Casino Rocket - Hráčův vklad nebyl nikdy připsán na jeho kasino účet.

On 01/01/2022 I deposited € 20 via "Sofort". The money was immediately debited from my account, but despite multiple inquiries and provision of screenshots, the money has not yet been credited to my player account.

If you turn to the live chat they say that everything is under control and that's it.

Am 01.01.2022 habe ich 20€ via "Sofort" eingezahlt. Das Geld wurde sofort von meinem Konto abgebucht aber trotz mehrfachen Nachfragens und Bereitstellung von Screenshots ist das Geld bis zum heutigen Tage nicht auf meinem Spielerkonto gutgeschrieben.

Wenn man sich an den Live-Chat wendet sagen die das alles unter Kontrolle ist und das war es.

Dear emailschmaeck,

Thank you very much for submitting your complaint and forwarding the payment receipt. 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.

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

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

Best regards,

Petronela 

Dear emailschmaeck,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.