Again about Debit Cards and RTG Casinos...

[Fleur-De-Lis]

That's what happened:
I made two deposits to a RTG casino today, let's say, for $60 and for $100, both using my VISA-branded debit card. When I checked my statement shortly afterwards, I noticed the card was debited 3 times - for $60, for $100, AND for $25. I called the bank and was told that in all three cases the merchant is aquapay (RTG casino's payment processor).

I called casino, and was told they do see 3 payment and will check and get back to me.

Couple of hours later, I called them again, and was told there are two payments only shown on my account, and they certainly did not do that $25 debit.... I talked to a supervisor I more or less know and trust, so I have no reason to doubt his words.

Still, the charge - not done or authorized by me - exists against my card.
What / whom to believe, and what to do? Anybody had similar experience or can explain how it all works? THANK YOU

[winbig]

That's what happened:
I made two deposits to a RTG casino today, let's say, for $60 and for $100, both using my VISA-branded debit card. When I checked my statement shortly afterwards, I noticed the card was debited 3 times - for $60, for $100, AND for $25. I called the bank and was told that in all three cases the merchant is aquapay (RTG casino's payment processor).

I called casino, and was told they do see 3 payment and will check and get back to me.

Couple of hours later, I called them again, and was told there are two payments only shown on my account, and they certainly did not do that $25 debit.... I talked to a supervisor I more or less know and trust, so I have no reason to doubt his words.

Still, the charge - not done or authorized by me - exists against my card.
What / whom to believe, and what to do? Anybody had similar experience or can explain how it all works? THANK YOU

If the casino didn't do it directly, they should still get in contact with aquapay and find out what's going on. One of those two are responsible....

The $25 charge...was that a pre-authorization, or did it actually go through? If it was done by mistake and 'held,' then it should drop off in a few days.

[Fleur-De-Lis]

The $25 charge...was that a pre-authorization, or did it actually go through? If it was done by mistake and 'held,' then it should drop off in a few days.

It is so far shown as 'blocked funds'. Normally, I get one text message from bank when my debit card is authourized for payment, and, few days later, another text message - informing me that my account was actually debited (at this stage, 'blocked funds' dissapear and become debited funds )

Looks like I will find out only in few days what actually happened here - if my account will be debited.

BTW, it is not really $25, much bigger amount, $25 was just used as an example....

[RobWin]

That's what happened:
I made two deposits to a RTG casino today, let's say, for $60 and for $100, both using my VISA-branded debit card. When I checked my statement shortly afterwards, I noticed the card was debited 3 times - for $60, for $100, AND for $25. I called the bank and was told that in all three cases the merchant is aquapay (RTG casino's payment processor).

I called casino, and was told they do see 3 payment and will check and get back to me.

Couple of hours later, I called them again, and was told there are two payments only shown on my account, and they certainly did not do that $25 debit.... I talked to a supervisor I more or less know and trust, so I have no reason to doubt his words.

Still, the charge - not done or authorized by me - exists against my card.
What / whom to believe, and what to do? Anybody had similar experience or can explain how it all works? THANK YOU

Fleur, what RTG casino was this that is using aquapay as their payment processor ??

[winbig]

Is it Play United? That's the only thing I could find via Google.

And for any casino to have this information up on their website is nuts

[RobWin]

Fleur, here is their website and email so you can get in touch...

AQUA PAY

AquaGaming is a market-leading payment service provider with a growing number of internet customers. Through our patnerships with strategic banking and e-commerce providers worldwide we are able to offer a wide range of secure flexible products and services designed to meet your payment requirements.
AquaGaming's products allow our clients to accept Visa, MasterCard, JCB, UK debit cards and local payment schemes like Switch and Electron. Bank transfers and Gaming e-wallets such as FirePay and NETeller are fully supported worldwide in their customer's currency and language.

AquaGaming is the only way to accept such a universal range of payments through one merchant account, one payment processing system, 24/7.

