Ag Awards
en - Credit card overcharge

Complaint Info
Disputed casino
Reason Double charge/Refund
Posted on May 16, 2014

I made a deposit with this casino and they double charged my credit card. I've spoken to them numerous timesJ by phone and by email and they have yet to rectify this issue. It has been confirmed by two different people that my account with them only shows one deposit (as it should) but my credit card shows two withdrawals of the same amount at the exact same time. These people are not trying to give me my money back. I even provided a screen shot of the transactions as per their request and now they won't respond to my emails.

Posted on January 17, 2014


Thank you for making us aware of your issue.

A member of the customer support team will contact you today to discuss this matter further.

If they are unable to contact you via telephone they will email you an explanation of what has occurred during this transaction and also how to go ahead and resolve the issue.

Many Thanks

Customer Support Team

Posted on January 17, 2014

Thank you for responding. If you can mail me a cheque of the extra money that was taken that would be greatly appreciated.

Posted on January 20, 2014


We are unable to disclose details of the transactions made on your account on a public forum due to data protection laws.

In light of this we kindly refer you to the feedback provided to you via email and suggest you take the necessary steps recommended therein.

If you have any further questions regarding this issue or would like to discuss this further please do not hesitate to contact us directly.

Many Thanks

Customer Support

Posted on January 20, 2014


Disclosing details isn't necessary in order to reimburse me, and I haven't received an email from anyone since January 12th so I don't know what feedback you're referring to.

Posted on January 21, 2014


We are sorry that you did not receive our email sent to you on the 17th. this email has been re-sent to you again earlier today for your information.

In light of this we would like to thank you for contacting our customer support team instead to find out further details regarding this issue.

As you are now aware we are unable to reimburse this deposit and have given you the reasons why this is the case.

As a result you have requested for your personal information to be sent to you - this information will be sent to your registered email address today.

We hope that once you receive this information you will also follow our recommendations to assist you in resolving your problem.

If again you fail to receive our emails please let us know directly.

Many Thanks

Customer Support Team

Posted on January 22, 2014

The information you sent was not what I requested. I'm not interested in seeing my account details on your site. What I asked for was to see the transaction that you claim did not go to your company's bank account. Who do you bank with? Can you email a screen shot or attachment of your bank statement that shows transactions on the date of this incident between the hours of 11:00pm to 12:00am eastern time. What you sent conflicts with the times reflected on my statement. In addition to that, you claim that I tried to make two more deposits. This is impossible. I deliberately used a card with a certain amount of money on it to avoid a situation like this. Why would I try to make another deposit of the same amount knowing that there would be insufficient funds. That doesn't make sense.

Posted on January 22, 2014


We are confident that the information provided to the player is completely accurate and as a result we are absolutely certain that no funds are owed to the player.

We have directly emailed the player several times regarding this issue and have also explained as much over telephone conversations held with our customer support team.

In light of this we consider the player's query addressed and will not be entering into further correspondence with the player through this public forum regarding this issue.

We of course remain available, should the player wish to contact us directly.

Best Regards

Customer Support Team.

Posted on January 22, 2014

According to your one of your staff "transactions run on GMT and cannot be changed to reflect any other time zone". GMT would mean that you are five hours ahead of eastern time. I authorized one deposit at11:41pm so the time reflected on what was sent to me should have been 4:41am. Can you understand my confusion?

I would be more than happy to upload the screen shots for comparison. 

Posted on January 26, 2014


Please be assured we are currently reviewing and investigating your query.

Many Thanks

Customer Support Team

Posted on February 7, 2014


We have yet to receive any further communication from the player directly updating us or providing any further information which would somehow shed light on the alleged missing deposit.

Similarly we have yet to see any evidence of the player following our recommendation to take the matter further with their credit card issuer.

This issue has been extensively investigated and evidence supporting the outcome have been given to the player.

Should the player wish to contact us for any other query or to provide us with new information regarding this issue, then by all means we are always available via email, chat or phone and the player should not hesitate to contact us immediately and directly.

However in the absence of new information being provided we consider the matter closed and will not discuss it further on this forum.

Best Regards

Customer Support Team.

