Casino Rocket - El depósito del jugador nunca ha sido acreditado a su cuenta de casino.

Hello, on February 23, 2022 I deposited €100 with Sofort. The money has not been credited to the casino account as of today, March 6th, 2022. I also contacted support several times via chat, also uploaded proof of payment. Nothing happens!

Kind regards

Michael S

Hallo, am 23. Februar 2022 habe ich 100 € mit Sofort einbezahlt. Das Geld wurde bis heute, 6. März 2022, nicht dem Casinokonto gutgeschrieben. Habe auch mehrmals den Support per Chat kontaktiert, auch den Einzahlungsnachweis hochgeladen. Es tut sich nichts !

MfG

Michael S.

Dear mws1,

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.

Could you please advise if it was your first deposit in this casino? Have you contacted your bank already? They need to be part of the investigation too. Additionally, please forward your payment receipt 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 

Thank you, mws1, for your reply and email. Could you please advise if you've contacted your bank already?

Hello, I didn't contact my bank because this is an automatic transfer to the casino via the casino's payment service provider, in this case Payop. My bank will only tell me which account the money went to. I have emailed you proof of payment. Lt. Based on the reviews on your forum, I'm not the only one who has this problem. I had the same problem at Oshi Casino and it was Payop too. The casino should please contact your payment service provider. There is also evidence on Trustly that

Payop not working properly.

Hallo, meine Bank habe ich nicht kontaktiert, da es sich hier um eine automatische Überweisung an das Casino über den Zahlungsdienstleister des Casinos, hier Payop, handelt. Meine Bank wird mir nur mitteilen auf welches Konto das Geld geflossen ist. Meinen Zahlungsnachweis habe ich Ihnen per E-Mail zukommen lassen. Lt. den Bewertungen auf Ihrem Forum bin ich ja nicht der Einzige der das Problem hat. Ich hatte das Problem auch schon im Oshi Casino und es war auch Payop. Das Casino soll sich doch mal bitte an Ihren Zahlungsdienstleister wenden. Auf Trustly gibt es auch Hinweise das

Payop nicht ordnungsgemäß arbeitet.

Hello, the amount has now been credited to my casino account. Thanks very much. The case can be closed

Hallo, der Betrag wurde jetzt meinem Casinokonto gutgeschrieben. Vielen Dank. Der Fall kann geschlossen werden

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, mws1, for your cooperation and 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