The player from Sweden had attempted to withdraw 2236 euros from Refuel Casino, but only received 2086 euros. Both the casino and its payment provider, Payoro, had claimed they charged no fees, but the player was missing 149 euros. The player's account and withdrawal were both in euros. Despite our efforts to resolve the issue, we had received no response from the casino. We had marked the complaint as 'unresolved', which could have negatively affected the casino's rating. We had advised the player to contact the Malta Gaming Authority for further assistance.
Refuel Casino - Player's withdrawal is short of funds.
Black points: 35
Amount: 1,700 kr
Refuel Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Unresolved
Our verdict
No reaction policy, good regulator
UNRESOLVED
Case summary
7 months ago
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7 months ago
Hello Putriken,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Refuel Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise in what currency is your casino account and in what currency the payment method you used? Did the casino provide you any kind of payment confirmation regarding the amount sent by them?
Looking forward to your answer.
Regards,
Nick
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7 months ago
Translation
Thank you very much myself.
The casino account is in euros. My account in revolut bank is also in Euro. I took out from Refuel in euros.
On the casino account it says that I withdrew 2236. But where the 149 euros went before they landed on my account, no one can account for.
Automatic translation:
Sensitive attachment
Sensitive attachment
7 months ago
Translation
Here you can see that I took out 2236 euros from refuel.
Automatic translation:
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7 months ago
Hello Putriken and thank you for the information provided. As we will require more details from the casino regarding the fees, your complaint will be now forwarded to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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7 months ago
Hello there,
Thank you Putriken for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask Refuel Casino for their help in resolving this complaint. We would like to know what happened to the missing funds and what can we do to help resolve this issue.
Thank you!
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7 months ago
We would like to ask the 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’ which may negatively affect its rating.
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7 months ago
I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Malta Gaming Authority (https://www.mga.org.mt/player-hub/lodge-a-complaint/) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.
Best regards,
Peter
