Interwetten Casino - Reversed payments, slow reaction from casino

RESOLVED
posted on August 16, 2016.

I have been playing at interwetten for about 2 months now and have not had any problems up until 2 weeks ago.

I have made 6 withdrawals from my account and had no problems with the first 2. I received them both within 3 days. However I have now had my bank reverse 3 of the last 4 payouts (totalling over $1700 AUD) because they never received the funds from the casinos bank. My bank account is now overdrawn!

I am now expecting the last withdawal I received ($2500) to be reversed sometime within the next week.

I have been sending them messages for 2 weeks now and they just keep telling me I have to wait until they get the funds back from their bank. Not good enough!

posted on August 19, 2016.

Dear Mark8685 ,

many thanks for your message.

I just spoke with our Service-Team and accounting department and as you already know we can´t book the money back as long as we haven´t received it back from the bank.

We already informed the involved bank several times to get more information and to accelerate this process but we didn´t receive any positive response until now. We trying our best to solve the problem as soon as possible.

We are very sorry for the delay and your inconveniences.

Best regards
Your Interwetten Casino - Manager

posted on August 19, 2016.

I was told that it will take 2-10 business days for the funds to be returned to my casino account.

Its now been 14 business days since my bank reversed the first payment.

This is becoming ridiculous! My bank account is now overdrawn and I am being charged fees. I have had 2 direct debits for bills reversed due to lack of funds and have been charged dishonour fees for them as well.

At the moment you owe me $US1100 (over $AUD1700).

posted on August 22, 2016.

Hi Mark,

again, we are really sorry but in this case we need to wait until we have received the money back from the involved banks.
Please notice that we only can check our bank account, if we have received your money back.

We know that the situation is very frustrating.
As a small compensation we have now credit your account with a VIP-Bonus.

Many thanks for your patience.

Best regards

Your Interwetten Casino Manager

posted on August 22, 2016.

Thank you for the bonus credit, but all I really want is my money back.

I understand that this is not your fault, but nor is it mine. I should not be expected to know what happens with the funds between making a withdrawal and receiving them in my account.

I have been playing at online casinos for over 10 years. In many different currencies. Mainly in US dollars though (like at your site). I have never had this problem before.

Have you ever experienced this isssue before with any other players?

posted on August 23, 2016.

Hi Mark,

Fortunately it happens at rare intervals.
We handle a huge number of payment processes each day and sometimes on of the involved bank, if there is a third bank involved bank especially, a mistake happens at one of these banks.

Please believe us, that we are doing our best to receive further in formation and to receive the payment back so that we can credit your account with the missing payment.

We really hope to solve this problem very soon!
Thank you for your patience.

Best regards

Your Interwetten Casino Manger.

posted on August 24, 2016.

So I received one of the payouts back into my casino account, but it has been reduced by $65US. I understand that this is not your fault because the US bank took out fees, but I shouldn't have to pay for this eother.

What fees did they need to take out?

posted on August 24, 2016.

Hi Mark,

I have discussed it with our Service- and Accounting-Team. As you already know we processed the payment like we did in the past.
Unfortunately we are not able to relate why at this time there was a third bank involved in this process. Please notice that due to privacy protection we don´t receive more information from the bank.
In this case you need to clarify it with your bank.

As I understand it correct there are still some payments which will be returned to our bank account, right?
I will suggest du wait until all the open transfer will be back at our bank and then I can discuss it with our VIP-Management if we can offer you any compensation.

Hope that will be o.k. for you.

Best regards

Your Interwetten Casino Manager

AskGamblers
posted on August 27, 2016.

Dear @Mark8685,

Please makes sure to update your issue in a timely manner and let the AskGamblers Complaints Team know if you got the payment. Keep in mind that in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly. Thank you for your cooperation.

posted on August 27, 2016.

So I received the second payout back into my casino account. Again it was $65 US short because of fees. So thats a total of $130 US Ive been charged for no reason.

If you are abe to compensate me for the these carges that would be great.

I will let you know when I receive the third payout back in my account.

posted on August 29, 2016.

Hi Mark,

We are aware that the situation with the bank transfer is very frustrating but as you know we processed the payment as usual.
We also didn´t charge you any fees. All the bank fees have been deducted directly from the involved bank and we can only credit the amount back which we have received from the bank.

As I told you in my last post, please let us wait until the last missing amount has been credited back to your Account. Afterwards I will discuss it with the team leader of our Service – Team what we can offer you for compensation.

Many thanks for your understanding.

Best regards

Your Interwetten Casino Manager

posted on August 30, 2016.

I have now received the last payout back in my casino account. Thos one was $70US short.

Thats now a total of $200US I've been charged over the 3 transactions.

posted on August 31, 2016.

