UNRESOLVED: Rakoo Casino did not pay refund as promised

Hello, Rakoo casino promised me a refund of my deposits on 28th of April because I have set a 20$ deposit limit per month with my vip manager for 30 days.

One day later they deleted the deposit limit which is against their terms and conditions and so I requested a refund of my deposits. The casino agreed and said I will receive the refund within one week.

Now after two weeks I'm still waiting for my crypto and sepa refund. The casino is ignoring my emails and also does not answer via live chat.

can you please help me?

Hello Pascal107,

Please provide us with your casino username/ID via private message and we'll contact the casino rep to check your account and provide us with additional information.

Thanks, send the message to you.

Hello Pascal107,

Thank you for providing your credentials, we're going to contact the casino representative and update you on this thread as soon as we hear back from them.

Hello Pascal107,

We sent a reminder to the casino rep since we haven't heard back from them thus far. Keep you updated on this thread. 

Hello Pascal107,

We sent another reminder to the casino representative now, hopefully they'll get back to us soon. Keep you updated on this thread. 

Thanks.

Still no answer from them?

Unfortunately no, as soon as we receive a response we'll update you on this thread. 

Hello Pascal107,

We sent another reminder to the casino representative now. Keep you updated on this thread. 

Hello, I have never requested a full refund of all deposits, only the deposits I made after the limit was removed.

It is correct that some transactions have been charged back to my credit card. However, as I have already mentioned several times and also tried to explain by e-mail, the refunds of my crypto and SEPA bank deposits are still missing.
These have not yet been refunded by you and these are the transactions in question.

Regards

Hello there,

After clarifying all the circumstances of the situation and a thorough check, I can inform you that the refund of deposits made by the player after exceeding the deposit limits has been successfully completed.

I have sent a request to the payment provider and will provide confirmation of transactions once I receive the required information.

I would also like to point out that only funds deposited by the player after exceeding the limit were refunded. In compliance with the Terms and Conditions of the casino, there is no reason for a full refund of all player's deposits. Also, a full refund was not discussed in private correspondence with the player either.

Thank you for your interest in this complaint.

Best regards,
Rakoo Casino representative

You did not send a refund of my crypto and sepa bank transactions.

Thats what I'm requesting. Credit card refund is done.

Hello there,

We try to satisfy requests for refund methods, but your preferred method of refund cannot be guaranteed. The company may work through and perform payments using payment systems that differ from the one you requested to be used for processing your refund.

However, the full amount requested has been refunded to your credit card including deposits over the limit that were made by other payment methods.

Hello, unfortunately that's not true.
With my credit card, it is only possible to refund individual transactions directly.
If an attempt is made to refund money that I have deposited via another deposit method to my credit card, this will fail because my credit card can only refund a single transaction. Therefore, it is absolutely not possible to refund deposits from other deposit methods via my credit card.

There are still missing the SEPA deposits (395€) and my crypto deposits (2064 USDT).
This is exactly what I tried to tell my VIP manager and your support via email. Unfortunately, I was ignored both via email and live chat.

Dear Pascal107,

The amount you stated in this message is much higher than the amount of deposits you made after confirming the deposit limit in your email.

You can compare the amount of deposits made after receiving the confirmation and the amount of refund received on the credit card after the appropriate request to make sure that the full amount has been refunded.

Hello, unfortunately I don't have any access to my account anymore. Maybe not all crypto deposits I made was in your casino in this timeframe.

Please tell me the total deposit amount via sepa and crypto after my limit has been deleted.

I can confirm I just received the transactions I made via credit card. Not more than this. The sepa and crypto refund is still missing.

In my credit card history i can also see only 'refund reversal' transactions. This means a deposit I made in your casino has been refunded by you.

But there are no 'deposits to my credit card' from other payment methods. This is also not possible, just the transactions I made with this card can be refunded.

Dear Pascal107,

You can find your request for deposit limit setting, and the time of its confirmation in your email and compare the amount of deposits made after setting and the amount of refund received by yourself.

For this purpose, I recommend using personal online accounts of your payment systems or contacting the support service of payment systems with requests to receive statements for the appropriate period.

Hello,

I already told you several times:

The credit card refund has arrived. The sepa and crypto refund is still missing. That's why I opened the complaint.

Please process also sepa and crypto refund. To my credit card there can only be the transactions refunded that I made with the credit card.

Dear Pascal107,

Okay. Could you please provide all of us with the amount of deposits made after requesting to set up a deposit limit?

Hello, I can't tell you exactly and 100% the total amount because my account is blocked in your casino. And since my deposit limit has been deleted, I made more payments then just to your casino. So for example via crypto it's hard to separate which payments where to your casino.

Can you please provide this details?

Dear Pascal107,

I strongly recommend again that you find your request to set limits on your email, check the date of the email notification that the limit was set, and compare it to the amount of deposits made after the limit was set.

You will then be able to make sure that the amount received on your credit card matches the amount requested. I would like to emphasize once again that deposits made by other payment methods have been returned to the credit card.

Hello, please see here for example, my crypto payments. I can't define which one has been made to your casino.

Do you not have an account overview of my transactions?

Dear Pascal107,

In addition to this, I may note that you indicated a refund amount in your refund request via email, which was fully satisfied. 

Have a nice evening!

Found it.

But again: Only the credit card payments has been refunded.

Dear Pascal107,

You can easily compare the amount of refund requested and the amount received on the credit card to make the situation clear. 

Have a nice evening!

Hello, I already compared it. As I said: Sepa and crypto transactions are missing..  

I'm still waiting for my seps and crypto transactions.

the full amount had not been refunded.

Hello Pascal107,

We are waiting for proof of the refunded amount from the casino representative. We will inform you in this thread as soon as we receive their update.

Hello Pascal107,

Unfortunately, we must mark your complaint as UNRESOLVED. The casino representative is only able to share the ARN (Acquirer Reference Number) of the transactions, which is insufficient for us to conclusively determine if all your deposits exceeding the limit were refunded.

You will need to contact their support for further proof, as they are not at liberty to share financial documents with third parties.

Hello,

thanks for your effort. The problem is, the support is completely ignoring me. My vip manager does not answer me, the support via email does not answer me and the live chat is ignoring me..

I am sorry to hear that Pascal107, I hope that someone will get back to you soon. Keep sending them reminders. 

Dear casino representive, I have send you another email to your support and vip manager.

Please get in touch with my via email so I can close my complaint here as resolved when I finally received the full amount.

Can you please help me to get in touch with the casino via mail?

They still don't respond to my emails and ignore me in live chat. Worst experience ever...

Hello Pascal107,

We will contact the casino rep and refer him to your latest posts. 

Still no response from the support. Still be ignored via live chat.

This casino is an absolute nightmare. Don't play here.Still more then 650$ are missing.

Dear casino rep., can you please tell me why you are completely ignoring me?

Hello Pascal107,

We're sorry but we cannot help you further, the casino is not allowed to share financial documents with third parties as stated above. You have the option of filing a complaint with their licensor. 

But why they don't just answering my emails?

Hello Pascal107,

Unfortunately, they consider your case closed, which is likely why they are refusing to engage further with your issue.

What a sh*t casino. Don't play in this scam casino.