Fruity Casa Casino - プレーヤーのデポジットが正しく入金されませんでした。

deposited 10.40 with them using Wise for bank transfer. They reflected on account just 10 and when i got in toch with them to ask for the 0.40 missing and why they applied just 10 but not 10.40 they said 1st that they round it up because of the conditions of the promo (if they admit that they round it up that means that they didnt recieve round ammount , but not round amount - which is really indirect confirmation of the fact they got 10.40 not 10) , then the story turned that they got 10 and not 10.40 and i should contact Wise to ask for the missing money, basically telling me in the face that i am liar .I spoke with a manager and few of the support staff , with the manager checkign himself on the issue and then confirmng that they got just 10.

So what sort of casino comopany is that - where the support staff and managers lie directly in ur face - calling u a liar , where money get missing in misterious ways , they break trust and any claims for fairness and openess are out of window, . I would like my money back with compensations for the past time they had them , i want compensations for emotional damage of being called liar , for the wasted time and effort chasing my money trying to find out what happened, why the manager and the support staff lied in my face after multiple checks they did on their systems. I dont care is just 40p - money is money, they are mine , i didnt know they round the sum and didnt got the 40 back on my account. casiino supposes to be trustworthy, honest and open , White hat are not a small company . and that is breakage of their UK gambling license. If they can do that with 40 p what stops them to do it with 400 pounds or 4000? they stole from me 40 p , but whats their customer base... imagine 40 p stolen from 2000 customers .. aint small lump.. i will report them to UK gambling comission for investigation as well as Cyber division of London police for the theft ,

attaching the chat log with them over the matter , emails ffrom them , and the best bit is the email from Wise .

Hello vladinc,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Fruity Casa Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if it was your first ever deposit into the casino? What payment method did you use? Isn't it possible that the payment provider had a fee during the transaction? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

hi Nick 

am gonna answer ur questions in the order you ask them:

1)no wasnt first ever deposit, but it was first deposit using bank transfer option. (meaning from account to account) 

2) ref fee: no. if u read the email from wise they say that price i pay is final with all fees included. and u can see on the invoice the clear sum send on their account. all fees on wise are done beforehand and notihing after u set up the transfer. 

their last email to me is dated 23 of aug where they send me the chat log on the pdf.

my last conversation should be the last message on chat , u can check date from the pdfbut is 18th or 19th of august. i didnt send them any emails, because i did got in touch with Citizen Advice same day and wanted to wait and see what they gonna suggest , before talking to them . i did not send them the document from wise too , so they not aware of it . also the Citizen advice people told me that i got a record on their systems of the fact i got in touch with them over the matter with date and time, if i ever need proof. 

not sure if that will be of any use for u tho.

Anything else u need - just name it ... here to help

any updates on case ?

Hello vladinc,

We were checking the received documents. I would like to ask Fruity Casa Casino to join us and help us resolve the player's issue.

they got rep here?

Hello vladinc,

We apologize for the inconvenience and the apparent miscommunication with Customer Support.

We understand you've been a Fruity Casa customer for quite a while, which we appreciate, and just like any of our customers, we take all due diligences to preserve the integrity of both sides.

This matter will be investigated and we will provide feedback as soon as possible.

Thank you for your patience.

well thats will be 2nd time you do investigate.. result of first one was the reason to ask for help , also turned out that i didnt know how much money i have sent you and you did imply that i am a liar..

dont think results of second one will different . I will be taking further legal advice on how to deal with your casino manager and employees that stole from me.

Regards

Hello vladinc,

We note your claim and confirm that following a review of our logs we have been unable to locate any deposits exceeding £10.

We wish to also assert that no charges are applied on our end, and further draw your attention to clause 7.2 of our terms https://www.fruitycasa.com/gb/terms-conditions which confirm that "We accept no responsibility for any currency exchange conversions, charges or fees levied by your card issuer, bank or financial institution."

Should you require further clarity on the specific transactions made, we encourage you to reach out to your payment provider for further assistance in this respect.

