The player from Germany has deposited money into casino 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 his casino account.
Amount: €100
Casino Rocket
Safety Index:HighSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
8.9
Casino Rocket has a Safety Index of 8.9, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
Public
Public
2 years ago
Translation
Hello, on February 23, 2022 I deposited €100 with Sofort. The money has not been credited to the casino account as of today, March 6th, 2022. I also contacted support several times via chat, also uploaded proof of payment. Nothing happens!
Kind regards
Michael S
Automatic translation:
Public
Public
2 years ago
Dear mws1,
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, casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.
If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.
Could you please advise if it was your first deposit in this casino? Have you contacted your bank already? They need to be part of the investigation too. Additionally, please forward your payment receipt to petronela.k@casino.guru.
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
Thank you, mws1, for your reply and email. Could you please advise if you've contacted your bank already?
Public
Public
2 years ago
Translation
Hello, I didn't contact my bank because this is an automatic transfer to the casino via the casino's payment service provider, in this case Payop. My bank will only tell me which account the money went to. I have emailed you proof of payment. Lt. Based on the reviews on your forum, I'm not the only one who has this problem. I had the same problem at Oshi Casino and it was Payop too. The casino should please contact your payment service provider. There is also evidence on Trustly that
Payop not working properly.
Automatic translation:
Public
Public
2 years ago
Translation
Hello, the amount has now been credited to my casino account. Thanks very much. The case can be closed
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, mws1, for your cooperation and 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
