Rise of Bets Casino - Player’s refund has been delayed.

Hi, I've been waiting for a refund from the casino since 15/11-2024, they initially said that the money was sent on 18/11-2024.

But the money has never arrived, I have discussed this with the casino and sent in two bank statements from my bank. Then the casino stated that something had gone wrong and confirmed that the money was sent and processed correctly on 30/12-2024 and 31/12-2024 instead. And that I should have the money within 5 working days. But no money has arrived so I emailed the casino again and now all of a sudden they said that it was processed on 18/11-2024. They keep changing their minds. Everything sounds like a scam from their side. I want my money back.

this is how they wrote at the beginning 2024-11-25

"Following our chat communication,

We would like to inform you that our payments team mentioned that the refund requests were made on 18/11 and also 22/11 due to the volume of the amount."

then they wrote like this 28/12-2024

"We are pleased to inform you that the process for refunding your deposits has been initiated but has still not been completed.

Rest assured once they are completed you will be notified accordingly.

If you have any further questions or need assistance, please feel free to contact us."

As well as this on 01/03-2025

"Dear Tim

Thank you for contacting us.

After reviewing your account, we can confirm that the transactions were completed from our side on 30 and 31/12/2024, depending on the region and method please note that it can take up to 5 business days for the funds to reach your account."

Dear Flugfiske28,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Rise of Bets Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please forward the emails from the casino promising you a refund of the amount to your bank account?
• Could you also explain when was the last time you communicated with the casino regarding the issue?
• My email is tomas@casino.guru

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello,

I have now send it to your email.

Best regards,

Flugfiske28

I apologize for not replying sooner.

Please forward me your most recent correspondence with the casino with the sender's email address visible. I apologize for the inconvenience.

I did it in the first email? Please look there.

Thanks for your patience.

Was your last interaction with the casino on January 3rd? Were there any more recent attempts to contact the casino from your side?

If there were, kindly submit them as well as screenshots here or to my email at tomas@casino.guru

Hello,

I have Email you.

Thanks.

Flugiske28

Thank you very much, Flugfiske28, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@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 Flugfiske28,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Rise of Bets Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.  

Thank you in advance.

Respectfully,

Michal

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.

Dear Flugfiske28,

I am trying to reach the casino internally, outside of this thread. I will be keeping you informed.

How is it going? They are doing everything to drag out the time just like with my refund. if they don't solve this, it smells like a scam company for a long time

Dear Flugfiske28,

I was provided by the following reply from the casino:

"Dear Michal

Thank you for reaching out.

Please note that we have contacted the payment provider multiple times regarding the user’s refund. They have confirmed that all refunds were successfully processed and have provided the corresponding ARN numbers (transaction IDs for each refunded deposit, which the bank can trace).

At this stage, per the provider’s request, we have asked the user to provide a credit card statement covering the past two months for further review.

We remain at your disposal should you require any additional information.

Kind regards,

Customer Support Team"

Can you tell me if you provided the casino with the requested document?

Hello,

Yes, I have it now. So now we'll see what they come up with this time.

2024-11-25 they say that the refund was made on 11/18 and 11/22.

Then: 2024-12-28 they say that something went wrong and it has not been approved yet.

Then: 2024-01-03 they say that the refund is complete on 12/30-24 and 12/31-24.

Then: 1/14-2025 they say AGAIN that the refund was only made on 11/18-2024.

Then: TODAY 2025-02-19 they said that the refund was made on 12/31-2024 and 1/15-2025.

I have sent ALL the documents they requested, sent over 200+ emails and have not received any money. It is unacceptable how they behave. To keep changing so many times and saying that it has been sent to different dates. This only strengthens everything that I have NOT received my money. I have sent proof below so you can make an assessment of how confused you are and how unreliable your supplier is. So please help me tocgey my money . I have waiting so long.

sending screenshoot from riseofbets here.

FLUGFISKE28 (sending personal information so please make a lock on it)

It's very funny that it keeps changing dates and saying it's sent and then not. It's such a big scam and I demand my money to be sent via bank transfer not by the scam provider not knowing shit and trying to scam people. So stand up and save your reputation by refunding me immediately.

Dear Flugfiske28,

The communication with the casino is still ongoing, I ask for your patience.

Dear Flugfiske28,

The evidence I was able to review clearly shows that all of the transactions were reversed - therefore were sent back into your account. Did you contact your bank and provide them with the transaction numbers that the casino sent you?

and

And what did the bank say? Did you get an explanation?

Couldn't see any transactions unfortunately. And didn't get any answer from riseofbets either what the transactions would be called? Just a number but unfortunately they didn't exist. So something is wrong with their payment provider as they don't know what a transaction would be called if it came into the bank if it says "riseofbet" or "europabetalning" or whatever it says. Just got a lot of numbers and they don't exist.

Dear Flugfiske28,

Would you be able to provide me with your bank statement for the said period? Please, send everything to michal.v@casino.guru

I have videoed everything to riseofbet. So they can tell you exactly where and who the transactions are that they think I received. They have all the bank statements so ask them to prove which ones they sent.

Dear Flugfiske28,

I am waiting for an answer from the casino. Were there any developments? Did you get a reply to the files you have sent them?

They just say they sent the money. But that's not true. I want them to send the money immediately by bank transfer. So this case can be marked as resolved.

Fly fishing28

Dear Flugfiske28,

I have contacted the casino once more to provide an answer.

It has been 72 days (1728 hours) since the case was opened? This is not good of you, god how long this is taking. You are very slow Michal to solve this problem.

Unfortunately, you can not rush the timers, and everyone has an equal amount of time to react. The casino did not answer to my further queries. 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 MADRE – an alternative dispute resolution service (madre-online.eu/file-a-claim/) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Malta Gaming Authority and submitting a complaint through their website at https://www.mga.org.mt/player-hub/lodge-a-complaint/. The Gaming Authority has more options and tools to assist players. You can find more information on how to properly submit a complaint to the regulator at https://casino.guru/submitting-complaints-to-regulators. Please let me know if you need help with submitting the complaint or if you receive a response from the regulator by emailing me at michal.v@casino.guru. I am sorry I could not be of more help on this occasion.

Best regards,

Michal V