Casino Rocket - Player's deposit has not been credited to the account.

I deposited €470 and the money was not added to my account. They will not investigate the issue and return payment to my bank account or even credit my casino rocket account. They are putting obstacles in the way and refusing to return my payments which they took and didn’t provide the service. They are a rogue casino, avoid avoid avoid!

Dear D1989,

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 that 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?
• 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 

Hi my bank gave me the payment details to pass on to casino rocket to find the funds and refund to me. I have times, screenshots, reference numbers, everything possible to find the payments but they want a bank statement with this information instead of handwritten information given to me from the bank.

bank statements do not show the information requested from casino rocket.

So my hands are tied. I got all the information over the phone and they will not accept it or look in to it.

I completely empathize with your frustration, D1989. As I mentioned previously, the process of locating and refunding your funds to your bank account or crediting them to your casino account may take some time. In order to give the casino sufficient opportunity to investigate and resolve the issue, I will extend the timeline for an additional 20 days, making it a full month. If no progress is made by then, we will step in and intervene. Let's remain optimistic and anticipate positive news regarding your deposited funds. Thank you for your patience and understanding in advance.

hi I provided a bank statement and they said payments were applied but they were looking at the wrong deposits. They deposits in question were marked as "discarded" on my casino rocket account. But they confirmed dates and times of deposits which were successful. And refuse to look for these ‘discarded’ payments. I can forward you the emails with screenshots should you so wish.

Appreciate your email and response, philippb2005. Would you kindly send over your bank statement, ensuring that disputed transactions are visible? The statement should cover the period from the day of deposits up until today.

Dear D1989,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hi I am waiting to hear back from casino rocket who are now investigating the missing payments. If I hear nothing in the next few days I will contact you.

Hi D1989,

I understand. I will be waiting for an update patiently.

Thank you.

Hi unfortunately casino rocket have failed to resolve my issue and I will now begin legal proceedings to recoup money essentially stolen from me and not credited to my account

Hi D1989,

We still can try to help you as I mentioned previously. Would you kindly send over your bank statement, ensuring that disputed transactions are visible? The statement should cover the period from the day of deposits up until today.

Thank you.

Dear D1989,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.