The player from Greece had made a deposit five days prior, but it had not been credited to his casino account, nor had the money been returned to his bank. The casino claimed that his bank wasn't sending the money, but the player's bank confirmed the transaction had been processed. The player had initiated a dispute process with the bank. This had not been his first deposit at the casino. After further communication, it was revealed that the player had requested a chargeback from his bank. We had informed the player that this action was considered fraudulent by most casinos and could result in restrictions on his ability to play at many online casinos. As a result of the player's decision to request a chargeback, we had rejected the complaint, as the matter was now in the hands of his bank.
Snatch Casino - Player's deposit hasn't been credited.
Amount: €20
Snatch Casino
Safety Index:HighOther
REJECTED
Case summary
I made a deposit via debit card on Friday 01/12, and it's been 5 days but the money hasn't been credited to my casino account, nor have I received a refund in my bank. The casino refuses to complete the transaction, telling me that my bank isn't sending them the money. I've spoken to my bank and I've been informed that the transaction has been accounted for, they just refuse to provide me with my service and credit the money to my account. I have initiated a dispute process with my bank so I don't lose my money.
Dear Leto94,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
I would like to warn you, that if your deposit has never been credited to your casino account, the first thing we recommend is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process that takes approximately one month. In these cases, the casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.
If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.
- Could you please advise if it was your first deposit in this casino?
- Could you please forward any communication between you and your bank to kristina.s@casino.guru? Alternatively, you can post it here. I am mainly interested in the message where the bank informed you that the transaction was processed successfully.
- Also, do I understand correctly that you requested a chargeback of your deposit?
I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.
Best regards,
Kristina
No, it's the Fourth deposit and it's the first time this has happened to me
Dear Leto94,
We'd like to help you. Can you clarify if you have already initiated a refund through your bank?
what to help? If there is a leak in your payment system then this is much more serious than my issue. I have attached you several proofs and right now with this reply you are making a fool of me and all your customers!!!
Hello everyone,
Thank you both for your replies.
Leto94, please answer all questions that have been asked in this thread. All requested information is essential if we wish to proceed with the case. Thank you in advance.
The process is at the bank. If my deposit is credited to my casino account balance I will cancel it until then the process is in the hands of the bank.
I am afraid that if you requested a chargeback instead of waiting for a thorough investigation, we cannot help you. This is considered fraudulent activity in most casinos and it is against their AML Policy. You should be prepared that there is a possibility you won't be able to play in many online casinos due to this decision. At this point, I can only recommend that you cooperate and communicate with your bank as the rest of this case is in their hands.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
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