Rapid Casino - Player's deposit was not credited to his Casino account.

Hi,

I made a deposit for 1000NOK (88.83 EUR)to rapid casino. This was done with the e-wallet «MiFinity», and I have successfully done so before.

In this case, the deposit went through as completed on rapidcasino-cashier, but no money was credited my account.

When I checked my MiFinity account it was pretty clear that the deposit was done. Money is sent.

It also states that I made the deposit of 1000NOK at the time I did in the transaction page on rapidcasino.

I Ask chat support what the deal is, and get alot of stadard answers at first. «Can take some time» and so on. This is of course not true. Ive used MiFinity in countless places and one thing you can rely on is the instant transfer.

After some back and fort they start talking about «charge back». This seems completely off the mark to me, as mifinity is an e-wallet. Had this been a visa/MasterCard transaction I could have entertained the idea, and probably could have confirmed the 1000NOK was just a pending charge, and then released in a couple of days. But this is done. Its sent. Through MiFinity.

The first person I talked to said the relevant departement was off work until morning, and I could expect them to look into this in the morning. The day went, no Word. Tried to ask, and got a new person on chat that seemed to be clueless. I cant know for sure, but it seems regular support has little to no understanding of different payment methods and how they work.

Again I get the feeling they think this is a failed CC/debit card deposit. And then they brush me off with «you will get your money, upto 5 banking days wait». This makes no sense while I used MiFinity, an instant e-wallet.

I want an explanation, and I firmly reject that they can just take my money and then have the audacity to tell me to just wait 5 days. I know that this will look exactly the same in 5 days.

Ive included screens of deposit from mifinty, transaction id and deposit into rapid casino.

Dear Grevlingkongen,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. I would strongly recommend against depositing any more funds until the issue is resolved.

If the money got lost during the transaction, it will take some time before it’ll be credited to your casino account.

I’m sorry we couldn’t be of much help now. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding.

Best regards,

Tomas

Hey,

I have reached out to MiFinity about the matter, and will report back on that asap.

Fwiw, the reason I feel this is on the casino and not the payment provider is the fact that you can see the deposit has happened in my transactions @rapidcasino. If this was «lost» as you say, It would at a minimum say «incomplete/rejected» or something like that. This appears as any other completed deposit, just without actually crediting my account with the amount.

Thanks for the update.

please let me know about the reply from your payment provider. Sometimes it may take some time for the funds to be located and the transaction to be cleared manually for it to be credited to your casino account.

I'll await your reply.

Hi, here is another update:

As I suspected this is not missing money. They simply didnt credit the money, because they claim I have disputed the deposit before this, and applied a chargeback. So the deposit in question is just confiscated by rapid casino.

After several confusing mails back and fort, this is the clearest they have been with me:

"A chargeback is a credit or debit card transaction that has been disputed by the player and reversed by his bank. Chargebacks occur when players notify their banks that card transactions have not been authorized by themselves.

As we see in the system- you have apply chargeback- 15.06.2023- amount of 1000 NOK, than we have reduced from your deposit- 19.07.2023- amount of 1000 NOK. Now, your account is in a good standard."

There are several thing with this that dont make any sense at all.

1. This deposit they refer to from 15.06.2023 was also done with Mifinity. Not debit/credit-card. And it was actually not the 15th, but the 14th of June.
2. I dont think its even possible to dispute a transfer account to account with mifinity. Im pretty sure their q/a-section states that a transfer is not reversable and final. So it makes little sense that I have applied a charge back on a mifinity-transfer.
3. In the same email that this was explained, I clearly show them deposits and reference codes and what not. Everything you need to see that this is completed transfers.

Mifinity has an extremely slow support, and I have replied on the confirmation mails I got on the disputed transfer from rapidcasinos end (june transfer) and the july transfer they confiscated from me. Still waiting on a mail back from them on this.

I just think its important that this complaint is marked as them withholding my money, and not that the funds are missing somewhere in the process. Its a very big and important difference there.

I have included screens of the june-deposit they claim I have charged back. I can also provide the whole transaction-page from june til now from Mifinity, to prove I have _not_ recieved anything back on my account. And that should make this case pretty clear.

For what its worth, Ive tried to apply reason with them, and in lenghts detailed what Im writing here. But it seems they barely read what I say, and just stay put on the chargeback claim.

