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Euro Max Play not honoring deposit

UNRESOLVED
Complaint Info
Disputed casino Euro Max Play Casino
Reason Amount not credited
Posted on May 16, 2014

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

Posted on May 8, 2013

Hello,

We would like to inform you that here at Euro Max Play Casino it is our top priority to provide the best experience to all of our customers. In order to do so we are more than happy to check and assist with any concerns that may occur.

We would like to give you an update on your queries. There was a certain delay with your deposit which was caused by minor technical difficulties. We are glad to now confirm that the issue was fixed and the transaction has been completed and credited to your account.

As for the access to your account - we have noticed that you have managed to log in your account in the last 24 hours. Please let us know if you have any issues logging in to your account. We will check immediately.

We would like to apologize for any inconvenience caused. As a gesture for the trouble, we have issued several bonuses and there is another one waiting for you – you only need to log in and claim it.

We hope you will enjoy your stay at Euro Max Play Casino and you will have a great time!

AskGamblers
Posted on May 12, 2013

 Is this complaint resolved?

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