The player from Australia experienced difficulty with a deposit made over a month ago. Despite daily contact and submission of all necessary documents, the casino's deposit team had yet to resolve the problem. We recommended that the player contact his payment provider for further investigation, as the casino typically could not resolve such issues directly. After extending the response time, the player did not respond to our messages, leading to the complaint being rejected due to lack of further information. The complaint was later reopened, and the player confirmed that the deposit issue was resolved.
Royal Reels Casino - Player's deposit has not been credited to his account.
Amount: A$100
Royal Reels Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 months ago
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6 months ago
Deposited 100 bucks a month ago. Contact them nearly daily to see what going on, sent screenshots bank statements in and all keep getting told the deposit team are looking into it and will contact me with outcome. Been trying for literally over a month getting to where. Ticket number 252283 for reference
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6 months ago
Dear cmacg010,
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
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5 months ago
Dear cmacg010,
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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4 months ago
Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.
The player can reopen this complaint at any time.
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4 months ago
We’ve reopened this complaint at the request of cmacg010. The player sent us the following message:
I got my deposit back finally about a week ago
Dear cmacg010,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not 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,
Veronika
Casino.Guru
