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

Hello, I deposited €80 into this casino on Sunday. The amount was not credited immediately, so I asked support if it might take longer and they said yes, it can take up to two hours. The next day still nothing. I ask support again what's going on, they tell me that an error has occurred and they will email me today or tomorrow (this Monday or Tuesday) and find a solution. Today is Thursday and I still have no info. I asked again, but always get the same thing. An email will be sent to you. My money is just gone. I don't know what to do, that's why I'm here. 🙂

Hallo, und zwar habe ich am Sonntag 80€ in dieses Casino eingezahlt. Der Betrag wurde nicht direkt gutgeschrieben, deswegen habe ich beim Support nachgefragt ob das vielleicht länger dauert, und sie haben gesagt ja, kann bis zu zwei Stunden dauern. Am nächsten Tag immer noch nichts. Ich frage wieder den Support was los ist, sie sagen mir das ein Fehler aufgetreten ist und sie mir heute oder morgen (Diesen Montag oder Dienstag) eine Email schreiben und eine Lösung finden. Heute ist Donnerstag und ich habe immer noch keine Info. Habe wieder nachgefragt, aber es kommt immer dasselbe. Eine Email wird Ihnen geschickt. Mein Geld ist einfach weg. Ich weiß nicht was ich machen soll, deswegen bin ich hier. 🙂

Dear keejan,

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, 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? Have you contacted your payment provider already? Ideally, they should be part of the investigation.

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

Best regards,

Petronela 

So that was already my second deposit. The first went quite normally. I've already contacted Giropay but haven't gotten a response yet. I'm just wondering what went wrong because the transfer went to exactly the same bank as before.

Also das war bereits meine zweite Einzahlung. Die erste verlief ganz normal. Habe auch bereits Giropay kontaktiert aber noch keine Rückmeldung bekommen. Ich frage mich halt nur was falsch gelaufen ist, weil die Überweisung genau an die selbe Bank wie davor ging.

I fully understand your frustration, keejan. As I mentioned earlier, it may take some time for the funds to be located and refunded back to your bank account or credited to your casino account. Therefore, I will set the timer for additional 20 days allowing to casino one full month to investigate, as it is not entirely in their hands, and if there’s no development by then, we will intervene. Let’s stay positive and wait for the good news regarding your deposited funds. Thank you in advance for your patience and understanding.

Dear keejan,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Has done itself 👍🏽

Hat sich erledigt 👍🏽

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