The player from Germany is experiencing difficulties obtaining his tournament winnings. Casino didn't respond.
Refuel Casino - Player’s struggling to receive his winnings.
Black points: 30
Amount: €600
Refuel Casino
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8.0
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Unresolved
Our verdict
No reaction policy, good regulator
UNRESOLVED
Case summary
3 years ago
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3 years ago
Translation
Once again, I did not get tournament winnings into my player account. Most recently, from 15.-17. May played 2 different tournaments at the same time and won € 500 each. On May 20th I got 500 €. On repeated inquiries, I was told that all winnings had been paid out, end.
In the past, tournament winnings were only credited after repeated inquiries.
Automatic translation:
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3 years ago
Dear Dieter,
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. Have you been advised what has caused the delay? Was the tournament organized by the casino itself or by the game provider? If there’s any relevant communication between you and the casino, please forward it along with any supporting evidence to petronela.k@casino.guru.
I understand that it might seem like a lot of inquiries, but all the requested information is essential if we wish to proceed with this case. Thank you very much in advance for your reply.
Best regards,
Petronela
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3 years ago
Translation
Hello, of course I am happy to answer your questions.
Since the tournaments are offered at the casino in the "Tournaments" section, I assume that the casino is the provider.
I have no evidence that I won, as the results are taken out immediately after the tournament is over.
In April, after I won € 600 but didn't get it, I received the following email upon request:
Daniel (Refuel Casino)
5 May 2021 at 6:22 pm EEST
Dear Dieter
thank you for contacting our customer service
Please note that the price tables are always listed in the general terms and conditions of the individual tournaments.
Due to the fact that you play all of our tournaments, we have decided to give you an adjustment of EUR 300 just this once as a token of our appreciation that you play at Refuel Casino.
Thank you for being a valued gamer,
With best regards,
Daniel
I don't know why I didn't get the prize.
From May 15th to 17th I played 2 tournaments and won € 500 each. After 3 days I got 500 €. On request, what about the other 500 €, this mail came:
Daniel (Refuel Casino)
21 May 2021 at 2:25 pm EEST
Hello Dieter,
I checked your casino account and I can see that you have already received a total of 600 euros from us (100 + 200 + 300).
With that your winnings should already be paid out.
We wish you a wonderful weekend.
With best regards,
Daniel
Unfortunately I do not have more. I hope this information helps you further.
Many thanks for your help!
Best wishes
Dieter
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3 years ago
Thank you very much, Dieter, for your reply. Could you please forward the abovementioned cashier history of your casino account? My email address is petronela.k@casino.guru.
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3 years ago
Translation
Hello,
You are welcome to check it out, but you will not find the history of these winnings in the Refuelcasino !!!
I can see my deposits and withdrawals, but not the tournament winnings. These are then simply on the player account.
Best wishes
Dieter
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3 years ago
Thank you very much, Dieter, for your reply. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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3 years ago
Hello Dieter,
I looked at your complaint and will do my best to help you. I would like to invite Refuel Casino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?
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3 years ago
Translation
Hello Viliam,
to a question from me to look what with the 600 € for the RedRake winnings, the following answer came today (my question below):
Daniel (Refuel Casino)
31 May 2021 at 09:51 EEST
Hello Dieter,
They received 500 Euros from us on May 19th for the ELK.
This would be all from our side.
With best regards,
Daniel
Loriot123321
23 May 2021 at 2:30 pm EEST
Since I am on 17.05. won € 500 each in 2 tournaments, I only ask you to check whether I have received € 1,000 from you on May 17th !!!
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3 years ago
Translation
I got another email saying that I have to prove that I won:
Hello Dieter,
we've checked and can't find you a winner. That's why we ask you if you can prove it to us.
The players who appear as winners have already been paid out.
With best regards,
Daniel
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3 years ago
We would like to ask the Refuel 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’.
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3 years ago
Translation
Hello Viliam,
will Casino Guru rate this incident and where can I rate this casino?
VG Dieter
Automatic translation:
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3 years ago
Hello Dieter,
if Casino doesn't answer in the set time frame we'll close the complaint as unresolved which will have a negative effect on Casino's rating. If you want to leave a review you can do it here: https://casino.guru/refuel-casino-review.
Viliam Casino.Guru
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3 years ago
I apologize, but since we haven’t received any response from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’. You can contact Malta gaming license. If you need my help with contacting them just send me an email here: viliam.v@casino.guru.
I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.
I hope you won't come across a problem like this again.
The casino can ask to reopen this complaint anytime.
