Roaring21 Casino - Player's asking for a deposit refund.

Twice within six months, they double-charged my bank account for deposits (i.e. same deposit debited twice from my bank account). The first time it happened, they returned a full refund within a couple of days. This last time it happened, on Dec. 14th, they have yet to refund the charges (although they admit the double charges and their cashiers approved the refund). They are blaming the processor and saying it's out of their hands how long the processor will take. It's now been three going on four weeks, and still no refunds returned to my bank account. I'll never do business with them or their associated casinos again.

Dear prairiegal123,

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. Was this deposit credited to your casino account?

Do I understand correctly that the casino owes you $2,317 (dispute value)?

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. 

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,

Kristina

Hi Kristina

i was not credited to my casino account for the second round of charges that they made on my bank account on Dec. 14th. I’ll forward to your email the most relevant emails.

Thank you for your reply, prairiegal123. I see that the casino informed you that the refunds have been processed on December 23 and it could take up to 28 days. In this case, I would recommend that we wait at least one more week. I will leave this complaint open and if there is no development, we will intervene. Please, keep us updated about any further developments. Thank you in advance.

Hi again, Kristina

Thank you for your response - as of today, January 16th, I have yet to receive ANY refund. Since they said it can take up to 28 days, I guess it's still possible for it to come in this week. I will keep you posted as the week progresses. If I don't have anything by Friday, close of business, I would appreciate your help!

Virginia

Dear prairiegal123,

Has there been any news? 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.

Nope, nothing. I have received no refunds to date, and the casino just keeps saying that their cashiers approved the total refund and it's now in the hands of the processors and can take up to 28 working days from the date of their approval (12-23-22). Anything you can do to help would be greatly appreciated.

Virginia

It is now January 28th I have yet to receive any refund. Just wanted you to know. This is 23-24 working days since the refund was approved. They said it could take up to 28 working days (before they would "investigate further".) I'm hoping I see something next week, otherwise I will definitely need your assistance. The "28 days" timeframe would be up on Friday, Feb. 3rd.

Virginia

Thank you for the updates. Please get back to us if you do not receive the refund and we will investigate the issue further.

Ok, as I mentioned the "28 days" is up this Friday so I will let you know if I don’t receive anything by then.

It is now Feb 1st and still no refund.

It is now past close of business on Friday, Feb. 3rd, which is 28 working days since my refund request was approved for the $2317.44 that I was double-charged (debited twice on my bank account, on 12/7 and then again on 12/14) by the Finance Team at Roaring21/CherryJackpot/Spinfinity casinos.

I have not received any refund, and I checked with my bank to make sure that nothing was pending, on hold or frozen on the account. There is not, and they have no record of any attempt to process this refund to me.

Since the casino group said I needed to wait the full 28 days for the transaction to process, and since that 28 day period is no over, I am asking that you assist me by investigating this matter and helping me recoup what is rightfully mine.

Sincerely,

Virginia A C***

Thank you very much, prairiegal123, for your cooperation. I will now transfer your complaint to my colleague Adam (adam.m@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 prairiegal123,

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

We would like to invite Roaring 21 Casino to join the conversation and participate in the resolution of this complaint.

Dear Roaring 21 Casino,

Can you please provide further information regarding the status of the player's refund?

Kind regards,

Adam

Ok great! Hopefully, you will get more of response than I was able to get! I just want my money back!

Has the casino responded yet to your request for information regarding the refund they owe me?

Dear prairiegal123,

There has been no response from the casino, I will contact them once more.

We would like to ask Roaring 21 Casino to respond to this complaint. Can you please also clarify which provider should be processing the payment?

I will extend the timer for 7 days. If there is no response within the specified timeframe, the complaint will be closed as 'unresolved' and have a negative effect on the rating of the casino.

Kind regards,

Adam

Hi there Virginia and Team Guru. First off, please let me start by apologising for this delay. As a group, this is not standard and none of this was in anyway to slow play you at all. There was some delay from our side in the last week due an industry conference however we're all back in the office now and can get this resolved for you.

