Consumer complaint received 2024-07-24
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Other transaction problem — 
Company: Everi Payments Inc. ()

Good morning, My name is XXXX XXXX, I am an Irish national and I am currently on a XXXX working visa in XXXX XXXX for the summer. 

On XX/XX/XXXX - XXXX, my friends and I travelled to XXXX XXXX, Nevada. On the first day I was there ( Friday, XX/XX/XXXX ) I tried to withdraw {$300.00} cash from XXXX of the ATMs in the XXXX XXXX for me and my friends. 

The ATM took my card but did not disperse any funds, but did return my card. I checked my bank account and the withdrawal went through. I complained to XXXX of the employees about it and they said to me that the payment didnt come through as it was a foreign card and will be back into my account in XXXX days and that the ATM did not recognize my card. I was very upset as this was almost half of my budget for that weekend as I am a student traveling, and that I wouldnt have any funds for the rest of the weekend, but I stayed optimistic as I was hoping it came back into my account. 

I kept checking my bank account ( XXXX ) for it to revert, but on Saturday XX/XX/XXXX, the transaction was complete with my bank. I went back to the XXXX XXXX on Sunday, XX/XX/XXXX to complain about this issue again but they were really unhelpful as they essentially told me its not their problem and contact the ATM company. 

So on the morning of Monday, the XXXX of XXXX, I rang the ATM company, named XXXX, and they told me that the transaction did come through, but theres nothing they can do about it and they told me to contact my bank. 

So that day, I filed a chargeback request on that particular transaction with my bank account ( XXXX ). The request was raised to the merchant ( XXXX ) and they disputed the request. After a 23 day process, my dispute was declined. 


When I clicked on the learn more button of why my request was denied, they gave me this explanation : Your dispute request for this transaction has been unsuccessful. 
The merchant provided us with documentation supporting their side and we can not further proceed with the chargeback. After a careful analysis of the provided documentation we were not able to proceed with the dispute according to the card scheme rules ( XXXX / XXXX ). At this point, we would like to underline that even though we always hope for the best outcomes for our customers, it is the card schemes ( XXXX and XXXX ) that do not allow us to proceed with this particular claim per their rules. 

I completely disagree with this verdict. As me and my friends were all at the ATM machine waiting for the cash to come out, we all witnessed this event happen, and for this process to end like that was very irksome. 

This was an unsatisfactory result for a process that I could not reasonably afford. This process has caused me distress over the past few weeks and I would just like this issue resolved and my rightful refund. 

I have attached a statement of the transaction, along with screenshots of the dispute process on the transaction and the reason why it was declined. I also have hand written notes from the teller I made a complaint to right after it occurred saying that the transaction wont go through and will be back in my account within a matter of days. If these could be helpful for my case, please let me know. 

Best regards, XXXX XXXX