Casino Rocket - Kasino ei tunnista pelaajan talletusta.

I made the deposit 18hrs ago. I have been in touch with their support staff and still nothing is getting done.

I have provided all evidence they asked for, submitted it all through their document upload section like I was asked to. All the evidence has been accepted and still no resolution.

The last person a spoke to told me to contact them on Monday, and they should know by then if they'll honour my deposit.

Dear dpeds13,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Casino Rocket.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Have you made any previous deposits in this casino using this particular payment method?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hi mate. I really appreciate your help and your response.

I have made a deposit using this method previously, but that's dating back to October last year. I have forwarded the email chain that I've been communicating with an agent (Belle).

I've tried several times through multiple avenues to get some sore of suitable response and, at best, have been given the run around coupled with some buzz words to make it sound like someone might be doing something.

Still no refund, still not credited to my account. Please see the email for a tid bit of that.

Thanks again

Dan

Could you please share a full hash of the transaction or a link to the transaction from a blockchain explorer?

Have you received any further feedback from the casino other than their response from April 26th?

Absolutely none mate. Not an email etc. I've joined their live chat a few times to get either passed to another person constantly, or to have my wait times just keep dragging out longer and longer.

Thank you very much, dpeds13, for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru)  who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, dpeds13!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Good Day dpeds13 and Pavel,

I'm sorry to hear that your experience with us was unpleasant.

In most circumstances, the deposit reflects immediately on your account; however, there may be times when the payment service provider is experiencing technical difficulties.

Our payments investigated this matter and was updated on our end on the 26th of April. I can also see that dpeds13 was advised by our customer support of the outcome of the investigation most recently on the 4th of May. It was concluded that the minimum deposit amount was not made and therefore the funds were lost. This is extremely unfortunate but was the outcome of our internal investigation.

I hope this information helps and if you require any further assistance, please do not hesitate to contact us.

Kind Regards,

Casino Rocket

Casino Rocket, thank you for your response!

As I have found in the casino Terms and Conditions, minimum deposit is $10 or equivalent:

"Please note that the minimal amount of deposit is $10 or an equivalent. The maximum amount of deposit depends on the payment method you decide to use and will appear when choosing the payment method."

Therefore, given that at the time of the deposit equivalent for the amount debited from the player's crypto account was $22.42, I do not see how it is less than the minimum deposit (as seen on the blockchain explorer).

Could you, please, elaborate on this?

Good Day dpeds13 and Pavel,

I hope you are having a wonderful day so far and we appreciate your patience with us while working on your request.

To elaborate, as per our Terms and Conditions, the minimum deposit would need to be 0.01ETH(plus miner fee). To date 0.01ETH is equivalent to 54.92AUD and therefore the funds were sadly lost.

I hope this provides some clarity and if you require any further assistance, please do not hesitate to contact us.

Kind Regards,

Casino Rocket

Thank you for your response, Casino Rocket!

We have checked it by ourselves and the player was notified about the minimum deposit amount while they were depositing. However, as deposited amount is still on the crypto address assigned to the player's account (according to the Etherscan), we would like to know how will these funds be now used. Also, we believe the gesture of a good will of either refunding the amount to the player or offering them some kind of a compensation (bonus, for example) would be appropriate.

Good Day dpeds13 and Pavel,

I have spoken to our relevant team that manages dpeds13 account and we have added 23AUD x25 wagering to the account as a goodwill gesture for this unfortunate experience. I have taken another look at the account today and can see the funds have been played and dpeds13 was made aware of the bonus being added to the account.

Once again, I am sorry for the inconvenience this has caused you and I hope this is not an issue you experience again with us in the future.

If you need any further assistance, please do not hesitate to ask!

Kind Regards,

Casino Rocket

Casino Rocket, thank you for your response and cooperation!

dpeds13, given the fact that you have been warned about the minimum deposit requirement before making a deposit and the fact that the casino reimbursed you for this situation with a bonus, I will reject your complaint. Please, keep close attention to all which is written in the casino page in the future a be safe!

Respectfully,

Pavel K

Casino Guru Team