Voltslot Casino - Player's refund has been delayed.

I made a deposit of $50 USD via credit card through their payment provider "Paydo" This was deducted from my credit card instantly but never applied to my casino account.

The casino then wrote to me on 27.4 to advise they had located the "successful deposit" at that stage I'd already closed my account and asked for this to be refunded.

They asked me provide documents for verification to process the refund. I provided all ID docs, screenshots and bank.statement showing the fully processed transaction. They keep stalling the process and keep asking me for a copy of the transaction which I have given them time and time again! The most recent was the credit card statement showing the fully processed transaction.

Dear Jrossco79,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been informed what specifically seems to be a problem in verifying your account?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Thanks for reply. No problem with KYC I have done this and i have no problem with this. The problem is with the transaction itself. I have given them a screenshot and also given them my bank statement which surely is the gold standard in verifying my payment. It shows my name card number and the transaction clearly. They keep coming back saying telhey want something with the "time of the transaction" I have screen dumped this from my bank but it doesn't show my name in the screen. There is nothing more I can give them! Surely the bank statement is the gold standard!!

Thank you for sharing all the required details, Jrossco79. Your complaint will be forwarded to my colleague Michal (michal.k@casino.guru) who will be dedicated to assisting you. We understand how frustrating this situation can be and we will do our best to ensure that your problem is resolved to your satisfaction as soon as possible. We wish you the best of luck.

Hello Jrossco79,

I'm Michal and I have taken over your complaint. I have reviewed this case and I will contact the casino to shed more light on this matter.

We would like to invite Voltslot Casino to join the conversation.

Dear Voltslot Casino,

Can you please provide more information about the reasons why are you asking the player to confirm the deposit transaction when they have provided you with valid evidence of this already?

Dear Jrossco79 and CasinoGuru Team,

We would like to share some great news with you.

The player's account was successfully verified, and we have already processed a refund of the deposit on June 09, 2023. 

We hope that this situation may be considered as effectively resolved and you are satisfied with your experience at our casino.

If you have any questions, feel free to contact us directly vie e-mail or live chat. We are working for you 24/7.

Best regards,

Voltslot Casino team

Thank you for the response, Voltslot Casino team.

Dear Jrossco79,

As the Voltslot Casino team mentioned, you should receive the refund shortly.

Please let me know once you do so, so we can consider your complaint to be resolved.

Yes resolved thankyou

Great news, Jrossco79. I'm glad to hear that you successfully received your refund.

As the complainant confirmed that the funds were successfully received, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation and please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Michal

Casino.Guru