HomeComplaintsRouge Casino - Player's deposits not credited to casino account.

Rouge Casino - Player's deposits not credited to casino account.

Black points: 40

Amount: €65

Rouge Casino
Safety Index:Very low
Submitted: 17 Aug 2023 | Unresolved : 27 Aug 2023
Unresolved Our verdict

No reaction policy, passive regulator

UNRESOLVED

Case summary

1 year ago

The player from Baden-Württemberg made two deposits to the casino via Sofort, which have been deducted from their bank, but not credited to their casino account. The complaint was closed as unresolved as the casino has no reaction policy.

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1 year ago
Translation

I made two deposits on 21.07, one of 35.-- and another of 40.-- via Sofort. These amounts were withdrawn from my account but as of today, they have not been credited to my casino account.

Automatic translation:
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1 year ago

Dear esleemann007,

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, 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.

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

Best regards,

Nick

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1 year ago
Translation

Dear Nick

To date no payment on my casino account. Got a screenshot of the bank payment

sent but haven't heard anything since.

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1 year ago

Dear esleemann007,

Unfortunately, the casino decided not to cooperate with us in resolving any complaints from the player so we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.

Best regards,

Nick, Casino.Guru

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