The player from Germany has deposited money into their account but the funds seem to be lost. Player’s complaint has been resolved successfully.
Casino Rocket - Player’s deposit has never been credited to their casino account.
Amount: €50
Casino Rocket
Safety Index:HighSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
Public
Public
2 years ago
Translation
On February 15th, 2022 I deposited €50 via Sofort. Two minutes later, my bank confirmed the transaction and credited it to the recipient's account. unfortunately I've been waiting two days for the credit to my casino account. The support keeps putting me off and doesn't know exactly what's going on.
Automatic translation:
Public
Public
2 years ago
Dear Lolo777,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process which takes approximately one month. In these cases, the casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.
Could you please advise if you contacted your bank already? They should be part of the investigation. If there’s any relevant communication, please forward it along with a payment receipt to petronela.k@casino.guru.
As I mentioned earlier, if a deposit hasn’t been credited to your account, the casino has its hands tied as only the sender can track the transaction, not the beneficiary.
I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.
Best regards,
Petronela
Public
Public
2 years ago
Translation
Please close the complaint. The money is now in the player account
Automatic translation:
Public
Public
2 years ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Lolo777, for your confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
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