Fraud Prevention. AquaGaming supports the full range of fraud-prevention methods including Gaming transaction authorisation, cardholder verification (i.e. via Verified by Visa and MasterCard Secure Code), and Address Verification Service (AVS). In addition, AquaGaming has developed unique in-house fraud detection and protection tools designed to give you peace of mind by minimising financial loss

For more information please contact us :info@aquagaming.com

[Antonia1953]

Just about every month I have one or two pre-authorized transactions on my bank statement, but it has always been adjusted back within 30 days. What I don't understand is what they do if you don't make another deposit after the pre-authorization deduction.

[Fleur-De-Lis]

Hi Antonia, what exactly is pre-authorized transaction, and up to whom is to 'adjust' it - is it to be done by merchant, or by bank?

........
I am 101% positive the charge I complained about in OP is done in error and it IS unauthorized, the funds are still 'blocked' as on today. The merchant is Aquapay, but the casino denies they charged me. Should I call/email directly to Aquapay, or it is waste of time? I am afraid that if I instruct my bank to refuse/reverse this charge I might have problems with this casino or its processor in future... at the same time, I am not thrilled at all to find out that some virtual payment processor can charge me anytime they want, with any amount they like... it is harldy a joke

[winbig]

Hi Antonia, what exactly is pre-authorized transaction, and up to whom is to 'adjust' it - is it to be done by merchant, or by bank?

........
I am 101% positive the charge I complained about in OP is done in error and it IS unauthorized, the funds are still 'blocked' as on today. The merchant is Aquapay, but the casino denies they charged me. Should I call/email directly to Aquapay, or it is waste of time? I am afraid that if I instruct my bank to refuse/reverse this charge I might have problems with this casino or its processor in future... at the same time, I am not thrilled at all to find out that some virtual payment processor can charge me anytime they want, with any amount they like... it is harldy a joke

What happens is that 9 times out of 10, any payment processor, gambling or otherwise, will not charge your credit/debit card at the time you make a purchase. What they will do is make sure the funds are there (pre-authorize,) and if they are, they will place a hold on the funds.

Once this is done, they have 'dibs' on this money, and will usually run a batch processes of all of their transactions at the end of the day, week, etc.

The reasons for this are that it's cheaper to run 100 (example) charges through at once instead of 1 at a time.

I've seen some small mom&pop stores take up to a week to debit a card. It just makes more sense for them to wait.

Ultimately, it's up to the bank to release these funds. The minimum you're looking at, due to Visa/MC regulations, is around a week.

Some processors are pretty lame when it comes to this. Last year I tried to buy some Ink for my printer using a Visa gift card. The merchant tried to run the card, and even though it didn't go through because my address wasn't registered with the gift card, the sale was declined. But yet, they pre-authorized the charges on my card before they even knew it was going to be declined..go figure. I had to wait a week before that hold was dropped.

[Antonia1953]

Hello Fleur,

My experience has been that the pre-authorized amounts (pending) is accounted for quite efficiently and I have never suffered an overcharge by means of the process. Just recently, a PA charge showed up on my bank statement from a casino that I would not be playing at any longer. I was curious how they would handle a pre-authorized cleared charge without a next withdrawal. A few days later, $50.00 had been credited to my casino account. I haven't played at a RTG in a few years, but the process should be the same if handled properly. Did I miss something, or did you say which RTG issued the charges? Many of the RTGs have been rogued due to various player abuses, but just the same, I would give it a fews days and see what transactions actually clear the bank.

What concerns me is the denial that the charges have been made. Whether this is a breakdown in operator communication or an error someone should be able to identify the charge; processer or casino. The initiator of this charge is in question, so it is on your need-to-know-asap list. Something does not compute. Pressing for clarification is entirely justified and plain good sense.

I would advise to avoid a chargeback at all possible cost. Of course, when a large sum is involved you might have no other recourse, but use only as the final option. If you want to maintain a viable online gaming presence you cannot have chargebacks in your history. My focus and most reliable source of communication would be pointed at the processer (Aqua Pay).