Royal Reels Casino - Player’s deposits failed to register.

2 deposits using the payid option failed to register with site, yet have been credited to casino bank. Osko payments are fully tracked. 4 separate chat session over 3 days has left me initially frustrated to total blowing a gasket.

4 times I was asked to supply receipts. 4 times I provided receipts. 4 times I've asked for this to be escalated. It seems 4 times the issue was left unattended. 4 times I've been asked the same questions , because they had no history of previous conversations. I'm sorry, I've been talking to absolute idiots.

The payid option to deposit has since been removed. I do not oppologise for my 4th chat session remarks.

Dear Crikeym8, 

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

Dear Veronica.

Payid or osko as its called is a great Aussie facility. It provides instant bank to bank transfers which can be tracked in real time by the senders and receivers bank. My bank can confirm your bank has received and credited your bank.

In regards to taking upto a month to check. Well , that's incorrect. It takes 2 mins.

Like I have reiterated to all your staff on now 5 separate occasions.

1 open your internet banking.

2 search for the payment number provided on the receipts I've sent you on four sepperate chat sessions.

3. Credit my casino account

That's it. It's that simple. You don't require a bank statement. You don't require a letter from my bank proving the transaction have left my account. You especially don't require a month to locate the transactions. Each transaction will have my name, my email and the email you provided me to send the funds.

You have removed the payid option from your site. And for good reason, it's set up incorrectly. Your system requires players add the additional t letter code to add as message. That's incorrect. Your site provides a unique email for each transaction. That email corresponds to my user name. It is not possible to send casino funds by mistake. It's not possible to send funds twice to same unique email. The email is also provided on receipts.

Put simply, if I've deposited $1000 on 9th as example and you have $1300 in your account then it quite obvious you have additional funds not allocated to a players account.

I will ask, does the casino not have a manager? Why on 5 occasions do your staff not escalate my matter , instead stipulate that they must follow procedures that are outdated and would provide you less not more relevant information.

Again, payid payments are instant, some banks may have 24 hour delay on payments above $200 for first time transfers.

You have the funds, you have the relevant information, you have the relevant screenshots.

The lack of initiative and common sense by casino staff is beyond anything I've ever experienced in 53 years. It is my belief you don't have a manager or supervisor. And I don't believe you have in house payments team. What I've had to endure past 4 days is beyond comprehension.

Veronica, my response is worded as you being the casino representative. My opologies, but you get my drift.

*update. My bank , after requesting copy's of chat sessions reversed the transactions via internal.

Unfortunately, she stated that any future payments to casinos financial institution will no longer be issued under Osko payments system. For all customers not just mine.

Sorry, not of my doing, and I doubt casino cares as they're moved payid option anyway.

Do I understand correctly that your deposit amount has been returned to your bank account?

Correct. My bank reversed the funds. They were unclaimed. Unclaimed means casino checkout system failed to credit deposits. I put it down to casino not implementing the payid into casino correctly. I do know it can be a bugger to implement. So I can't place all blame on casino, but casino staff need better knowledge for future.

Could have been handled better.

Thank GURU!

Dear Crikeym8,

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