White Rabbit Casino - Депозитът на играча не е отразен в сметката на казиното.

Last friday, i deposited to the casino by using the Bp wallet offert by the casino. The sum was taking in my bank account but not credited to my casino account. I contacted live support and the only thing they told me its im trying to fool them by drawing proof and they will not credited the amount. But i showed all the proof i really been charged and they dont want to do anything for me .

Dear alex95damours,

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 that 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 bank 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,

Kristina

No it was not the first time i deposit, but it was the first time I used this method. I already contacted my bank and they told me the transaction was done and complete by our side. I tried to contact the paiment provider and they don’t answered me. Nothing by paiment providee and. The casino support give me a major finger in last answer

I should i do if the payment provider doesn’t give me an answer? Becsuse the first email was sent Friday directly after the missing deposit and they dont answer even not a confirmation they received my email

Im still not receiving any answer from paiement provider and the casino doesnt answer me too

Thank you for your reply, alex95damours. Could you please post a screenshot of your deposit history here?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. 

In my history casino, the transaction doesn’t appear anywhere. I was just charged by bp wallet and they don’t answered to my email

They don’t refund me and they not answering anymore …

Finally got this message from the payment provider. But honestly, I will never play or deposit a single $ at White Rabbit Casino again. The customer service agent never showed me any support or guidance through the process to get more information on what happened with my deposits. He accused me of having fabricated my own proof of bank receipt and that he regularly saw dishonest players like me who claimed an unmade deposit. He even gave me the middle finger during our last exchange to never follow up on my messages again. I have never been treated like this when I was telling the truth. I am closing my account at this casino

Finally got this message from the payment provider. Mais honnêtement, plus jamais je ne jouerai ou déposerai le moindre $ sur white rabbit casino. L’agent du service clientèle m’a jamais démontré aucunement de soutient ou guider dans le processus à faire pour avoir plus de renseignements sur ce qui c’est passé avec mon dépôts. Il m’a accusé d’avoir moi même fabriquer mes preuves de reçu de banque et que il voyait régulièrement des joueurs malhonnêtes comme moi qui réclame un dépôts non effectué. Il m’a même fais un doigt d’honneur durant notre dernier échange pour ne plus jamais redonner suite a mes message. Jamais on m’a traiter de la sorte en plus quand je disais la vérité. Je ferme mon compte à ce casino

Alright. Please, let me know when you receive the refund.

Yes i will, thanks

No refund received

Thank you very much, alex95damours, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Thanks , but I’m think I was scammed by them , it’s unfortunate I don’t receive any help from white rabbit support only got insulted and told me I was trying to stolen them. In any part I receive apologies or support by them. And the Bp wallet isn’t better to help me than answering at interval of 4-5 day to said they did the refund but more than 2 weeks later I don’t see the colour of my money

Do I understand that my complaint is irrelevant?

Dois-je comprendre que ma plainte n’est pas pertinente ?

Hello alex95damours,

My name is Stefan, and I will take care of this complaint from now on. Please, keep in mind that it can take up to 30 days to receive your refund back to your bank account. Could you let me know once you receive the refund? I will extend the timer by an additional 14 days.

I'll be awaiting your reply.

Sure I will

I receive it today

Hello alex95damours,

Do I understand correctly that your issue has been resolved and I can close the complaint as "resolved"?

I'll be awaiting your reply.

Thank you, I received the money from the bp wallet supplier, but I want my opinion on the pending casino to be published because they were of no help bordering on the vulgar and I want to ensure that the we know that customer support is truly unprofessional

Merci , j’ai reçu l’argent du fournisseur bp wallet, mais je tiens a ce que mon avis sur le casino en attente sois publier car ils ont été d’aucune aide à la limite du vulgaire et je tient à çe que l’on sache que le support client est véritablement non professionnel

Dear alex95damours,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not 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,

Stefan

Casino.Guru