The player from Austria had a failed deposit in which the money was deducted from his bank account but was never credited to his casino account. After weeks of unhelpful support interactions, he closed his account as the casino claimed the transfer had never been made. The Complaints Team was unable to assist further due to the player's lack of response to inquiries, which led to the rejection of the complaint.
RickyCasino - Player’s deposit is missing.
Amount: €30
RickyCasino
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 month ago
Public
Public
3 months ago
Translation
A deposit failed, with the money being normally deducted from my bank account but never credited to my casino account. After weeks of chats and emails with support and sending countless documents, I was told that I had never made a transfer and that I should contact my bank. This is absolutely not true (see attachment). After this, I closed my account because dealing with this casino leads nowhere; they apparently just kept my money. The account closure process took only a few seconds, clearly showing that I was deliberately stalled for weeks regarding my money.
Automatic translation:
Public
Public
3 months ago
Dear Mukezz,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate, but bear in mind, that it’s a complicated process that takes approximately one month. In these cases, the casino usually has its hands tied.
I’m sorry that we couldn’t be of much help at this time. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding.
Best regards,
Veronika
