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.
Surf Casino - Player is requesting a refund.
Amount: €200
Surf Casino
Safety Index:Below averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
5.0
Surf Casino has a Safety Index of 5, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
3 years ago
Public
Public
4 years ago
Translation
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:
Public
Public
4 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