The information you have been provided with has all been true and we are still unaware why you were double charged and why you are yet to receive your refund. Taking this and the time delay into account, we're crediting your account today with the money due and you'll then be able to cashout once again to receive these funds settling this discrepancy.

Again, we're super sorry for the delays and inconvenience in this case, and we hope that this may at least restore some faith in Roaring 21 and our group. Please update here once you see the funds and once you get your cashout.

Please also let me know if there is anything further outstanding in this case and I'll get right on it.

Thank you for the update, Roaring 21 Team.

Dear prairiegal123,

Please let us know when you have been able to request the withdrawal and received your payment.

Kind regards,

Adam

NO!!! Unfortunately, these idiots credited me back $986.85 which was money I deposited via a credit card just this last week to play at the casino. Somehow they've confused this with the original double charge of $2317.44 that was taken from my account twice in December (original on 12/7 and erroneous double charge on 12/14 and 12/15). I have written to them again, letting them know that they have NOT fixed this and that I will NOT be halting either your investigation nor my bank's until they do!

Please do continue to investigate this matter. Just in case you don't have them, these are the screenshots I sent them on this issue, way back in December of 2022.

Also, they did credit me the erroneous amount of $986.90 (again, this amount equals plays I just did last week at the casino, NOT the double charges from December.) but I am NOT touching it until they resolve this completely, and credit me back the entire $2317.44 I am owed.

The other possibility is that I could request a withdrawal of this $986.90, and then, they can just credit me back the difference of $1330.54 which would total the amount they actually owe me of $2317.44. Please let me know if you think that would be more helpful than waiting for them to give me the entire $2317.44 in one lump sum...

I heard from them again and they are still working on it - they are claiming the error is that the additional funds were from my Cherry Jackpot account and that they are sending those to my account tomorrow. I will let you know if that happens and we can finally CLOSE this case.

BTW, the person who has been most helpful there is someone named Jordon...

Hello prairiegal123,

I am sorry to hear that you are still experiencing issues but glad that the casino has been in touch with you and is working on resolving them.

I truly believe that they will find a solution for you soon, please do continue to keep us updated.

Kind regards,

Adam

no resolution as of today as yet.

Good news! They have credited the refund amount back to my account so that I can request it as a payout withdrawal! I have now done that - let's wait a few more days to make sure that they honor and process the payout request, but it looks like we might finally have a resolution (after 3 months)!

Hello prairiegal123,

I am glad to hear that you have made some progress. We will of course keep the complaint open until you confirm receipt of payment. I will extend the timer for 7 days.

Kind regards,

Adam

Thanks for the update prairiegal123. The original refund did only relate to Roaring 21 and not your account with Cherry Jackpot our sister casino. Hence why that was sorted first.

Your Cherry Jackpot account has also been sorted and you'll have no issues in cashing that out.

To reiterate, really sorry for your experience with our brands on this occasion, sometimes the solution seems easy, but in reality it's much more complicated to achieve the desired outcome quickly. Just glad we finally came through for you.

They are stating that my payout request has processed. Once the funds hit my bank, I’ll let you all know.

Hello prairiegal123,

Thanks for the update, we will await further confirmation from you.

Kind regards,

Adam

I got it! Exactly 3 months after the refund was approved by their finance team, I received the funds in my bank account today. THANK YOU for all of your help and assistance. Until you came along, I just kept getting the run-around. With your help, this was cleared up in a couple of weeks (as opposed to months)!

Great to hear and thanks for updating the thread.

As mentioned earlier, thus process is in the hands of a third party, however due to the delays and other issues, it was decided to just settle the issue and we'll deal with the processor.

Again, apologies and we're glad its all works out in the end.

Many thanks to Roaring21 Casino for your assistance and understanding.

Dear prairiegal123,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Adam