Complaint #1 Euro Max Play Casino

not honoring deposit

By heavs1

12 years ago

Message on forum

I decided to open an account at Euro Max Play, a sister casino to Winner casino (playtech).

I deposited $35 to receive a 500% welcome bonus, very generous, using the Idebit payment service.

The deposit went through, and I received confirmation in my bank account immediately that the money was removed. Unfortunately during the deposit a CASINO error occured, stating: Unable to log you in....please contact customer support...etc.etc. along with the phone number to winner casino. I contact live support immediately, and they say that they cannot see a transaction. I then contact Idebit, who immediately sees the transaction, and assures me the casino has received their money. They suggest to have someone at the casino contact them by telephone to have the matter quickly resolved....the casino refuses. The casino then asks me to send a screen shot of my banking page to confirm the payment has gone through, which I do, but still getting nowhere. They advise me to wait patiently for a couple of hours, so I do...still nothing. It is now the next day, no one from the casino has updated me as to anything, the "supposed" 24/7 support is closed, and I still have nothing to show for the money I deposited. My advice is to avoid Winner and all it's affiliates. I have deposited at online casinos for years and I have never EVER heard of a sucessful deposit being held on a customer for 24 or more hours from the time of deposit. It was acknowledged by Hugh, a manager there that it is evident I deposited, but they will email me back when they figure out how to proceed....ridiculous! I just want to play.

Disputed Casino Euro Max Play Casino

Reason Amount not credited

Discussion

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Euro Max Play Casino Complaint Stats

Resolved 0 / 2

Avg. Amount N/A

Avg. Complaint Duration 18 days

Avg. Response Time 4 days

Euro Max Play Casino Complaints

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Euro Max Play not honoring deposit

I deposited at Euromax Play using the Idebit service. I have used Idebit many times, and am familiar with how it works.

The transaction was successful and the money was removed from my bank account. During the final phase of the deposit, a CASINO error appeared. "Unable to Log In, contact customer support at" and then the phone number for winner casino appeared.
I called them immediately, and they tried to tell me the transaction never happened. I spoke with a supervisor, who had me send a screen shot of my online bank account to prove that the deposit went through. He finally concurred that the deposit actually happened, and that this is a casino error, HOWEVER the process will now be that they have to figure out what happened first before they credit my deposit so that it doesn't happen again in the future. I was promised that someone would email me back shortly.
Almost 24 hours have passed, still no word from anyone, and when I contact live support they advise me it will be at least another 24-72 hours before I can expect any sort of resolution. I have been a microgaming depositor for years now, and this sort of thing would never happen. I only recently started playing at Playtech and I find the casinos to be much less reputable than other brands. The customer service is awful, the reps barely understand English, provide no empathy or assistance willingly. You need to poke and prod them into giving you pat answers. My advice is to avoid the Winner group of casinos altogether!
I have since contacted Idebit security and they already contacted the casino, and they do not understand why this is not resolved

Unresolved