Dear CaseHug Support Team, With a $2 deposit that I made on your site using my CREDIT CARD, I won a giveaway worth $800, and later upgraded it to $1200 using the upgrade system. In the following days, I deposited skin items as an investment. However, because I miscalculated my credit card debt, I had to cancel the trade of the skin items I deposited to your site. Before doing this, I contacted youryour live support. The message I sent to live support was the following: "For example, I invested in the site with my skins, but I also won a giveaway when I deposited with my credit card. If I cancel my trades, will the item in my inventory, the M9 Bayonet, disappear, or will I be able to withdraw it after my trade ban is lifted?" This was the message I sent. And this was the message your live support sent to me: "Great question! Don’t worry, canceling your pending trade offers will not cause any items in your inventory (including the M9 Bayonet you won) to disappear. 🔪 Rewards you win from giveaways are added instantly to your inventory and remain there permanently. You can wait for your trade restriction to be lifted and then safely withdraw your knife to your Steam account after the restriction ends. Your items will not be deleted. In short: canceling trades only stops the current sending process; the item will remain in your CaseHug inventory. You can use the 'Get on Steam' button on your inventory page to request the withdrawal again once your trade ban is over." After receiving this message, I trusted your response. Since this message came from YOUR LIVE SUPPORT, which operates under YOUR RESPONSIBILITY, and as a customer I believed that I was being correctly informed, I canceled my trade. However, at the end of the day, on 15.03.2026 at 05:28 Turkish time, the item in my CaseHug inventory — which I obtained using MY OWN CREDIT CARD PAYMENT, which you received payment for, and which I won and upgraded through your system — was deleted from my CaseHug inventory. When I reported this to live support, this was the message I received: "Hello, Please note that if you have reversed a deposit made through Skinpay (chargeback), any items, skins, experience points (XP), or levels obtained through that deposit will not be returned or restored to your account. In addition, a 30-day restriction will be applied to your account on the trade market." However, I obtained this item through MY CREDIT CARD PAYMENT, and you have already received this payment. Therefore, my question is very clear: If you cancel the transaction that I reversed through Skinpay, then you should only cancel the Skinpay transaction. How can you cancel the transaction that I made with my own credit card when the payment has already been received by your platform? You received my payment, and you removed the item that I rightfully obtained. I WANT MY ITEM BACK. If you are canceling my transaction and taking the item that I paid for, then you must either: Refund my credit card payment, or Provide me with the item that I rightfully won using my credit card payment. I also have screenshots and records proving all of these events. I expect a fair resolution regarding this issue. Additional Note: I made a payment using my credit card, and your platform successfully charged and received this payment. I did not reverse or withdraw this credit card payment. With this payment, I won a reward on your platform. Therefore, you cannot remove the item that I rightfully obtained while keeping the payment that you collected from me. If you are taking the item back from my account, then you must either refund the amount that was charged from my credit card or provide the reward that I won using that payment. If this matter is not resolved fairly, I will publicly share the entire situation, including screenshots, transaction records, and live support conversations, across social media platforms in video format. Your support team later sent me the following message: "Thank you for your understanding; we apologize for the response given by our AI assistant. We would like to inform you that you initiated a refund process for your Skinpay transaction. As a result of this action, all items obtained through that transaction will also be withdrawn. Unfortunately, it is not possible to provide any refund for those items."My response to this is very clear: You are responsible for the information provided by your AI assistant, not me. I canceled the Skinpay transaction,but the reward I won was obtained through my credit card payment. If this issue is not resolved promptly, I will initiate a formal chargeback dispute through my credit card provider and file official complaints with the relevant payment processors, consumer protection authorities,and fraud reporting agencies. I will also publicly docmnt
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