I requested a refund of 205 USD by bank transfer on 09/27/2019. The casino processed it but I never received the money. The funds returned to the casino but were not entered into my casino account. Now they claim that it is a misunderstanding because they were already deposited in another casino in the chain, which is false. They refuse to enter them into my account to follow the usual refund procedure.

Solicité un reintegro de 205 USD por transferencia bancaria el 27/09/2019. El casino lo procesó pero nunca recibí el dinero. Los fondos retornaron al casino pero no fueron ingresados a mi cuenta de casino. Ahora aducen que es un malentendido porque ya fueron depositados en otro casino de la cadena, lo cual es falso. Se rehúsan a ingresarlos a mi cuenta para seguir el procedimiento de reintegro habitual.

Dear Adolfo,

Thank you very much for submitting your complaint through our website. I’m very sorry to hear about your problem. Please, could you answer a few questions for me, so that I can fully understand what the issue might be? Firstly, why did you ask for a refund? Do you have another account with a casino under Mobile Technology Marketing Ltd.?

I do apologize if I misunderstood and by a refund, you meant a withdrawal. If this is the case, was this your first withdrawal?

Furthermore, please, could you confirm for me that you completed the whole process of identity verification, also known as KYC (Know Your Customer)? Casinos take KYC very seriously as they want to make sure that the money is always sent to the rightful winner/owner of the account. Thank you very much in advance for your reply.

Best regards,

Petronela

Hi. The withdrawal was received yesterday. Do not worry.

Hola. El retiro fue recibido ayer. No se preocupe.

Dear Adolfo,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system.