CasinoFriday - Игрок заявляет о задержке выплат.

Hi, 20220810 I played on CasinoFriday. For a while I made 3 deposits of 500 euros each time. One of these 500 failed according to the casino but was still deducted by my bank from my account. Now the casino refuses to pay back this money and says that this did not happen. Grateful for help.

Hej, 20220810 spelade jag på CasinoFriday. Jag gjorde under en tid 3 st insättningar på 500 euro varje gång. Ett av dessa på 500 blev misslyckat enligt casinot men drogs ändå av min bank från mitt konto. Nu vägrar casinot betala tillbaka dessa pengar och säger att detta inte hänt. Tacksam för hjälp.

Dear Ollelimpan,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

This is not a winning withdrawl. The casino is refusing to refund a failed card deposit. Allthough I have proof that the bank has sent money from my bank account.

Thank you for your reply, Ollelimpan. I apologize for the misunderstanding. The first message was automatically generated based on the answers you provided while submitting this complaint.

If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate, but bear in mind, that it’s a complicated process that takes one month approximately. In these cases, the casino usually has its hands tied.

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

Hello again, I have now been in contact with my bank and they confirmed that 3 card transaktions was made and the money is not in their system anymore. But they gave me 3 id/tracking Numbers who is created in every card transaction. I have sent theese 3 number to CasinoFriday but they says they can not find anything. But i told them it is not them its their bank/money provider who have the answer. But CasinoFriday refuses to contact them. Hope my english can be understod. /Lars

Thanks for the updates, Ollelimpan. In order to proceed with this complaint, I would like to ask you to provide this information:

• deposit receipt (screenshot from the payment method or bank statement showing the missing deposit),
• an official statement (a letter or an email) from your bank or payment provider regarding this situation,
• screenshot of the deposit/cashier history,
• all the relevant communication between you and the casino.

You can forward everything to kristina.s@casino.guru, or alternatively, post it here. Thank you in advance.

Hello again. I have been in contact with and sent lots of documents to Casinofriday. They have given me an explanation. I'm not convinced that it's correct and I still think I should get my money back. But I can't keep up with this case and send lots of documents any more. Thanks for the help anyway. /Lars

Hej igen. Jag har varit i kontakt med och skickat massa dokument till Casinofriday. Dom har gett mej en förklaring. Jag är väl inte övertygad att den stämmer och jag tycker fortfarande jag borde få pengar tillbaka. Men jag orkar inte hålla på med detta ärende och skicka massa dokument mer. Tack för hjälpen i alla fall. /Lars

Do I understand correctly that you are no longer interested in our help? Should we close the complaint?

Yes,you can close it. Tanks

Thank you for your confirmation. I will now close this complaint as per your request. 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 issues with this or any other casino and we will try our best to help.