Run4Win Casino - Player faces deposit issues and financial loss.

Dear Casino Guru Team,

I am writing to formally lodge a complaint against Run4win Casino, operated by Dama N.V., regarding their unethical and misleading payment practices. I have been playing on Run4win Casino this summer, and while my account has been verified and withdrawals have been processed without issues, I have encountered significant problems with their deposit process.

Deposit Currency Issue:

I play in Norwegian kroner (NOK), and while my withdrawals reflect the correct amount in NOK, deposits have been problematic. Run4win Casino uses multiple payment providers, and I am required to verify my bank details several times before a deposit is processed. My bank even contacted me, suspecting potential fraud due to these repeated verifications.

Currency Conversion Without Consent:

Typically, payment providers display and allow me to consent to transactions in EUR or USD, which I accept given the minimal currency conversion involved. However, since deposits done on July 19th, Run4win Casino has started using a new payment provider that processes payments in Nigerian Naira (NGN) without any prior notification or consent from me. For instance, when I deposited 5000 NOK, my account was charged 5800 NOK, resulting in an unexpected and significant loss.

This I discovered July 22nd and made contact immediately.

Unauthorized Reservations:

This new payment provider also reserved approximately 20,000 NOK on my bank account without my authorization. It took almost two weeks for these reservations to be cleared, causing considerable inconvenience and concern.

Lack of Transparency:

The conversion to Nigerian Naira (NGN) and the resulting additional charges were not disclosed to me at any point during the deposit process. This practice is both misleading and unethical.

Financial Loss:

Due to these undisclosed conversions, I have incurred a loss of approximately 2500 NOK, which is roughly 15% of my deposits through this payment provder.

Inadequate Customer Support:

Despite multiple communications with Run4win Casino's support team, they continue to deflect responsibility, suggesting that my bank might be at fault. My bank has confirmed that they do not charge any fees and have no involvement in these conversions, placing the responsibility squarely on Run4win Casino and their chosen payment providers.

I demand that Run4win Casino reimburse me for the 2500 NOK lost due to these unauthorized currency conversions. Additionally, I urge Casino Guru to investigate this matter and consider it when evaluating Run4win Casino’s practices and reliability.

Thank you for your attention to this matter. I hope for a swift resolution and appropriate action against practices I consider unfair.

Hello refw,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Run4Win Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Why did you deposit multiple times if you are not satisfied with the fees? When was the last time you spoke to the casino and what was it about?

Please note that the payments are affected by the payment provider not the casino and I can only recommend to chose to play in a different casino is you are not satisfied with the deposits in Run4Win as it is purely the player's decision whether to deposit or not.

Looking forward to your answer.

Regards,

Nick

Dear Nick,

Thank you for your prompt response and for assisting me with my complaint against Run4Win Casino. I appreciate your willingness to look into this matter further. 

Account Verification and Deposit History:

My account was verified at the end of June or the beginning of July. Initially, I deposited funds because I wanted to play and did not notice any issues with currency conversion, as previous deposits had been in EUR or USD, which I consented to and were clearly indicated during the transaction process.

Currency Conversion Issue:

The problem arose when I deposited funds and discovered that the amount was converted to Nigerian Naira (NGN) without any prior notification or consent. This conversion was only noticeable when I checked my private bank account and saw the significant amounts withdrawn. It is not customary for me to check every transaction in my bank immediately, especially when previous deposits were straightforward and in known currencies.

Communication with Run4Win Casino:

The last time I communicated with Run4Win Casino was today via their live chat, inquiring why they hadn't replied to my previous email. They reiterated the same points without addressing my concerns, leading to my decision to close my account. I no longer wish to be a customer at a site that uses random payment providers and does not provide control or transparency over the currency I pay in.

Expectation from a Reputable Casino:

As a reputable casino, Run4Win should ensure consistency in the currency used for transactions. They market that deposits can be made in NOK, and on some occasions, the conversion has been 1:1, leading to no additional charges. However, the unexpected conversion to Nigerian Naira is unacceptable, especially without any prior notification or consent. When I initiated a deposit of 5000 NOK, a window popped up saying "handling payment" without specifying the currency or requiring any bank verification that would indicate a conversion to Nigerian Naira.

