Reclamo #184
Mr Green Casino
Mr Green Casino - Not refunding me for months now
6 anni fa
On the 26th of July I found out my account was blocked. I had made an extra account due to forgetting the password of 1st account. After finding out my accounts were blocked I talked to your coworker on live chat who helped me retrace the password to my first account. He told me that he would leave the second account blocked but my that my money would be sent back to the bank account it came from. So far so good you would think. I thought it was great service because I was in the wrong at first. He also told me it would take 1 day for the money to be back in my bank account. I contacted customer service after 3 days, asking about the money. They told me it could take up to 5 days. Well that's fine by me, but after 5 days the money wasn't in my bank and my first account was also blocked, the one they told me could remain open. I asked again at the live chat and they tell me I have to verify the second account before they can sent me my money back. I sent the needed documents. I get a reply that the refund has been sent to my account. I wait. Next thing they tell me I also need to verify the first account so I sent the documents (for the third time). Still no money. I contacted them again, and I'm told to sent my banking documents. Okay I'll do that. I even included the banking account nr in that email and uploaded a receipt from my bank proving I deposited from that bank account. Still no money, I wait for like 10 days and contact them again they say that they've sent the money to bank account XXXXXX and I see there's a typo in there. I again explain that they've made a typo, which can be easily checked if you just check my deposit. They just ignore my email and keep on repeating that I'll have to sent proof of the money not being in my account. They asked for my bankingreceipts for the whole month, which is hugely invading my privacy but I understand that they need to check this so I sent it. The person I email with apparently cannot read because she claims it's the wrong bank account. But it's actually them who made a typo in the accountnr. I've uploaded all info TWICE, proof of Deposit, banking info for a whole month. Now I'm more then 2 months and countless emails further and I haven't recieved my money back. I get that it's not allowed to have 2 accounts of course, but I never had a chance to play with 2 accounts at 1 time and I never had a malicious intent creating the second account, I just forgot my password for the first 1 and had changed my phone number so it was hard for me to retrace the old password. I get that it takes time to find out exactly if there's no fraud going on.. But I've been waiting and contacting you guys for 2 months now and customers service has been rude and unhelpful and you've lost a good customer to this. I could accept if the rules were that the money on a second account will be lost or anything. But to keep on telling me multiple times that I will get the money back and tell me to upload some very private files. That just makes me so dissapointed, because of all the effort I put in it without any result. If I was just told right away that you won't give me a refund I of course would feel bad but I could accept that better than leading me on like this. I just really want my money back, and to not have waste anymore time on this problem then I already have. Also I'm not asking for anything very hard, just to sent the money back to the account it came from.
Discussione
Statistiche sui reclami di Mr Green Casino
Risolto
74 / 90
Importo medio
$5,261
Durata media del reclamo
9 giorni
Risposta media
1 giorno
Screenshot
