BonusBlitz Casino - El jugador se enfrenta a un problema de doble carga.

I made a deposit with my mastercard and they charged me twice and only credited my account with one of the charges.

I contacted support and sent them screenshots showing my card was charged twice and all they would say is 'contact your bank'.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Is this the first time you deposited money into this casino, or have you made any successful deposits before?
• Have you experienced any technical difficulties while depositing into the casino?
• Have you contacted your payment provider as suggested by the casino?
• Could you please send me a screenshot of your transaction history in your casino profile?

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

Best regards

Veronika

Is this the first time you deposited money into this casino, or have you made any successful deposits before?

No. I've made many successful deposits with no problems during the years I've been a member there. I've never had any negative experience with them before this.

Have you experienced any technical difficulties while depositing into the casino?

None other than this double charge.

Have you contacted your payment provider as suggested by the casino?

Yes. They agreed that the casino's customer support was lacking in this instance. Just kidding, obviously. They basically said that all they could do for me would be to cancel my card to prevent further unauthorized charges, which would be the opposite of helpful at this time.

Could you please send me a screenshot of your transaction history in your casino profile?

Yes. I will attach it to this reply.

*edit* The deposit of $35 has an additional charge of $3 for whatever reason, which is why the charges to my card are for $38. In the image I provided with the charges to my account, you can see that they both took place in literally the same minute, basically back to back.

I should also mention that I would be fine with them just crediting the second charge to my account on the casino.

Thank you for your response.

Have both of your payments been successfully processed and sent to the casino according to your bank?

Please forward me all the communication between you and the casino’s customer support regarding the overcharged deposit to veronika.f@casino.guru. Kindly include any other evidence that could be relevant to the investigation of your case as well. Thank you for your cooperation.

Yes, the payments were processed on the banks side.

I've forwarded the little communication I've had with the casino to you. They have no intention of resolving the situation and just keep repeating that I made one deposit and that it was applied to my account. They are trying to act like only one of the two charges is from their casino, because they have different company names attached to them. I'm sure you know that these casinos often use multiple different payment processors and, if you get declined, they will often tell you to try again because it will likely go through a different processor. I know I have experienced that multiple times with different casinos when trying to deposit with a credit card.

I googled the little info I have from the charges and find that the names are attached to payment processing companies that do business with online casinos. Both charges are for $38 ($35 deposit plus $3 fee) and both occur within the same minute.

To be clear, I do not think that they intentionally double charged me. I think an error occurred during the redirect when submitting the deposit and it resulted in the double charge.

When I asked for support and presented the screenshots, etc., I feel like most other casinos would have apologized for the issue and, at the very least, credited the second charge to my account. Instead, Bonus Blitz support wants to play dumb and act like they don't know what I could possibly be talking about.

Thank you for your email. Could you please confirm if you have previously sent money through the same payment merchant to this casino?

Also, have you made any deposits to other casinos around the same time?

Dear punk1977,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.