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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 D***

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

Casino.Guru

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?

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 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 Bella Dutto

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 Bella Dutto

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 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?

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

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.