CobraSpins Casino - Player’s deposit has never been credited to their casino account.

Hi,

i opened an account on Friday 29th January, deposited £50, and then another £100, my second £100 deposit failed so I attempted it again, turns out the first one went through and came out my bank account. So they have an extra £100 of my money that I have no idea where it is...I got lucky over the weekend and now have a balance of £800 in my account. I have submitted all the documents they’ve asked for. I have had NO reply from the casino AT ALL!! And I don’t know where to go from here. Is there anything anyone suggests???

thanks

Dear Kieran2306,

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, the casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.

Could you please advise which payment method you have opted for and if you have contacted your payment provider/bank already? If there’s any relevant communication, please forward it along with the 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 there,

I have contacted my bank this morning and they said they have to wait for the payment to go through before they can investigate. However I have received an email from the casino this morning asking me for proof of the deposit which I’ve provided to them, it’s the only reply I have received in 3 days, I have a balance in my account which I want to withdraw as well and supplied all documents for, but nobody is getting back to me in regards to this.

Thank you, Kieran2306, for your reply. We will contact the casino and ask for their assistance, but, before we do so, could you please forward the payment receipt to petronela.k@casino.guru?

Hi there,

i have just done that. It also states on their terms and conditions that all accounts will be verified within 24 hours of opening the account but it’s been 4 days for me now and I still haven’t received any responses regarding this.

Thank you very much, Kieran2306, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear Kieran2306,

I’m sorry to hear about your negative experience. I'll try my best to resolve your case as soon as possible.

I would like to ask CobraSpins Casino to join this conversation.

Hi,

Thank you. I have sent the casino several emails as that’s the only way to contact them and I’ve had one reply in the last 4 days, so I highly doubt they’re going to reply to this chat. But we’ll see. Thanks

Update - so they have finally added the missing deposit to my account, but does not make any difference as they have still not verified my account and still not replying to any of my emails. I can’t help but feel like I’ve been scammed completely here and they are probably an illegal gambling site. I have over £1000 now in my account and I can’t withdraw it until my account is verified. Surely this is illegal?

Dear Kieran2306,

I’m glad there’s at least some good news! We are still trying to contact a casino representative that would be able to provide us with information relevant to your case. In the meantime, please keep us posted here on any development regarding your case.

Morning,

so last night I received an email asking me to upload some documents (which I’ve already done 5 days ago). So I have uploaded them all again, so we will see what happens. Thanks for your help so far.

Dear Kieran2306,

Have there been any new developments in regards to this issue?

We would like to ask Cobra Spins Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Dear Kieran2306,

Unfortunately, we have not received any response from the casino. Could you please let us know if there have been any new developments in your case?

Dear Kieran 2306,

We are extending the timer by 7 days. Please kindly note that in case you fail to update the status of your complaint in the given time frame, we will have to reject it.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with the investigation or suggest possible solutions.

The player can reopen this complaint anytime.