I hope this makes my complaint more clear and thank you for your assistance in resolving this matter. I look forward to your support and a fair resolution.

Hello refw,

Can you please advise how many deposits and in what sum did you make since the casino is using a different currency? What did they respond to you when you contacted them regarding this matter?

Dear Nick,

Thank you for your follow-up.

Since the casino started using a different currency (Nigerian Naira), I have made 4 deposits that were converted without my knowledge or consent. 17000 NOK in total, and with conversions to Nigerian Naira 19526 NOK. For these transactions, as previously mentioned, I was unable to see or verify the conversion beforehand.

Additionally, I have made over 30 deposits using other currencies where I was clearly informed of the conversion rate and could verify the transaction through my bank. These deposits were handled transparently, and I took full responsibility for the conversion.

It is also worth noting that some of my deposits were processed as a 1:1 conversion in NOK, adding to the inconsistency and confusion. The random nature of these conversions is problematic, but the conversion to Nigerian Naira is particularly unacceptable as it results in an approximate 15% loss without any prior information or verification.

Moreover, I would like to highlight that all my withdrawals have been the exact amount I withdrew in Norwegian kroner (NOK), regardless of the conversion currency used during deposits. This inconsistency further emphasizes the issue with the deposit process.

I have previously attached pictures of all 4 transactions from my bank for your review where Nigerian Naira were involved. Please confirm if you have received them.

When I contacted Run4Win Casino regarding this matter, they repeatedly stated that they do not take any fees and suggested the issue might be with my bank. Despite explaining multiple times that the problem is with the unauthorized currency conversion, they failed to address the core issue and continued to deflect responsibility.

I hope this provides the necessary details for your investigation. Thank you for your assistance in resolving this matter.

Hello refw,

Yes, we have received the first 4 attachments. Can you also please forward the deposit history from the casino to nikolas.b@casino.guru? What currency is your casino account registered in?

Dear Nick,

Thank you for your response.

I have now sent all the deposit and withdrawal history from the casino to the provided email address, including bank screenshots of the 4 deposits where Nigerian Naira was used as the conversion currency without my consent or prior information.

My account is registered in NOK.

Please confirm if everything has been received and if you need any further details.

Hello refw,

Everything was received, thank you. What is your current casino balance? Did you play with any of the deposits or it's all on your account? If the balance is untouched, you may still request a refund due the fees which you did not agree to.

Hello Nick,

My balance is 0. And as previously mentioned, I have closed my account.

Hello refw,

If you have already lost the deposits or withdraw them, there is not much we can do. By using the funds you basically agreed to the feed applied by the casino. If you will experience such issue in the future, be sure not to use the balance until the matter is resolved with the casino.

Is there anything else we could assist you with?

Dear Nick,

It's becoming quite frustrating how long it is taking for you to understand the core issue here. This is not about a refund of any transaction fees related to Nigerian Naira. The problem is that Run4win Casino has been converting my deposits, which were made in NOK, into Nigerian Naira without any notice, consent, or indication during the transaction process.

As a result, I have lost approximately 2500 NOK more than the amount I intended to deposit. This occurred due to the unauthorized currency conversion performed by the casino, not because of any losses or winnings on my part. The casino took more money than I consented to without proper communication or transparency.

To make this even more understandable: imagine paying for a service clearly listed as 100€, but without any prior notice, consent, or explanation, you are suddenly charged 115€. This is exactly what has happened here. I deposited 5000 NOK + 3 other transactions, but due to this hidden conversion, I was charged significantly more, losing around 15% of my deposit.

I urge you to grasp the seriousness of this issue. It has nothing to do with whether I won or lost; it is about unauthorized conversion and the resulting financial loss even I won or lost.

Please address this matter appropriately.

Hello refw,

As you did deposit multiple times, you should have notice the fees at the first one but you deposited again anyway and even played with the balance without addressing the matter to them. As stated above, the issue has to be resolved before taking further action with the with the incorrect deposits not once you lost it all and even close your account. The casino has basically no reason to even respond to us with the current conditions.

Unfortunately, we have no other choice only to close the complaint.

Please be sure to not taking any further steps with the occurred issue before it is addressed to the casino or other other mediator.

Best regards,

Nick