Hello shivakumar,

Thank you very much for submitting your complaint. I'm really sorry to hear about your issue. Could you please advise when did you process the deposit payment? I've seen that you had the same issue in the past with the same casino. How many days did you wait back then for the deposit to arrive? Isn't is possible that the same issue is happening in this case aswell.

Looking forward to your answer.

Regards,

Nick

Hi team

On 10th October 2021 I was trying to deposit but it's not credited to my account and balance was deducted from my account even I spoke with bank people they said contact merchant it's been successful from our end, and yes it's repeatedly happening and last time they took 30days to refund to my ID.

Dear shivakumar,

If the provider confirmed that the payment was successfull, I would definitely recommend you to wait at least 1 week after depositing for the money to arrive. I know it is not very common to wait for deposits in online casinos, but in case you are unsatisfied with the processing speed, you can still try to look after an another casino where you wouldn't experience this issue. Please let us know after a week if the deposit was credited already or not.

Will be waiting for your answer.

Regards,

Nick

Ok Nick I'll wait for 7working days after that also if my problem not resolved I'll reach you. And thank you for response.

Hi team it's been more than 7days still I haven't received any refund of my money when I spoke to bank customer care they told me that merchant has been received my payment please check and update me asap it's repeatedly happening.

Thank you shivakumar for the additional information, I will now transfer your complaint to my colleague Andrej who will be assisting you from now on.

Wish you best luck.

Regards,

Nick

Thank you Nick and try to resolve as soon as possible ofmy problem.

hello!

our system is showing that this deposit was not received by us, and this is what our customer support team have advised this player.

our system is showing an "error" status for this transaction.

this does not mean the amount was not debited from the players bank account, it just means that we didnt not receive it from the payment provider.

This can happen for example, if the player moves off from the payments page while the transaction is still processing, or if his phones mobile/wifi connection is temporarily disrupted, then the transaction will

automatically abort, EVEN THOUGH it may have been deducted from his bank account.

when this happens, the payment provider normally auto-refunds the amount back to the player within 2-3 days, although longer delays are not uncommon.

Unfortunately, this is completely out of our hands.

However, I have asked our payments team to investigate further and confirm the initial conclusion, in the highly unlikely case that it was a successful transaction but our system didn’t register it (for whatever technical reason).

If we can confirm that it was a successful transaction, then we would be happy to refund the amount back to the player.   

We will update this case within 24 hours with our findings

Kind regards

Hey team

This was always your representatives are telling and last time time in the month of March same thing happened and when I spoke said same reason but after long time you have confirmed me that payment was successful after long wait of one month and even I given a complaint in ma bank as well they said to contact merchant (24betting) because it was recieved by 24betting and yes it will take 2 to 7days to refund am very well aware of this but thing is it's been more than 10days still not revert back so please check and update me asap.

Thank you

Dear shivakumar,

From now on, I’ll be in charge of your complaint. I’ll try my best to resolve the issue.

Thank you, 24betting Casino, for the reply. I’m setting the timer for 7 days. Please keep us posted on any updates regarding the investigation of the issue.

Thank you Andrej hope I'll get resolution for my problem as soon as possible

hello

we have followed up on this with our various payment partners and banks

and they have confirmed this payment was not received, as we stated initially. 

i am sorry for the bad news, but sometimes this can happen when payments are not completed successfully and it takes a number of days for it to be auto refunded back to the player.

kind regards

Dear team

Even I contacted my bank and third party application as well they both said payment was successfully received by merchant and if I go with your if the balance was deducted it should refund within 7working days right but it's been almost two weeks but still not received and as I said last time same thing happened and you given me same reason but after contacting regularly after 2months you said the payment was successful and you refunded, same thing happened again I can't wait anymore with fake assurances from your end I'll wait for Monday if still not resolved I'll raise complaint in RBI portal they will investigate further.

Thank you

More over your giving different reasons everyday so I don't trust your words what you saying and am really fed up with your service from my end more 20 IDs created by my friends and all IDs are active they are using regularly am gonna give a feedback about this issue and atleast I'll save them.

Dear Shiva Kumar

We appreciate that you are upset.

Because from your perspective you made a deposit that was debited from your bank ac. And we have no reason to doubt this.

But why would be be motivated to lie to you? What is the benefit to us?

We are telling you this because on our side, we didn't receive it, and we have triple checked this. And this is why it this transaction is showing as "error".

Regardless, even though we think you are extremely mistaken and we are extremely confident that we didn't recieve your deposit, we will credit your ac with 5000 rs now as a one off, to resolve this issue in a friendly manner.

kind regards

Thank you so much and please take of your system that it should not happen again.

Thank you

Sir

We are not admitting fault.

It is not our system.

This is just a good will settlement.

It is at our cost.

kind regards

Okay and thank.

Thank you, 24betting Casino, for your cooperation and for the gesture of goodwill.

And thank you, shivakumar, for using the Casino Guru complaint resolution center. As the issue has been successfully resolved thanks to the casino crediting you the disputed amount, even though the issue was not caused by an error on the casino’s end, we will now mark your complaint as 'Resolved – Generous casino' in our system.

Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Best regards,

Andrej, www.kpvfaw.com