Cobra Casino - El depósito del jugador no fue acreditado.

I deposited 70 euros on January 13th, the deposit was rejected. In the chat I was only told to wait a few days until it was credited

Habe am 13 Jänner 70 Euro eingezahlt die Einzahlung würde abgelehnt.Im Chat würde nur gesagt ich soll ein paar Tage warten bis es gutgeschrieben wird

Dear Silvia1967,

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

I don't intend to pay anything else there.

I sent a screenshot that I deposited it into the casino account.

Habe nicht vor dort noch etwas einzuzahlen.

Habe Screenshot geschickt das ich es auf das Casino Konto eingezahlt habe.

I've already talked to my bank, I have to pay at least 20 euros and I'm not sure if I'll get my money back. I'll wait for the next week to see if the money is booked back, otherwise I'll ask a lawyer what to do can

Habe schon mit meiner Bank gesprochen muss mindestens 20 Euro zahlen und da ist auch nicht sicher ob ich mein Geld wieder zurück bekomme.Werd noch die nächste Woche abwarten ob das Geld zurück gebucht wird, ansonsten werde ich mich bei einem Anwalt erkundigen was man da machen kann

Dear Silvia1967,

The bank requested you to pay 20€? Did you forward the payment confirmation to the casino?

I only found out from the bank what I can do. Yesterday I asked Cobra Casino in the chat what happened to my money, and I got the answer I should please wait three days, they would book it back to my account.

Ich habe mich nur bei der Bank informiert was ich da machen kann Habe gestern mit Cobra Casino im Chat nach gefragt was mit meinem Geld passiert ist ,da bekam ich die Antwort ich möge bitte noch drei Tage warten sie würden es auf mein Konto zurück buchen.

Dear Silvia1967,

Please let us know if there will be any update after 3 days. I will set the timer back to you until then.

Yes let them know as soon as there is something new.

Ja sage ihnen Bescheid sobald es etwas neues gibt.

Today, Thursday, January 26th, there was no money in the account, I'll have to wait until tomorrow to see if anything is posted, otherwise I'll have to consider legal action.

Heute Donnerstag 26 Jänner war Geld nicht am Konto,warte noch bis morgen ob da was gebucht wird, ansonsten muss ich mir rechtliche Schritte überlegen.

Even today, Friday, the money would not be booked. After another request in the chat, I should send my account statement in PDF format. I asked on Monday last week whether any documents were still needed, and I was told they no longer need anything.

Auch heute Freitag würde das Geld nicht verbucht.Nach neuerlicher Anfrage im Chat soll ich Kontoauszug in PDF Format senden.Ich habe das schon vorige Woche am Montag gefragt ob noch irgendwelche Dokumente gebraucht werden,da sagte man mir sie brauchen nichts mehr.

Thank you Silvia1967 for all the information provided so far. I will now forward your complaint to my colleague Tomas (tomas.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Thanks can use any help.

Dankeschön kann jede Hilfe gebrauchen.

Hi Silvia1967,

I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.

I'd like to ask Cobra Casino to join this conversation and share more information regarding the case. Can you please provide us with the information regarding the player's pending deposit?

Thank you.

Best regards,

Tomas

Yes it's no problem. I have the screenshot that I deposited into the account.

Ja ist kein Problem.ich habe den Screenshot das ich auf das Konto eingezahlt habe.

And what I can't understand at all is that the money can simply disappear into thin air. I also find the staff in the chat very questionable. I asked on January 16th if I still needed documents and I was told no, the money will be Posted back to my account within 10 days. After these were over I asked again and now they want a statement in PDF format.

und was ich überhaupt nicht verstehen kann das ,das Geld sich einfach in Luft auflösen kann.Auch das Personal im Chat finde ich sehr fragwürdig den ich habe am 16 ten Jänner gefragt ob ich noch Dokumente gebraucht werden und es wurde mir gesagt nein das Geld wird wieder auf mein Konto gebucht innerhalb von 10 Tagen.Nachdem diese vorbei waren habe ich nochmals nach gefragt und jetzt wollen sie Kontoauszug in PDF Format.

Dear Silvia1967,

Could you please provide the casino with the requested document? I believe it would help to resolve your case.

Kind regards,

Tomas

Yes I could but what is the casino doing about my expenses and my account balance

Ja könnte ich aber was geht dem Casino meine Ausgaben und mein Kontostand was an

Hello Silvia,

My name is Liz and I am the VIP Manager of Cobra casino. Hope you're doing well!

I have checked your case and your communication with our agents and the documentation you have provided.

