Complaint #3 CrystalCasino

Games and software not working, decline request for a refund of my deposit

By mummyjr

11 years ago

Message on forum

I am very worried about the legitimacy of Crystal casino. I opened an account with them on 28th October and deposited 50 Euro. EVERY slots game returns an error code of '0' so I am unable to play any of their games. None of the links I click on work - e.g. installing their own plug-in, messaging their support, NOTHING WORKS! I emailed them to ask them to refund my money and was told to request a withdrawal through the 'my account' section of their website which I did but it stays pending for days and the 50 euro remains showing in my account. I have emailed them a few times since demanding my money back and am told I will lose a percentage as I haven't turned over enough of my deposit(even though I had no bonus!). I told them this was unfair as I am unable to turnover any of the money as I cannot access any of their games. I finally agreed they could deduct their percentage and have now had an email saying they are having problems with refunding money to cards and suggesting I open a money booker account! I have played at many different casinos and never experienced anything like this - they should be refunding my deposit back to the card I paid with. I am not happy to open a money booker account so it appears my deposit is dead money.

Disputed Casino CrystalCasino

Reason Double charge/Refund

Amount €50

Discussion

mummyjr

• 1 reviews

11 years ago

I have today received a refund of the 50E to my credit card account. Thank you for eventually resolving this matter.

mummyjr

• 1 reviews

11 years ago

Thank you. I will check my card account over the next few days and let you know when I receive the refund.

CrystalCasino

• Representative

11 years ago

Dear Mummyjr,

Your refund of EUR 50 has been processed today without any commissions. Reimbursement of this kind may take some time (up to 30 business days). This was the main reason for us to suggest a refund via other payment system: using Neteller or Skrill you'd get your money back in an hour upon payoff as a maximum.

Due to the fact we've processed this refund to the card you've deposited with - there was no need in providing verification.

Please accept our sincerest apologies for this issue and delay occurred while we've been figuring out all the details.

Best regards,
Alice

mummyjr

• 1 reviews

11 years ago

I have NEVER been asked for identification documents and for your information I will not be sending them. There is no point in me sending in the documents when I know I am not going to be playing on your site. I have never come across an online casino that does not refund money to a card that they took it from and I am not prepared to open up any type of account, be it Skrill, Neteller or whatever, just for the reimbursement of 50E. You are obviously unable to refund my money so I will have to take this as a lesson learned and stick with the British sites.