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Casino Extra - Problem with non-credited deposit again

REJECTED
Complaint Info
Disputed casino Casino Extra
Reason Amount not credited
Amount € 500
Inactive user
Posted on July 8, 2020

Hello, I open a complaint following a deposit at casino extra which was withdrawn from my bank account and not credited to my player account, after exchanges by email with customer service, the service tells me that I am not made deposit with them .. however my rating everything to work at the time of deposit and was well withdrawn to my bank account see photo, I even contact customer service the same day of deposit to know how it started it was t it that the amount was not credited I was told to wait or renew a deposit ... I ask you again today for help to solve the problem and especially to know how it does it. (I already had a problem with them not so long ago for 3 are withdrawing from my bank account and only 1 had been credited to my player account hours we could not be reimbursed but that after 15 days when Waiting for an answer from the extra casino service and thank you for your understanding

AskGamblers
Posted on July 8, 2020

Dear @Klk18,

The AskGamblers Complaint Team is kindly asking you to update your complaint accordingly and clarify the total amount of the disputed withdrawal request/s.

Please keep in mind that, as per the AGCCS Guidelines, providing updates in a timely manner is a must.

Thanks for cooperating with the AskGamblers Complaint Team.

Inactive user
Posted on July 8, 2020

hello the amount is 500 euros, I would like to specify after several exchanges by email or chat on their platform, the casino extra site does not find my payment, awaiting their return

Inactive user
Posted on July 9, 2020

hello, no more news from the support service by email for 2 days we asked me the last 4 digits of my cb for verification, more news since and the chat on their site it's the same always the same answer wait patient wait ..

AskGamblers
Posted on July 17, 2020

Dear all,

This complaint has been reopened as per the submitter's request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved in the dispute reach a satisfactory resolution.

Posted on July 17, 2020

Dear KLK18,
As its known, we are going back and forth towards your case.
No other comment has been shared on this thread, as we do not have a full investigation concluded and a final answer for that case.

I have been monitoring the email exchange and phone calls attempt regarding your case.
Before proceeding with the adjustment of your balance, we need a confirmation from our Payment Processor that the funds were received or reverted at any point.

Until this right moment, we do not have a positive answer regarding this matter.
Rest assured, we are working very hard and efficiently in order to have this issue solved.

Your patience is highly appreciated.

Best Regards,
Sam
CasinoExtra Team

Inactive user
Posted on July 18, 2020

hello,
yes indeed I had many contact by email and also by phone, you were able to reassure me that you would do your best for a refund, on my side I send all the pieces that I had asked for proof of the withdrawal on your part, here it is 2 weeks now so I hope that a refund solution will be found as soon as possible and above all to avoid this problem facing other customers because me personally if I should redo a deposit at you I would not go by CB, all the deposits that I made by cashlib at your home never had a problem, two deposits by CB 2 problem .. Thank you for your understanding

cordially

Posted on July 20, 2020

Dear KLK18,

We do understand the waiting time, bare with us, as we are in touch with several departments and payment processors.
Those responses can take a little longer than expected and we are aiming to have this issue addressed once for all.

As informed, I have been monitoring the email exchange and following up on your case personally.
Once again, rest assured, we are working very continuously and efficiently in order to have this matter solved.

Your patience is highly appreciated.

Best Regards,
Sam
CasinoExtra Team

Inactive user
Posted on July 20, 2020

Hello

yes I understand that there are checks and this is normal, I trust you to be able of course to resolve this problem and reimburse me and also know why the problem took place.

I hope to settle this problem this week because it's already been 15 days that I wait

cordially

AskGamblers
Posted on July 24, 2020

Dear Casino Extra,

Please let us know if there are any updates regarding this ongoing complaint. Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly.

Thanks in advance for your cooperation.

Posted on July 24, 2020

Dear KLK18,

We do apologize for the waiting time, bare with us, as we are still trying to work it out with all the Departments and Payment Processor.
You will be informed on the exact moment we receive some updates.

