The player from Australia had deposited $400 via credit card. Despite being charged and the funds having been deducted, the casino had marked the payment as failed. The player had provided necessary documentation multiple times over 21 days, but the deposit had still not been honoured. The player had also contacted their credit card provider but didn't want to issue a chargeback. We had requested the player to forward the communication between them and the casino, however, the player did not respond. As a result, we were unable to investigate further and had to reject the complaint.
Royal Reels Casino - Player's deposit is not recognised by casino.
Amount: A$400
Royal Reels Casino
Safety Index:HighSafety Index
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8.8
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
7 months ago
Public
Public
7 months ago
Deposited $400 via credit card. Card was charged and funds deducted from account.
Casino marked payment as failed and asked for bank statements, screenshots and 7 working days in case of an authorisation hold. All documents provided on multiple occasions and still have not honoured the deposit even though they clearly received funds. Deposit made over 21 days ago now.
Have made multiple attempts to resolve with live support who keep saying it’s being escalated with no response as promised.
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7 months ago
Dear meanertube,
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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7 months ago
Thank you for the quick reply.
Yes I’ve contacted credit card provider but am not wanting to issue a chargeback as this can put you in bad standing.
I was hoping the casino would do the right thing after documentation was provided but getting no where with their live support.
They appear to have no intention of crediting my deposit and won’t be depositing anything more until it is resolved.
Public
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7 months ago
Dear meanertube,
Can you please forward the communication between you and the casino regarding this issue to nikolas.b@casino.guru?
