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Hi there

Each deposit I made into my account took more out of my bank than requested. And a withdrawal of £500 was not processed.

When I emailed the casino to ask that the additional money taken out of my bank be refunded, I was told that my account was being closed. I am no longer able to log on but the casino hasn’t processed my withdrawal nor returned the additional ‘deposits’ it had taken.

Dear Murray,

Thank you very much for submitting your complaint and forwarding the relevant communication. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise in which currencies are your accounts held (bank and casino account)? Have you tried to communicate this issue with your bank? Usually, international transaction fees are managed by the banks.

Furthermore, do I understand correctly that your withdrawal has been requested three weeks ago? Have you been advised to complete the account verification, or you were banned before the KYC even commenced?  

I understand that it might seem like a lot of questions, but I would like to understand your problem as accurately as possible. Thank you very much in advance for your reply.

Best regards,

Petronela

The currency is sterling. No I haven’t communicated with my bank as it is my view that no attempt has been made by the casino to process my withdrawal which was requested over three weeks ago. As far as I can recall I was never asked for KYC verification. I only played the casino for a couple of days before I realised that more money was being taken out of my account than requested and then that my withdrawal request wasn’t progressing. Basically I feel as if I’ve been robbed and the casino did not respond to subsequent emails asking about the withdrawal.

Thank you very much, Murray, for your reply. Reading your complaint again, I would like to check if I correctly understood the issue. When you say "Each deposit I made into my account took more out of my bank than requested" do you mean there were high unexpected fees or unauthorized transactions? 

Is there any relevant communication or supporting evidence that you could forward to petronela.k@casino.guru? Looking forward to hearing from you.

Have you been able to complete the KYC (Know Your Customer) verification before your account got blocked? 

No I was not asked to provide documentation. Although I had to provide IBAN and BIC details when requesting the withdrawal.

One last thing please, how many days ago was the withdrawal requested?

It would have been either Thursday 1 April or Friday 2 April. Certainly no later than that.

Thank you very much, Murray, for providing all the necessary information. I will now transfer your complaint to my colleague Nick who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Thank you Petronela and hello Nick. I wish you the best of luck in trying to engage with the casino on my behalf.

Murray

I will now try to contact the casino and let them know about your issue.

Hi there - given that the casino does not appear to have responded, what are my options now? Thanks.

Unfortunately, the casino did not respond to us yet. We will give them 7 more days to respond. If they won't respond at all, your only option will be to contact the licencing authority of the casino.

Thanks Nick. If they do not respond I am likely to speak to the police about my experience as I believe the casino’s actions thus far are criminal.

I take it they’ve simply ignored you? I’ll be taking this further. Thanks for trying to help.

Dear Murray,

It seems that we won't be able to hepl you further as the casino still haven' respond to us. I'm not sure the police will be able to help you at all with a case like this. I would recommend you to contact the licencing authority of the casino, they should have more insight into the casino and are a bigger authority than we are. I'm really sorry that it escalated this way and we could not help you more. However closing the complaint as unresolved will negatively affect the casino's rating on our site. Please do not hesitate to contact us if you will come across any other trouble in the future, we will gladly try to help.

Best regards,

Nick

Casino.guru

The complaint will now be closed as unresolved.