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: €50
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
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2 years ago
Translation
Hello 🙋♂️
I've read a number of times now from people that this casino seems to be withholding deposits.
Deposit method was Sofort via Payop - direct banking
usually it takes 3 sec - 15 min for casinos to credit money with it.
I've been waiting for over 24 hours and only get strange answers from Live Support:
Did screenshots.
I cannot understand your rating of 8.1 given the number of complaints and would like to ask for clarification.
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2 years ago
Dear CasinoDino,
Thank you very much for submitting your complaint and forwarding the payment receipt. 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.
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 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
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2 years ago
Translation
Yes it is the first deposit. It's definitely not due to Payop or my bank. If you look at the complaints ratio to non-received deposits, it is extremely noticeable that this casino of all places did not receive any payments and all the others are fine.
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2 years ago
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I used the same deposit method at another casino as a test.
There I had my money in the balance 1 minute later. So it's neither my fault nor Payop's.
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2 years ago
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Please close the process Money almost arrived after 2 days.
defeated the first deposit bonus and even have a withdrawal request running.
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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, CasinoDino, 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
