The player's deposit was not credited to her casino account. The player confirmed the case was solved after the lost deposit had been credited to her balance.
Cobra Casino - The player's deposit was not credited.
Amount: €70
Cobra Casino
Safety Index:Very highSafety Index
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9.1
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
I deposited 70 euros on January 13th, the deposit was rejected. In the chat I was only told to wait a few days until it was credited
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1 year ago
Dear Silvia1967,
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 which takes approximately one month. In these cases, 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.
I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.
Best regards,
Nick
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1 year ago
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I don't intend to pay anything else there.
I sent a screenshot that I deposited it into the casino account.
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1 year ago
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I've already talked to my bank, I have to pay at least 20 euros and I'm not sure if I'll get my money back. I'll wait for the next week to see if the money is booked back, otherwise I'll ask a lawyer what to do can
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1 year ago
Dear Silvia1967,
The bank requested you to pay 20€? Did you forward the payment confirmation to the casino?
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1 year ago
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I only found out from the bank what I can do. Yesterday I asked Cobra Casino in the chat what happened to my money, and I got the answer I should please wait three days, they would book it back to my account.
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1 year ago
Dear Silvia1967,
Please let us know if there will be any update after 3 days. I will set the timer back to you until then.
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1 year ago
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Yes let them know as soon as there is something new.
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1 year ago
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Today, Thursday, January 26th, there was no money in the account, I'll have to wait until tomorrow to see if anything is posted, otherwise I'll have to consider legal action.
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1 year ago
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Even today, Friday, the money would not be booked. After another request in the chat, I should send my account statement in PDF format. I asked on Monday last week whether any documents were still needed, and I was told they no longer need anything.
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1 year ago
Thank you Silvia1967 for all the information provided so far. I will now forward your complaint to my colleague Tomas (tomas.k@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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1 year ago
Hi Silvia1967,
I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.
I'd like to ask Cobra Casino to join this conversation and share more information regarding the case. Can you please provide us with the information regarding the player's pending deposit?
Thank you.
Best regards,
Tomas
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1 year ago
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Yes it's no problem. I have the screenshot that I deposited into the account.
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1 year ago
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And what I can't understand at all is that the money can simply disappear into thin air. I also find the staff in the chat very questionable. I asked on January 16th if I still needed documents and I was told no, the money will be Posted back to my account within 10 days. After these were over I asked again and now they want a statement in PDF format.
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1 year ago
Dear Silvia1967,
Could you please provide the casino with the requested document? I believe it would help to resolve your case.
Kind regards,
Tomas
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1 year ago
Translation
Yes I could but what is the casino doing about my expenses and my account balance
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1 year ago
Hello Silvia,
My name is Liz and I am the VIP Manager of Cobra casino. Hope you're doing well!
I have checked your case and your communication with our agents and the documentation you have provided.
Please, firstly allow me to explain how payment providers/method work and perhaps this will be more helpful.
The transactions entered the account profile are out of our control - the Casino has payment methods that are presented in the deposit page based on the license its operating and sometimes the payment methods can have issues, unfortunately.
I have checked your deposit and can see that unfortunately, as you stated it's not successful. You have been advised by our agents that within maximum 10 business days funds will return, and if not that you must contact us with a bank statement, so we can escalate further to the payment provider.
Unfortunately, sometimes due to network issues and further technical queries, the transaction can be taken out of the bank account, but NOT credited in the casino. It's never lost - as it cannot be lost, but it must be traced, if it's held by the bank (your bank), by the provider(payment provider), or it's just stuck between sources before being credited.
I will be happy if you send your bank statement since the day of the deposit until the end of the month to vip@cobracasino.com
We will escalate immediately to our payment provider for further investigation and tracing the funds.
Please, note that the funds are not lost and we will do our best to help you receive them - money cannot be lost and we will cooperate so they can be returned.
In the meantime, please send the document to vip@cobracasino.com or contact us via livechat and ask for Liz the VIP Manager - you will be transferred to me and I will further cooperate.
Sincerely,
Liz
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1 year ago
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So I have to send you an account statement that is actually private, I don't understand what should be different on the account statement like the screenshot that the money was debited and you can also see which account the money was booked to. I find it strange that they my expenses and see my payments.
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1 year ago
Dear Silvia1967,
Please try to understand that an original bank statement is mandatory here. Screenshots might not be sufficient in cases like this, and frankly speaking, this is a pretty common practice for casinos to ask for such documents.
If you like to proceed with resolving your case, I recommend you provide the casino with the requested document. Please let us know once you have done it.
Thank you.
Kind regards,
Tomas
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1 year ago
Dear Silvia,
Please, allow me to assure you that we follow strict procedures and GDPR requirements, we will not share any documentation or use it for any purposes, unless the purpose of verification and tracking the funds with the payment method used.
Feel free to send me directly the document to vip@cobracasino.com and I will manage it personally with the payment provider as a VIP Manager. It will not be disclosed to any other people unless the needed departments to resolving your case.
Looking forward for your reply.
Thanks in advance!
Sincerely,
Liz @ VIP Manager Cobra casino
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1 year ago
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I see the money has been found. Will send it back to me now as I don't want to play with them.
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1 year ago
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The money was credited to my gaming account after 19 days. I now have a profit of 190 euros and am curious whether I will also get this paid out, since my account has now been activated. And no online casino has yet asked me for an account statement in PDF format .
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1 year ago
Dear Silvia1967,
I'm glad your deposit has been credited to your account balance. Could you please advise if you have already made a withdrawal request? Do you need us to assist you further, or is this case now resolved?
Regarding the bank statement, as the casino mentioned above, please send it in PDF format to: vip@cobracasino.com
Kind regards,
Tomas
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1 year ago
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I have already sent all the documents and my account has been verified. I am now curious whether the credit will also be paid out
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1 year ago
Hello Silvia,
Thank you for your feedback!
I can see your cashout was processed successfully. Allow me to assure you that, we're more than happy to payout the winnings and we have no interest to dissapoint our customer base.
Please, let us know once the funds arrive, I will be happy to assist you further if you need anything.
Have a wonderful weekend ahead!
Sincerely,
Liz @ Your VIP Manager Cobra Casino
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1 year ago
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I'll do that. That's all done and you can see this case as done.
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1 year ago
Dear Silvia1967,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and 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.
Best regards,
Tomas