Posted on February 8, 2014

I really wish you guys would stop lying. The screen shots are proof enough. Yet you refuse to provide the proof that I've requested showing the transaction that supposedly didn't happen between the hours that I specified on the date of this incident. Please refer to my last comment regarding the time discrepancies and the screen shots that were emailed to you weeks ago. In regards to not "following our recommendation to take the matter further with their credit card issuer", my credit card issuer was my first point of contact when my card was declined. All of this was addressed in the last email that was sent to you. I'll be posting those as well.

Posted on February 8, 2014

Discussion Thread Response Via Email (Calli W.)22/01/2014 18:29

Dear Jahnaya,

My name is Kelly I am contacting you from the support team here at in regards to your account.

We have verified and received confirmation from our finance department that only one payment was made to us and received on your account and to prove this we have provided you with all the necessary information including a screen capture of your account’s transactions. Please be advised that for comparative purposes our transactions run on GMT and cannot be changed to reflect any other time zone. 

We have been consistent in our communication with you, provided you all relevant information and had it checked and corroborated by our finance department further investigation. We have no qualms in rejecting your unreasonable request to provide you with a copy of our casino’s bank statement. 

We reiterate our initial and constant advise to you and ask you to please proceed to contact your credit card provider in order to obtain further information as to why your card statement was showing an additional transaction.

Should you require further assistance in the future, please don’t hesitate to contact us again atsupp­ort­@ca­sin­o.c­om or by Live Chat 24 hours a day, 7 days a week.

Kindest regards,

Kelly Support

Email:­ su­ppo­[email protected]­cas­

International Dial: +350 200 44793

Fax: +44 208 166 1325

Posted on February 8, 2014

Date: Wed, 22 Jan 2014 17:01:45 -0500

Subject: Re: Your Account. [Incident: 140117-004944]

From: jahnay­api­lgr­[email protected]­hot­mai­

To: mansio­[email protected]­mai­­sth­

Hi Kelly,

I contacted my credit card provider two weeks ago after I tried to use my card and it was declined. They advised me to contact Onisac. I've made several attempts to contact this company with no success. After being prompted to hold the call disconnects. Also, I've never had an issue with this credit card company in the past so I'm sure you can understand my suspicion and why I've been so adamant about obtaining satisfactory explanation from your company.

In regards to the conflicting times that the transactions were made; according to you "transactions run on GMT and cannot be changed to reflect any other time zone". GMT would mean that you are five hours ahead of eastern time. I authorized one deposit of $60 at 11:41pm so the time reflected on what was sent to me should have been 4:41am. Can you understand my confusion? 

Posted on February 8, 2014

My last email was sent on January 25th asking if anyone could explain this. I didn't get a response.

Posted on February 11, 2014


Please see the below information provided to us by our 3rd party payment processing specialists.

We hope that this information will be sufficient for the player to advance his claim with his issuing bank:

“Please be advised that the client is charged only once by the acquirer and we are not ‘holding” any additional “reservation money” on our side.

Please be advised that a lot of issuers take authorization money at the date a transaction is processed and put it aside and sometimes it is visible to the end user.

Once the transactions are being transmitted to the bank the money is indeed charged from the client’s card (the real charge usually takes place a couple of days after the transaction is processed). In case the issuer puts aside the money for the authorizations it should be returned to the account later on.

Every issuer bank has its own policy and in the case of the client below it appears that the issuer bank is holding the money for 28 days; it is the issuer bank who has the policy to hold the money for one more month and it is not connected to an issue on our or on the acquirer bank end.

If the issuer bank still claims that they need additional information from the acquirer in order to release the additional amounts put on hold (“cancel the reservation”) please kindly ask the customer what kind of details was requested by the issuer and we will forward the request to the acquirer bank.”

We will not be entering into further correspondence on this matter on this forum - our complaints handling process is well established and includes escalation by a complainant to the Gibraltar Gambling Commissioner if the customer sees fit.

If the player seeks any further assistance from us we would encourage him to contact us directly (as we have repeatedly advised), as no further response will be forthcoming via this thread.

Many Thanks,

Customer Support Team

Posted on February 14, 2014

Why would there be a need to put aside money for a prepaid credit card?

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