CASH OUT DISPUTE/MONEY TRANSFER INTO MY BANK ACCOUNT.

Dear MARIA,

Thank you very much for submitting your complaint. I’m afraid I will need more information regarding your problem. Please could you elaborate? Would you be so kind and describe what happened in more detail? From your attachments, it seems that you haven’t received winnings. Is that correct?

I will be waiting for your reply patiently.

Best regards,

Kristina

Dear Kristina,

Yes it is correct, I still haven't receive my winnings yet since I won that money last December 5,2020.

What happened here was that I requested for a cash out through my Visa Card/Debit Card not a Credit Card. They said that they already processed it and it is already in my Bank Account but it did not went through. I sent them my Bank Statements from December 5 to January 14,2021 that shows nothing was being transferred from them. But they keep on insisting to ask my bank to locate the ARN number that they gave me. Which my bank officer said that they can not locate a ARN number it must be the Remitter to do a Destination Tracing to find out where the money went. But they keep on insisting to ask my bank for a statement that they have not receive the money. On my bank statements that I submit to them there was a note on it from my bank officer stamped and signed that the Remitter is the one should locate the ARN number by doing a Destination Tracing and my bank is only a receiver. There was no money in my bank statements that coming from them and that meant that the bank did not receive it.

You see my Visa Card is a Debit Card not a Credit Card so from International Transactions they need a SWIFT CODE BSB A/C. That's why the money did not get through my Bank Account. I point this out to them but they are not listening and keep on insisting that I should ask my bank for a statement that they can not find the ARN number on their banking system. I don't know why they can not locate it themselves through a Destination Tracing where the money went. If the ARN number is really true then there is no reason not to track it since they would have a paper trail for it. They would have a documents of the said transaction. I asked them if they can send me a copy of the transaction of the transfer of the ARN number to prove that it occur. I will show it to my bank if there is anything they can do about it. But they never send my a proof of the transaction. How would I know that they only making this ARN number up? It is easy for them to say ARN number but how true is it since there nothing that shows in my bank statement of any amount of money coming from them. As what my bank officer said, it is not possible for them to locate a ARN number. It should be the Remitter who do it by doing a Destination Tracing.

I hope you can help me with this Kristina. It is not fair what they are doing to me. They make me going back and forth to my bank and to them. It is so frustrating and depressing.

Thank you.

Sincerely yours,

Maria Bella

Thank you very much Maria for providing a detailed explanation of what happened. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Maria.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Hello all,

We have provided the customer with the ARN, and the ARN can be provided only after the transaction status is successful.

This means that funds are at the bank and we cannot reverse it. We have provided all available information about the cashout, moreover, the payment provider is absolutely certain that the bank successfully received the transaction in question.

At this point, we have provided the customer with the following instructions:

Official letter of your Bank on the letterhead, clearly stating that the payment (please show all details of payment including ARN code) is not currently received or cannot be credited to the card (card’s masked number) due to the ... reason. 

After we receive it, we can move forward with the investigation.

We are hoping for your understanding.

Kind regards,

Casinochan

Dear Casinochan team.

Please, could you react?

We would like to ask the CasinoChan 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’.

Since we haven’t received a further response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’.

The casino can reopen this complaint anytime.

Dear Maria.

I am very sorry but since the casino team is unresponsive, we’re not able to proceed with further investigation. Another option is to file an official complaint at ADR and/or licensing authority of the casino. I will gladly help you with it. Please, be aware that this complaint will affect their reputation on our website. Let me know if you have any questions or require further assistance.

Best regards, Jozef

www.kpvfaw.com

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.

Our team made multiple attempts to request an official bank statement from the player to verify whether the funds were received. Unfortunately, the player did not provide this essential document.

As per standard procedure, this statement is critical for determining if there was a successful transaction or if further action, such as a trace, is required.

Verification of Transaction on Our End:

We thoroughly reviewed the transaction and confirmed that the payment was successfully processed. The payment provider has verified that the funds were sent to the player’s bank account.

