once you receive the payment.


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8 months ago

Dear andandjonnyx,

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

I have not received payment yet.

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8 months ago

Hello andandjonnyx,


Has the payment been processed, or is it still pending?

I'll be awaiting your reply.

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8 months ago

Not yet.

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8 months ago

Dear PachiPachi Casino,


Could you state why the player's withdrawal request hasn't been processed?

I am looking forward to your response.

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8 months ago

We would like to ask the 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’ which may negatively affect its rating.

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8 months ago

Hello everyone,


I have received a confirmation from our finance department that the player has been paid out.


Please confirm from your side.


Best regards

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8 months ago

Payment has been made.

However, I am having trouble because payz could not be selected as a withdrawal destination.

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8 months ago

Hello andandjonnyx,


Do I understand correctly that you have already received the payment via a different payment method than PayZ?

I am looking forward to your response.

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8 months ago

Yes. But originally I used this casino to withdraw money to payz.


However, the casino canceled my withdrawal request and furthermore made payz not an option.

This makes it difficult to withdraw money.

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8 months ago

Hello andandjonnyx,


I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Stefan, Casino.Guru

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