Please, firstly allow me to explain how payment providers/method work and perhaps this will be more helpful.

The transactions entered the account profile are out of our control - the Casino has payment methods that are presented in the deposit page based on the license its operating and sometimes the payment methods can have issues, unfortunately.

I have checked your deposit and can see that unfortunately, as you stated it's not successful. You have been advised by our agents that within maximum 10 business days funds will return, and if not that you must contact us with a bank statement, so we can escalate further to the payment provider.

Unfortunately, sometimes due to network issues and further technical queries, the transaction can be taken out of the bank account, but NOT credited in the casino. It's never lost - as it cannot be lost, but it must be traced, if it's held by the bank (your bank), by the provider(payment provider), or it's just stuck between sources before being credited.

I will be happy if you send your bank statement since the day of the deposit until the end of the month to vip@cobracasino.com

We will escalate immediately to our payment provider for further investigation and tracing the funds.

Please, note that the funds are not lost and we will do our best to help you receive them - money cannot be lost and we will cooperate so they can be returned.

In the meantime, please send the document to vip@cobracasino.com or contact us via livechat and ask for Liz the VIP Manager - you will be transferred to me and I will further cooperate.

Sincerely,

Liz

So I have to send you an account statement that is actually private, I don't understand what should be different on the account statement like the screenshot that the money was debited and you can also see which account the money was booked to. I find it strange that they my expenses and see my payments.

Also ich muss ihnen einen Kontoauszug schicken der eigentlich privat ist, verstehe nicht was am Konto Auszug anders sein soll wie der Screenshot das das Geld abbucht wurde und man da auch sieht auf welches Konto das Geld gebucht wurde.Finde es schon seltsam das sie meine Ausgaben und meine Zahlungen sehen dürfen.

Dear Silvia1967,

Please try to understand that an original bank statement is mandatory here. Screenshots might not be sufficient in cases like this, and frankly speaking, this is a pretty common practice for casinos to ask for such documents.

If you like to proceed with resolving your case, I recommend you provide the casino with the requested document. Please let us know once you have done it.

Thank you.

Kind regards,

Tomas

Dear Silvia,

Please, allow me to assure you that we follow strict procedures and GDPR requirements, we will not share any documentation or use it for any purposes, unless the purpose of verification and tracking the funds with the payment method used.

Feel free to send me directly the document to vip@cobracasino.com and I will manage it personally with the payment provider as a VIP Manager. It will not be disclosed to any other people unless the needed departments to resolving your case.

Looking forward for your reply.

Thanks in advance!

Sincerely,

Liz @ VIP Manager Cobra casino

I see the money has been found. Will send it back to me now as I don't want to play with them.

Wie ich sehe wurde das Geld gefunden.wird es mir jetzt zurück überweisen,den ich möchte nicht bei ihnen spielen.

The money was credited to my gaming account after 19 days. I now have a profit of 190 euros and am curious whether I will also get this paid out, since my account has now been activated. And no online casino has yet asked me for an account statement in PDF format .

Das Geld wurde nach 19 Tagen auf meinem Spielkonto gutgeschriebenHabe nun einen Gewinn von 190 Euro und bin gespannt ob ich diesen auch ausbezahlt bekomme,nachdem ja mein Konto jetzt frei geschalten würde .Und einen Kontoauszug in PDF Format hat bisher noch kein Online Casino von mir verlangt.

Dear Silvia1967,

I'm glad your deposit has been credited to your account balance. Could you please advise if you have already made a withdrawal request? Do you need us to assist you further, or is this case now resolved?

Regarding the bank statement, as the casino mentioned above, please send it in PDF format to: vip@cobracasino.com

Kind regards,

Tomas

I have already sent all the documents and my account has been verified. I am now curious whether the credit will also be paid out

Ich habe bereits alle Unterlagen gesendet,und mein Konto wurde verefiziert .Bin nun gespannt ob das Guthaben auch ausbezahlt wird

Hello Silvia,

Thank you for your feedback!

I can see your cashout was processed successfully. Allow me to assure you that, we're more than happy to payout the winnings and we have no interest to dissapoint our customer base.

Please, let us know once the funds arrive, I will be happy to assist you further if you need anything.

Have a wonderful weekend ahead!

Sincerely,

Liz @ Your VIP Manager Cobra Casino

I'll do that. That's all done and you can see this case as done.

Werde ich machen.Somit hat sich das alles erledigt und man kann diesen Fall als erledigt ansehen.

Dear Silvia1967,

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,

Tomas