The player from Germany faced issues depositing money into the casino, despite multiple attempts to contact support via chat and email. He did not receive any responses regarding his payment, which was recognized by the system but was not credited to his account. We requested the player to provide detailed gaming history from the casino to verify the deposits and gameplay activity. Due to the player's lack of response to our follow-up inquiries and reminders, the complaint was closed at that time without resolution.
Ragnaro Casino - Player's deposit issue remains unresolved.
Closed
Our verdict
Player stopped responding
Amount: €969
Ragnaro Casino
Safety Index 2.1 Very lowCase summary
Discussion
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1 month ago
Translation
I have already tried several contact attempts via chat, where I was referred to the email. support@ragnaro.com I keep getting a message that I've already sent more than 20 emails there, and I keep getting the same message: ::::
Support Ragnaro
12:57 PM (7 minutes ago)
Your request (48568096) has been received and is being reviewed by our support staff.
This email is a service provided by Ragnaro. Powered by Zendesk.
Since then, I haven't received any further messages, neither a reply nor anything else. The problem has been ongoing for some time. I've compiled everything in a PDF, including the TXID/hash of my crypto payment. The payment was recognized by the system but wasn't credited to my account, for whatever reason.
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1 month ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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1 month ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- Are the deposits that have not been credited to your account visible in your casino account’s deposit history? If possible, please send me a screenshot of your deposit history.
- Has the casino customer support contacted you with any requests or provided any information regarding the missing deposits?
- Have you made any additional deposits since these three deposits were not credited?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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1 month ago
TranslationDear Veronika,
Thank you for your feedback.
I will gladly answer your questions in detail:
Visibility of deposits in the casino:
Yes, the deposits in question are visible in the casino's transaction history and are sometimes shown as "credited." However, these amounts were never actually available – neither for use in the game nor for withdrawal.
Contact customer service:
I contacted customer service several times. Unfortunately, I haven't received a concrete or conclusive answer. They simply referred repeatedly to internal investigations, without any results or comprehensible explanation.
Further deposits:
Yes, I made further deposits after the initial problems. These were also confirmed as successful (including blockchain confirmation), however, several of these amounts are still not available in my gaming account.
Additional important information:
I have created a complete document (PDF) which includes the following:
Blockchain transactions (including TXIDs and explorer links)
Screenshots of all deposits
Confirmation that the amounts have been sent to the wallet address provided by the casino.
Documentation of the missing credits
The transactions are publicly verifiable on the blockchain and clearly confirmed as successful.
➡️ This means that the funds have demonstrably arrived at the casino's target wallet, but have not been correctly allocated to my user account.
I will gladly provide you with the full report and all screenshots.
I therefore kindly request that you review the case accordingly and forward it to the casino.
Best regards
Marcel H.
Edited by a Casino Guru admin
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Sensitive attachment
Sensitive attachment
1 month ago
Problem is still not fixed, we coming at no way at all....
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1 month ago
TranslationSo, the latest update from Ragnaro is that they want a history, which makes me wonder why they don't just check it themselves, since I've already sent my history several times. I neither received nor gambled away this money. The casino and I can't seem to find a solution, unfortunately 🙁 🙁...
Greetings
Marcel
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1 month ago
Thank you for your detailed response and for providing additional information important for the resolution of your case. From the screenshots you sent, it appears that all deposits are shown in your account as successfully credited.
To continue with the investigation, we kindly ask you to contact the casino’s customer support via email and request your gaming history in Excel format, starting from the date of your first deposit that you believe was not credited, up to the date of the last disputed deposit. Once you receive it, please forward the file to me at veronika.f@casino.guru. This will allow us to review whether the funds were credited to your account and subsequently used for gameplay.
Thank you for your understanding.
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1 month ago
now we getting something happend there, one means my amounts is Added and reflected to Account Succesful now. But still nothing has been Changed. I was asking again about but again no answer anymore. 2 days ago they Said me , on my 44nd request that I have been played with this Amount but I dont was Play These only the 339,64 where was succesful and credited.. so that means nothing has been changed to my Account, and i didnt played These amount. Thx
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1 month ago
Thank you for providing the CSV file.
However, the gameplay data included does not correspond to the dates of the allegedly uncredited deposits.
To be able to properly review your case, I would need to see your account history specifically from 30 March and 4 February, when you stated that your deposits were not credited.
Could you please provide the full transaction or gameplay history for these periods?
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4 weeks ago
Dear Mabon45,
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.
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4 weeks ago
TranslationHey, I've sent the casino history and other details via email, please.
Please check it out, thank you.
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3 weeks ago
TranslationPlease confirm receipt of my email address.
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3 weeks ago
I have not received any additional emails from you. The only email I received is from 28 April. Please double-check if you entered my email address correctly; it's veronika.f@casino.guru. Thank you for your cooperation.
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2 weeks ago
Dear Mabon45,
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.
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1 week ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Veronika
Casino.Guru