Dear Mark,

we have now discussed it with our Management and with our Service-Team.
As you know we have offered you several times to process the payment via Neteller but you have denied this options.

We already paid half of the fees (which have been deducted from the bank not from us) as bonus amount back to your account.

Sorry, currently we are not able to offer you another compensation for the fees.

But we can offer you a 100% up to 150 Euro bonus for your next deposit. Just send us a short message after your next deposit and we will add the bonus to your account.

Best regards

Your Interwetten Casino Manager

posted on August 31, 2016.

I know you already gave me a $100 bonus and I appreciate that very much.

However I was not offered the option of a Neteller withdrawal until after all of this had happened and the fees had already been taken by the US bank.

posted on September 2, 2016.

Dear Mark,

yes, we know but after we have offered you Neteller as payment option you still processed payments only via bank
transfer. And again, the fees have been deducted from the involved Banks. We never take any fees for bank Transfers.

We have already paid half of the fees as Bonus amount and offer you a 100% up to 150 Euro Bonus for your next payements.
Just send me a short E-Mail [email protected] after you have processed the next payments and I will add the Bonus as soon as possible.

best regards

Your Interwetten Casino Manager

posted on September 2, 2016.

I still don't think you understand what has happened.

I made 6 withdrawals within 4 weeks. 3 of these were then reversed out of my bank account after nearly 3 weeks of me receiving them.

I then had to wait nearly a month for these funds to be returned to my casino account. When they were returned they were $200 US short because of these bank fees.

Once the funds were back in my account I then made a further withdrawal request. Only then was I offered the option of a Neteller withdrawal.

This whole situation has been a shambles. I have never experienced anything like this before.

I am still yet to receive all of the money back into my bank account.

I am waiting on 2 withdrawals now for $200 & $300.

posted on September 5, 2016.

Dear Mark,

we understand your problem but as you know our Service-Team informed you several times that we processed your payments request immediately.
Unfortunately there was a third (US-bank) involved in the transfer. (we have received this information from you)
This US-bank didn´t accept the payments and send it back to our account after some weeks and also charged you with the fees.
Please understand that we didn´t charge any fees on our end.

But we offered you to withdraw the rest of your winnings via Neteller at the 8th and 10th of August but you still process your payments just via bank transfer.
We don´t understand the reason. Why you don´t process your withdraws via neteller?

We also credit your account with a bonus amount and offered you a 100% bonus up to 150€ for your next payments.

Best regards

Your Interwetten Casino Manager

posted on September 6, 2016.

I know that you didn't take out any fees.

The reason I don't want to use Neteller is that they charge me exta fees for withdrawing my funds ibto my bank account. They are also very slow. It takes about 10 fays for the funds to reach my bank account.

The whole reason I started playing at interwetten was the fast withdrawals. I could get my money in 2-3 days.

I shouldn't have to use Neteller. I don't at any other gaming site. I always have bank transfers. I have never experienced this problem before with any other site.

posted on September 6, 2016.

Hi Mark8685,

a bank transfer takes no longer than 2 to 6 working days for our customers normally.
Unfortunately in your special case there is a third (US – bank) involved in the transfer process.
As our Service-Team already told you due to data protection we are not allowed to come to know the reason for that.
Maybe your bank can give you more information.

The 100% up to 150€ bonus offer is still valid. So please let us know if you want to activate it for one of your next deposits.

All the best.

Your Interwetten Casino Manager

posted on September 9, 2016.

Im still waiting to receive all the money back in my account.

One of my last 2 withdrawals never even made it to my bank. Was just returned to my casino account minus $40.

This whole process has been a nightmare.

Never ever experienced anything quite like this before.... even from some of the poorly rated casinos.

posted on September 12, 2016.

Dear Mark,

we are really sorry to her that and can understand that you are frustrated.

But to be fair, we told you several times that we processed the payment to your bank account as requested but couldn´t know that your bank involved a third (American) bank which don´t accept payments from us and send it back with high charges.
We offered you to withdraw with Neteller but you didn´t accept it. We already credit your account with a bonus and offered you bonus amounts for your deposits.

We hope to receive all your open payments back from the involved banks to credit it to your account.

Best regards

Your Interwetten Casino Manager

AskGamblers
posted on September 15, 2016.

Dear @Mark8685,

Please makes sure to update your issue in a timely manner and let the AskGamblers Complaints Team know if you got the payment. Keep in mind that in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly. Thank you for your cooperation.

posted on September 17, 2016.

This is resolved. Although im not at all happy with the result. I am not going to be able to get any further with this.

I have been left out of pocket and thoroughly annoyed.

I will never play at this site again.

Thank you.

AskGamblers
posted on September 17, 2016.

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.