Ragnaro Casino - Pitanje depozita igrača ostaje nerešeno.

I have already tried several contact attempts via chat, where I was referred to the email. support@ragnaro.com I keep getting a message that I've already sent more than 20 emails there, and I keep getting the same message: ::::

Support Ragnaro

12:57 PM (7 minutes ago)

Your request (48568096) has been received and is being reviewed by our support staff.

This email is a service provided by Ragnaro. Powered by Zendesk.

Since then, I haven't received any further messages, neither a reply nor anything else. The problem has been ongoing for some time. I've compiled everything in a PDF, including the TXID/hash of my crypto payment. The payment was recognized by the system but wasn't credited to my account, for whatever reason.

Ich habe bereits mehrere Kontakt versuche per Chat probiert, wo ich auf die Email support@ragnaro.com hingewiesen werde, dort habe ich bereits mehr als 20 Mails gesendet, ich bekomme immer den Hinweis, ::::

Support Ragnaro

12:57 PM (7 minutes ago)

Ihre Anfrage (48568096) ist eingegangen und wird von unseren Supportmitarbeitern geprüft.

Diese E-Mail ist ein Service von Ragnaro. Bereitgestellt von Zendesk

Daraufhin erhalte ich keine weiteren Nachrichten mehr, weder eine Antwort noch irgendwas.. Das problem besteht seit einiger zeit. ich habe in einer PDF alles zusammengefasst, mit TXID/Hash von meiner Crypto Zahlung. Die zahlung wurde vom system erkannt wurde mir aber nicht gutgeschrieben wieso weshalb auch immer.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Are the deposits that have not been credited to your account visible in your casino account’s deposit history? If possible, please send me a screenshot of your deposit history.
• Has the casino customer support contacted you with any requests or provided any information regarding the missing deposits?
• Have you made any additional deposits since these three deposits were not credited?

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

Best regards

Veronika

Dear Veronika,

Thank you for your feedback.

I will gladly answer your questions in detail:

Visibility of deposits in the casino:

Yes, the deposits in question are visible in the casino's transaction history and are sometimes shown as "credited." However, these amounts were never actually available – neither for use in the game nor for withdrawal.

Contact customer service:

I contacted customer service several times. Unfortunately, I haven't received a concrete or conclusive answer. They simply referred repeatedly to internal investigations, without any results or comprehensible explanation.

Further deposits:

Yes, I made further deposits after the initial problems. These were also confirmed as successful (including blockchain confirmation), however, several of these amounts are still not available in my gaming account.

Additional important information:

I have created a complete document (PDF) which includes the following:

Blockchain transactions (including TXIDs and explorer links)

Screenshots of all deposits

Confirmation that the amounts have been sent to the wallet address provided by the casino.

Documentation of the missing credits

The transactions are publicly verifiable on the blockchain and clearly confirmed as successful.

➡️ This means that the funds have demonstrably arrived at the casino's target wallet, but have not been correctly allocated to my user account.

I will gladly provide you with the full report and all screenshots.

I therefore kindly request that you review the case accordingly and forward it to the casino.

Best regards

Marcel H.

Sehr geehrte Veronika,

vielen Dank für Ihre Rückmeldung.

Gerne beantworte ich Ihre Fragen im Detail:

Sichtbarkeit der Einzahlungen im Casino:

Ja, die betreffenden Einzahlungen sind im Transaktionsverlauf des Casinos sichtbar und werden dort teilweise als „gutgeschrieben" angezeigt. Allerdings standen diese Beträge zu keinem Zeitpunkt tatsächlich zur Verfügung – weder zur Nutzung im Spiel noch zur Auszahlung.

Kontakt mit dem Kundendienst:

Ich habe den Kundendienst mehrfach kontaktiert. Leider habe ich keine konkrete oder abschließende Antwort erhalten. Es wurde lediglich wiederholt auf interne Prüfungen verwiesen, ohne Ergebnis oder nachvollziehbare Erklärung.

