ATTN: Casino Rep L AND L casinos charging me for a £20 I never did.

[ESCJAMIE]

Anyone has any issues with L AND L casinos, I done 2 deposits at £20 each on Hyper casino and 1 on YAKO casino, but got 4 £20 payments that they took out this month, 2 from hyper casino and 2 from L and L Europe.

Theres 2 showing under hyper casino which would be the 2 payments, How ever there is 1 out of the 2 showing under L and L Europe which says date of transaction the 8th of October that day I did a hyper casino deposit, So it looks like they have taken 2 payments from the 8th of oct, one under hyper casino and one under L AND L Europe,

Support are asking me to send in a PDF bank statement of this month and they wont let me blur out personal payments from other people and there names and any other transactions they want to see everything for that month. Is this right should I send them a un edited PDF of bank or should I be able to black out other transactions which has nothing to do with them ??

@L&L-Jan

 

[JGslots]

Have you sent Jan a PM mate? I’m sure he will sort it out for you, it’s the weekend though so probably going to be Monday?

Rob

 

[ESCJAMIE]

Well after half an hour he finally tells me there is a know issue about this. But I still need to send in a full unedited PDF for them to even look at it !! Why I have nothing to hide on there ect. Id rather not be showing full names and payments from people who have nothing to do with this who are on my back statement from me sending money to or from. Many times when I have send it PDF of bank statements for ID ect I have never had an issue blanking out names and balances ect.

 

[goatwack]

PDFs are good in that you can wedge a load of transactions into a very presentable and succinct format. I like to think if that's the specific requirement to pinpoint this transaction then they won't look into every minutiae of surrounding information.

If I can send PDFs off covering 6 months, for 5 years' worth of transactions to the Home Office, then I'm sure a simple page won't be beyond your remit. Not sure how it would look if I'd Tippexed half the entries out to be fair

 

[ESCJAMIE]

PDFs are good in that you can wedge a load of transactions into a very presentable and succinct format. I like to think if that's the specific requirement to pinpoint this transaction then they won't look into every minutiae of surrounding information.

If I can send PDFs off covering 6 months, for 5 years' worth of transactions to the Home Office, then I'm sure a simple page won't be beyond your remit. Not sure how it would look if I'd Tippexed half the entries out to be fair

Its more to do with Someone's full name is on who sent me a payment and who does not want some random person at a casino knowing there stuff. I cant see any issue with it tbh but some people are just funny about stuff like that. Thats literally all I want to blank out

 

[bamberfishcake]

Must admit, I would be a bit miffed if they asked for a full statement.

This is not a SOW request.

It's proof that a payment was taken, which can also be checked through their payment gateway provider. Why should you have to prove it was sent, if it was a common fault, they should be speaking with their gateway provider, or more likely, checking their portal for a list of duplicate transactions.

There is no possible explanation for needing to see the entire statement. Sounds like the live chat agent is just covering his bases because of his lack of understanding of the situation or poor knowledge around payment services.

 

[ESCJAMIE]

Must admit, I would be a bit miffed if they asked for a full statement.

This is not a SOW request.

It's proof that a payment was taken, which can also be checked through their payment gateway provider. Why should you have to prove it was sent, if it was a common fault, they should be speaking with their gateway provider, or more likely, checking their portal for a list of duplicate transactions.

There is no possible explanation for needing to see the entire statement. Sounds like the live chat agent is just covering his bases because of his lack of understanding of the situation or poor knowledge around payment services.

Exactly what I said to the agent "Jamie (19:07:22): You guys should be able to see if you over charged me with out seeing my bank statement ?"

 

[Mr_Slot5]

Yeah I don't understand why they're asking for a full statement either when they know there has been an issue and there should be all the evidence they require on their end.

Sounds like a SOW through the back door. If it's not a SOW you should be able to redact everything bar the transaction in question.

 

[L&L-Jan]

There was something going on, on the background we weren't aware off at time of the chat.

FYI:

Please note that we have just been made aware of a technical issue in the card scheme networks that affected some of our card traffic as well.

In the clearing cycle Wednesday to Thursday last week some transactions that were actually successful were not recorded as such and got subsequently captured again. The technical issue is completely between the acquirer and card issuer, we are not party to it which is also why we are not able to see any of the double deductions on our end. At this stage we are still waiting for a full list of all affected payments.

All double captured transactions are already in the process of being reversed and should get backdated to the day of the deduction so on a customer’s card statement there should be one deduction immediately followed by a matching credit.

There are at least several ten thousand merchants affected across Europe, as such the reversals will take some time. Having said that they are still expected to be all completed by the end of tomorrows clearing cycle.

Most transactions will likely be reversed before customers notice the double deduction. In terms of replying to customers that have already reached out to us we can confirm that we have been made aware of an issue in the card scheme networks whereby some transactions have been captured twice. Any double deductions are already in the process of being reversed and should reappear on the customers card statements very soon. While we are very sorry for any inconvenience this situation is causing there is unfortunately nothing we could have done to prevent this, the issues is completely between the various banks.

I would let you know as soon as all reversals have been processed.

--

Will be sorted.

Kr. Jan

 

[ESCJAMIE]

There was something going on, on the background we weren't aware off at time of the chat.

FYI:

Please note that we have just been made aware of a technical issue in the card scheme networks that affected some of our card traffic as well.

In the clearing cycle Wednesday to Thursday last week some transactions that were actually successful were not recorded as such and got subsequently captured again. The technical issue is completely between the acquirer and card issuer, we are not party to it which is also why we are not able to see any of the double deductions on our end. At this stage we are still waiting for a full list of all affected payments.

All double captured transactions are already in the process of being reversed and should get backdated to the day of the deduction so on a customer’s card statement there should be one deduction immediately followed by a matching credit.

There are at least several ten thousand merchants affected across Europe, as such the reversals will take some time. Having said that they are still expected to be all completed by the end of tomorrows clearing cycle.

Most transactions will likely be reversed before customers notice the double deduction. In terms of replying to customers that have already reached out to us we can confirm that we have been made aware of an issue in the card scheme networks whereby some transactions have been captured twice. Any double deductions are already in the process of being reversed and should reappear on the customers card statements very soon. While we are very sorry for any inconvenience this situation is causing there is unfortunately nothing we could have done to prevent this, the issues is completely between the various banks.

I would let you know as soon as all reversals have been processed.

--

Will be sorted.

Kr. Jan

All good, So I do not need to send over a full PDF bank statement then

 

[L&L-Jan]

@ESCJAMIE no, will be sorted between the bank and acquirer. Our of our control anyways.