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I Deposited 50 euro into account and they took 53 euro from my bank. There was no indication of charges when I made the deposit. The payment was routed through some company in China and the bank blocked my card as a result.

Dear Lazrankin1,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I want to inform you that we cannot make a case solely based on what you are describing, and I am not quite sure what to help you with this case.

Please note, that the transaction fee is often charged by the bank (international transaction fees and/or currency exchange fees), and there is usually nothing that the casino can do about it. Since you mentioned transactions going through China, it seems that this is the case. Unfortunately, there is not much more we can do and we cannot punish the casino for something that is out of its hands.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint. Thank you in advance for your reply and understanding.

Best regards,

Kristina

Dear Lazrankin1,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.