The player from Germany has been charged high unexpected fees. We rejected the complaint because the player didn't respond to our messages and questions.
Ruby Vegas Casino - Player has been charged unexpected fees.
Amount: €50
Ruby Vegas Casino
Safety Index:Above averageSafety Index
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7.6
Ruby Vegas Casino has a Safety Index of 7.6, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 years ago
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2 years ago
Translation
Dear Ladies and Gentlemen,
I tried to deposit €45 with Coinspaid at this casino and I applied for a deposit of €45 with Coinspaid. Now I deposited €46 via my crypto wallet instead of €45 and supposedly because I deposited too much, according to the payment service provider, I would have to have the money refunded. Well said and done I requested a refund from the payment service provider and they fixed me a whopping €17 in fees for the refund. Then I tried to deposit €50 again and this time typed in exactly €50 and then I got another message saying I should have the money refunded because I deposited too much. Now I was charged a whopping 32€ for incorrect transactions for which I am not responsible at all. I reported the incidents to the casino and it's not my fault for the payment service provider that I should get in touch with them. Now I will file a complaint against the casino operator and payment service provider because it is fraud and rip-off.
Automatic translation:
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2 years ago
Hello casinotester,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Could you please clarify how is it possible that you deposited too much? Do you have an active deposit limit in your casino account?
Who informed you that the deposited amount was too high?
Would you be so kind as to send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru.
Looking forward to hearing from you.
Best regards,
Kristina
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2 years ago
Translation
So I tried to deposit 45€ via Cryptopay and unfortunately it didn't work because I allegedly deposited 5€ too much and I would have to cancel the deposit and I would incur fees as a result. I thought OK there will be only 3€ fees or something along those lines. But Cryptopay charged me 15€ for the transaction. Then I tried it with a second deposit and this time deposited exactly €50, which I also stated when depositing in this casino and again it said I had deposited too much and I was charged again €17 in fees, which I personally think is a rip-off . A total of €32 was stolen from me for a failed transaction and I would ask the casino operator to return it.
Edited
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2 years ago
Translation
I complained about this in the chat and it said the casino can't do anything about it as it has nothing to do with the payment provider and I should get in touch with the provider.
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2 years ago
Thank you for your reply, casinotester. Unfortunately, the casino is correct here. Please note that we cannot punish the casino in case fees are deducted by the payment provider, nor we can ask the casino to refund them. I understand that this would have never happened if deposits were successful, but sadly transaction fees and currency exchange fees are usually out of the casino's hands. I can only recommend that you contact the payment provider and try to ask them to return the fees.
Please, let me know if there is anything else I could help you with, otherwise, I will be forced to close this complaint. Thank you for your understanding.
