BetOnline Casino - 환불 후 플레이어 계정의 잔액이 마이너스로 표시됩니다.

They said they issued a refund after a dispute was filed by me with PayPal. I filed the dispute Nov 10th and canceled it Nov 18th betonline said they got the dispute on Nov 19th and refunded the money. My last conversation to betonline I was told there is no refund and I need to settle the account paypal did not keep the funds nor did they take them back so my casino account should not be negative therefore they need to zero out the account and give me back my 50 bitcoin deposit that was made on Nov 19th but not credited to the account until Dec 3rd. I have several messages where they say they refunded the money on Nov 19th

Dear psychomeeks,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you’ve encountered with BetOnline and the confusion surrounding the refund and your casino account balance.

To better understand and investigate your case, could you kindly clarify the following details:

• Can you provide any documentation or screenshots that show the refund was issued on Nov 19th as mentioned by BetOnline?
• Could you confirm the exact dates when you made the deposit?
• If PayPal didn’t keep or take back the funds, do you have any proof or communication from PayPal confirming this?
• Was there any communication from BetOnline after you canceled the PayPal dispute on Nov 18th that further addressed the issue?
• Have you had any follow-up conversations with BetOnline since your last communication, and if so, could you provide the details? My email address is petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Sent emails of conversations and my paypal statement. The initial date of the deposit was 11/7/24 but doesn't show on my statement until 11/10/24 as EQ Hosp medlife ciudad de mex like it's a hospital bill. 11/19/24 was when I was told they issued a refund but it's in my transactions for betonline as a withdrawal. You will see by my statement that paypal did not keep or take back the money but I will get an email from them as proof.

Hi psychomeeks,

Thank you for the additional details. To assist you further in resolving this matter, I would appreciate it if you could clarify a few more points:

• How do you typically send money to your PayPal account? Do you use a linked bank account, debit/credit card, or another method?
• If possible, could you provide the statements for the cards or accounts that you used to fund your PayPal account? This will help us verify the transactions and better understand the situation.

Please feel free to send any relevant documentation or communication directly to me at petronela.k@casino.guru.

Once we have all the necessary information, we will be better equipped to assist you further with your complaint.

Thank you again for your cooperation.

I responded to this by sending you statements. I usually load cash onto PayPal or my boss pays me through PayPal I don't use another account to fund it. The situation is actually simple they said they refunded the money but did not. The sdcreensgots prove this and the 111.50 is a completed deposit. It was initiated on Nov 7th but actually completed Nov 10th there were no reversals on my account PayPal did not take back or keep the money.

sent another paypal transaction history you might be able to understand it I don't deal with Microsoft office much but it does show all transactions from Nov 7th to Nov 19th if needed can send from Nov 19th to now.

Why don't betonline prove where they sent the money too since in the history it shows the 111.50 as a withdrawal! it shows where it was deposited but does not show a reversal or a refund in the transaction history will send the screenshots I took.

Thank you very much, psychomeeks, 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 BetOnline 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.

ok thank you and I will try to find out what gaming commission is over them.

Hello there,

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

I would now like to ask BetOnline Casino for their help in resolving this complaint. We would like to know what is the issue with the refund and what can we do to help resolve this issue.

Thank you!

they may not be in order but all of this is what they are saying now panama gaming commission is where there license is through. As you can see they are still claiming that they refunded it but per the bank statement there has been no refund.

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.

I sent them another bank statement and they are still claim8ng they issued a refund on 11/19 but that it takes one to two billing cycles to show up! Will send the email

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Peter