GrandClub Casino - プレイヤーが不正な二重入金問題を報告しました。

Hello, rather than a complaint, I would like this to be taken as a report. On 10/5, I registered and made my first deposit on the site of 45 euros. The first deposit attempt was fully rejected according to a notification from my banking app. However, the second attempt was successful. As a result, 45 euros were withdrawn from my account twice, including the amount that was supposedly rejected. Only 45 euros, though, were used on the gaming account, and the other 45 euros just disappeared. It was my bank that informed me of the double payment; otherwise, I wouldn't have even noticed. I use a debit card to make online deposits and payments, and I had loaded exactly the amount I wanted to deposit onto the new site. The bank then covered the second expense, putting my account into the negative and resulting in a 45 euro debt, which wasn't even from me but from the bank itself. Obviously, since the debt is modest, I will pay it myself, but if I had loaded a higher amount, you can already imagine the question I'd be asking... Initially, they acknowledged the error, telling me that the money would be refunded within 3-5 business days. Today, however, their explanation, after having sent them banking documents, emails from the bank, personal documents, etc., proving the unwanted double deposit, was that there are "issues with the payment provider still unresolved" and to remain patient. Aware that I may never get my money back, I want to report the site and the issue itself. I don't know how they managed to do this because it has never happened to me before, and I can't explain it, but yes, it's possible to withdraw money from the account even from a prepaid debit card. Where I come from, this is called fraud. Beware ⚠️

Buongiorno, più che un reclamo vorrei passarla come segnalazione. Il giorno 5 / 10 avevo fatto l'iscrizione e il primo deposito su questo sito di 45 euro. Il primo tentativo di deposito risultava rifiutato a tutti gli effeti con tanto di avviso dall app bancarie , il secondo tentativo e andato a buon fine. In conclusione hanno sotratto dal mio conto due volte la stessa somma anche quella che risultava rifiutata . Usati però sul conto gioco solamente 45. Gli altri 45 son spariti . Sono stata avvisata dalla banca del doppio pagamento , altrimenti non me ne sarei nemmeno accorta. Il fatto sta che uso una carta di debito per fare depositi e pagamenti online e avevo caricato sulla carta esattamente il saldo che volevo depositare sul nuovo sito , la banca poi sostenendo la seconda spesa così andando in meno e risultando debitrice di 45 euro che non avevo usato e che....non erano miei che della banca stessa. Ovviamente, il debito essendo modesto pagherò però dalle mie tasche , ma se caricavo una somma più elevata la domanda ve la immaginate già... Inizialmente avevano riconosciuto l'errore dicendomi che i soldi saranno rimborsati in 3/5 giorni lavorativi. Oggi però la loro spiegazione dopo aver mandato documenti bancarie, email dalla banca , documenti personali etc che attestano il doppio deposito indesiderato e stata " problemi con il provider dei pagamenti ancora non risolto" di restare in attesa. Cosciente di non riaverli mai più vorrei segnalare il sito e il problema in se , non so come loro abbiano fatto perché non mi era mai successo e non me lo spiego però si ...e possibile sottrare soldi dal conto anche da una carta ricaricabile di debito. A casa mia si chiama truffa. Attenzione ⚠️

Dear KARY,

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, the only thing I would recommend is contacting your payment provider. They need to investigate, but bear in mind, that it’s a complicated process that takes one month approximately. In these cases, the casino usually has its hands tied. 

I’m sorry that we couldn’t be of much help at this time. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding. 

Best regards, 

Dominika

Good morning, I had already spoken to the bank, they want the 45 euros back obviously since it was their expense it doesn't matter whose mistake it is. The casino apologizes they say it's a problem with the payment provider and to wait. Anyway in any case thank you for responding.

Buongiorno, avevo già parlato con la banca, loro rivogliono indietro i 45 euro ovviamente essendo loro spesa non importa di chi è l'errore. Il casinò si scusa dicono che è un problema del provider dei pagamenti e di attendere. Insomma in ogni caso la ringrazio di aver risposto.

Dear KARY,

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.

Case solved money returned. Thanks for taking care of you.

Caso risolto soldi ristituiti. Grazie di avervi occupato.

Dear KARY,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards,

Dominika 

Casino.Guru