Royal Oak Casino - Player’s deposit has never been credited to their casino account.

On the 1st April I made a deposit of £100 into my royal Oak account, but its via a payment company called INT'L. It came up saying transaction unsuccessful, so I tried again, this time with just £50. Again transaction failed. I then checked my bank account and both deposits were pending. The money came out of my back account the following day but never reached my Royal Oak account.

Because of the exchange rate the following payments were taken from my account and still haven't reached my Royal Oak account,

01/04/2021

£104.05

£52.02

Please can you help?

Dear Chris558,

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.

Could you please advise if you have contacted your payment provider already? If there’s any relevant communication, please forward it along with the payment receipt to petronela.k@casino.guru.

As I mentioned earlier, if a deposit hasn’t been credited to your account, the casino has its hands tied as only the sender can track the transaction, not a receiver.

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

Best regards,

Petronela 

Hi,

Yes I have contacted my bank and they are going to investigate it. O have also emailed you a picture of the transaction.

Many thanks

Thank you very much, Chris558, for providing all the relevant information.

Unfortunately, we are left with no other option now just to wait for the casino and bank to complete their investigation. Ultimately, the funds should be returned either to your bank account or credited to your casino account.

I will set the timer for 30 days and check back with you in May. I wish I could be of more help. Thank you in advance for your patience.

Hello, so I received and email on the 15th April from Royal Oak Casino saying that their payment provider was at fault and the money will be returned within a few days. I have not received nothing. I email every day and get no reply. But like I said, I have the email proving they ate at fault.

I fully understand your frustration, Chris558. I will set the timer for additional 6 days and if there’s no development by Monday, we will intervene. I know it might look as the casino had already plenty of time to investigate but I would like to allow full 30 days before we will intervene. Thank you in advance for your patience.

Afternoon, I have bern emailing every day asking for my money. I have received no reply.

Thank you very much, Chris558, 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.

I will now try to contact the casino and let them know about your issue.

Thank you, any help help would be very much appreciated.

We are still trying to get in touch with the casino. Extending the timer by 7 more days.

Unfortunately, the casino still did not respond to us, therefore the complaint will be closed as unresolved which could negatively affect the casino's rating. I'm really sorry we could not help you more in resolving your issue but there isn't much we can do as long as the casino in non-responsive. Please do not hesitate to contact us if you will come across any other trouble in the future, we will gladly try to help.

Best regards,

Nick

Casino.guru