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Casino360 - Bank transfer payment never made it to my account

RESOLVED

Complaint Info

Disputed casino

Casino360

Amount

€ 100

Posted on June 30, 2021

Everything below is factually true and backed up by evidence.

Over a month ago I requested €100 withdrawal from from Casino 360 via bank transfer. The money was pending for over a week. After chasing on email and chat someone finally got back to me and said the money needed to be manually transferred. The casino claim this was done successfully from their side, however it never made it to my bank. I believe due to the money not being sent in EUROS as it was not taken in EUROS when I deposited.

I then over the course of 3 weeks requested the remaining balance be sent via Skrill. The company ignored this request for two weeks and came back saying their company cannot do skrill withdrawals. You will see however from my evidence this is factually untrue. I have received skrill withdrawals from their sister sites (same company) no issue. So their company can do skrill withdrawals.

They do not offer card withdrawals (even though they let you deposit) via card, The withdrawals they have claimed to send manually have never reached my bank. Their company DOES and has sent me skrill withdrawals, so I need askgamblers to help me mediate and get the casino to send my remaining balance back to my skrill account (which has been verified).

Thank you in advance.

Posted on July 4, 2021

Hello,


Thank you for reaching out and I am truly sorry for any inconvenience caused. As discussed directly with our agents the funds were sent manually by our payments team and in order to further investigate we need to see a bank statement for the relevant dates. Would you be so kind and provide it to us so we can proceed?

In regards to the Skrill, we did offer this payment option at some point however it has not been available for several months. The list of all options is visible and correctly displayed on our site within the payments page and your account directly.

Thank you for your understanding.

Best regards,
Casino 360Team

Posted on July 4, 2021

As previously stated to you in emails MULTIPLE times my bank does quarterly statements and I cannot provide one until the next quarter. So I supplied you with a screengrab of my bank history covering the period you 'Sent' me the money and I supplied this to askgamblers. You have evidence the money has not been received. I suspect this is due to you sending the money in a non euros payment, which you were advised my bank would reject. I believe you sent it in a non euros payment as my deposits for your site were taken in non euros payments.

As I have proven your company is still sending money to players via skrill. Abuntia NV (your company) is still actively sending payments via casinomia (closed in last month) and betilt and roku are offering skrill withdrawals and deposits. Therefore I request you stop lying and your company send me my remaining balance and the €100 I did not receive via skrill and then close my account.

This has been going on over two months and is utterly shameful.

Charlotte

Posted on July 8, 2021

Hello again,


Thank you for your response.

I am afraid we are not partnered with Casinomia and the Skrill option is not available with us. However, I would like to confirm that your withdrawal was delivered to you on 16/06 as shown in your bank statement. In addition, due to your complaint, another withdrawal for the same amount was sent to you manually which should have reached your account by last Saturday.

This sum will be deducted from the remained of your balance and that amount also sent manually should you agree to the method?

I will be waiting for your response.

Thank you once more for your understanding and I am sorry for any inconvenience caused.

Best Regards,
Casino360

AskGamblers
Posted on July 12, 2021

Dear @chazzabren,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

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