In the event that you wish to dispute this matter, please contact our Complaints Team directly on complaints@fruitycasa.com. For information pertaining to our Complaints and Disputes Procedure, please see clause 15 of our terms and conditions https://www.fruitycasa.com/gb/terms-conditions#complaints-procedure

Kind Regards

Fruity Casa 

someone here is lying and thats not wise. there were not any charges from the financial institution. I got it on black and white their statement that 10.40 were send to your accoount without any charges applied.

@nick - you seen the wise email and what they say..

the casino will never admit fault and i will take them to court if i have to

so @Nick - whats happening now then , clearly they are lying and trying to hide behind citating not relevant clauses and bla bla bla - filling up empty space is their response really..

so what follows next or i shall seek further legal help from professionalls

Hi vladinc,

We wish to reiterate that no charges are applied on our end, and that we cannot be held responsible for any charges you may have incurred on the Payment Provider’s side. 

Regrettably and due to the relevant GDPR constraints, we are unable to further assist in this respect on this platform.

We strongly encourage you to engage in direct contact with our Complaints Team directly on complaints@fruitycasa.com, in order for this matter to be reviewed and timeously resolved. Please also refer to the Complaints and Disputes Procedure outlined in clause 15 of our terms for more information pertaining to the process.

Thank you for your co-operation in advance vladnic.

@CasinoGuru we wish to reiterate that we have been unable to locate any transactions which substantiates the players dispute. 

Given the clear assertion that we "accept no responsibility for any currency exchange conversions, charges or fees levied by your card issuer, bank or financial institution." - as outlined in our terms https://www.fruitycasa.com/gb/terms-conditions; we ask that you kindly close this dispute.

As advised above, we also wish to reinforce that we do not apply charges to deposits received on our end, however the player would need to liaise with our Complaints Team directly, in order for the necessary evidence to substantiate the claim, to be submitted and the matter to be further investigated in full.

Kind regards, 

Fruity Casa

i got document from wise where they state same .

and on document is clearly visible how much have been deposited on ur account.

now one is defintly lying here..and based on my experience so far aint Wise..

worse here is that u lying straight in the face of the whole CasinoGuru community..trying to keep an honest image which havent been there for quite long time. so in front of everyone reading now and the hundreds of people who will be reading for the years to come about you..what kind of image you want to leave behind?

@nick - u got my permission to make public the document from Wise. just if u can mask names and account numbers please? but do publish only and only if i think that will help ..am okay with it if u believe that will make them shut up and prove they are just sloppy with peoples money and shouldnt be trusted being fair and honest ..

Dear Fruity Casa and vladinc,

As both sides claim the opposite I would like to ask for a few additional documents.

I would like to ask the casino if they could send us the payment received from the player where it is clearly visible the amount sent. If yes, please forward it to nikolas.b@casino.guru.

Also I would like to ask the player to contact his payment provider again regarding fees. From the payment receipt we can see there were no fees included but the "Wise" payment may include international transaction or other fees based on their conditions.

If there will be no additional evidence provided it will be basically impossible to determine which side is right and we will be forced to close the complaint.

well i just send request to Wise asking them to provide document with more detailed view on all fees. hope they do get back before timer runs out.. but they do take their time sometimes fyi.

Thank you for the update. We will be waiting for it - please once you get it forward it to nikolas.b@casino.guru.

sent ! please confirm you got it .

Hi Nick,

Just to let you know that yesterday, we sent you an email with regards to what you requested.

Let us know if you need anything else.

Kind regards,

Fruity Casa

Dear vladinc,

We have received the payment confirmation received by the casino from you. Based on that, we were assured that they really did receive only £10 and no more. I fully understand that from your point of view it must seem to be unfair but we can't punish the casino for something they did not do.

As they clearly received only the above mentioned amount and not more, the deduction must have happen somewhere in-between the transactions and we can't blame the casino for that.

As both sides seem to have relevant evidence and both seems to be legit it is basically impossible to tell who is right in this case.

I can really recommend only to find a solution with the payment provider.

I'm really sorry that we were not able to resolve the issue but as both sides have clear evidence, our hands are tied.

Best regards,

Nick