At no point did we violate the player’s rights.

Without the bank statement from the player, it is impossible for us to investigate further or validate the claim of missing funds. We remain open to continuing the dialogue with the player if they can provide the requested documentation.

We hope this explanation provides clarity regarding our handling of the situation. Should you require additional information or evidence from our side, we are happy to provide it.

Dear MARIA BELLA ,

can I kindly ask you to react?

Hello Josef, I already sent Casinochan my bank statements 3 years ago signed and validated by my bank manager that was an official bank statement. As you can see here on my last reply I attached the official bank statement that I sent to them. The day they refused to pay and deny me with my winnings I stop playing on their casino. It is not fair that they will accept your money but they won't pay and insist that they already sent the money into my bank account. When obviously on the bank statement that I provided to them they can see that there is no money came from them. They keep on insisting that their payment provider is absolutely certain that my bank successfully received the transaction. So ridiculous on what they are saying because on my bank statement there was no such transaction. And also my bank manager even tried to trace and contact some of their departments if there is any transaction on my VISA. My bank account and my VISA card are connected any transactions on my VISA card will automatically appear on my bank statement. So my bank manager and I could not believed and understand what they are trying to pull.

Best regards,

Bella

Dear Casinochan team,

I can confirm that the documents provided by the player seem valid. Could you please respond and explain why they were not accepted?

Dear Jozef and MARIA BELLA,

Thank you for taking the time to review this complaint.

Unfortunately, we must inform you that the documents provided by the player through Casino Guru support were never submitted to our support team directly. After checking our internal database, we found no record of these documents being uploaded or sent to us by the player.

To proceed with this matter, we kindly ask that the player resubmit all documents they have provided to Casino Guru directly to our support team for proper verification and further investigation.

We are committed to resolving this issue fairly and promptly once we receive the necessary information from the player.

Thank you for your cooperation and assistance.

Best regards,

CasinoChan Support Team

Dear MARIA BELLA ,

Can you please follow the casino's instructions and send them all the required documents, including the one below? You can either CC me or simply inform me about the next steps in the process.

Dear Josef,

They are lying. I sent all these documents to CasinoChan support team and they just keep on telling me that they already transferred the money into my bank account and I have to do the tracing myself through my bank. If as they said that I did not send them these documents why would I go and ask for the help of Casino Guru? They did not take me seriously probably because I am nobody and now you open my case and I did not expect it. Why would I insist to them that I did not received the money that they said they transferred if I don't have documents and proofs to show them? Anyway, I will do what you said. I will send them these documents to them though I won't hold my breath that they will resolve this.

By the way, I can send you the email that the casinochan support team sent me. Our conversations about this dispute money and the documents I sent them which is the same documents that I sent you here. Let me know if you want me to send you the emails of casinochan support team so that you can see that I sent all these documents to them. And can you please tell me how to CC you or email you since the email you sent me says no reply.

Thank you so much Josef for your help.

Respectfully yours,

Maria

Dear Maria Bella,

Thank you for your response. We sincerely apologize for any difficulties and frustrations you have faced throughout this process. 

To ensure that we can conduct a thorough review of your case, we kindly ask that you resend all relevant documents directly to our support team once again. This will allow us to verify everything properly and re-evaluate the situation from the beginning.

If you encounter any issues while sending the documents or need any further assistance, please do not hesitate to reach out. We are here to help and will do our best to support you throughout this process.

Thank you for your understanding, and we look forward to reviewing your case again.

Best regards,

CasinoChan Support Team

Hello CasinoChan representative,

Thank you for your response. I hope everything will be sort out. I will send the documents to casinochan support team today.

Respectfully yours,

Maria

Dear Maria Bella,

Thank you for your response. I appreciate your willingness to resolve this matter.

Could you kindly confirm when you plan to contact the CasinoChan support team and upload the required documents to your casino account? We followed up with our support team today, and they mentioned that they have not yet received anything from your side.

