refuel casino not paying

Aprendiz sénior

Países Bajos

hace 3 años

OriginalTraducción

i won 400€ and cashed out to skrill and they kept cancelling the withdrawal 3x and put it back in my balance to play it away wich i did.reason giving for cancellation was skrill dont accept withdrawals.they kept telling me that payment department was on the case and i should wait .after i lost my wins suddenly the payment department reacted to contact skrill.for 11 years i had no problems with skrill and coincidently today i have one .casino guru list the casino as allowed from the netherlands but the license state clearly that netherlands is restricted . stay away the site is horrible keeps logging you out during play .

Daniel

sardapoor

Head of Community & Social Media

sardapoor

hace 3 años

OriginalTraducción

Hi, we were talking about Skrill here: https://casino.guru/forum/general-gambling-discussion/skrill--gambling--money

With regards to the recent changes, it's actually possible that the casino had some issues with sending the money to your Skrill account. It seems like Skrill doesn't like gambling money anymore.

sardapoor

Aprendiz sénior

Países Bajos

hace 3 años

OriginalTraducción

Hi Daniel, this sounds very weird . when ever i open my skrill app it is always full of casino bonusses that would be weird promoting gamblingsites but not processing gambling deposits. i used skrill 3x to deposit to the same casino and they were aware that i was depositing to a gambling site .i have contacted them if there was an issue i clearly mentioned the casino they replayed that there was no issue at all for receiving gambling money .

Joz1614

Novato

Australia

hace 3 años

OriginalTraducción

How do I make my reponse private to a complaint

sardapoor

Aprendiz sénior

Países Bajos

hace 3 años

OriginalTraducción

just write it down here and press submit.or you mean to talk to me private??

Daniel

Joz1614

Head of Community & Social Media

Joz1614

hace 3 años

OriginalTraducción

Every response to complaints until the agent makes it public. If you wish to keep it private, just add a note into the response that you want to keep it private.

Daniel

sardapoor

Head of Community & Social Media

sardapoor

hace 3 años

OriginalTraducción

Then I guess you should forward your conversation with Skrill to the casino in order to prove, that there were no issues and they should send you the money if they don't send you something that would support their claim.

sardapoor

Aprendiz sénior

Países Bajos

hace 3 años

OriginalTraducción

i contacted them today in live chat asking for update but he told me we dont work with refunds.

i sent him a screenshot showing the withdrawal as initilized and same time as available balance /

if the casino was honest they immidiatly should have apoligized and compensated my deposits as good gesture at the end it is their fault that this happened . i requested 3x a withdrawal does that not mean i really wanted toi cashout and it was my intention not to keep play.oke i played away my win but that does not take the facts away that they created the opertunity to do that.besides the site is horrible lagging and slow and i get kicked out of the game every 2 spins.i remember you have CG a codex about restricted countrys,if a player manege to acces the site from a restricted country he should be payed in case of a win and refunded ?

Daniel

sardapoor

Head of Community & Social Media

sardapoor

hace 3 años

OriginalTraducción

If the player plays in the casino and wins, they he should get paid, because it's casino's fault that they let him play there. If the player loses, they lost and there shouldn't be any refunds.

As long as you have a real chance to win in a casino and get paid in cases of winning, then there's no reason for refunds. There's another case when player plays in the casino, loses some money, then the player wins, the casino voids winnings because the player is from a restricted country, but the casino refuses to pay refunds at the same time. That's wrong, because in that case, the player played and spent money, but didn't have any real chance for winning. Then the player should get the money back.

Gordon8

Aprendiz

Canadá

hace 3 años

OriginalTraducción

Hmmmm this is awful to hear. Did you already report it? I think it is best to have it reported to someone higher that the regulatory board in the casino site. Have you checked if there are any problems with your account? or something mist have happened while you are away. It is such a bummer not to withdraw your winnings. Well, you would probably look for another site or provider that will not give you the same experience as this. This is also the reason why everyone should be careful when it comes to placing bets.

swechicc

Visitante

Suecia

hace 3 semanas

OriginalTraducción

I won 400 euros at refuelcasino and choosed direct banktransfer as withdrawal method. The issue is that I have been trying to contact support chat and email without nobody even answering. Support through live chat usually respons in minutes. The withdrawal is still pending and im worried that i wont get my money, sence it seems like nobody are active there. What should i do?

Jaro

swechicc

Forum and Reviews Administrator

swechicc

hace 3 semanas

OriginalTraducción

Hello, since you don't get any answer I believe you are a bit worried about your withdrawal. My question is how long are you waiting for your money? Is this your first withdrawal? Was it necessary to send any documents?

I would like to point out that we give casinos 14 days to resolve the issue around the withdrawal and if nothing happens, please get in touch and we will try to help. But for now I would be patient, don't cancel the withdrawal or gamble with the money and wait to hear from the casino. Once every two days or so I would try to write to them again and see if they give you an answer or not.

That would be the procedure I would apply for the time being. If nothing changes, I'll be here.

refuel casino not paying

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