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I made a withdrawal at this casino using payz.

However, when I did not receive the money, I checked and found that the casino had transferred the money to someone else's account.

Payz then refunded the money to the casino on the condition that I return it to my account, but I still have not received the amount back in my account.

I have been trying to contact the casino but they keep ignoring me.

Dear andandjonnyx,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with PachiPachi Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• When exactly did you request a withdrawal of these funds?
• How did you learn the money was transferred to someone else's account?
• Who informed you regarding the issue and when? Please forward me the correspondence you received regarding the issue. Send it to my email at tomas@casino.guru

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

I do not remember the date and time.It seems to be around last March.

After a while, there was no remittance, so I contacted payz and discovered it.

After that, I received an email from payz saying that they refunded the money to the casino, which I am attaching.

The money was misdirected on March 26 and returned on November 6, according to the report.

Do you have a confirmation from the casino the payment was supposed to be processed to your Payz account?

Would you be able to share it here or to my email address at tomas@casino.guru?

We are currently unable to contact the casino. They have been ignoring me for a long time.

Is the transaction not visible in your transaction history in your casino account?

Yes. I believe you can see the amount I am requesting this time at the bottom of the image.

I made a withdrawal to payz but it was to someone else's account and payz refunded it but it has not yet come back to my account.

Thank you very much, andandjonnyx, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear andandjonnyx,

I am so sorry to hear about your problem with the payment. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a PachiPachi Casino representative to join this conversation and participate in resolving this complaint.

Dear PachiPachi Casino,

Could you state why the player's withdrawal has not yet bounced back to his casino account?

Thank you in advance for providing the information.

Kind regards,

Stefan

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.

Hi everyone,

Apologies for the late response. The sum of the payment in question was added to the player's account and he can now request a withdrawal which we will pay out as soon as possible.

Please check the EcoPayz account info in your PachiPachi account before requesting a withdrawal.

Best regards,

PachiPachi Team

Hello andandjonnyx,

Did you manage to request a withdrawal?

I am looking forward to your response.

I just submitted a withdrawal request.

If the money arrives safely, the complaint will be resolved.

Hello andandjonnyx,

Thank you for your response and the information provided.

Please, let me know once you receive the payment.

Dear andandjonnyx,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I have not received payment yet.

Hello andandjonnyx,

Has the payment been processed, or is it still pending?

I'll be awaiting your reply.

Not yet.

Dear PachiPachi Casino,

Could you state why the player's withdrawal request hasn't been processed?

I am looking forward to your response.

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.

Hello everyone,

I have received a confirmation from our finance department that the player has been paid out.

Please confirm from your side.

Best regards

Payment has been made.

However, I am having trouble because payz could not be selected as a withdrawal destination.

Hello andandjonnyx,

Do I understand correctly that you have already received the payment via a different payment method than PayZ?

I am looking forward to your response.

Yes. But originally I used this casino to withdraw money to payz.

However, the casino canceled my withdrawal request and furthermore made payz not an option.

This makes it difficult to withdraw money.

Hello andandjonnyx,

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,

Stefan, Casino.Guru