Roo Casino - Player’s deposit has never been credited to his casino account.

two deposits 1 for 300 and 1 for 350 both transactions were declined. Then i found the amounts pending in my bank account 4 days later the funds left my account and nothing was credited to my account. the casino says the 350 was credited moments after i deposited it and was played ( lies ) and the also state that the 300 wasnt made at there casino. ( lies )

Dear Buck,

Thank you very much for submitting your complaint and forwarding both payment receipts (they’re both for $300, is that correct?). 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, casino has its hands tied. Meanwhile, I would strongly recommend not to deposit anymore funds until the issue is sorted.

Could you please advise if you have contacted your payment provider/bank already?

Regarding the second deposit which has been played supposedly, could you please forward your game and cashier histories to petronela.k@casino.guru?

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

Best regards,

Petronela 

Hi Thankyou for your reply I asked roo casino to provide them they wont. I made these transactions from Roo Casino St George sent me emails asking me to put the number in i did that and then they were declined. I then checked my bank and both transaction were listed as pending. the money left my account about the 4 and 5th of December. St George is also investigating the matter. I spoke on the phone to St George the next morning and the lady told me those funds had still not left the bank but were pending and we all know casino do not give you credit on pending amounts. I asked st george to put the amounts back to my account as they were declined transactions but the bank said they cant while its pending. But i can guarentee you i never got to use the two declined transactions and I have sent you more photos to the email provided. Yes St George has indicated that they are proceeding with my disputes

Yes the first one was ok from memory

Thank you very much, Buck, for providing all the necessary information. I will now transfer your complaint to my colleague Nick who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Appreciated

I would like to ask RooCasino to join us and help us resolve the player's issue.

Yes no problems with that.

We haven't receive any answer from the casino yet. Please note, if we won't get any respond from the casino, the complaint will be closed as "unresolved", which could lead to casino's rating deduction.

Well I expected as much they havent been able to give me a straight answer and to be quite honest I dont think they even know the right answer there replys to me were always vague and in 1 instance a flat out lie. anyway it Christmas please everyone have a great and safe day regards Buck

Dear Buck,

Happy Holidays and New Years. Unfortunately, the casino did not respond to us in any way so in this case there isn't much we can do for you. The complaint will be closed as unresolved and it could affect the casino's reputation negatively. Please do not hesitate to contact us if you will come across any trouble in the future.

Best regards,

Nick

Casino.guru