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

On the 11th of April I deposited $30 into this casino rocket sitethe money was deducted from my account but didn't hit my casino wallet I've been back and forth with the company and nothing as been resolved

Dear mellyjoyy, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate, but bear in mind, that it’s a complicated process that takes approximately one month. In these cases, the casino usually has its hands tied. 

I’m sorry that we couldn’t be of much help at this time. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding. 

Best regards, 

Veronika

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Dear mellyjoyy,

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.

I never received my funds

Never heard from my bank either

Thank you for your response. Could you please send me the bank statement for the month of April? My email address is veronika.l@casino.guru. Kindly send me all the communication between you and the casino customer support that could be relevant to the investigation of your case as well.

Have sent you an email too

Thank you for your email. However, I have not yet received your bank statements for April and May in PDF format. We need these statements to verify that the deposited amount has not been returned to your bank account.

Funds have Definitely not gone back to me

Thank you very much, mellyjoyy, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Thank you

Hello, mellyjoyy!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Yeh all good I just want my money back I've just lost my job and I'm counting on my money back I've been waiting since 11th of April

Good Day Mellyjoyy & Pavel,

Thank you for providing feedback.

I'm sorry to hear that your experience with us was unpleasant.

I have taken a look on my end with our payments team and unfortunately, the transaction was found to be unsuccessful on our end. There seems to be no reason, but I can confirm that we have not received the funds.

If you require any further assistance, please do not hesitate to ask.

Kind Regards

Casino Rocket

mellyjoyy, can you, please, check with your bank regarding the transaction?

It says that on my nab that the funds were taken from my account ?? What do I need to do from here then ?

Please, message/call/go to the bank and ask them if this particular transaction was by any chance reversed. Also, please, check carefully if the sum of the transaction was returned to your bank account account already.

It's definitely not been reversed, they have kept saying to contact casino rocket if you go through this thread ull see this

I've tried but my bank keeps saying it's on casinos rockets end

Credits

Can you, please, describe if you have used particular payment provider when you deposited?

Nop just used my usual way to deposit witch is my nab account linked to my card on casino rocket

And yes I have deposited this way before like it shows in the screen shot I just sent you

Casino Rocket, it seems like the problem is not from the player's side. Could you, please, inquire with the bank/payment provider from which you should have received the funds and request the status of the relevant transaction from them?

It also look like it hit my casino account by this ??

Good Day Mellyjoyy & Pavel,

I have requested that our payments team take another look at the transactions on our end and once I have received aa response, I will be sure to update you guys on the resolution.

If you need anything else, please do not hesitate to ask.

Kind Regards,

Casino Rocket

Casino Rocket, has there been any update?

Good Day Mellyjoyy & Pavel,

I hope you are both having a great day so far!

Please accept my sincere apologies for the wait on the update but I do in fact have one. I can confirm after escalating this matter to our payments team once more, they have been able to identify the issue and has corrected the status of the deposit as well as added it on 23/08/24.

I can also confirm that Mellyjoyy has since played the deposit.

I hope this information helps and if you require any further assistance, please do not hesitate to ask.

Kind Regards,

Casino Rocket

Thank you, Casino Rocket!

Mellyjoyy, can you, please, confirm above-mentioned facts?

Yup all good

Mellyjoyy, even with the fact that you played away your deposit, I would consider this complaint to be resolved, as you had received your deposit like it was supposed to happen.

I will now mark the complaint as 'resolved' in our system. 

I thank you for your cooperation and patience, please, do not 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.

Also, I would like to thank the casino for their assistance with the issue!

Best regards,

Pavel K

Casino Guru Team