Rolletto Casino - プレイヤーの入金が遅れています。

i made a deposit via bank transfer for £1000 at this casino and usually I receive it instantly in my balance but i did not receive it within 40 minutes so i contacted the live chat and they told me there was a problem with deposits and it should be resolved soon and was told to contact again if I didn’t receive it within an hour.. I then contact again after an hour after having no sign of the money in my balance and support agent Miles told me that the issues were resolved and that "bank transfers don’t get processed on the weekends" so I will have to wait until monday to receive my deposit in my balance. This is far from the truth as I have made deposits via bank transfer on the weekends before and had no issues at this casino and multiple other casinos using the same deposit methods.

This casino is withholding my £1000 and when challenged further "Miles" the support agent closed the chat and basically told me to do one! Very unprofessional and I would like to escalate this further.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate, but bear in mind that it’s a manual process that might take up to a month to resolve. In these cases, the casino usually has its hands tied. I would also strongly recommend against depositing any more funds until the issue is resolved.

If the money got lost during the transaction, it will take some time before it’s credited to your casino account.

I’m sorry we couldn’t be of much help now. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding.

Best regards,

Tomas

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear swooft123,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Tomas