The player from Australia had reported a problem with Royal Reels, where his deposit of $150 made on 11th Jan 2024 had not been credited to his account. He had mentioned that the casino's support was unhelpful, asking for a PDF of statements instead of screenshots as proof. The player had faced a similar issue with The Pokies. After we had advised him to contact his payment provider and wait for a month for the investigation, the player confirmed that the credit for his deposit had been received. Consequently, we had marked this complaint as 'resolved'.
Royal Reels Casino - Player's deposit was not credited.
Amount: A$150
Royal Reels Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 months ago
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3 months ago
Hi deposited $150 via payID on 11 Jan 2024 and have still not been credited by Royal Reels.
The casino support is no help whatsoever. I have provided screenshots as requested and now they say that screenshots are not acceptable and pdf copies of statements are required. I have since provided this and there is still no response from the casino.
I have the same issue with The Pokies.
Regards
Daniel
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3 months ago
Dear danieljcarlino,
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 that takes approximately one month. In these cases, the 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.
- Could you please advise if it was your first deposit in this casino?
- Have you contacted your payment provider already? Ideally, they should be part of the investigation.
I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.
Best regards,
Petronela
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3 months ago
i have deposited many times and yes I have contacted the payment provider
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3 months ago
I completely empathize with your frustration, danieljcarlino. As I mentioned previously, the process of locating and refunding your funds to your bank account or crediting them to your casino account may take some time. In order to give the casino sufficient opportunity to investigate and resolve the issue, I will extend the timeline for an additional 14 days, making it a full month. If no progress is made by then, we will step in and intervene. Let's remain optimistic and anticipate positive news regarding your deposited funds. Thank you for your patience and understanding in advance.
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3 months ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, danieljcarlino, for your confirmation, and please don’t 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,
Petronela
Casino.Guru
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