Den 2024-01-17 spillede jeg velkomstpakken på Refuel casino: 4x 250€ indbetalinger, hvor du modtog satsningsløse gratis spins (men skulle satse indbetalingen én gang). Bagefter hævede jeg hele min saldo på 1058,09 €.
Den 2024-01-18 modtog jeg pengene, men kun 1021,06€ var nået til min bankkonto. På dette tidspunkt tjekkede jeg deres T&C og kunne ikke finde nogen omtale af et tilbagetrækningsgebyr (medmindre jeg ikke ville have satset indbetalingen, hvilket jeg gjorde). Da deres live-support var offline, kontaktede jeg deres e-mail-support og bad dem enten vise mig den relevante del af T&C, der begrunder gebyret, eller at refundere de manglende 37,03 €. De har ikke svaret på denne dato.
Senere blev live support tilgængelig, så jeg bad dem om en forklaring på gebyret. De hævdede, at Refuel casino ikke opkræver nogen gebyrer, men nogle gange kan banken eller betalingsudbyderen opkræve nogle. Så jeg kontaktede min betalingsudbyder Brite, og de bekræftede, at de kun modtog en transaktionsordre på 1021,06€ fra casinoet.
Jeg kontaktede livesupporten igen, og en anden agent svarede med samme uddrag om, at kasinoet ikke opkræver gebyrer, så det ser ud til, at livesupporten er blevet instrueret i at lyve om gebyrerne. Jeg viste dem Brite-e-mailen og sagde, at de da ved en fejl måtte have betalt mig for lidt. De fortalte mig, at de ikke kan hjælpe mere, og instruerede mig om at kontakte betalingsafdelingen på den samme e-mailadresse, som jeg allerede havde prøvet i begyndelsen, og som ikke reagerer.
Bemærk, at dette gebyr på 37,03€ kom oven i et gebyr på 5€ for hvert af mine indskud. Men dem kunne jeg i det mindste se inden jeg bekræftede indbetalingerne, så dem medtager jeg ikke i klagen. Men dette uanmeldte store hævningsgebyr er fuldstændig uberettiget, og da der ikke er nævnt det nogen steder på siden, vil jeg have casinoet til at refundere det til mig. Det kan ikke være sådan, at kasinoet har ret til at tage et vilkårligt beløb som transaktionsgebyr uden at meddele det på forhånd.
On 2024-01-17 I played the welcome package at Refuel casino: 4x 250€ deposits with which you received wagerless free spins (but had to wager the deposit once). Afterwards I withdrew my entire balance of 1058.09€.
On 2024-01-18 I received the money, but only 1021.06€ had reached my bank account. At this point I checked their T&C and couldn’t find any mention of a withdrawal fee (unless I wouldn’t have wagered the deposit, which I did do). Since their live support was offline, I contacted their email support, asking them to either show me the relevant part of the T&C justifying the fee, or to refund the missing 37.03€. They haven’t replied to this date.
Later, the live support became available, so I asked them for an explanation of the fee. They claimed that Refuel casino does not charge any fees, but occasionally the bank or the payment provider may charge some. So I contacted my payment provider Brite, and they confirmed that they only received a transaction order of 1021.06€ from the casino.
I contacted the live support again, and another agent replied with the same snippet about the casino not charging any fees, so it seems that the live support has been instructed to lie about the fees. I showed them the Brite email and said that they must have payed me too little by mistake then. They told me that they can’t help any further, and instructed me to contact the payments department in the same email address that I had already tried in the beginning that does not respond.
Note that this fee of 37.03€ came on top of a 5€ fee for each of my deposits. But those I could at least see before confirming the deposits, so I’m not including them in the complaint. But this unannounced large withdrawal fee is completely unjustified, and since there is no mention of it anywhere in the site, I want the casino to refund it to me. It can’t be so that the casino has a right to take an arbitrary amount of money as a transaction fee without announcing it beforehand.
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