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I cannot withdraw an amount that was mistakingly deposited because they say I used a different master card.. I provided my old card and my new card numbers and never had a card ending in the numbers they have

Dear Helen,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you deposited any funds previously to your account or this were your first deposit? Have you played any of your mistakenly deposited funds, or they’re still untouched inside your account? Could you please advise if your account has been successfully verified in the past?

Furthermore, if there’s any relevant communication, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Good morning. Thank you for the prompt response.

I had a bank card registered on my account on 7 spins which was replaced by my bank due to it being an outdated card. The last time I used the card on 7spins was August the 30th. I received my new card after that date. The bank cut up the card and I received a new one. So I don't have the old one anymore. On the day I deposited the R4000 by accident it was supposed to have been R400. I didn't use any bank card and used EFT. When I tried to withdraw the money I had to go through the varification. I sent a copy of my ID and a bank statement from my bank as my utility bill. They then asked for a co of my card. I sent them that as well but the numbers don't correspond. I tried to explain all of this to them but they refuse to listen to my complaint and reasoning.. I

Regards

Helen ***

Thank you very much, Helen, for providing all the necessary information. I will now transfer your complaint to my colleague Matej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Thank you so much.

Hello Helen.

In your case, I would like to ask the casino representatives to step into the discussion and tell us what we can do. I am not sure how they could have information about the bank card which you never had.

I agree.. Thank you so much.. I really do appreciate you trying to help

Regards

Helen

Good day.. I have received an snail stating that they will refund the money into a Bitcoin account only. I don't have a Bitcoin account. They claim that an EFT now isn't a preferred deposit method from players. How is this possible?? I didn't use any bank card at all. They refuse to refund my money be depositing it into my account. I don't understand why they are going on about a bank card if it wasn't even used. An EFT is a direct payment to them

Please, I desperately need your help in getting this money back.

Regards

Helen Rua

Sorry email..

Hello,

We hope this message finds you well!

Kindly note that your deposit was made via EFT. Unfortunately we are unable to issue refunds for that particular deposit method. Your second option for the refund was a Wire Transfer, which unfortunately is not an available withdrawal method in your region. We apologize for any inconvenience this may have created.

Our Security department requested an alternative method so that we may get the funds to you, in the form of either an Ecopayz account or a BTC wallet address.

We have since received the wallet address via email and the refund has been processed, the funds should be reflected in your account within 24 hours.

Should you require any additional help or information, please do not hesitate to contact us, we are available 24/7.

Kind regards,

7Spins

Please let us know Helen when you receive the refund so we can close the case. One more time we are sorry about your troubles. It is a common fact that not every payment method is available for deposits and withdrawals too.

Good day.. I understand and thank you so very much for your intervention.. I really appreciate it

Regards

Helen Rua

Helen please just confirm that you received the money and I will close the complaint.

Good day.. I have received the money.. Thank you for your help.. I really appreciate all the help

Regards

Helen Rua

Dear Helen,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system.