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Pokie Place Casino - Refund processed twice but declined and still not received

RESOLVED
Complaint Info
Disputed casino Pokie Place Casino
Reason Refund declined
Amount $ 150
Posted on November 16, 2020

There was an authorization issue with the bank and deposits and the casino has agreed to refund all 5 deposit transactions in the account. However only 3 were reflected back in the bank card. The casino said they processed the other 2 refunds twice but processor has refused. Now the 2 pending refunds never reached my bank and now they changed their minds and they do not want to refund any more. I talked to my bank and they said it is impossible for the merchant not to be able to process the 2 refunds as the other 3 transactions have gone through without problem.

AskGamblers
Posted on December 2, 2020

Dear all,

This complaint has been reopened as per the casino'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 December 3, 2020

Dear Babyshopph,

I have been in contact with our payment team and we have tried to make the 2 payments but unfortunately, your bank is rejecting the payment as you claim that you did not make the deposits.

I hear that your bank account that made the original deposits is now closed and you would like the refund to go to another card. Unfortunately, due to security reasons, we are unable to make that transaction. I would recommend that you speak to your bank and try and get the account open and also ask them to investigate why they rejected the transaction.

Yours Sincerely
Pokie Partners Team

AskGamblers
Posted on December 7, 2020

Dear @babyshopph12,

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

Kindly note 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 and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

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