Casino Winner - My money disappeared as a result of an erroneous withdrawal due to the fault of the casino

Ruling

Resolved - The submitting complainant has informed us that this issue has been resolved without our intervention.

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Player's Complaint

Hello

On April 13, 2020, I requested the withdrawal of the following amounts to my Qiwi wallet ( 79132346307): the withdrawal code is 13910474 for the amount of 7,876. 00 rubles, and the withdrawal code is 13910470 for the amount of 12,000 rubles. This money has not yet been credited to my account. This amount RUB 19876 is my claim to the casino.

I am a VIP client of the casino, so the money was supposed to arrive in a day.

However, strange things happened on the part of the casino.

I receive emails about other transactions using the following codes and amounts that I didn't order.

Details (1) - April 14, 2020 at 19 hours 24 minutes, I received a message to my email with the following content-withdrawal request processed-13921326 in the amount of 14,900. 00 rubles. And the second payment - 13921334 in the amount of 4,244. 00 rubles . I will say that I did not order the withdrawal of these amounts under these numbers. And in the casino checkout field, these transactions were reflected as erroneous repeated ones. ( I can provide cash register screenshots in my casino account). In General, this money was not credited to my wallet. When I contacted casino support, I heard from them that these transactions were indeed erroneous. They referred to a technical failure of their program.

Because exactly the same amount but under other withdrawal codes I really already received earlier on my kiwi wallet

Details (2) - April 12, 2020 at 23 hours transaction number-13888858 for the amount of 14,900. 00 rubles and transaction - 13888872 for the amount of 4,244. 00 rubles. Were received on my Qiwi wallet.

Then on April 15, my requests for withdrawals were (as it were) implemented by the casino in 2-00 hours under the code 13910474 for the amount of 7,876.00 rubles, and the request - 13910470 for the amount of 12,000 rubles. However, the money was not credited to my kiwi wallet. When contacting the support of Kiwi Bank, its employees told me that the transactions were empty with a code error. The error code indicated that there were no funds in my casino account at the time of the transaction.

My constant requests to the casino are ignored today. There was one response from the casino Manager in a chat conversation. She told me that I shouldn't worry it's a technical error and the specialists will fix it. However, nothing happened during the week. They stopped answering my emails and ignore me.

I will note that on the London cryptocurrency exchange, I was able to correct a technical error in 24 hours. I had a similar case with a conclusion, but everything was quickly resolved. I was just tricked with the casino. I don't think that such a simple mistake is difficult to fix. I've been playing this casino for five years. And I've never been treated so badly. It's a shame and I lose faith in games and such a casino. Having lost over all these years 1500000 rubles in this casino, I can not get my winnings of such a small amount.

Help me solve this problem. I am so grateful to you that there is such a necessary service.

Yours Faithfully,

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3 Responses

ThePOGG

April 21, 2020

Hi voix-2 - welcome to ThePOGG.com!

With the greatest of respect you need to give the operator a reasonable amount of time to resolve this issue internally before seeking the intervention of a 3rd party dispute mediation service. If you are still experiencing issues on Friday the 1st of May let us know and I'll contact the operator on your behalf.

Thanks,

ThePOGG

voix-2

April 23, 2020

Hello I want to inform you that I withdraw my claim to the Winner casino. Today they credited the entire amount to my account. Thank you for helping the players and for your useful work. Please cancel my claim. I hope that I can continue to play in this casino. Since I like it for the varieties of games . Thank you again. Have a good day and a good weekend! Sincerely, [EDIT]

ThePOGG

April 25, 2020

Hi voix-2,

Thanks for letting us know - it is appreciated!

ThePOGG

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