Home Complaints PlaYouWin Casino - The player's complaining about deposit fees.

PlaYouWin Casino - The player's complaining about deposit fees.

Amount: €105

PlaYouWin Casino
Very good reputation
Submitted: 15 Sep 2021 | Resolved : 15 Sep 2021
Resolved Our verdict

Case closed

RESOLVED

Case summary

9 months ago

The player's complaning about fees charged during depositing into the casino. The casino offered a compensation to the player, which he accepted, therefore we consider this case as resolved.

Public
9 months ago

Casino have only limited deposit options, my favorit is Trustly but they dont have it. I try the VISA but deposit failed.

Later i regret this… but i ask support why i cannot deposit. Support guy help me add my name different wayand then next time i see they try to vharge my card by Dollars, even i deposit EURO. I ask suport why is like that, support say dont worry amount what go from my card is still same what i deposit by EURO. Not sure why they use dollars when ideposit euro.


Later when i i lost all deposit i see they charge me some fees from every deposit.

When i ask it, they say bank take it because convert $ to€


So basicly they lie to me for deposit fee-free but later say its bank take it.

its ok, if they say already at bank maybe take some fees, so i dont deposit at all. But i step a trap and lost even more money.

its not big lost but casino who lie is better avoid.

Public
9 months ago

Hello JarmoM,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with PlaYouWin Casino. Please allow me to ask you a few more question before we would continue resolving the issue.

Could you please advise what was the deposited amount and how much was the fee for the currency exchange? Did you try to contact your bank to ask them if they are the one who charged the fees?

It seems quite strange that the deposited amount was in dollars. I've checked the casino's terms and conditions and they state that they accept payments in € only.

I hope we will be able to resolve your issue as soon as possible, looking forward to your answer.

Regards,

Nick

Casino.guru

Public
9 months ago

Hi. I deposit total 105€ and those fee is only few euros, but thats not really a point.

Point is more that strange convert euro to dollar and back to euro.

And this support who lie or some other reason to give me wrong information about fee. They say very clearly at amount is totally same what go away from my card and what i deposit. I ask that before i make first deposit and i make decision with that information did i start play on this casino or not.


If they tell me on begin at bank maybe charge some convert fee, i never start deposit this casino.


Jarmo

Public
9 months ago

Thank you JarmoM for providing additional information. I'll now forward your complaint to my collegue Martin who will be assisting you from now on.

Wish you best luck.

Regards,

Nick

Public
9 months ago

Hello JarmoM!


From now on, I will take care of your complaint. I would like to invite PlaYouWin Casino's representatives into this complaint in order to help us resolve the issue.

Public
9 months ago

Hi JarmoM,


We have checked the case and our customer support agent wasn’t aware of those fees, since on our side we REALLY cannot see those fees.


Sadly, we can’t do anything about it other than to offer you some free spins for compensation, that you have previously refused. Please let us know if you are interested in this offer at this point and we’ll be happy to add some free spins to your account.


Looking forward to hearing your reply.


Thank you in advance,

the PLAYOUWIN Team


Public
9 months ago

PLAYOUWIN Team, its ok add some free spins, but more important is teach your support tell the truth and stop lie. And if you say something wrong by mistake, at least apologize. Not point its like players fault.

Thank you.

Public
9 months ago

Dear JarmoM,


According to our information, PlaYouWin Casino team was not aware of the fact that there will be any fees or exchange to USD and back. Please kindly note, that 3rd party fees are very common thing when it comes to processing deposits and withdrawals and most of the times the casinos are not able to influence it in any way.

Since there was already an offer for compensation which you have accepted, I would like to consider this complaint as solved, or is there is not anything else that we are able to help you with?

Public
9 months ago

I try to explain now one more time, not sure why look like even you, casino guru dont understand point.


Some currency exchange fees are just fine if the player knows in advance and they NOT come as surprise. If the casino offers euros as a deposit option and you wanna play by euro, then no one expects any currency exchange fees.

And the point of the whole thing was that I noticed to ask about it and I was falsely told that there would be no fees at all.


After this you can close this case but if you wanna be fair to other player, you add this knowledge to casino review page so other player know this extra fees for EURO players before they step same trap.


Public
9 months ago

Casino offer some free spins but now after 1,5 week nothing happen after i accept it.

And this case hanging still open?

Public
9 months ago

Hello JarmoM!


As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.