Hej,
Jeg har spillet på dette casino siden den 8. juli 2024 og har foretaget mange ind- og udbetalinger. Den 17. september 2024, efter mit sidste indskud på EUR 550 og nogle gevinster, var min saldo EUR 1.160,50. Jeg anmodede om en hævning på 200 EUR, men i stedet for at behandle hævningen, modtog jeg en e-mail fra kasinoet om, at de havde modtaget en ordre om tilbageførsel af indbetalingen på 450 EUR, der blev foretaget den 5. september 2024.
Jeg forsøgte at forklare dem, at jeg ikke havde anmodet om nogen tilbageførsel for nogen af mine indbetalinger, og hvorfor jeg overhovedet ville bede om en tilbageførsel på 450 EUR, som jeg havde mistet i de to dage efter indbetalingen og derefter indbetalte endnu et beløb på EUR 550 umiddelbart efter den 7. september 2024 for at fortsætte med at spille.
Jeg huskede og delte, at når jeg lavede en transaktion på 450 EUR, blev den afvist af banken eller betalingssystemet. Dette kan være årsagen. Jeg prøvede igen, og denne gang lykkedes indbetalingen. Beløbet blev dog trukket fra min konto i USD og ikke EUR, som det havde været tilfældet for alle tidligere indbetalinger. Jeg vedhæftede et kontoudtog til støtte for min forklaring.
Derudover forklarede jeg kasinoet, at tilbageførsler i Kasakhstan kun virker på kreditkort, ikke på alle typer debetkort. Jeg delte også et link, der forklarer tilbageførselsprocessen i alle kasakhiske banker. Dette link beskriver trinene, herunder behovet for stærke beviser såsom skærmbilleder, chats med forhandlere, billeder af varer og kvitteringer. Selv for at indgive en tilbageførselsansøgning kræver banken en masse beviser. Processen kan tage uger at behandle, og det er bestemt ikke en hurtig proces, som casinoet tror.
Desværre har kasinoet ikke taget nogen af de forklaringer, jeg har givet i betragtning, og har sendt mig følgende svar:
"Vi har modtaget en anmodning fra din bank om tilbagebetaling af en transaktion på 450 euro på dit kort ***2919. For at bekræfte, at denne anmodning ikke er fremsat af dig, beder vi dig venligst kontakte din bank for at anmode om et officielt brev, der bekræfter, at en tilbagebetaling på 450 euro for transaktionen på kort ***2919 ikke er blevet anmodet om, når vi modtager disse oplysninger, vil vi gennemgå din sag og informere dig om vores beslutning."
Jeg har ved flere lejligheder anmodet kasinoet om at give mig bevis for den tilbageførselsordre, som de har modtaget, men de har ignoreret mine anmodninger.
Jeg kontaktede min bank via chat i appen om denne transaktion på EUR 450. Jeg forklarede situationen for dem, og de bekræftede, at jeg faktisk havde betalt det beløb, og at forretningen havde modtaget det. De bekræftede også, at jeg ikke havde anmodet om nogen tilbageførsel, og at banken aldrig havde indledt en refusionsproces på mine vegne. Faktisk sendte de mig endda et link til en online applikation, hvor jeg kunne rapportere, om transaktionen var en fidus, eller om den handlende forsøgte at stjæle mine penge. Hvorfor ville de gøre det, hvis jeg ville anmode om tilbageførsel?
Jeg har vedhæftet skærmbilleder af mine ind-/udbetalinger på min kasinokonto og et kontoudtog, der viser et indskud på EUR 450 den 5. september (Solnay Global Concept, beløb USD 498,77) og et efterfølgende indskud på EUR 550 den 7. september (anthill.center , beløb EUR 550), samt e-mails med kasinoet og videooptagelse fra bank-appen.
Af hensyn til sikkerhed og sikkerhed er det ikke tilladt i bankens app at tage screenshots eller optage videoer. Derfor var jeg nødt til at bruge en anden telefons kamera til at optage alle beviserne, inklusive mit kortnummer *2919 online kontoudtog, samt en video af min samtale med bankrepræsentanten for at bevise, at der ikke var iværksat nogen tilbageførsel.
Videostørrelse mere end 500 Mb, så jeg uploadede til mit Google-foto.
Hello,
I have been playing at this casino since July 8, 2024, and have made many deposits and withdrawals. On September 17, 2024, after my last deposit of EUR 550 and some winnings, my balance was EUR 1,160.50. I requested a withdrawal of EUR 200, but instead of processing the withdrawal, I received an email from the casino stating that they had received an order for a chargeback for the deposit of EUR 450 that was made on September 5, 2024.
I tried to explain to them that I had not requested any chargeback for any of my deposits and why I would even ask for a EUR 450 deposit chargeback, which I had lost in the two days after making the deposit and then deposited another amount of EUR 550 immediately after that on September 7, 2024 in order to continue playing.
I remembered and shared that when I made a transaction of EUR 450, it was declined by the bank or the payment system. This could be the reason. I tried again and this time the deposit was successful. However, the amount was charged from my account in USD and not EUR, as had been the case for all previous deposits. I attached a bank statement to support my explanation.
Additionally, I explained to the casino that chargebacks in Kazakhstan work only on credit cards, not on all types of debit cards. I also shared a link explaining the chargeback process in all Kazakh banks. This link describes the steps, including the need for strong evidence such as screenshots, chats with merchants, pictures of goods, and receipts. Even to lodge a chargeback application, the bank requires a lot of evidence. The process can take weeks to process, and it is definitely not a quick process like the casino thinks.
Unfortunately, the casino has not taken into consideration any of the explanations I have provided and has sent me the following reply:
"We have received a request from your bank for a refund of a transaction amounting to 450 euros on your card ***2919. In order to confirm that this request was not made by you, we kindly request that you contact your bank to request an official letter confirming that a refund of 450 euros for the transaction on card ***2919 has not been requested. Once we receive this information, we will review your case and inform you of our decision."
I have requested the casino on several occasions to provide me with proof of the chargeback order that they have received, but they have ignored my requests.
I contacted my bank through in-app chat about this transaction of EUR 450. I explained the situation to them and they confirmed that I had indeed paid that amount and that the merchant had received it. They also confirmed that I hadn't requested any chargeback and that the bank had never initiated a refund process on my behalf. In fact, they even sent me a link to an online application where I could report if the transaction was a scam or if the merchant was trying to steal my money. Why would they do it if I would request chargeback?
I have attached screenshots of my deposit/withdrawal operations on my casino account and a bank statement showing a deposit of EUR 450 on September 5 (Solnay Global Concept, amount USD 498.77) and a subsequent deposit of EUR 550 on September 7 (anthill.center, amount EUR 550), as well as emails with the casino and video recording from the bank app.
Due to security and safety concerns, it is not allowed in the bank's app to take screenshots or record videos. Therefore, I had to use another phone's camera to record all the evidence, including my card number *2919 online statement, as well as a video of my conversation with the bank representative to prove that there had been no chargeback initiated.
Video size more than 500Mb, so i uploaded to my google photo.
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