The player from Denmark had withdrawal issues at PlayToro. Despite having an updated and verified new credit card on file after closing the old one, a withdrawal of €1,350 was sent to the old, non-existent card. The player attempted to resolve the issue with the casino and bank but was stuck in a loop without a satisfactory resolution. We asked the player for further communication and evidence, and extended the response period multiple times. However, due to a lack of response from the player, we had to reject the complaint. We informed the player that they had the option to reopen the complaint at any time.
PlayToro Casino - Player's withdrawal sent to a non-existent card.
Amount: €1,350
PlayToro Casino
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
9 months ago
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10 months ago
Translation
Hello Dear Casino Guru Team,
I am facing yet another problem with Playtoro.com.
I have been playing at Playtoro for some time since my last post here.
In the summer/late summer, my currently linked credit card was cancelled, and I added and verified my new credit card to the account.
Once I did this, the new credit card was automatically displayed as the payment method on the website. During payout via ApplePay or credit card, only the new credit card was selectable. In November of last year, I made a larger withdrawal, which was successfully transferred to my new credit card via ApplePay.
Now, on January 24, I attempted to withdraw €1350 again, and the casino reported the withdrawal as executed on the same day.
When, after five days, no payment was received in my bank account, I reached out to the support to inquire.
Now, here's the shocking part. The support informed me that the withdrawal was made to the old credit card, which has been cancelled and no longer exists for half a year now.
I tried to explain multiple times that they sent the money to the wrong credit card and they kept telling me that I should be contacting the bank. Further, they sent me the transaction number so that I could trace the payment in my account.
They simply do not realize that I no longer own, or have closed, this account.
Despite this, I called my old bank and they told me that a deposit on the credit card was no longer possible and if there were any payments made to it, they would be sent back to the sender. This, however, could take a while.
The problem now is that Playtoro seems to fail to understand their mistake. I have asked multiple times why they could not send the withdrawal to the account of my choice. (It could not be a wrong account selection on my part since I can only select the new credit card in the withdrawal menu since I started using and verifying it.) No answer to this was given.
Since Monday, I've been stuck in a loop with them repeatedly receiving the same answers.
Perhaps you can help me with this.
Best regards, Kratoro
Automatic translation:
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10 months ago
Dear Kratoro,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Can you confirm whether you've received any payment receipt from the casino?
- Have you been informed about the estimated duration for the funds mistakenly sent to the wrong account to be returned to your casino account?
If there’s any relevant communication, please forward it to petronela.k@casino.guru.
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
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10 months ago
Translation
Hello Petronela,
thank you in advance for your help.
To the first question: I received a confirmation email saying that the payment was approved and the payment is shown as completed in my account. Furthermore, support gave me a transaction number to find the payment. They just didn't understand that the account no longer existed.
To the second question: no. The bank just said that the payment would normally be returned to the sender, which in this case is Playtoro. Playtoro did not tell me whether and when the money would be credited back to me. They keep saying the money has to be with you because, as described above, they don't understand that the credit card no longer exists.
If necessary, I can send the chat history and email.
I think they could also transfer the money to me directly anyway. Why should I wait now and hope that the money will come back to them at some point if they have screwed up and don't stick to the chosen payment method? Above all, I have my doubts that they will be able to sort this out and allocate the money back to me 🙁
Kind regards, Sebastian B******.
Edited by a Casino Guru admin
Automatic translation:
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10 months ago
Hi Kratoro,
Please forward any relevant communication and supporting evidence to petronela.k@casino.guru.
Thank you.
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10 months ago
Dear Kratoro,
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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10 months ago
Translation
Hello Petronela,
I'm currently waiting for the bank's response. It may be that the bank still has the money.
Automatic translation:
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10 months ago
Hi Kratoro,
Please let me know about any further developments.
Looking forward to hearing from you.
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10 months ago
Dear Kratoro,
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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10 months ago
Translation
I sent a letter to the bank on Friday. I hope to have more information when they get in touch. But it can take 2 weeks ☹️
Automatic translation:
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10 months ago
Hi Kratoro,
Thank you for the update. I will set the timer for 14 days and wait for your response patiently.
Looking forward to hearing from you.
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9 months ago
Dear Kratoro,
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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9 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.
