The player from Germany has deposited money into casino account but the funds seem to be lost. Player’s complaint has been resolved successfully.
Rabona Casino - Player’s deposit has never been credited to his casino account.
Amount: €80
Rabona Casino
Safety Index:HighSafety Index
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8.0
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
Public
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2 years ago
Translation
Hello, I deposited €80 into this casino on Sunday. The amount was not credited immediately, so I asked support if it might take longer and they said yes, it can take up to two hours. The next day still nothing. I ask support again what's going on, they tell me that an error has occurred and they will email me today or tomorrow (this Monday or Tuesday) and find a solution. Today is Thursday and I still have no info. I asked again, but always get the same thing. An email will be sent to you. My money is just gone. I don't know what to do, that's why I'm here. 🙂
Automatic translation:
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2 years ago
Dear keejan,
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.
If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.
Could you please advise if it was your first deposit in this casino? Have you contacted your 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,
Petronela
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2 years ago
Translation
So that was already my second deposit. The first went quite normally. I've already contacted Giropay but haven't gotten a response yet. I'm just wondering what went wrong because the transfer went to exactly the same bank as before.
Automatic translation:
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2 years ago
I fully understand your frustration, keejan. 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.
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2 years ago
Dear keejan,
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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2 years ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, keejan, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
