Debit of 60 euros not credited and double billing of 100 and 50 euros

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that Alexander Casino management acted in accordance with their Terms and Conditions and/or advertised payment timeframes.

Based on the abovementioned information and taking into account the player's confirmation that all eligible payments were processed and received, the AskGamblers Complaint Team considers this case resolved and closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that in case of a disagreement with our decision further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

Dear @Sarahm78,
Thank you for sharing your concerns here.
We value open communication and are happy to clarify the steps we have taken regarding your case:
Refund of Bank Fees: While we were under no obligation to do so, we refunded the amount of €42.05 to cover the bank fees you reported. This was done as a gesture of goodwill.
Refund of Missing Deposits: We credited €150, representing two missing deposits, directly to your casino account. This was the only option available since your bank account had been closed.
These refunds were made in real money to your casino balance, which meant you had the option to withdraw them to a new bank account at your convenience.
However, we acknowledge that you decided to use the funds to play, and we regret that luck was not on your side.
We believe we have addressed the situation thoroughly and in good faith.
We appreciate your understanding and remain committed to providing fair and transparent service to all our players.
Best regards,
Casino Representative

They refunded me, but to my casino balance instead of my bank account as I requested. So, I ended up playing (encouraged to play) on the casino, and unsurprisingly: no winnings! So, it was completely pointless, except for them, of course…

They’re clever—they refunded me, but to my casino balance instead of my bank account as I requested. So, I ended up playing (encouraged to play) on the casino, and unsurprisingly: no winnings! So, it was completely pointless, except for them, of course… What a casino.