Your patience is highly appreciated.

Best Regards,
Sam
CasinoExtra Team

Inactive user
Posted on July 24, 2020

Hello sir

I'm patient of course but it's starting to take a long time and especially since Monday by email I was told that the problem would be settled this week, here we are on Friday and still no money credited to my player account !! Please understand me that with all the supporting documents that I have been asked for plus the verifications on your side in 3 weeks I do not understand that you on your side do not have all the answers for my refund, the amount was withdrawn from my bank account to your platform that should be quickly found, of course I do not question your work! Here I hope that the problem will be solved as quickly as it becomes very painful to wait without a response like this!

Posted on July 24, 2020

Dear KLK18,
I'm getting back to you after a very extensive and deep analysis regarding your case.
Once again we apologize for the delay, therefore, we wanted to be assured the research is accomplished at its best, not leaving any margin for a mistake.

After several documentation and requests, it has been stated by our Financial Department and Payment Processor's Partner those funds were never transferred to us. In our system, we don't have registered that specific attempt of depositing, furthermore, our partner did not encounter any sum related to your deposit and receipt.

We did take into consideration, your bank statement, credit card number, email address, date of deposit, personal information, and everything else that could be useful on the investigation to trace the deposit. Sadly, none of them lead CasinoExtra and our Partners to locate the deposit in question.

We do apologize for any inconvenience that may be caused, therefore, the best advice is to contact your Bank as those funds were never addres­sed­/tr­ans­ferred to us.

We wish you the best of luck.

Best Regards,
Sam
CasinoExtra

Inactive user
Posted on July 27, 2020

Hello . very disappointed with you and especially to have lost my money. I had already encountered a problem at the first deposit and you were very well able to find the problem that came from you and had me repay! except that for this second much larger deposit you tell me that on your side nothing is found I have contacted my bank several times which of course told me that I had validated my payment via securipass on the application of my bank and that if the funds have been withdrawn it is because the payment has taken place !! I have no recourse from my side for a refund with my bank knowing that I myself validate the operation the only thing he reimburses is on credit card hacking !! I clearly think that it is you who have a problem and that this payment has taken place and that you have no trace of your quotation !! no additional commercial gesture was offered on your part. you clearly stole 500 € from me! sorry ...

AskGamblers
Posted on July 28, 2020

Dear Casino Extra,

The AskGamblers Complaint Team is kindly asking you to provide a detailed explanation of the issue along with all the relevant facts and evidence that could support your statements. Please send required information to suppor­[email protected]­skg­amb­ler­s.com directly.

Please note that according to the AGCCS Terms, we consider all the information presented during the course of our complaint process confidential and as such it will not be shared with third parties.

Please be in aware that in case you fail to respond and/or provide requested information within the given timeframe, the complaint will be closed as unresolved.

Thanks in advance for your cooperation.

AskGamblers
Posted on July 28, 2020

Dear @Klk18,

The AskGamblers Complaint Team is kindly asking you to assist the Casino Extra team further and to request an official statement from your bank related to the deposit in question, and to send it to the casino directly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process. Should you refuse sending the required info, we will have no other choice but to reject the case and recommend you forwarding it to the relevant regulatory body.

Thanks for your cooperation.

Inactive user
Posted on July 28, 2020

Hello ,
very well I will call my bank tomorrow to find out more and if it can give me the documents to ask ..

Inactive user
Posted on July 29, 2020

Hello

Here I had my bank on the telephone which gave me additional details concerning the deposit with you.
Transaction ID: 9852114
Transaction amount: 500.00 Eur
Date of the transaction: July 03, 2020
Authorization number: 14716357

However, this one asked me to see directly with the site concerned and that no claim can be made from them as long as the withdrawal was validated by me and withdraw

I can not do better I send to the casino extra the statement of my bank account the image of my bank account with the withdrawal made ... Awaiting a return if only positive even if I have the impression that there will be none .. and that they steal my money

thank you for your understanding and waiting for your return

Posted on July 29, 2020

Dear KLK18,

We do appreciate the extra information, therefore, they cannot be used in our research.

