Cobra Casino - Spelarens insättningar har aldrig krediterats till deras kasinokonto.

I made 6 payments, these were debited from my bank account but not credited to my player account.

Contacted support several times but only reassurances.

Ich habe 6 Zahlungen getätigt, diese wurden von meinem Bankkonto abgebucht aber nicht auf meinem Spielerkonto verbucht.

Mehrere Male Kontakt mit dem Support aufgenommen, aber nur Vertröstungen.

Dear IL79,

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 depositing 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 they were your first deposits in this casino? Please forward your payment receipts 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 

Hello Petronella,

no, it was not the first payment to this casino.

I had already contacted my bank and they informed me that the money had been properly received by the recipient. However, it was not credited to my player account. I had also contacted their support, but I was put off that I would have to wait 14 days. But it's been a long time.

I have sent THE payment receipts to your email.

Kind regards

Iris L****

Hallo Petronella,

nein, es waren nicht die ersten Zahlungen an dieses Casino.

Mit meiner Bank hatte ich auch schon Kontakt aufgenommen und diese teilte mir mit, dass das Geld ordnungsgemäß beim Empfänger eingegangen ist. Meinem Spielerkonto wurde es allerdings nicht gutgeschrieben. Ich hatte auch mit deren Support Kontakt aufgenommen, da wurde ich allerdings vertröstet, dass ich 14 Tage warten müsste. Es ist aber schon bei weiten länger her.

DIE Zahlungsbelege habe ich an Ihre E-Mail geschickt.

Mfg

Iris L****

I fully understand your frustration, IL79. 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 14 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 IL79,

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.

Thanks, the problem is solved.

Danke, das Problem ist gelöst.

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, IL79, 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