0x.bet Casino - Spelarens insättningar krediteras inte fullt ut.

Over two months ago, I transferred 500 Euros three times from my bank account. The funds were successfully debited from my bank account, but only 1000 Euros ended up in my betting account. A similar incident happened a few weeks ago with three 100 Euro transactions: only 100 Euros made its way to the betting account. I've been getting the runaround from the support staff for a while now. Initially, I was told that the relevant department was working on it, then I was asked to provide bank statements and screenshots multiple times, which I've done. The latest request is that I identify which transactions failed. Of course, I can't provide this information because all three transactions occurred on the same day and for the same amount. Conversely, the casino will not tell me which transactions it did receive.

Habe vor über 2 Monaten 3mal 500 Euro eingezahlt. Diese wurden auch von meinem Bankkonto abgebucht. Es sind aber nur 1000 Euro auf meinem Wettkonto gelandet. Vor ein paar Wochen dann dasselbe mit 3mal 100 Euro. Hier sind nur 100 Euro auf dem Wettkonto gelandet. Der Support hält mich seit Ewigkeiten hin. Zuerst hieß es, das relevante Department arbeitet daran, dann sollte ich viele Male Kontoauszüge und Screenshots schicken, was ich auch getan habe. Das letzte ist, dass ich jetzt angeben soll, welche Transaktionen gescheitert sind. Das kann ich natürlich nicht beantworten, da die jeweils 3 Transaktionen am gleichen Tag stattfanden und auch den gleichen Betrag hatten. Umgekehrt will mir das Casino nicht sagen, welche Transaktionen es bekommen hat.

Dear lillypeter,

Thank you very much for submitting your complaint and for forwarding your payment receipts. I’m sorry to hear about your problem.

I would like to warn you, that if your deposits have never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process which takes approximately one month. In these cases, the casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.

If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.

Could you please advise if you contacted your bank already?

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Petronela 

Dear Petronella,

Many thanks for the answer. The problem is that I can't tell which of the deposits didn't work. It was always the same date and the same amount. That's why I can't have my bank cancel it. If 0xbet would tell me which payments (transaction numbers) have arrived, that would work.

Best regards,

lillypeter

Liebe Petronella,

Vielen Dank für die Antwort. Das Problem ist, dass ich nicht sagen kann, welche der Einzahlungen nicht funktioniert haben. Es war ja immer das selbe Datum und der gleiche Betrag. Deshalb kann ich bei meiner Bank auch kein Storno durchführen lassen. Würde mir 0xbet mitteilen, welche Zahlungen (Transaktionsnummern) angekommen sind, ginge das.

Mit freundlichen Grüßen,

lillypeter

Thank you very much, lillypeter, 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. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello there,

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

I would now like to ask 0x.bet Casino for their help in resolving this complaint. We would like to know why were the player's deposits not accredited and what can we do to help resolve this issue.

Thank you!

Hi Peter! Thank you! In any case, all payments have been made to the payment service provider of 0x.bet, namely Retrust OU.

Hallo Peter! Vielen Dank! Es sind jedenfalls alle Zahlungen an den Zahlungsdienstleister von 0x.bet, nämlich Retrust OU ergangen.

Thank you for your support!

The 700 euros were credited to my account.

Vielen Dank für ihre Unterstützung!

Die 700 Euro wurden meinem Konto gutgeschrieben.

Dear lillypeter,

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