Please let us know when you will be able to submit them so we can proceed accordingly.

Looking forward to your reply.

Best regards,

CasinoChan Support Team

Dear CasinoChan Support Team,

I already sent an email to your support team yesterday with the documents. They replied to me and again the same old story. They want me to contact my bank and ask my bank to track that ARN NUMBER. Can't they read and understand what my bank manager wrote on that documents? My bank manager wrote a note on the documents that the tracing must be performed by the remitter. It can not be done by our bank, it has to be the one who sent the money to wherever you sent it will also be the one to trace it. Why would our bank is the one to trace it? Our bank is not the sender/remitter you are, so it is your responsibility to track it down wherever you sent it. Perhaps your team is too lazy to track it down and trace the transaction? As you can see on the documents/bank statements there is no $800 on my bank account that has been received.

I am really tired of explaining it to over and over again. Your side probably made a mistake on sending the money to wherever/whoever. But it is not my fault and it is not our bank responsibility to trace it and locate it. Your casino owed me that money and the right thing to do is to pay it. You don't want your casino to have a bad reputation right? What is $800? that is nothing to the casino. You know I would not pursue this matter if it's not true what I am claiming, this is about integrity.

My manager said as far as my bank is concern, there is no such ARN NUMBER.

Anyway, it is all up to you if your casino is going to pay me or not. I had enough of your casino reasoning.

Respectfully yours,

Maria Bella

Dear Casinochan team,

I am very sorry, but I believe action needs to be taken on your part. The evidence from the player is very strong, whereas, on your part, I have not received any confirming evidence. This case is four years old, and I can see that the player has been and continues to do everything correctly. Could you kindly respond to the player’s most recent message, where they raised several valid points, and also consider compensating the player?

Dear Jozef,

Thank you for your message. We want to assure you that we are still actively working on this case. Our team is carefully reviewing all details and we are committed to finding a fair resolution.

We understand the importance of addressing this matter thoroughly and appreciate your patience. 

We will provide an update as soon as we have more information.

Best regards,

CasinoChan Support Team

Dear Jozef,

Thank you for your message. We want to assure you that we are still actively working on this case. Our team is carefully reviewing all details and we are committed to finding a fair resolution.

We understand the importance of addressing this matter thoroughly and appreciate your patience. 

We will provide an update as soon as we have more information.

Best regards,

CasinoChan Support Team

I am extending the timer by 7 days, please let me know if you need more time.

Dear Josef,

Hope all is well with you. I doubt that they are committed to resolve this issue because if they are, they could have paid me long time ago. They could have trace the money themselves since they are the remitter. That ARN number that they were keep on insisting that I should or say my bank to do trace up, how would we really now that that was real or that was a made up number? Because as my bank manager said there was no such transaction and record coming from them and it showed on my bank statement. And as the remitter it is easy for you to trace and contact the people who you were dealing with to send it than it is for the receiver to trace. And why would we the one trace it?

They made a mistake on doing the transaction and they owe me that money that I won. Nevertheless, they must pay me. A good casino should protect and value their integrity honesty and REPUTATION but most off all value their patrons. They would not like their casino to have a bad reputation and be branded as dishonest would they?

I know, that after all the stress, frustration and disappointments that I feel about this, this will just go nowhere. I doubt they will settle this issue.

Best regards,

Maria Bella

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.

Dear Jozef and MARIA BELLA,

Thank you for reaching out regarding this complaint.

We have reviewed the situation once again and have also followed up with our support team. According to our records, the player has not yet contacted CasinoChan support directly, nor provided the requested documents through the proper channels.

To proceed with the resolution of this case, we kindly ask the player to reach out to our support team. Without these, we are unable to further investigate or verify the claim.

Please let us know once the player has contacted us so we can continue addressing this issue.

