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

Hi there,

I made a deposit of €70 at 4.50pm on Saturday. The money was made via instant banking, i.e. real-time transfer. The money was withdrawn straight from my bank account but nothing came to my casino wallet. The support only puts me off and says they are researching. But I have the feeling that nothing is being done.

I have already provided the casino with a screenshot of the deposit from my bank account, but no reaction to it.

I am asking casino guru for help as I feel I will not receive any money otherwise.

Thank you.

Hallo,

ich habe am Samstag um 16.50 Uhr eine Einzahlung von 70€ getätigt. Das Geld wurde via Sofortbanking also Echtzeit-Überweisung getätigt. Das Geld war direkt von meinem Bankkonto abgezogen, aber nichts kam auf meinem casino wallet. Der support vertröstet mich nur und sagt die forschen nach. Aber ich habe das gefühl das nichts gemacht wird.

Ein screenshot von der einzahlung aus meinem bankkonto habe ich dem casino schon zur verfügung gestellt, aber keine reaktion darauf.

Ich bitte casino guru um hilfe, da ich das gefühl habe sonst kein geld zu erhalten.

Danke.

Dear alpsko,

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 deposits have 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, 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? Please forward your payment receipt along with any relevant communication 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 

Hi there,

I have forwarded the deposit slip to the email address you provided.

The money is 100% out of my bank.

And yes, it's my first deposit.

Hallo,

ich habe den Einzahlungsbeleg an die von Ihnen angegebene Email adresse weitergeleitet.

Das Geld ist zu 100% von meiner Bank raus.

Und ja, es ist meine erste Einzahlung.

Hello, I wanted to say that I have now received the money. Can be closed. Thank you !

Hallo, ich wollte sagen das ich das geld nun erhalten habe. Kann geschlossen werden. Danke !

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, alpsko, 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