Weitere Einzahlungen:

Ja, ich habe nach den ersten Problemen weitere Einzahlungen getätigt. Diese wurden ebenfalls als erfolgreich bestätigt (inkl. Blockchain-Bestätigung), jedoch sind mehrere dieser Beträge weiterhin nicht auf meinem Spielkonto verfügbar.

Zusätzliche wichtige Information:

Ich habe einen vollständigen Nachweis (PDF) erstellt, der Folgendes enthält:

Blockchain-Transaktionen (inkl. TXIDs und Explorer-Links)

Screenshots aller Einzahlungen

Bestätigung, dass die Beträge an die vom Casino bereitgestellte Wallet-Adresse gesendet wurden

Dokumentation der fehlenden Gutschriften

Die Transaktionen sind öffentlich auf der Blockchain verifizierbar und eindeutig als erfolgreich bestätigt.

➡️ Das bedeutet, dass die Gelder nachweislich bei der Ziel-Wallet des Casinos eingegangen sind, jedoch nicht korrekt meinem Benutzerkonto zugeordnet wurden.

Ich stelle Ihnen den vollständigen Bericht sowie alle Screenshots gerne zur Verfügung.

Ich bitte Sie daher freundlich, den Fall entsprechend zu prüfen und an das Casino weiterzuleiten.

Mit freundlichen Grüßen

Marcel H.

Problem is still not fixed, we coming at no way at all....

So, the latest update from Ragnaro is that they want a history, which makes me wonder why they don't just check it themselves, since I've already sent my history several times. I neither received nor gambled away this money. The casino and I can't seem to find a solution, unfortunately 🙁 🙁...

Greetings

Marcel

Also neusterstand Ragnaro, äußerte sich, und die Möchten einen Verlauf, wo ich mich jetzt allerdings frage, wieso die ihn nicht einfach Selbst Überprüfen, den ich habe ja schon meinen Verlauf, mehrmals gesendet, ich habe dieses Geld weder erhalten oder verspielt, Casino und ich zusammen kommen zu keiner Lösung leider 🙁 🙁..

Greetings

Marcel

Thank you for your detailed response and for providing additional information important for the resolution of your case. From the screenshots you sent, it appears that all deposits are shown in your account as successfully credited.

To continue with the investigation, we kindly ask you to contact the casino’s customer support via email and request your gaming history in Excel format, starting from the date of your first deposit that you believe was not credited, up to the date of the last disputed deposit. Once you receive it, please forward the file to me at veronika.f@casino.guru. This will allow us to review whether the funds were credited to your account and subsequently used for gameplay.

Thank you for your understanding.

Okay, I'll do that. Thank you so much.

Okay mache ich Vielen lieben dank.

now we getting something happend there, one means my amounts is Added and reflected to Account Succesful now. But still nothing has been Changed. I was asking again about but again no answer anymore. 2 days ago they Said me , on my 44nd request that I have been played with this Amount but I dont was Play These only the 339,64 where was succesful and credited.. so that means nothing has been changed to my Account, and i didnt played These amount. Thx

Thank you for providing the CSV file.

However, the gameplay data included does not correspond to the dates of the allegedly uncredited deposits.

To be able to properly review your case, I would need to see your account history specifically from 30 March and 4 February, when you stated that your deposits were not credited.

Could you please provide the full transaction or gameplay history for these periods?

Dear Mabon45,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hey, I've sent the casino history and other details via email, please.

Please check it out, thank you.

Hey ich habe den Casino Verlauf und weiteres per Mail gesendet, bitte

überprüfen sie doch einmal danke

Please confirm receipt of my email address.

Bitte bestätigen sie mir den erhalt der Email adresse.

I have not received any additional emails from you. The only email I received is from 28 April. Please double-check if you entered my email address correctly; it's veronika.f@casino.guru. Thank you for your cooperation.

Dear Mabon45,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Veronika
Casino.Guru