Kosmonaut Casino - Player’s deposit has never been credited to her casino account.

Hi I deposited 2600 via bank transfer or veto as they call it and it has been deducted from my bank and not being credited to my account this is going on since Thursday and they keep saying they can’t find the funds I send screenshots of the money leaving my bank and still I have gotten no help

Dear Anne,

Thank you very much for submitting your complaint and forwarding your payment receipt. 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 as you did already. 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 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 located and refunded back to you or credited to your casino account.

Could you please advise if it was your first deposit attempt in this casino?

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

Best regards,

Petronela 

Yes it was my first ever deposit with the casino it is a substantial amount of money and it’s very worrying I deposited via bank transfer

I fully understand your frustration, Anne. As I mentioned earlier, it may take some time for the funds to be located and refunded back to your bank account or credited to your casino account. Therefore, I will set the timer for additional 20 days allowing to casino one full month to investigate, as it is not entirely in their hands, and if there’s no development by then, we will intervene. Let’s stay positive and wait for the good news regarding your deposited funds. Thank you in advance for your patience and understanding.

Hello Anne,

Have there been any developments since our last conversation, please? 

Dear Anne,

Have you received your deposited funds? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

Hello Dear Anne,

As far as we can see all your deposits were successfully credited to your balance immediately after payment (and first deposit 2600 EUR also)

We also see that you have successfully won and increased your balance by more than 2 times and we congratulate you on this. It's not quite clear the complaint, because your deposits were credited immediately, probably some error was on your side (browser, internet connection or something else).

We look forward to seeing you with us again and good luck! 🙂

Thank you very much, Kosmonaut Casino team, for your assistance and clarification.

Dear Anne,

Could you please confirm that the issue has been resolved or is there anything else we could try to help you with?

Dear Anne,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Even if we assumed that the issue has been resolved, without a confirmation from the player, we were forced to reject this complaint.

The player can reopen this complaint anytime.