20Bet Casino - プレイヤーの入金が不足しており、出金が遅れています。

Good Morning,

I've got two issues with this casino.

the first one is missing deposit from my credit card. It was never deposited into my account but my credit card was charged. I've attached a screenshot of the charge on my card above and a photo of the declined transaction on the merchants website. I've reached out already to the site but they refuse to help me as they need "more" info on the transaction after I've posted the charge and the date and they have the exact time of deposit on there site under transactions. The GLFI London for 1400 is the charge. Please make sure to block out sensitive info.

The 2nd issue is a delayed withdrawal in which they have declined over and over again for a multitude of different reasons that make no sense. I've provided them with all methods of verification including sending them the exact same pieces again (my bank statement) and after days of going back and forth they then send me a withdrawal decline saying that I need to double check my bank info and request it again. After I do this it was immediately declined again and I was told to check again and remove a dash in the number. This is impossible because the template only allows for me to enter 3 different numbers. A transit, account number and institution number. I also send wires for a living so I know how this all works.... they have thrown me for a loop over and over and it's incredibly frustrating. I've attached all screenshots above to show you the messages I've received. Please assist me if getting my money.

please let me know if you need anymore screenshots or info.

Much Appreciated,

SF.

Dear Stayfrosty94,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has never been credited to your casino account and the transaction appears as 'declined', the only thing I would recommend is contacting your payment provider. They need to investigate but bear in mind that it’s a manual process that might take up to a month to resolve. In these cases, the casino usually has its hands tied. I would also strongly recommend against depositing any more funds until the issue is resolved.

If the money got lost during the transaction, it will take some time before it’ll be credited to your casino account or returned to your bank account.

Regarding your withdrawal, please allow me to ask you a few questions so I better understand the situation:

• Could you please advise if you have been informed about any alternative method to withdraw your winnings? 
• Was your account verified successfully in the past?
• Have you made any successful withdrawals in the past?
• Could you please share with me your communication with the casino when trying to resolve the payout issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Thank you very much for your understanding.

Best regards,

Tomas

Ive now received the withdrawal successfully but have yet to receive my deposit back. I've sent all the information the site has requested including the transaction date, name of company, my name attached and the transaction time and conversion from Euro to CAD dollars. I've also sent a screenshot from there site of the transaction that failed so it would be impossible to not identify what transaction we're talking about. I've provided the screenshots they have asked for regarding all my bank information on this transaction.( I provided these above.) and they continue to ask me for more information when this is clearly all provided for them and another tactic to not get me my money.

please assist in helping me get these funds back.

if you could flag attachments as sensitive that would be greatly appreciated.

regards,

SF

Dear Stayfrosty94,

Thank you for your update.

Could you please share with me your communication with the casino regarding the investigation of your missing deposit? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here.

Dear Stayfrosty94,

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.