Best regards,

CasinoChan Support Team

Dear Josef,

I hope all is well with you. Here are the emails that the CasinoChan sent me. I don't understand why they said that I have not contacted them. Thank you so very much for your help and effort in trying to resolve this issue.

I really do appreciate it.

Respectfully yours,

Maria Bella

Dear Josef,

I have some more emails from the CasinoChan but I have some trouble sending it here because it is a bit over 500 MB. Can you please send me an email address where I can send it to you or if you can tell me how to CC the emails to you. I am not very good on computer.

So sorry about that. Hoping for your understanding.

Kind regards,

Maria Bella

Dear Maria Bella,

Thank you for your patience regarding this matter.

To proceed with resolving your case, we kindly ask you to respond to the email from CasinoChan Support Team (as shown in the screenshot) and provide all the necessary documents they have requested. Specifically, they require an e-bank statement for December 2020, showing all incoming and outgoing transactions, including the IBAN of the bank account that was supposed to receive the payment.

The sooner you provide this information, the faster the issue can be investigated and resolved. Please let us know once you have sent the required documents so we can follow up accordingly.

Looking forward to your update.

Best regards,

CasinoChan Support Team

Dear Maria Bella,

Our support team has reviewed your account activity and provided a screenshot showing that the last uploaded document in our system dates back to 2020.

To proceed with resolving your case, I kindly ask you once again to contact our support team directly and re-upload the necessary documents to ensure they are properly reflected in the system. I am confident that our support team can provide you with clear instructions on how to complete this process correctly if needed.

Jozef, I have sent you an email with screenshots showing that the last document uploaded by the player in our system was in 2020, and there have been no additional uploads related to the complaint we are currently discussing.

I am waiting for your response on how to proceed. If necessary and permitted, I can upload the screenshot here, or you may choose to provide it directly to the player since you have access to their personal information.

Please let me know how you would like to handle this.

Best regards,

CasinoChan Support Team

Dear MARIA BELLA ,

May I kindly ask you to follow the casino's instructions? I sincerely hope it's just a matter of uploading the details to your account so we can proceed..

Dear Josef,

I already uploaded all the documents in their system to my CasinoChan account.

Thank you.

Kind regards,

Maria Bella

Dear Casinochan team,

can you please react if it is sufficient now?

Dear Jozef and MARIA BELLA,

Thank you once again for your patience and for keeping this case open. I wanted to share an update I received from our support team regarding the case.

Following our internal investigation and coordination with our payment provider, we would like to provide an update regarding the player’s withdrawal issue.

They have been in contact with our provider, and unfortunately, we were informed that there were technical issues in 2020 which resulted in a number of lost withdrawals during that period. These were isolated cases, but they did occur.

We have already forwarded all necessary details and supporting data to the provider to assist them in conducting a full investigation on their side. At the moment, we are awaiting their final confirmation regarding this specific transaction.

We sincerely apologize for this situation and fully understand the player's frustration. Our team is doing everything possible to recover the lost funds and resolve this case as quickly and fairly as possible.

As soon as we receive an update from the provider, we will inform you immediately.

Thank you for your continued cooperation and understanding.

Best regards,

CasinoChan Support Team

Dear Casinochan team,

thank you for all the information. I am extending the timer by 7 days.

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.

Dear Casinochan team,

I am extending the timer by 7 days as we are awaiting your update.

Dear Maria Bella and Casino Guru team,

We would like to inform you that according to our support team's latest update, the issue regarding the player’s withdrawal has now been successfully resolved. The funds have been reprocessed and, as confirmed internally, have been withdrawn by the player.

Dear Maria Bella,

Could you kindly confirm that you have received the funds on your end and that the matter has been resolved to your satisfaction?

We appreciate your cooperation and patience throughout this process, and we thank the Casino Guru team for facilitating the communication.

Looking forward to your confirmation.

Best regards,

CasinoChan Support Team

Dear MARIA BELLA ,

Can you please confirm?

Dear MARIA BELLA ,

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.