Dear Askgambler Team,
This is the third time I am writing this complaint kindly read it carefully and do not reject this time. Previously complaint was rejected and I was asked to contact my bank and raise the dispute and if any response from bank then resubmit the complaint here again.
Below is the incident summary:
1. On 25/02/2025 12:22 AM, I deposited the amount of 30000 INR on 9winz casino on the UPI id shown for deposit which was '< username removed >
2. Transactions were done successfully but amount was not credited to my gaming account and after contacting the support I was told that to wait for 5 days to receive the refund from the bank since transaction was not received at their end. So I decided to wait.
3. Later I contacted my bank for this and raised dispute to check the transaction status and after 2 days my bank gave me official email confirmation that transaction is successfully credited to receiver's bank account and to check with receiver for the date of 24th and 25th February both since the transaction was done in the midnight 12 AM nearby hence in my bank statement it's recorded on 24th February 2025. Bank response and statement is attached in the attachment.
4. For double confirmation, I contacted the payment app phonepe for status of transaction and I received the same response that receiver Vignesh R has successfully received the funds in their bank kindly reach to receiver party for updated bank statement. Response is attached in attachment.
5. In this the given timeframe of 5 days already crossed for refund and refund was not credited because transaction was successful so I decided to contact again to 9winz support team because they have given me deadline of 06/03/2025 to wait for refund otherwise contact them again with the evidences from my bank on that transaction. (chat screenshot attached) So I provided every required evidences on 6th March 2025 to the casino and they created case and forwarded to their concern department and I was told to wait for email communication.
6. Till now it's 9th March and no update from casino on this issue.
7. The only difference I would like to highlight here is as per my bank statement record, transaction is done on 24th February (because of midnight 12 AM timing) but on payment app I used it was 25th February.
8. I am contacting casino on daily basis but unfortunately they do not have any update on this and keeps asking me to wait only without any deadline.
9. Finally, I request 9winz casino to look into this matter since from my side I have provided everything they asked for but still it's been 13 days my deposit is not credited to my game account.
I argue Askgambler team to kindly ask 9winz casino to showcase their bank statement for both dates mentioned above to verify the funds credit.
