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Unauthorized appropriation due to lack of deposit refund

Appropriazione indebita per mancato rimborso su deposito

Dear Nemokid,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Unfortunately, I’m not able to assist you with this case based on the current description of events and I will need definitely more information. Could you please elaborate?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

I deposited NZD 148.98 in BTC via Coinbase on the 3rd of this month on the site in question but the money was never credited to the gaming account , even though the transaction was confirmed and the money was present in the dedicated wallet. The casino rejected this transaction with an absurd excuse, claiming that the amount was not identical to the originally declared amount of NZD 150.00. The thing that surprises me is that I have been registered here for years without ever having had problems of this type and as a VIP customer I have also asked the VIP manager for clarifications who to date have not yet given me an exhaustive answer, in the meantime the assistance customers unfairly accused me of being responsible for the failed credit, not having deposited the exact amount exactly. Usually all the amounts I have deposited up to now have never coincided with the selected starting amount , certainly not my fault but due to the volatility of the bitcoin but the same both in default and in excess have always been credited in less than 10 minutes in the game account without any problem whatsoever. I don't understand why this time my deposit was rejected for no real reason when they could credit it as they always did directly to the gaming account regardless of the amount selected at the start!

Ho depositato NZD 148,98 in BTC tramite Coinbase il 3 di questo mese sul sito in questione ma i soldi non sono stati mai accreditati nel conto gioco, nonostante la transazione sia stata confermata ed i soldi fossero presenti nel wallet dedicato. Il casinó ha rifiutato tale transazione con un scusa assurda, lamentando che l'importo non fosse identico a quello dichiarato all'origine di NZD 150,00. La cosa che mi sorprende e che sono da anni iscritto qui senza aver mai avuto problemi di questo tipo ed in qualitá di cliente VIP ho chiesto delucidazioni anche al VIP manager che ad oggi non mi ha ancora dato una risposta esaustiva, nel frattempo l'assistenza clienti mi ha additato ingiustamente come responsabile del mancato accredito non avendo esattamente depositato l'importo esatto. Solitamente tutti gli importi che ho depositato fino ad oggi non coincidevano mai con l'importo selezionato di partenza, non certo per mia colpa ma per la volatilitá del bitcoin ma gli stessi sia in difetto che in eccesso sono sempre stati accreditati in meno di 10 minuti nel conto gioco senza alcun problema di sorta. Non capisco come mai questa volta il mio deposito sia stato rifiutato senza un reale motivo quando potevano accreditarlo come sempre hanno fatto direttamente nel conto gioco a prescindere dalla somma selezionata in partenza!

Is there any relevant communication that you could forward to petronela.k@casino.guru, please?

What do you mean by relevant communication? I have attached the statement of the deposit made via Coinbase. Below is the transfer denied and still not refunded.

Cosa intenndi per comunicazione pertinente ? Ho allegato l'estratto conto del deposito avvenuto tramite Coinbase. Di seguito il trasferimento negato ed ancora non rimborsato.

It's been 11 days and not even a shadow of a refund! They reassure me that they will return the deposit they denied... The same happened for Bizzo Casino but in that case they refunded in 4 days!

Sono passati 11 giorni e del rimborso nemmeno l'ombra! Loro mi rassicurano che restituiranno il deposito da loro negato... Stesso discorso avvenuto per Bizzo Casinó ma in quel caso hanno rimborsato in 4 giorni!

Thank you very much, Nemokid, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. However, I would like to warn you that it seems to be a common practice of 20Bet Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy" we keep on trying.

Hello there,

Thank you Nemokid for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask 20Bet Casino for their help in resolving this complaint. We would like to know why wasn't the deposit accredited to the account and what can we do to help resolve this issue.

Thank you!

17 days and the refund is still pending!

I contacted Antillephone NV by email ordering the casino to refund the deposit made on the 3rd of this month. It's not normal for them to keep my money for 18 days!

Ho contattato via email Antillephone NV intimando il casinó ad effettuare il rimborso del deposito effettuato il 3 di questo mese. Non é regolare che trattengano per 18 giorni i miei soldi!

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.

Good afternoon,

Please be informed that the issue regarding the customer's deposit has been resolved. The customer has been reimbursed 123 NZD as a refund, which has been credited to their payment wallet.

Regrettably, we were unable to process a full refund due to a 26 NZD transaction fee; however, this fee has been added to the player's account.

Thank you all for your patience.

Thank you very much for the update, Dear Nemokid, we will keep this complaint open until you confirm your refund has been successful. Please keep me informed about any further developments.

Refund successful but the times for resolving the problem (refund) are unacceptable also considering the current level maintained in this casino (VIP).

Rimborso andato a buon fine ma i tempi per la risoluzione del problema (rimborso) sono inaccettabili considerando anche il livello attuale mantenuto in questo casinó (VIP).

Dear Nemokid,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Peter