This is fraudulent. I will not back off on this, its a matter of priniciple for me.

Thanks for the update and explanation, Grevlingkongen.

Could you please send me the record of your interaction with the casino, where they accuse you of initiating a chargeback? Please send the information to my email at tomas@casino.guru

I'll await your message.

Hi,

I have sent you what you requested.

Mifinity has now also confirmed via support that both deposits has been transfered to casino.

I have emailed you that as well.

Thank you very much, Grevlingkongen, for providing the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@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.  

Hello Grevlingkongen,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Rapid Casino to join the conversation and participate in the resolution of this complaint.

Dear Rapid Casino,

Can you please provide us with relevant evidence confirming your claims? We need you to explain how chargeback could have been done via MiFinity, which is an e-wallet.

Thank you.

Kind regards,

Tomas

Hi @Grevlingkongen,

Thank you for contacting us regarding this!

We have checked your case with our payments department and here is the explanation/clarification on what happened:

The chargeback was applied on the 15th of June and it was for one of your credit card deposits (not Mifinity). Since the system automatically brings the account in a negative state, when you re-deposit after the chargeback was applied, the money for the chargeback is taken to make up for the loss.

You are also able to see all transactions in your player's account, including the ones made with Credit Card.

And you can check it further with your bank if you did not make this chargeback and they will be able to provide you further information.

Thank you for your patience and let us know if you have any further questions.

Kind regards,

Sally

Its very hard to keep up with you guys.

Please state exactly when the disputed Cc-deposit was made, and exactly when you think It was charged back. I need a timeframe here. And your search/overview feature is difficult to navigate.

I have gone through Cc-records looking for money in/back, and besides my own Payments there are none.

This is starting to be very annoying.

Dear Rapid Casino,

Thank you for the information. May I please request that you provide us with evidence that confirms a chargeback has occurred? You can send the data to my email address: tomas.k@casino.guru

Let me know once you do so.

Kind regards,

Tomas

Hi @Grevlingkongen,

The chargeback was applied on the 15th of June 2023 for the transaction made 2022-11-25.

Meaning your bank / card provider has reversed this transaction due to unknown reasons.

Let us know if you have any further questions.

Kind regards,

Sally

Dear Grevlingkongen,

Could you please search for this transaction first and inform us if you've found anything?

Thank you.

Kind regards,

Tomas

Are you telling me that my bank decided, 7-8 months later, to reverse a deposit made with a Cc? I hope we can agree Thats highly unlikely?!

I see a deposit to «bubble-dutch.com KENILWORTH GB» for roughly 1000nok on said date. (25-11-2022). I presume Thats you guys and that is a completed transaction.

If this was reversed, I would either not find the transaction or at least have a deposit of same amount back to my Cc-account. This has not happened. I have not asked to charge back, and my bank would not charge back and not say anything to me.

Im extremely disappointed by this situation. You are basically saying I did something dishonest, and all burden is falling on me to prove that you guys have some kind of error in your system. None of this makes any sense, and in a fair and sane world this would been sorted in my favor by now.

I mean.. this has taken ALOT of my time by now.

Dear Grevlingkongen,

Before we proceed, could you please contact your bank via email to inquire about this particular transaction?

If the transaction has been reversed, you may not see it as a new deposit. Therefore, it is essential to confirm it with your bank.

Kindly forward their response to my email address: tomas.k@casino.guru

Thank you.

Kind regards,

Tomas

Dear Grevlingkongen,

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.

Have no idea who to contact in my bank for this.

Let the record state, I have not.. according to my statement recieved any money back. Not after the deposit or when they say its charged back.

Im 1000nok short here, and thats where it is.

I have spent hours on this until now, and Im done.

So, please let the record state that Im giving up on this. But they took my money. End of story. I will obv never ever put a cent on to this place again.

I've after some research seen that Im not the first person they have done this to, so please be aware!

Dear Grevlingkongen,

We have noticed that you have decided to no longer work with us to resolve your complaint. Since we haven't received any updates from you about contacting your bank to investigate the transaction in question, and you have expressed that you're no longer interested in pursuing the matter, we regret to inform you that we won't be able to continue with our investigation. As a result, we must inform you that we are rejecting your complaint.

Kind regards,

Tomas