On 23rd June I made a typing error while depositing funds into my account, I meant to deposit 30 but deposited 300 by mistake.

i made several attempts to withdraw the money (I never staled any of it and had no bonuses), and it kept getting rejected.

after several attempts to contact them they eventually responded and said they would approve a refund. I was told I would have this with 7-14 business days, which is today. The money still isn’t in my account.

i have tried to contact them lots of time in between and they are being very evasive when answering questions about it - I was told I would receive a confirmation email. I’ve still not had that.

when I contacted them today on live chat, they said it had been declined by the provider. They said their financial team fix it and i receive my funds soon. He assured me it has been approved and I will be be.......they can’t even give me a time frame of when that will be.

they are deliberately withholding my funds. I have copies of chat transcripts and emails saying I will be paid - but I’ve yet to be paid!

Dear Stuart,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Has your account been fully verified in the past? Which payment method you have opted for to receive your refunded funds?

Meanwhile, please understand that it’s quite usual, even for regular withdrawals, to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

However, I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hi,

yes my account has been fully verified and I opted for it to be refunded on to the card I paid with.

i have already waited more than 14 days - now they are saying it was declined by the provider. Now they can’t even give me an estimate of when I will get it.

they said I will receive an email but who knows when that will be. They don’t even have a UK license so shouldn’t be doing business with UK customers.

Dear Stuart,

Please understand, that UKGC license is necessary only for those casinos which want to operate on UK market (targeting the UK) but if the casino does not target the UK market with their commercials (do not offer GBP currency, bonuses for UK players, etc.) and their license authority allows it, they can accept UK players, they are just not protected by UKGC.

Here is an example, that could help you better understand our standpoint:

You are from the UK, and in the UK people drive on the left side of the road - that's the law. In my country, people drive on the right side of the road. But we are not building special roads for UK citizens because their laws say people should drive on the left side of the road.

And the same principle is applied for the UKGC license - you are working on the UK market, you need to follow the UK law. But if you come to play in casino without any valid license (by your free will and they are not targeting the UK market), you won't be protected by any Licensing Authority.

However, thank you very much for your reply. I will now transfer your complaint to my colleague Juli who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Stuart,

I looked at your complaint and will do my best to help you. Before we can move further with this case, I would like to know if there is any new information regarding your refund? Thank you in advance for your reply.

Dear Stuart,

We are extending the timer by 7 days. Please, be aware that in case you fail to reply and provide the required information in the given time frame, we will reject your complaint.

It has not been resolved. Thanks

Hello Stuart,

I would like to invite Rufus Casino into this conversation. Can you give us some explanation of whole situation and why is this player experiencing problems with withdrawal? Thank you in advance for the reply.

Sorry, it should say it has been resolved.

Dear Stuart,

Thank you for letting us know that your problem was solved. Please do not hesitate to contact us in the future if you come across any troubles, we will gladly help.

Best regards,

Juli