1xSlots Casino - Player's deposit hasn't arrived into the account.

I deposited 1 million VND into 1xslot's website, 1 hour later I still haven't received the money. I contacted support and they asked to send a money transfer invoice. After sending, they asked to wait for the staff to contact me. the payment company, after that every day I asked and they asked to resubmit the deposit request but no payment was needed. I followed it many times but still they couldn't resolve it and asked to continue waiting. notification via email. Today is the 5th day, I received an email from them continuing to ask me to create a deposit request. After creating and replying to the email, I did not receive a response. I contacted support and they asked to continue. keep waiting. It's only 50 euros, which is too small for them, they can pay in advance and work with the payment company later, because I have provided all the money transfer documents. On the other hand, they made customers wait 5 days and it still hasn't been resolved.

Dear TopClub,

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?
• Please forward your payment receipt to petronela.k@casino.guru. 

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

Best regards,

Petronela 

Dear TopClub,

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.

Please reject it, thanks

Thank you, TopClub, for your reply. Do I understand correctly that your problem has been resolved successfully in the meantime? Do I have your permission to close this complaint as resolved or is there anything else we could try to help you with? Looking forward to hearing from you. 

Dear TopClub,

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.

My problem has been resolved, thanks

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, TopClub, for your cooperation and confirmation, and please don’t 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,

Petronela

Casino.Guru