Wazbee Casino - 플레이어의 출금 요청이 환불 요청으로 인해 지연되었습니다.

Hello,

I have been playing at this casino since July 8, 2024, and have made many deposits and withdrawals. On September 17, 2024, after my last deposit of EUR 550 and some winnings, my balance was EUR 1,160.50. I requested a withdrawal of EUR 200, but instead of processing the withdrawal, I received an email from the casino stating that they had received an order for a chargeback for the deposit of EUR 450 that was made on September 5, 2024.

I tried to explain to them that I had not requested any chargeback for any of my deposits and why I would even ask for a EUR 450 deposit chargeback, which I had lost in the two days after making the deposit and then deposited another amount of EUR 550 immediately after that on September 7, 2024 in order to continue playing.

I remembered and shared that when I made a transaction of EUR 450, it was declined by the bank or the payment system. This could be the reason. I tried again and this time the deposit was successful. However, the amount was charged from my account in USD and not EUR, as had been the case for all previous deposits. I attached a bank statement to support my explanation.

Additionally, I explained to the casino that chargebacks in Kazakhstan work only on credit cards, not on all types of debit cards. I also shared a link explaining the chargeback process in all Kazakh banks. This link describes the steps, including the need for strong evidence such as screenshots, chats with merchants, pictures of goods, and receipts. Even to lodge a chargeback application, the bank requires a lot of evidence. The process can take weeks to process, and it is definitely not a quick process like the casino thinks.

Unfortunately, the casino has not taken into consideration any of the explanations I have provided and has sent me the following reply:

"We have received a request from your bank for a refund of a transaction amounting to 450 euros on your card ***2919. In order to confirm that this request was not made by you, we kindly request that you contact your bank to request an official letter confirming that a refund of 450 euros for the transaction on card ***2919 has not been requested. Once we receive this information, we will review your case and inform you of our decision."

I have requested the casino on several occasions to provide me with proof of the chargeback order that they have received, but they have ignored my requests.

I contacted my bank through in-app chat about this transaction of EUR 450. I explained the situation to them and they confirmed that I had indeed paid that amount and that the merchant had received it. They also confirmed that I hadn't requested any chargeback and that the bank had never initiated a refund process on my behalf. In fact, they even sent me a link to an online application where I could report if the transaction was a scam or if the merchant was trying to steal my money. Why would they do it if I would request chargeback?

I have attached screenshots of my deposit/withdrawal operations on my casino account and a bank statement showing a deposit of EUR 450 on September 5 (Solnay Global Concept, amount USD 498.77) and a subsequent deposit of EUR 550 on September 7 (anthill.center, amount EUR 550), as well as emails with the casino and video recording from the bank app.

Due to security and safety concerns, it is not allowed in the bank's app to take screenshots or record videos. Therefore, I had to use another phone's camera to record all the evidence, including my card number *2919 online statement, as well as a video of my conversation with the bank representative to prove that there had been no chargeback initiated.

Video size more than 500Mb, so i uploaded to my google photo.

Dear dimkrv,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify the situation.

Have you visited your bank's local branch and requested an official statement that no chargeback was requested from you as suggested by the support agent in your bank app? In order for us to proceed with your case, this piece of evidence is vital. Please understand that online casinos consider a chargeback as a fraud because, from their perspective, it means a player is asking to reverse a payment that was already agreed upon and used.

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

Best regards

Veronika

This morning, I visited the bank branch. I explained my situation and asked if they could issue a paper statement.

The bank representatives assured me that there was no issue with the payment and that it had been processed by their system correct. They explained that no orders had been sent by the bank to reverse the transaction as there is no any written request for a refund from me received.

However, they informed me that they do not have document templates for such kind of situation, and since everything went smoothly with the payment, there were no reverse transactions made by either party, they saw no reason to initiate an investigation, as there is nothing to investigate and regrettably unable to provide with any documents or statuses at this stage.

Evidence from my side was accepted by Casino. Casino explained the situation and their actions and removed restrictions from my account. I believe the case has been resolved.

Dear dimkrv,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Veronika Lash 

Casino.Guru