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Good morning! I made a deposit to this casino on March 8th. The money did not come through for several hours and then I had to leave and could not get back to my computer until today, Monday. I logged into my account, and the money still hadn't arrived. I contacted customer support. I expected them to help me, but all they said was: "We do not check payments that are over 48 hours old, all queries are to be directed to your bank". They also claimed that this issue is "my problem". Essentially, I transferred 54,000 rubles to some unknown individual, the money did not arrive, and the casino is refusing to resolve the issue. This is outrageous.

Доброе утро! сделал пополнение в данное казино 8 марта. Деньги не поступали несколько часов и потом я уехал и смог сесть за компьютер только сегодня в понедельник. Зашёл в личный кабинет, а деньги так и не пришли. Обратился в техподдержку. Я ожидал что мне помогут, а в итоге мне сказали: "Мы не проверяем платежи, которым более 48 часов, все вопросы в банк". И ещё они пишут что "это мои проблемы". По сути я просто так перевёл незнакомому человеку 54 000 рублей, деньги не пришли и казино отказывается решать проблему. Это беспредел

Dear burger888,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

If your deposit has never been credited to your casino account, the only thing we would also recommend to contacting your payment provider. They need to investigate but bear in mind that it’s a complicated process that might take approximately one month. In these cases, the casino usually has its hands tied. I would also strongly recommend against depositing any more funds until the issue is resolved.

If the money got lost during the transaction, it will take some time before it’ll be credited to your casino account, or refunded to your bank account.

I’m sorry we couldn’t be of much help now. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding.

Best regards,

Tomas

Dear burger888,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Fine. I'm waiting

I fully understand your frustration, burger888. As I mentioned earlier, it may take some time for the funds to be located and refunded to your bank account or credited to your casino account. As the matter is not entirely in the hands of the casino, I will set the timer for an additional 14 days to allow them one full month to investigate. If there’s no development by then, we will intervene. Let’s stay positive and hope for some good news regarding your deposited funds. Thank you in advance for your patience and understanding.

Why wait 14 days? What is the point? There will be no refund to the card under any circumstances, because the bank does not have the right to cancel p2p transactions. The casino directly and clearly said that the casino would not consider it, because the burnout at the time of my complaint had passed more than 48 hours.

More than two weeks passed and representatives of this casino did not even respond to my complaint. I think we can draw some conclusions

If the transaction either isn't returned to your bank account, or credited to your casino account until April 7th we'll contact the casino and try to assist. Thanks for your understanding.

Dear burger888,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Nothing was credited to the casino account. Nothing was deposited into my bank account and there was no refund.

Casino technical support chat blocked

Please could you forward the payment receipt to tomas@casino.guru? 

please check. I sent

Thank you very much, burger888, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello burger888,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter. Have you contacted your bank or the payment provider in this regard? If so, what was their response?

We would like to invite Play2x Casino to join the conversation.

Dear Play2x Casino,

Can you please provide information on why the player's deposit was not credited to their casino account?

Dear burger888,

I've reached out to the casino team, and I need you to please confirm your Play2x Casino account ID/name and the email you have used for registration.

Dear burger888,

Thank you for the confirmation. I will continue to discuss your case with the casino team.

Dear burger888,

Can you please provide us with the Retrieval Reference Number (RRN) of your payment? The casino team informed me they have not received any deposit from you.

The Retrieval Reference Number (RRN) is a unique 12-digit number generated to record each transaction; it is generated by the initiating payment service provider (PSP) and can be used to identify a particular transaction.

119283158488

Did you tell me? She didn't even listen to me. I wrote to them 2 days after the transaction. I explained everything to them as it happened. They said that you came late and we won’t do anything. The chat was also blocked. The most boorish attitude. I came with a problem, and they just sent me away.

Сообщила? Да она меня даже слушать не стала. Я им написал через 2 дня после транзакции. Объяснил им все как было. Они сказали что вы обратились поздно и ничего делать не будем. Ещё и чат заблокировали. Максимально хамское отношение. Я пришел с проблемой, а меня просто послали.

Dear burger888,

Thank you for the Retrieval Reference Number (RRN). I will double-check this with the casino team.

Dear burger888,

I have received the following response from the casino team:

Unfortunately, it is no longer possible to verify the payment. We accept payments through the payment system to cards of Russian banks. These cards are valid for a short period of time. At the time of our contact to the payment system, this payment had not been credited. It is impossible for a payment to hang for three days. A person needs to contact his bank. We cannot return money or credit an amount that we have not received.

I understand that this might not be the response you have hoped for, but the only viable option is to reach out to your bank to trace the transaction or, if possible, recall it. Sadly, our further assistance with this situation appears to be close to zero. We have absolutely no reach to banks or financial institutions.