The Financial Department of CasinoExtra is kindly asking you to share with us, an official statement from your Bank.
Where it's stated the Printed Date, Stamp Date, Signature from an employee of the Bank, and all matching transactions from June/2020 up to today's date.

- The document must be printed and contain all the above, otherwise, it won't be accepted.
Without the required document, pre-informed by CasinoExtra and AskGamblers we won't be able to check any further your case.

Thanks for your cooperation.
Sam
CasinoExtra

Inactive user
Posted on July 29, 2020

So if I understand correctly it is a statement of account for the month of July, its fall well the month this finished so as soon as I have the official statement I send it to you .

AskGamblers
Posted on August 2, 2020

Dear @Klk18,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if the required verification paperwork has already been sent to the Casino Extra team accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process. Should you refuse sending the required verification paperwork or fail to update your complaint in a timely manner, we will have no other choice but to reject the case and recommend you to forward it to the relevant regulatory body.

Thanks for your cooperation.

Inactive user
Posted on August 3, 2020

hello, I sent my official account statement and no extra casino response for the moment.

Posted on August 4, 2020

Dear KLK18,

We confirm that an attachment was received on 01.08.2020, therefore, the same document does not comply with what has been requested previously. The document in question is a simple PDF and does not meet our requirements.

I take the opportunity to remind you what document we are looking for, other than that, no other document will be accepted.

The Financial Department of CasinoExtra is kindly asking you to share with us, an official statement from your Bank.
Where it's stated the Printed Date, Stamp Date, Signature from an employee of the Bank, and all matching transactions from June/2020 up to today's date.

Once again, we do appreciate your cooperation and understanding.

Best Regards,
Sam
CasinoExtra Team

Inactive user
Posted on August 4, 2020

hello, good listen I did everything possible to show you that the problem of this deposit comes from your home and not from my bank which confirms it to me. the account statement that I will send you by email and the official statement for the month of July no signature on the part of my advisor is possible on this kind of documents, so to remind you: I send a photo of my bank account directly, a first account, then the second official, then the details of the transaction here are all the details and the proof of the deposit you have it I'm sorry, if you do not want to reimburse and admit that the error come from your place then my money will be lost and I could clearly say that it is you the thieves and not my bank which has no reason to do its ... (you ask me for a paper sign from my bank, I do not see what paper can she sign I had the details of the complete transaction that I am giving you ...) awaiting your return !!

Inactive user
Posted on August 4, 2020

for info the transaction was made in the month of july so why ask for a statement of account for this month there .. elsewhere. I will answer you by phone so this morning I will send here on the askgamblers site my account statement that I will send to you by email. I think that on this problem you are really bad times ...
sorry
cordially

Posted on August 5, 2020

Dear KLK18,

We are deeply sorry for the inconvenience.
As we did refund you the first time, it won't be any issue doing it again, once the transaction is located and confirmed.

We are well familiarized with French Authorities and Banks, we are certain the document can be requested.

I reinforce what has been said above, we need an official statement from your Bank.
Where it's stated the Printed Date, Stamp Date, Signature from an employee of the Bank, and all matching transactions FROM June/2020 up to today's date.

Once again, we do appreciate your cooperation and understanding.

Best Regards,
Sam
CasinoExtra Team

Inactive user
Posted on August 5, 2020

So if I understood correctly an account statement signed by my bank on the date that this one will do it to me !! wait you tell me about the first deposits and problem that I had at your place, I'm sorry but it's not all my fault ... I only noticed that my deposits via cb 2 times there were a problem with you.

Inactive user
Posted on August 5, 2020

send me a sample document which you need then

Posted on August 5, 2020

Dear KLK18,

Due to the GDPR, we cannot share such a document.

