Casino-X - Player's deposit shows as third party transaction.

On the same day, I transferred money twice to the same account from my Rakuten Bank account. However, only one of those transactions was credited, and it showed as being credited from a third party's account name, which is just incomprehensible. I was informed that the deposit was made, but it wasn't reflected. Eventually, I was told to request a refund from Rakuten Bank.

I am utterly confused about this situation.

I think even a fool could come up with a better explanation. How can a transfer from my own Rakuten Bank account appear to involve a third party? What is this about?

Please explain.

Dear yuichibayo,

Thank you very much for submitting your complaint. I’m sorry to hear about the confusion and frustration caused by this situation.

To help us better understand the issue and assist you effectively, could you please clarify the following points:

• Did the casino provide any specific explanation as to why one transaction appears to involve a third-party account name?
• Have you already contacted Rakuten Bank regarding this discrepancy, and if so, what was their response?
• Were both transfers processed using the exact same details (account number, reference number, etc.), or was there any difference in the information you provided?
• To proceed, it’s essential to have both payment receipts from your Rakuten Bank account for the two transfers you made. Please forward these documents to petronela.k@casino.guru at your earliest convenience.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear yuichibayo,

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 to 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.