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Reclamações de cassino

Deposits not credited to my account but charged by bank

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Por Caseybuck
há 5 anos

I am submitting this complaint due to depositing issues.

There have been 10 transactions in total. And all of these deposits I made via credit card payment.

They did not get credited to my casino account. But they were all charged to bank account.

At the time I spoke to some customer agents on the live chat. And I was misinformed that the money would just get refunded by my bank. After waiting for this to happen and doing some research into this discrepancy. I found that I was given misleading information and spoke to a new agent who said they had lodged these depositing issues to the finance / payments department, and it was under investigation.

I have checked in everyday for the last week, and have not been told any information whatsoever in regards to the status of my issue I have just been told to “wait a little longer”. I feel like this is being dragged out and nothing is being done to refund my missing money.

I supplied the casino with all relevant information including screenshots of all transactions that were charged to my account and screenshots of my transaction history on their site.

Cassino em disputa Cleopatra Casino
Motivo Valor não creditado
Valor $165

Discussão

User name

Dear @Caseybuck,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint 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.

User name
Dear all,

Casey was provided with the data from payment provider regarding unsuccessful transactions. The mail was sent on 01.06.21 by our Customer Support Team agent Sara. There was clearly seen that the reported transactions were not successful, and the player had not been charged for them. During the same period (30.04.21-01.04.21 UTC TZ) there were also successful transactions. These documents were also sent to askgamblers support to proof their existence.
On Saturday 5 June 2021 we have got Casey's reply where she agreed that she was not double charged by our casino but she lost her money with her bank commission. Unfortunately, we can not influence any bank commission. And at the same time, we had provided enough proof that our payment system experienced no issues back then as unsuccessful transactions were followed by successful ones.
User name

Dear all,

This complaint has been reopened as per Cleopatra Casino request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved into the dispute reach a satisfactory resolution.

User name loyalty-level-2
The total amount that I am disputing is $165.00
A break down of the figure is
- x7 transactions charged at $15 = 105
- x3 transactions charged at $20 = 60

Raio-X do Cleopatra Casino

Resolvido 12 / 12
Valor médio $964
Duração média da reclamação 6 dias
Resposta média 2 dias

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Cleopatra Casino Reclamações

Veja todas as reclamações deste cassino
Problem with the account
Hello, dear Askgamblers team,
I have registered with Cleopatra Casino. I was lucky and won something. The next day I could no longer log in. My account was blocked. I contacted the casino by email. They then asked me to verify my identity, which I did every time. After I had complied with all the requests several times, I realised that new requests were coming in every day. Now I also have to present my bank statements for the last 3 months. The casino still owes me around €1,350. Please find attached my correspondence with the casino as proof.
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Technical Issue payout still not processed

Simple issue.

I am a fully verified player at Cleopatra Casino and have been for years. Have been paying at Cleopatra Casino for years, rarely a problem. I was playing there on August 19. I deposited $25 CAD through Bitcoin. The deposit was accepted and converted to euros as I requested. I was not playing any kind of Bonus or Free Play. I was fortunate to win some money and after making sure that I had played through the playthrough amount of $25 CAD, I then requested a payout of $100 Eur.

The payout sat in a pending state all day.

The next day, Aug 20, I canceled the payout and re-submitted using a different Bitcoin address. It's now Aug 23, the end of the day, and the withdrawal is still posted as pending. I have contacted customer service twice and VIP players once. They all say there is a technical issue and please be patient, no other details have ever been given. VIP came back with:

Hello,

Thank you for your email.

There is an escalation to the technical team to investigate what went wrong. Please do not recall the withdrawal. We will not take responsibility if you will play your funds. There is a technical issue. We are still waiting for an update. In the meantime enjoy the play with a bonus. 20EUR with 10 times wagering is on your account.

Beginning to think that 1). Cleopatra Casino is dying and 2). I will never see my funds.

I sincerely hope that AskGamblers can gain additional insight and assist in recouping my funds.

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Pending withdraw 6 days

Hello! I have a pending withdrawal of 4000 EUR 6 days, I spoke to different agents, some say I am in the queue for payment, and others say technical problems, it has been dragging on for a week, interestingly I had 5430 EUR to withdraw, but I placed two orders like us the agent said because there is a maximum of 4000 euros per withdrawal and I once gave 4000 euros and another 1430 euros which went through in 8 hours, usually withdrawals went through in a maximum of 8 hours, but now they are just delaying the payment.

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Cleopatra is not paying my winnings

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So, in summary, I won 400 euros. They won't pay it due to a "technical issue" and they sat try again tomorrow without offering an alternative.

This to me is highly predatorial and I assume an effort to not pay winnings.

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Hi,

I made 23.03.2021 total of 4 withdrawals from Cleopatra Casino:

March 23, 2021 14:23 Pending Cashout Bank International 500 EUR
March 23, 2021 01:56 Pending Cashout Bank International 1,000 EUR
March 23, 2021 08:50:15 Accepted Cashout Bank International 502 EUR
March 23, 2021 08:17:44 Accepted Cashout Bank International 501 EUR

2 of them was accpted and paid out (money received same/next day to my bank account) but two
others are still pending. Casino promise is to pay out bank transfer withdrawals in 3-5 working days,
but this time has passed already many days. I have contacted many times with them, but the answer
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bank side. I asked from my bank - is there any pending incoming payments to my account and got answer
that all the payments has been made and no payments has been rejected.

Today, when I contacted support again, they told me that only the 1000 eur payment has been done
(even it is still "pending") and the second 500 eur withdrawal is in real "pending" and has not even
processed.

P.S. I was using usually the credit card withdrawals, but from 11.03 my credit card withdrawals was denied
without no reasons (casino told me, that there is some processor error and they can't nothing to do with
that and asked me to use bank transfer withdrawals).

Please help - all the withdrawals was working fine (2-3 days total withdrawal time) till 23.03 - after that day,
no money has been received. Support is asking to me only wait and wait and wait...
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More than 14 days delay for the payment of 2500€
On 19 April I Win 2500€ I’m still waiting for my money
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I’m still waiting and they still repeat “wait more”
We wait for answer from our Manager
This is never happen to me and I never thought this is gonna happen to me
And I do not wish to happen to anyone
I whithdrawal the money using bank transfer I copy and paste my IBAN and BIC code I copy and paste the general address of my bank into the sistem they have timeframe 7 days for money to reach players bank account I check with live chat assistant on 7th day if my details are correct they was
And I’m still waiting for them
There is not a good thinks that I can say for them
Just this is not serious
Very bad experience with this
I provide them a bank statements from 16.04.2020 till 26.04.2020 I can provide even more
I’ve send them selfie picture showing how I hold the paper of one of the bank statements
What I can see is they don’t really care about my money
Please Ask Gamblers help me with this issue .Please
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