BetterWin Casino - El depósito del jugador se retrasó y el reembolso fue ignorado.

Hello, a €120 credit card deposit was debited but has not been credited to my casino account.

The casino also confirmed to me that there was a technical error and said that the €120 would be refunded.

The casino also gave me an RNN number, claiming that the money had been sent.

The problem is that the casino issued a refund to my credit card, which, according to my bank, is technically impossible. Unfortunately, my credit card doesn't have the option to accept deposits.

Therefore, the refund must have arrived back at the casino.

I have tried to explain this to the casino several times over the past few days, but I haven't received a response yet.

The fact is that I never received the refund of the 120 € and the casino has ignored me since then

Hallo, 120 € Einzahlung über Kreditkarte wurde abgebucht, ist aber meinem Casino Konto nicht gutgeschrieben worden.

Das Casino bestätigte mir auch, dass es einen technischen Fehler gibt, und meinte, dass die 120 € zurück erstattet werden.

Das Casino teile mir auch eine RNN Nummer mit, mit der Behauptung, das Geld wurde geschickt.

Problem ist, dass das Casino eine Rückerstattung auf meine Kreditkarte veranlasst hat, was laut Aussage von meiner Bank technisch nicht möglich ist. Meine Kreditkarte hat die Funktion, Einzahlungen zu empfangen, leider nicht.

Somit muss die Rückerstattung wieder bei dem Casino angekommen sein.

Ich habe in den letzten Tagen schon mehrmals versucht, dies dem Casino zu erklären, bekomme aktuell aber keine Antwort mehr.

Fakt ist, dass ich die Rückerstattung der 120 € nie erhalten habe und mich das Casino seitdem ignoriert

Dear xSerious169,

Thank you very much for submitting your complaint. I’m sorry to hear about the problem with your deposit and the subsequent refund issues. To help us better understand the situation and assist you effectively, could you please provide us with the following additional details?

• What payment method did you use to make the €120 deposit?
• Have you made any successful deposits to the casino before?
• Have you used any other payment methods for deposits with this casino in the past?
• When exactly did you make the initial deposit, and when did the casino confirm the technical error?
• Could you please forward the communication between you and the casino regarding the refund of your deposit to [email protected]?

I hope we can help resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika

I paid by credit card.

All other deposits were successful, except this one.

As soon as I contacted the casino, they confirmed the error and promised a refund, which never arrived.

I forwarded it to you.

Ich habe per Kreditkarte eingezahlt.

Alle anderen Einzahlungen waren erfolgreich, nur diese nicht.

Das Casino hat direkt als ich es kontaktiert habe den Fehler bestätigt und eine Rückerstattung versprochen, die nie angekommen ist.

ich habe es dir weitergeleitet.

Could you also please forward me the communication you had with your bank?

Has the casino informed you about the outcome of their inquiry with your bank in the meantime?

Hello, unfortunately, I don't have anything in writing from the bank. I went there and asked, but they just told me that it's not possible to make deposits to my credit card.

I then sent the casino my credit card statement to prove this.

The casino just said it would check again... but I haven't heard anything back

Hallo, mit der Bank habe ich leider nichts schriftliches. Ich war vor Ort und habe nachgefragt. Da wurde mir nur gesagt, dass es nicht möglich ist, Einzahlungen auf meine Kreditkarte durchzuführen.

Ich habe dem Casino dann meinen Kontoauszug der Kreditkarte gesendet, um das nachzuweisen.

Das Casino meinte nur, es prüft nochmal.. habe aber nichts wieder gehört

Thank you very much, xSerious169, for providing all the necessary information. I will now transfer your complaint to my colleague Romi ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear xSerious169,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the BetterWin Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear BetterWin Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I also sent the casino a sales statement, which shows that the transaction was not refunded.

There was no answer to this either.

Ich habe dem Casino auch eine Umsatzübersicht gesendet, auf der zu sehen ist, dass die Transaktion nicht zurückerstattet wurde.

Auch hierauf kam keine Antwort.

Dear xSerious169,

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint, and we are forced to close it as ‘unresolved.’

Normally, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case, and we were left alone in our attempt to solve this issue.

I am very sorry I couldn't be of more help, but at least closing this complaint as unresolved will negatively influence the casino's rating, and other players can read about your experience in our review.

The casino can reopen this complaint anytime.

Best regards,

Romi