The information about the correct document has been very clear from the early stages of this thread.
You insisted on sending a document that cannot be taken into consideration, due to the officiality of it.

Furthermore, this kind of documentation represents a legal procedure that all banks do take into consideration all over Europe, and also the customer's right to request it.

Once you have the document following our request, please advise.
Until the document is not provided, we cannot look any further on your complaint nor follow up on this thread.

Best Regards,
Sam
CasinoExtra Team

AskGamblers
Posted on August 5, 2020

Dear @Klk18,

The AskGamblers Complaint Team is kindly asking you to assist the Casino Extra team further and send the required verification paperwork.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process. Should you refuse sending the required verification paperwork, we will have no other choice but to reject the case and recommend you forwarding it to the relevant regulatory body.

Thanks for your cooperation.

Inactive user
Posted on August 6, 2020

hello, listen I did everything to show my good faith, they ask me everything credit card number them account I got them on the phone ect ect ... I had my bank again this afternoon Apart from an account statement as I will send you or the details of the transaction as I will send you nothing more can be done as my advisor told me as long as the amount has been withdrawn it has arrived at a recipient and the recipient is you casino extra .. I'm sorry but I lost my money and in addition to its I am helping people ... if I would have if I would not have regained confidence with you seen the previous problem I had for my first deposit by cb! this is the second problem with you and the first time you know very well that it comes from your home and unfortunately it is again the case ... in any case whatever the final outcome of this story I would never have deposits with you again .. you really have a problem with your means of payment ...

Posted on August 7, 2020

Dear KLK18,

The information about the correct document has been very clear from the early stages of this thread and repeated several times.
It's clear that you do not wish to gather the requested documentation and you keep on insisting on sending secondary documents that cannot be taken into consideration.

If you do not have the document requested, kindly do not share any other document, as it will not be approved.
Once you have the document following our request, please advise, we would be glad to go through it.

Be aware that none of our players presented this issue as you inforcing.

As much We appreciate your intention on helping others, it won't be necessary, If you wish to be help anyone, please help yourself by providing the correct document.


Best Regards,
Sam
CasinoExtra Team

AskGamblers
Posted on August 7, 2020

Dear @Klk18,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if the required verification paperwork has already been sent to the Casino Extra team accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process. Should you refuse sending the required verification paperwork or fail to update your complaint in a timely manner, we will have no other choice but to reject the case and recommend you to forward it to the relevant regulatory body.

Thanks for your cooperation.

Inactive user
Posted on August 8, 2020

Hello ,
in fact you did not understand that my bank cannot give me anything real other than my account statements to prove the proof of the withdrawal. sorry but as I said and I repeat it again, I sent all the smallest details of the transaction, account image, account statement, my bank card number ect.
the fault comes from you and you are bad times that's all! why at the first problem that I had I had no problem to be reimbursed while I sent exactly the same documents !!!! it is not my fault if with the deposits of bank card which I made with you there is a problem of trasabiliter at the level of your payment platforms. I used to buy on the internet ect never had a similar problem, the only one is with you and of course casino not regulate in France even with a complaint its will not change anything I could not have a refund !! sorry but for me you are thieves or your platform center is people want to take responsibility on your side. ask you for a document that the bank cannot provide to just anyone and pad anyhow! as long as I have to pay and validate the operation and that it is withdrawn from the account then the money is with the recipient! very disappointed on your part I fought for weeks for my refund which in the end will not take place because you made no effort !!

and besides for info you asked me for my credit card number ect, my bank clearly told me that you had no right to ask your customers and that I should not have sent them to you .. but hey too late !

AskGamblers
Posted on August 10, 2020

Dear @Klk18,

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process. AskGamblers Complaints Team reached the conclusion that the above has not been respected, therefore we have no other choice but to reject the case, impose a permanent ban and recommend you forwarding it to the relevant regulatory body.

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