Hi deposit made by mastercard on 11.8.20 for $98.13 AUD after conversion from Russian ruble. Money taken from my card as you can see. Never applied to my account and they refuse to accept that its been deducted from my account.

I keep emailling them with no response. Ive asked them to close the account and refund the money but no response.and account still open with no funds in it.

Dear James,

Thank you very much for submitting your complaint and for forwarding a screenshot of your bank statement. 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 which takes approximately one month. In these cases, casino has its hands tied.

Could you please advise if you have deposited any funds into your account in the past using the same payment method? Have you contacted your payment provider already?

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Petronela

No this is the 1st deposit with this casino and certainly the last!

I have not contacted my bank as I would have thought this is something the casino could easily look into!

The bank already confirm the deposit has been processed by the casino. 

Perhaps this site is a scam? 

I sent them an email when in first happened and they replied asking me to send proof of payment which I did. Now they wont reply to any emails I send them.

Thank you very much, James, for providing all the necessary information. I will now transfer your complaint to my colleague Zuzana who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

HelloJames,

I am very sorry to hear about your problem.

I would like to invite Koala Royal  Casino to join this conversation and give us more information regarding player's deposit.

Hello James,

We received and recorded your complaint. The matter is being checked with the team on the highest priority. For some reason, your transaction is not reflecting in any of the records. We will resolve the matter and ensure you have a great experience.

Best wishes,

Koala Royal Support Team

Hello James, we have checked each and every entry and yours simply isn't showing anywhere.

We are reaching out to the processor on your behalf to check the matter, however, we would urge you to do the same to speed up the process.

Our sincere apologies for this unfortunate incidence. We'll do our best to make sure it's resolved quickly.

Dear James,

we would recommend checking with your bank also where this payment might be. Hope it will appear somewhere in a few days. 

Hi yes bank confirm it was debited from my account as per the transaction i sent you. So it must be there somewhere

Any news on this?

I hoped it will appear on your bank or casino account. Based on our experience it sometimes happen that money got lost on the way. This has nothing to do with the casino. It may take more than a month and we recommend you contact your bank that the money never reached the final destination. I leave this complaint open until your update and wish you everything will be solved soon to your satisfaction.

Hello James, is there any update ?

No...... i am still waiting? I am never going to see that money.... just forget about it.... casino can donate to charity... or do with it whatever they do with stolen money

Hello Zuzana, James

Once again, the amount was never received in the Casino. We recommend connecting with the bank and getting a clarification from them.

I recommend closing this request. Koala Royal you are a Rogue casino. I have also sent more than 7 emails to close my account yet nothing has been done and account remains open. No reply no action nothing. I definitely will not be playing there.

Zuzana please close this request. I have kissed the money goodbye. Thankyou

Even we would like to help the player, we respect his request and we are going to close this complaint as rejected.