Let them send a statement from the recipient's bank. They told me that they wouldn’t decide anything and blocked me in the chat. The complaint was written shortly. It's not my fault that they themselves made the situation worse. They initially did not want to conduct a dialogue with me. They asked me for RRN transactions - I provided them without any problems. The fact that a lot of time has passed is purely their problem, since they were stalling for time as much as they could. They must be held accountable for their actions. Where they will look for this bank statement does not interest me.

Пусть присылают выписку из банка данного получателя. Они мне ответили что ничего решать не станут и заблокировали в чате. Жалоба была написано в ближайшее время. Я не виноват в том, что они сами усугубили ситуацию. Они изначально не хотел вести со мной диалог. От меня попросили RRN транзакции -я без проблем предоставил. То что прошло много времени, то это только сугубо их проблема, так как они тянули время как только могли. Они должны отвечать за свои действия. Где они будут искать эту выписку из банка меня не интересует.

And the payment may be stuck, since the transfer was from VTB to Sberbank. These are 2 different banks.

И платёж может зависать, так как перевод был с втб на сбер. Это 2 разных банка.

And who even said that they did not receive the money, if they answered me: "We do not check payments that are more than 48 hours old, all questions should be directed to the bank." There was not a word that the money did not arrive. Now this is their problem. I think it is unfair to simply reject my complaint because the casino did not take my situation seriously. I ask you to treat me with understanding.

И кто вообще сказал что им деньги не поступали, если они мне ответили: ""Мы не проверяем платежи, которым более 48 часов, все вопросы в банк". Не было ни слова о том, что деньги не поступили. Теперь это их проблема. Я считаю это несправедливо просто так отклонять мою жалобу из-за того что казино отнеслось к моей ситуации не серьёзно. Прошу вас отнестись ко мне с пониманием

Dear burger888,

I completely understand your frustration regarding the situation from a user experience perspective. However, I must agree with the casino team's statement that virtual cards indeed have limited validity, as they mentioned: "These cards are valid for a short period of time." In many cases, if the funds are not claimed by the receiver, they are automatically returned to the sender, though I'm uncertain how this process operates with Russian banks. Additionally, the fact that you did not contact the casino team on the same day this issue arose has also had a significant impact. The elapsed time has made it impossible to trace the transaction.

I will attempt to search for any potential advice and will discuss this matter with my colleagues. However, I'm afraid the only possible course of action at this point would still be to contact your bank and, if feasible, recall the transaction.

I gave the reason why I could not contact them right away, because I simply did not have the opportunity. "In many cases, if the funds are not claimed by the recipient, they are automatically returned to the sender, although I am not sure how this process works in Russian banks" - I disagree here. This is the point: you don’t know how banks work in Russia. p2p transfer is non-refundable and it cannot be returned by the bank unless the person personally makes the transfer. Previously, I found myself in a situation where I was not immediately credited with a deposit. This problem took 2-3 weeks to resolve and was successfully resolved. The bank has no right to revoke transactions of this type. They don't have the right to do this. This is impossible, since the money no longer belongs to me. I'm still waiting for any evidence from them.

Я назвал причину по которой я не мог обратиться к ним сразу, так как у меня банально не было возможности. "Во многих случаях, если средства не востребованы получателем, они автоматически возвращаются отправителю, хотя я не уверен, как этот процесс происходит в российских банках"- здесь я не согласен. В этом то и дело, что вы не знаете как работают банки в России. p2p перевод не подлежит возврату и он не может быть возвращен банком, если только человек САМ лично сделает перевод. Ранее я попадал в ситуацию, когда мне сразу не был зачислен депозит. Эта проблема решалась 2-3 недели и она была успешно решена. Банк не имеет права отзывать транзакции подобного типа. У них нет на это права. Это невозможно, так как деньги уже мне не пренадлежат. Я по прежнему жду от них каких-либо доказательств.

Dear burger888,

I have discussed your case with the casino team, but unfortunately, because of the elapsed time, the transaction is impossible to trace.

As the casino team mentioned to me:

When the user contacted us, we immediately contacted our payment system with this question and of course received the answer that there was no payment. The user did not immediately provide us with the RNN number of the payment. At the moment it is impossible to check it, this account is long gone. 

I understand your frustration regarding the situation from a user experience perspective. However, the fact that you didn't reach out to the casino team on the same day this issue occurred has made it impossible to trace the transaction, thereby preventing the casino from refunding any funds that they cannot confirm as received.

It is crucial that you contact the casino team on the same day any issue with payments occurs and not let it "sit" for 2 or more days.

Unfortunately, after gathering all the necessary information we are forced to reject this complaint. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any other issues with this or any other casino and we will try our best to help.

Best Regards,

Michal

Casino Guru