Cobra Casino - Player’s deposit has never been credited to her account.

I made a card deposit by my saved payment method on the 17th of Nov and the funds were immediately deducted from my bank account - but have not been credited to my cobra casino player account and it remains as ‘pending’ on their website.

i have tried multiple times to resolve this issue both by live chat and by emailing my vip manager, Liz, directly. These efforts have not been successful and after providing Liz with the requested statements and evidence of the successful transaction, and the last communication I received from anyone was on the 22nd of Nov.

My bank have confirmed the transaction is completed and the money was taken by the merchant and they have given me both system trace and approval ref no.

Dear Meepmeep12,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. In such cases where a deposit has never been credited to the player‘s casino account, we usually recommend contacting the payment provider. Since you’ve already done that, would you be so kind as to forward any relevant communication between you and the payment provider (your bank) to kristina.s@casino.guru? Alternatively, you can post it here. If there is any other relevant communication between you and the casino, please forward it as well.

Thank you in advance for your reply.

Best regards,

Kristina

Hi Kristina,

thank you for reviewing this complaint - I have forwarded the relevant emails/communication to your email address. Please let me know if you need anything further from me, to assess.

Thank you for your reply, Meepmeep12. I have received your emails, but unfortunately, I do not see any communication between you and your bank. Could you please forward it to me?

Dear Meepmeep12,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.