Transactions without authentication

Hello guys, in short -

I played at a casino that seemed a little fishy. When I checked my bank account one day I noticed that they took ~1k € without me depositing. I cancelled my account for addiction reasons and blocked my debit card. These 1k € was not in my balance. Support said nothing was wrong and that I should speak with my bank.

This happened 4/7, the night after

(2.00 5/7) 4 deposits showed at the same timestamp 2, cancelled, 2 completed, totalling 1k €.

I asked what happened and they said it was transactions authenticated 29/6 that came through with a delay, unfortunately to my closed account.

I know for a fact that I did authenticate these transactions 29/6 but they got cancelled and audited by my banks fraud section. They got claimed by the casino 3/7 without new authentication and were not credited to me.

They credited these transactions 5/7 (manually it looks like) when the account was self excluded.

Ive told them I will forward this to mga and if needed go to a lawyer.

If they manipulate balances and deposit logs and then try to deceive me, how can I know that my former deposits and game sessions were legitimate. I have documented everything and demand my former deposits back in full, am I in the right to so?

Hi there!

I just wanted to clarify something, because the timeline you described is a bit confusing to me and makes it hard to assess what really happened. could be just me of course.

One possible scenario to consider all options could be something like this:

1) You initiated the deposit(s) on 29/6 and authenticated them.

2) Your bank flagged and temporarily blocked the transactions for review.

3) In the meantime, you self-excluded from the casino.

4) Then, your bank released the funds a few days later (3/7).

5) At that moment, your casino account was already closed.

Now, if the account was properly blocked at that point, it’s possible the platform didn’t accept the payment into your balance at all.

Some casino systems don’t allow funds to land on a closed account and may be reviewing the case to return the money.

That could explain why the deposits don’t appear in your balance and why support hasn’t given you a clear answer yet.

If the casino did receive the money and kept it despite the account being closed, that’s obviously a big issue. I'd say that without confirmation from your bank and clear evidence of where the money went, it's difficult to draw strong conclusions.

Have you requested a full transaction history from the casino, including deposits after 29/6? That would help clarify if those funds were actually credited or not.

Just trying to help untangle the situation. 

Hello Radka, sorry for the confusing timeline, I will try to summarize it a bit better.

29/6 legitimate authentication on 2 deposits. These were cancelled and reviewed.

3/7 The deposits are claimed by Reblz without new authentication, and not credited to my balance.

4/7 still doesn’t say where my moneys gone. I contact support and explain the situation. They tell me nothings wrong and I should contact my bank.

I think the situation feels fraudulent and I self-exclude my account 22.57.

5/7 02.00.24, 4 deposits pops up in my deposit log simultaneously. 2 says cancelled, 2 says completed.

I did not make these deposits.

balance is now updated

~10/7 they remove two deposits from the deposit log (29/6) confirming these two deposits were in fact cancelled. Now they are absent from the log.

I withdraw the balance. Minus 200€ they took as fees for deposit and withdrawal

Hi again, and thank you very kindly for this description.

Well, it looks like I really underestimated the situation earlier; this is clearly much more complex than I first anticipated. I’m actually glad you went ahead and filed a complaint straight away.

Here’s how I personally see it, based on what you’ve shared so far:

You should definitely ask the casino for a complete transaction history, not just the recent deposits, but also anything that was manually adjusted, canceled, or added around the end of June and early July.

Try to compare this with your bank statements. It might help confirm whether any of the deposits were processed after your self-exclusion and whether they were actually credited to your balance or not.

If any payments went through after your account was already closed and the casino kept the money without crediting it or sending it back, that’s a serious problem. They owe you a clear explanation, not just a vague "talk to your bank."

The fact that some deposits from 29/6 were later removed from your transaction log is worrying. it almost looks like they’re modifying records after the fact, and you have every right to request a full audit,... just my thought.

Since the complaint is already underway, the best thing you can do now is keep everything well-documented: screenshots, timelines, communication with support, you’re already on the right track.

Most importantly, generally speaking, the self-exclusion doesn’t mean the casino can ignore responsibility. They’re still required to process your money fairly and transparently, regardless of your account status at the time.

I hope the complaint will help resolve this situation!

Hello Radika

I know that they manually adjusted the logs, it’s pretty obvious as the log shows 4 deposits with the exact same timestamp, that indicates that it wasn’t made through their system. It would also be highly unlikely that I managed to to 4 transactions within the same second.

ive asked for my gdpr information many times now but they refuse to cooperate.

information telling who’s been accessing the account and through what ip. As well as a full record showing strong customer authentications.

when I reach out to the department that provides this information they just tell me to reach out to the right department and then links the same email address.

at this point I don’t know what to do.

your complaint section tells me this kind of conflicts is something you usually don’t help with.

I have proof of everything, timestamped screenshots, video recordings, email conversations.

I insist that they give back the net amount I’ve deposited as they breached both mga responsible gaming obligations and manually changed deposit logs and balance which also is illegal.

They just send a reply with the same answer over again even though I demand that they show me evidence that what I’m claiming isn’t what happened.

what should I do?

Hello,

The best course of action, in my opinion, is to await the final decision from your complaint mediator. If there is a way to get involved, he tries; if not, you will be very likely pointed to the licensing authority because this is the only official authority overseeing the casino's actions. But as I said, I would wait for the complaint to progress further. Who knows? Perhaps there is something we can do after all.