Surf Casino - Player is requesting a refund.

Amount: €200

Surf Casino

Safety Index:Below average Submitted: 14 Nov 2020 | Case closed : 29 Nov 2020

Case closed Our verdict

Player stopped responding

REJECTED

Case summary

3 years ago

The player from Austria has deposited funds via Skrill but didn’t receive bonus. Subsequently, the account has been blocked and the player is enquiring about a refund. We rejected the complaint because the player didn't respond to our messages and questions.

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Rali1994

Novice

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3 years ago

OriginalTranslation

I just deposited € 200 unfortunately the bonus was not credited to me, so I deposited with Skrill. I accepted but then had the money paid out again after the conversation with the support I should do that.

Now my account is blocked and there is no help in the live chat. I am told that I have to convert the amount deposited once and my account is now blocked.

And when asked if I would get my money back, they said that it would be clarified whether there was any suspicion that I was doing money laundering.

Can somebody help me?

Automatic translation:

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Petronela

Complaints Team Lead

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3 years ago

Dear Florian,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked terms and conditions, and this is what I found https://www.surfcasino.com/terms-and-conditions:

"All bonuses are available for players from all countries unless otherwise stated.

Players from Sweden are not eligible for any bonus in Surf Casino.

Any bonus offers are not available for deposits from Skrill and Neteller."

Do I understand correctly that you have never played any of deposited funds and they remained inside your account untouched? Have you requested a refund after realizing that you won’t be entitled to any promotional offer?

If there’s any relevant communication, please forward it to petronela.k@casino.guru. Looking forward to hearing from you. I hope we will be able to help you to resolve this unpleasant situation as soon as possible.

Best regards,

Petronela

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Petronela

Complaints Team Lead

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3 years ago

Dear Florian,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

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Petronela

Complaints Team Lead

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3 years ago

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.