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Slots Heaven Casino - Missing Withdrawal Payment

UNRESOLVED
Complaint Info
Disputed casino Slots Heaven Casino
Reason Delayed payment
Amount $ 600
Posted on March 27, 2021

I had a $600.00 NZ payment processed on 27-02-21 and after 10 working days the funds had not shown in my account. I contacted Slots Heaven and they provided an ARN tracking number. I called my bank and was told that due to changes in their policy they no longer accepted payments to credit cards from overseas casinos and the funds would have been automatically rejected and returned to them. They said the ARN number means nothing to them because the funds never entered their system. I provided Slots Heaven with bank statements and letters from my bank, which included their policy change information. Slots Heaven appear to be saying the ARN number they provided is all the proof they need to show it was paid, but it doesn't prove that they didn't receive the money back. I have suggested they trace it from their end, but now they have stopped replying to me. I have also requested information relating to the bank they used for the transfer so I could ask them directly about the ARN number and where the money went and so far they have remained silent.

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