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scuter submitted a complaint.

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Bwin not crediting deposit, refusing to respond to emails

Posted: 22nd May 2010, 3:10 PM by scuter

I deposited 400 euro to my BWin account via NETeller. A message came up saying deposit unsuccessful. I was confused when NETeller sent me an email saying deposit was successful. I emailed BWin asking about the situation.

» Attachment: Bwin ignoring email

I also sent them an Internal Ticket / Email whilst logged in asking about it. They responded. But with a nonsensical reply. Saying they had some problems and asking me to deposit again. I then forwarded them the actual NETeller email receipt and asked them what was going on - explaining their first response was nonsensical and that I'd *already* deposited.

» Attachment: Bwin ignoring email 2

No response. I also sent them the below NETeller screenshot uploaded in the Internal Ticket support system.

» Attachment: NETeller Transaction

No response. Almost a day later, I emailed them a screenshot SHOWING them that the money had left my NETeller and was sent to BWin but my balance at BWin was still empty.

» Attachment: Bwin ignoring email 3

Another day passes, Day 4 passes... No response! Screenshot of my full BWin transaction list to current:

» Attachment: Bwin Transactions

Day 5 I get this email:

» Attachment: Bwin Customer Support answer

Day 6 I'm not sure what to make of it all.... They asked for my screenshot, which I'd just sent them last night UNTOUCHED, with everything clearly visible....again.

» Attachment: Bwin Customer Support answer 2

Now I've just resorted to insulting them. Because this has passed the point of sanity a long time ago....

What's this?

scuter

Re: 28th May 2010, 6:48 PM

Response from Bwin 05/27/10:

"Dear xxxx,

Thank you for your e-mail.

We are pleased to confirm that your deposit of 400,00 Euros was credited to your bwin account on 26.05.2010.

We truly apologise for any inconvenience or confusion caused.

Please do not hesitate to contact us if you have any further queries.

Kind regards,

Your bwin customer service team b'inside Green Members bwin acknowledges its commitment to responsible gaming"

Ridiculous. They blamed NETeller. As I processed 100 NETeller transactions fine during that time, pretty sure the problem was at Bwin's end.

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scuter reviewed On 05/23/2010

This has got to be the one of the most surreal experiences ever. Like, I'm glad it's for such a small [always relative of course] amount - or you'd swear they are Rogue.

But BWin is one of the largest casinos in the world, sponsoring football clubs and stuff. Why wouldn't they just borrow 400 euro from themselves so that they're not looking stupid, then when they find the money in their system, they can repay themselves.

They requested my NT number which you have to contact NETeller for. I forward them that 20 hrs ago once NETeller responded.

No reply. It's hilarious.