17.01.2024. igrao sam paket dobrodošlice u Refuel kazinu: 4k depozita od 250€ sa kojima ste dobili besplatne okretaje bez opklada (ali ste morali da uložite depozit jednom). Nakon toga sam podigao celokupan iznos od 1058,09€.
2024-01-18 sam primio novac, ali samo 1021,06 € stiglo na moj bankovni račun. U ovom trenutku sam proverio njihov T&C i nisam mogao da nađem bilo kakvo spominjanje naknade za povlačenje (osim ako ne bih kladio depozit, što sam i učinio). Pošto je njihova podrška uživo bila van mreže, kontaktirao sam njihovu podršku putem e-pošte, tražeći od njih da mi ili pokažu relevantni deo uslova i uslova koji opravdava naknadu ili da refundiraju nedostajućih 37,03 evra. Nisu odgovorili na ovaj datum.
Kasnije je podrška uživo postala dostupna, pa sam ih pitao za objašnjenje naknade. Tvrdili su da Refuel kazino ne naplaćuje nikakve naknade, ali povremeno banka ili provajder plaćanja mogu naplatiti neke. Zato sam kontaktirao svog dobavljača plaćanja Brite, i oni su potvrdili da su od kazina primili samo nalog za transakciju od 1021,06 €.
Ponovo sam kontaktirao podršku uživo, a drugi agent mi je odgovorio sa istim isečkom da kazino ne naplaćuje nikakve naknade, tako da izgleda da je podrška uživo dobila instrukcije da laže o naknadama. Pokazao sam im Brite mejl i rekao da su mi onda greškom verovatno premalo platili. Rekli su mi da više ne mogu pomoći i uputili me da kontaktiram odeljenje plaćanja na istu mejl adresu koju sam već pokušao u početku i koja ne odgovara.
Imajte na umu da je ova naknada od 37,03€ bila povrh naknade od 5€ za svaki moj depozit. Ali one koje sam mogao da vidim pre nego što potvrdim depozite, tako da ih ne uključujem u žalbu. Ali ova nenajavljena velika naknada za povlačenje je potpuno neopravdana, a pošto se nigde na sajtu ne pominje, želim da mi kazino vrati novac. Ne može biti da kazino ima pravo da uzme proizvoljan iznos novca kao naknadu za transakciju bez prethodnog najave.
On 2024-01-17 I played the welcome package at Refuel casino: 4x 250€ deposits with which you received wagerless free spins (but had to wager the deposit once). Afterwards I withdrew my entire balance of 1058.09€.
On 2024-01-18 I received the money, but only 1021.06€ had reached my bank account. At this point I checked their T&C and couldn’t find any mention of a withdrawal fee (unless I wouldn’t have wagered the deposit, which I did do). Since their live support was offline, I contacted their email support, asking them to either show me the relevant part of the T&C justifying the fee, or to refund the missing 37.03€. They haven’t replied to this date.
Later, the live support became available, so I asked them for an explanation of the fee. They claimed that Refuel casino does not charge any fees, but occasionally the bank or the payment provider may charge some. So I contacted my payment provider Brite, and they confirmed that they only received a transaction order of 1021.06€ from the casino.
I contacted the live support again, and another agent replied with the same snippet about the casino not charging any fees, so it seems that the live support has been instructed to lie about the fees. I showed them the Brite email and said that they must have payed me too little by mistake then. They told me that they can’t help any further, and instructed me to contact the payments department in the same email address that I had already tried in the beginning that does not respond.
Note that this fee of 37.03€ came on top of a 5€ fee for each of my deposits. But those I could at least see before confirming the deposits, so I’m not including them in the complaint. But this unannounced large withdrawal fee is completely unjustified, and since there is no mention of it anywhere in the site, I want the casino to refund it to me. It can’t be so that the casino has a right to take an arbitrary amount of money as a transaction fee without announcing it beforehand.
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