Rolldorado Casino - Player’s deposit has not been credited.

Yesterday at 21:08 I made a deposit at rolldorado casino using my Skrill account for the amount of PLN 130. To date, the funds have not been credited to my casino balance, despite immediately reporting the matter to customer service and providing proof of payment. As everyone using Skrill knows, such deposits are instant. 

 And I can understand that they may have some problem with the system, due to which the deposit was not credited automatically. But I think the priority in such a situation should be to check and do it manually. Apparently, the casino has other priorities than providing its customers with their deposited funds.

Dear mkinwest81,

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 that takes approximately one month. In these cases, the casino has its hands tied. Meanwhile, I would strongly recommend not depositing 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’s credited to your casino account.

• Could you please advise if it was your first deposit in this casino?
• Have you contacted the payment provider already? Ideally, they should be part of the investigation.

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Kristina

Hello Krystyna. As for whether this was my first deposit in this casino, yes, it was. But I had previously used many casinos belonging to the same company, namely Terdersoft B.V., which were practically mirror images of each other. Never before, neither in casinos belonging to Terdersoft B.V. nor in any other, when I used my Skrill account to make a deposit, had I had such a situation. And you can believe me Krystyna, I have made hundreds of such transactions.

As for contacting my payment provider, in this case Skrill, no, I have not done so. Because, firstly, I received confirmation from them that the funds had been transferred and secondly, since the moment the casino service reported the matter and forwarded it to the "appropriate department", I have not received any information from them. Neither that the funds had reached them nor that they had not.

With respect,

K*** Marek

Hello again Kristina

I think my complaint can be considered resolved as my deposit has appeared in my casino account.

Thank you very much for your help and for fulfilling this mission of helping players when they find themselves in a difficult situation.

Dear mkinwest81,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Kristina

Casino.Guru