Rox Casino - Η κατάθεση του παίκτη καθυστερεί.

I paid the deposit, provided all sorts of checks, statements, payment orders, but the casino is dragging its feet under the pretext of requiring non-existent types of checks, refusing to credit the deposit and seeking a compromise.

Оплатил депозит ,предоставил всевозможные чеки, выписки ,платежные поручения ,но казино всячески затягивает время под предлогом требования несуществующих видов чеков ,отказывает в зачислении депозита и поиске компромисса

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Dear Mixa71,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you have experienced.

To better understand the exact issue you are facing, could you please clarify the following:

• Is your main issue that the deposit you made has not been credited to your casino account?
• Are you currently unable to withdraw your funds, or have you already submitted a withdrawal that is being withheld or rejected?
• Is the casino requiring you to complete additional verification before your deposit or withdrawal can be processed?
• Could you please specify which documents or checks the casino is currently requesting from you and which of these you are unable to provide?

If possible, please also provide screenshots of the relevant communication with the casino showing their requests and explanations.

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

The casino requires a receipt with the recipient's details, the bank does not give me such a receipt. I contacted the bank's support team 5 times, and they could only give me a payment order indicating the recipient's details and a bank stamp indicating that the payment was successfully completed. In fact, a payment order with a bank stamp indicating execution is a document proving the payment, but the casino categorically does not compromise and demands a receipt. I sent them a screenshot of the conversation with the bank's support team where they refused to issue me a receipt, I sent a video from the phone screen where I show in the app that there is no place in the app where I could get the necessary receipt, but they do not listen to me and do not credit the money to the account and claim that if I do not provide the receipt they require, the money will not be credited to the account. In total, I provided a card statement, a receipt for the transaction, a payment order, a video from the app, screenshots of the correspondence with the bank's support, but they still do not want to hear me and demand a receipt. in a format that the bank does not provide

Казино требует чек с реквизитами получателя банк не даёт мне такой чек ,я 5 раз связывался с поддержкой банка они смогли мне дать только платежное поручение в котором указанны реквизиты получателя и стоит отметка банка о том что платеж успешно завершен,по факту платежное поручение с отметкой банка о исполнении является документом доказывающим совершение платежа,но казино категорически не идёт на компромис и требует чек,я им отсылал скриншот общения с поддержки банка где мне отказывают в выдачи чека,отсылал видео с экрана телефона где в приложении показываю что нет в приложении такого места где можно было бы взять нужный чек ,но меня не слышат и не зачисляют деньги на счёт и утверждают если я не предоставлю чек который они требуют деньги не зачислят на счёт,в общей сложности я предоставил выписку по карте ,чек по операции,платежное поручение ,видео с приложения ,скриншоты переписки с поддержкой банка ,но они все равно не хотят меня слышать и требуют чек в формате который банк не дает

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

Dear Mixa71,

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,

Karla