Refuel Casino - Player struggled to withdraw his winnings.

Here we go again you always see me here to many times .first the site is horrible i get logged out every few spins and my computer freezes i have to reboot it.i made 3 x deposits on this site i was told they offer trustly as payment but it was not the case and the staff promised me it would be available soon after 6 weeks still no trusly so i used skrill.after playing for a while i won 399 € and cashed out back to skrill contacted chat because even i requested the withdrawal it was still showing as balance ,she would take care of it and it would be payed in 48 hours .i logged out .after 1 hour i logged in again it was cancelled again i requested to pay it out after 1 hour again i logged in it was cancelled again and was available as balance to play, this happend 3x .contacted support they told me skrill does not accept a withdrawal what a joke i never experienced this issue for 11 years and as vip this was impossible .due frustration i played the balance away .that was there plan .i advice anyone to stay away from this casino .they have only a master ip license what a joke they scammed me they will scam you too .i want my deposits back they forced me to play my wins away.shame on them .,and the support charlie is in the beginning a friendly person after the scam he turned to be evil .

Dear sardapoor,

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

Please understand, that a variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, and contracts with the payment providers and bank restrictions, all have a major influence. If a payment method was available for deposits it doesn’t necessary means that it will be offered for withdrawals too.

I’m sorry to hear that you have played your winnings, unfortunately, I’m afraid, there is not much we can do for you now. Please understand, the player is the only one responsible for their account, active balance and all the bets taking place.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Best regards,

Petronela

i think you do not understand the real issue.my complaint is about stalling payments. it has nothing to do with payment option availability since the casino claims itself that they had send the money to skrill but it failed.there is here no claim that skrill was not supported as payment .i contacted skrill if there was an issue with recieving money they replied that it was not the case .upon first withdrawal request the payout was showing as initilized but the amount was still showing as balance ,normaly if you submit a payout your balanse will be 0 and the payout would be shown as pending .this wasnt the case at all .the withdraw page was full of errors .contacted chat about this she told me that is was weird and would point this to financial department .there was no comunication so automaticly you go back to log in and check the progress.i that is the plan to tempt you to play your win away.f you think that cancelling an withdrawal 3x without notifying and giving a reason for the players then you are totaly wrong my freind.you dont mention the lag on the site you dont even mention the country restriction .i like to hear the casino to elaborate on this matter here on CG.i still want them to refund my deposits as proof that they were not scamming and lying to me.

it is still a win situation for the casino.

I believe I understood the issue. Please understand as well that we can’t penalize the casino for a technical problem. Could you advise how many days the entire incident has taken?

Nevertheless, I will emphasize it again, if you’ve decided instead of waiting for a problem to be resolved, to play your winnings, there’s not much we can do for you. Thank you very much in advance for your understanding. 

it amaze me that the technical issues always come up in favorite of casino.i had on this site many complaints technical issues related ,it is not conincident .casinos are scammers . the whole online is setup by criminal organisation.you must have a criminal mind to think about setting up a online casino to scam players.that is not a problem but at least do it in a right way.you tell me in 2021 were aal equipment is available and they cant fix an issue with payments .the only thing is working one direction( payments ) but pay out there is an issue .i dont believe this it is all made by purpose to as much money .as player you do one mistake your money get confiscated or your account get blocked but casino can do what ever they like as player you have no right ?

i know for sure this issue at refuel casino will not be fixed it is done by purpose .future players will face the same.and very suspesious why you dont let them engage in the discussion.let them explain here on the site.complains are for making players aware and casinos can fix their problem.if you reject the complain the casinos will go on with scamming players.this way it is useless to open an complain.

With all due respect, it wouldn’t be pointless to open a complaint if there were funds to fight for. Unfortunately, you’ve decided to play them. I’m sure you understand that lost money can’t be retrieved without a valid reason. If a player experiences a technical issue with their withdrawal, we always recommend being patient and cooperate fully with the casino. We always try to help the players, but it needs to be a mutual effort. In this case, there are no funds being held by the casino as everything’s been lost. 

Please let me know if there is any additional information that I have overlooked otherwise, I will be forced to reject your complaint. I really wish I were of more help. Thank you.

why isa technical issue should be in favorite of casino.we are the paying party no player no casino .due technical issue i missed more than 10000€ see my complaints.a casino should first of all make sure everything is working before offering game play in case they fail then at least the should compensate for the failure.i wthdraw 3x my money it is cancelled 3x .

i had no intion to play .the casino created the opertunity to play away my wins.i want them to pay my deposits .fair enough.this is again an easy way to get away with this.curacao casinos are scum.i advise anyone to avoid.you are on your own.

waist of time you can close it.the one enjoying my wins i hope he get cursed and suffer .

Since you have played your winnings, I’m afraid, there is not much we can do for you. As I mentioned earlier, please understand, the player is the only one responsible for their account, active balance and all the bets taking place. For the future references, please contact us as soon as the issue evolves so we can intervene before it's too late.

Sadly, there’s no other option for me just to reject this case as unjustified now. Thank you for your understanding.