The player from Germany faced an issue with a €120 credit card deposit that was debited but not credited to his casino account. The casino confirmed a technical error and promised a refund; however, he had not received the funds or any response after multiple attempts to clarify the situation. The Complaints Team attempted to resolve the issue by involving the casino and extending the response time, but ultimately, no reply was received from the casino. Consequently, the complaint was closed as ‘unresolved,’ which may have negatively affected the casino's rating.
BetterWin Casino - Player's deposit is delayed and refund ignored.
Black points: 120
Amount: €120
BetterWin Casino
Safety Index:Below averageSafety Index
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6.0
BetterWin Casino has a Safety Index of 6, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction
UNRESOLVED
Case summary
2 months ago
Public
Public
3 months ago
Translation
Hello, a €120 credit card deposit was debited but has not been credited to my casino account.
The casino also confirmed to me that there was a technical error and said that the €120 would be refunded.
The casino also gave me an RNN number, claiming that the money had been sent.
The problem is that the casino issued a refund to my credit card, which, according to my bank, is technically impossible. Unfortunately, my credit card doesn't have the option to accept deposits.
Therefore, the refund must have arrived back at the casino.
I have tried to explain this to the casino several times over the past few days, but I haven't received a response yet.
The fact is that I never received the refund of the 120 € and the casino has ignored me since then
Automatic translation:
Public
Complaint Specialist
Public
3 months ago
Dear xSerious169,
Thank you very much for submitting your complaint. I’m sorry to hear about the problem with your deposit and the subsequent refund issues. To help us better understand the situation and assist you effectively, could you please provide us with the following additional details?
- What payment method did you use to make the €120 deposit?
- Have you made any successful deposits to the casino before?
- Have you used any other payment methods for deposits with this casino in the past?
- When exactly did you make the initial deposit, and when did the casino confirm the technical error?
- Could you please forward the communication between you and the casino regarding the refund of your deposit to [email protected]?
I hope we can help resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Veronika
Public
Public
3 months ago
Translation
I paid by credit card.
All other deposits were successful, except this one.
As soon as I contacted the casino, they confirmed the error and promised a refund, which never arrived.
I forwarded it to you.
Automatic translation:
Public
Complaint Specialist
Public
3 months ago
Could you also please forward me the communication you had with your bank?
Has the casino informed you about the outcome of their inquiry with your bank in the meantime?
Public
Public
3 months ago
Translation
Hello, unfortunately, I don't have anything in writing from the bank. I went there and asked, but they just told me that it's not possible to make deposits to my credit card.
I then sent the casino my credit card statement to prove this.
The casino just said it would check again... but I haven't heard anything back
Automatic translation:
Public
Complaint Specialist
Public
2 months ago
Thank you very much, xSerious169, for providing all the necessary information. I will now transfer your complaint to my colleague Romi ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Public
Community & Complaints Administrator
Public
2 months ago
Dear xSerious169,
I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.
I would like to invite the BetterWin Casino's representatives to join this discussion and provide any available information to help resolve this issue.
Dear BetterWin Casino,
Could you please provide detailed information about this case?
Thank you in advance for your response.
Best regards,
Romi
Public
Community & Complaints Administrator
Public
2 months ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Public
Public
2 months ago
Translation
I also sent the casino a sales statement, which shows that the transaction was not refunded.
There was no answer to this either.
Automatic translation:
Public
Community & Complaints Administrator
Public
2 months ago
Dear xSerious169,
I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint, and we are forced to close it as ‘unresolved.’
Normally, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case, and we were left alone in our attempt to solve this issue.
I am very sorry I couldn't be of more help, but at least closing this complaint as unresolved will negatively influence the casino's rating, and other players can read about your experience in our review.
The casino can reopen this complaint anytime.
Best regards,
Romi
