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Goodman Casino - Deposit still not credited to my account

RESOLVED

Complaint Info

Disputed casino

Goodman Casino

Amount

€ 25

GMonk Slovenia Message
Posted on December 13, 2021

After depositing with my psc account, the money vanished. In my account on Goodman i can see that the deposit was rejected, but paysafe completed the transaction and sent them money. I provided them with the transaction ID, merchant ID, psc account used to deposit + the PIN number of a prepaid card that I used to top up my account. Its now been close to 48 hours and they still cannot tell me where the problem is. Upon asking them for updates, they simply respond with the same generic answer as always: please wait, the relevant department is dealing with this issue. But the funny thing is that they fake having departments...all communication with their departments has the same exact e-mail address. DAMA n.v. states: all Paysafe transactions are processed directly by DAMA n.v. So i really dont understand why would they need more than 48 hours to solve this issue when they themselves are the payment processor and when i provided them with every information needed to solve this quickly.

GMonk Slovenia Message
Posted on December 13, 2021

Day 4, i still get no information from support on what's happening with my deposit. When i tried to confirm the fact that Dama n.v. owns this casino, the support said they only run under the license of Dama nv, which i found strange. Their footer clearly states: Copyright © 2021 goodmancasino.com is owned and operated by Dama N.V., a company registered and established under the laws of Curaçao, with registration number 152125 and registered address at Julianaplein 36, Willemstad, Curaçao. I wish they could be more straight with me. Any other info rather than Please wait some more, would be highly appreciated. Im just glad i made a rather small deposit here...

GMonk Slovenia Message
Posted on December 14, 2021

Day 5. Support still not giving out any information on my deposit and i think they are not actively solving this issue. My opinion is that if they were, they would be able to provide me with at least a bit of info on what is going on. Generic: wait a bit more, answers all the way.

Posted on December 14, 2021

Dear GMONK,

We are really sorry to hear that you have faced such an unpleasant situation. Our team is currently working on the issue you reported. We value each and every customer, and can assure you that we will provide you with detailed information and as soon as the investigation on this matter is completed.

Your cooperation and comprehension is highly appreciated!

With kind regards,
Goodman Casino Team

GMonk Slovenia Message
Posted on December 14, 2021

Dear Goodman, i understand there can be issues when processing large amounts of payments, what i don't understand is why your support is unable to provide me with any info on what is going on, and on the other hand, why is support requesting the same data from me over and over again, when ive sent you all the info and proof of payment the first day the problem occurred. I have provided all the information to prove my transaction. Pins, screenshots, accounts, Transaction IDs...etc. As an example how your guys are making me run circles: your financial department contacted me and wanted to know the pin of my paysafe card. Ive responded with typing the pin i used. 2 days later i get another mail, explaining this is not the right number from the prepaid card. I send support a photo of the prepaid card used...all of a sudden the pin is ok, and its the exact same number. Anyone that has a bit more experience in online casinos will know that this is usually a stalling technique most small casinos use when they have liquidity problems (/or they are simply a scamming company). Would help greatly if you could at least try to explain what is happening, where the problem is and what to expect. Replying to my question basically with We cannot tell you how long will this take, why it happened, or when this will be fixed. But would appreciate if you dont write to us with your questions and just sit quietly and wait until we feel like contacting you. And i find this unacceptable.

Posted on December 15, 2021

Dear GMONK,

We are sorry for keeping you waiting!

Currently, we are waiting for the answer from the payment provider. This is necessary in order to figure out the situation as good as possible.
The investigation on this matter will be completed as soon as we get any updates.

Hope for your understanding!

With kind regards,
Goodman Casino Team

GMonk Slovenia Message
Posted on December 15, 2021

Dear Goodman,
thank you for your update.

GMonk Slovenia Message
Posted on December 15, 2021

Dear Goodman,

this is the reply to me from Paysafe regarding this issue;

Dear .............,

Thank you for your email.

Please be advised that your payment was successful.

An overview of transactions is available in the "My transactions" area of your account.

When you click on the transaction you should see the Transaction ID of this particular transaction.

Please contact the recipient of the payment with the transaction details. Then they will be able to track the transaction and give you further details.

If the merchant claims the payment was unsuccessful, please provide us with a photo of your correspondence with them where they claim that as a reply to this email so we can escalate your case.

Make sure photos do not exceed 5 MB.

Kind Regards,

Your paysafecard Team

*** will you be able to transfer my money that you clearly have in possession on my Goodman account or refund me ASAP or should i do as Paysafe asked me and send them our chat transcription?

thank you

Posted on December 16, 2021

Dear GMONK,

We are sorry for keeping you waiting!

We are still waiting for the answer from the payment provider. Unfortunately, there are no updates from them for now.
The investigation on this matter will be completed as soon as we get any updates.

Hope for your patience and understanding!

With kind regards,
Goodman Casino Team

GMonk Slovenia Message
Posted on December 17, 2021

Dear Goodman,

its been 8 days. In this time ive sent you all the proof of payment multiple times, provided you with the pin of the prepaid card i used & got in contact with paysafe, confirmed the payment with them, and forwarded the information to you. Perhaps instead of waiting for their email reply you could maybe call them and confirm what you need to confirm?

Posted on December 17, 2021

Dear GMONK,

We are pleased to announce some good news for you! Please be informed that, according to the response from the payment provider, your deposit has been successfully credited to your gaming account.

Your funds are currently waiting for you along with an exciting offer of 100% First Deposit Bonus. We have sent a notification to your email with the details of the transaction as well.

We would like to thank you for your comprehension and patience on this matter!

Hopefully, this situation may be considered to be successfully resolved, and you will be pleased with time spend in the Casino.

Best regards,
Goodman Casino Team