The player from Italy reported a discrepancy with his withdrawal amounts from an online casino. Despite having made three withdrawal requests, he had received less money than he had requested, resulting in a total shortfall of around €50. The casino had redirected him to the payment services provider, but the player had insisted that the casino should have resolved the issue. We had explained to the player that casinos do not influence fees deducted by payment providers and suggested he contact his payment provider for further inquiries. Despite our efforts to assist, the player remained dissatisfied, and the complaint was subsequently closed.
ProntoBet Casino - Player is dissatisfied with payment fees.
Amount: €50
ProntoBet Casino
Safety Index:Above averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
7.4
ProntoBet Casino has a Safety Index of 7.4, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
11 months ago
Public
Public
11 months ago
Translation
I requested 3 withdrawals via bank transfer, on which the casino imposes a transaction fee of €3.
-Withdrawal on 18-01-23 of €774.90. Net of the €3 fee, I should have received a transfer of €771.90 but instead received a transfer of only €756.90.
- Withdrawal on 18-01-23 of €2500. Net of the €3 fee, I should have received a transfer of €2497.00 but instead received a transfer of only €2478.76.
-Withdrawal on 14-01-23 of €1581.85. Net of the €3 fee, I should have received a transfer of €1578.85 but instead received a transfer only of €1562.90.
There is therefore a total shortfall in payments of around €50.
The casino insists that I should contact my payment services provider, but they are the ones responsible for the payment.
If a fee was applied to the transfer, it should be paid by the one making the transfer, not the recipient!
Automatic translation:
Public
Public
11 months ago
Dear carsix79,
Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with ProntoBet Casino. Many casinos charge fees for withdrawals, but usually, an additional amount of transaction fees or currency exchange fees may be deducted by banks for processing the payment. Please understand that casinos do not influence fees deducted by payment providers. We would like to help you with your issue, but we are not in a position to force casinos to pay you something they didn't take.
Let me know if there is anything else I can assist you with, otherwise, this complaint will be closed. Thank you for your understanding.
Best regards
Veronika
Public
Public
11 months ago
Translation
What's your joke?
So you're telling me that if you have to receive a bank transfer of €2000 and you receive one of €1970 instead, you're okay with that?
Do you think the person receiving the transfer pays the commissions?? Or who does it??
I have received dozens of wire transfers from different casinos and NEVER have they arrived with amounts lower than those entered in the withdrawal request.
I already told you that the casino already sets a €3 commission on bank transfer withdrawals.
If this is your point of view you can already close the complaint given the skills you have
Automatic translation:
Public
Public
11 months ago
As mentioned earlier, this is something you should inquire about with your payment provider. If you are dissatisfied with the imposed fees, you have the option to choose a different platform to play on.
This complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
