The player from Brazil had faced challenges with depositing money to the casino. He had sent 100 reais via PIX, which was deducted from his bank account but not credited to his casino account. Despite his bank having confirmed the transfer to the casino's intermediary bank, Just Payments, the casino did not acknowledge receipt. The player had experienced difficulties communicating with the casino due to language barriers and lack of response. Eventually, the issue was resolved.
1xSlots Casino - Player's deposit is not credited to the account.
Amount: 100 R$
1xSlots Casino
Safety Index:HighSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 month ago
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2 months ago
Translation
Hello, this Casino is always giving me problems.. honestly, I'm about to give up.. previously I had to deal with delayed withdrawals and issues with changing my phone number and address. Now the problem is with deposits... I made a deposit of 100 reais via PIX today at 1 in the morning on 20/02/2024... The money was instantly deducted from my bank account, but it's been hours and it still hasn't shown up in my casino wallet... Attached is proof of the deposit.
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2 months ago
Dear billcreyson,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate but bear in mind that it’s a complicated process that might take approximately one month. In these cases, the casino usually has its hands tied. I would also strongly recommend against depositing any more funds until the issue is resolved.
If the money got lost during the transaction, it will take some time before it’ll be credited to your casino account.
I’m sorry we couldn’t be of much help now. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding.
Best regards,
Tomas
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2 months ago
Translation
Hello. My bank reported that the amount was credited to the institution that receives casino deposits. They asked me to contact the casino so they could check what happened or refund the amount..
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2 months ago
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I contacted the casino and in the chat they said that only good luck is available in English and that I have to send an email asking for a review of the problem... this is outrageous because they want to help in Brazil, the entire website is in Portuguese but support is not in Portuguese... Anyway, I sent them an email to confirm chat guidance IN ENGLISH. Let's wait and pray that they resolve it and don't mess around. I just want to bet or get my money back..
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2 months ago
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Today I managed to speak to Just payments, which is the bank that acts as an intermediary between the customer and the casino. The girl from Just gave me the information that the amount was transferred to the Casino but she doesn't understand why the casino didn't credit the amount to my casino account. I tried again to speak to the casino but they simply don't respond. Neither in live chat nor by email...
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2 months ago
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words from the employee at Just Payments/Banco Genial....Fabio, thank you for the information and evidence!
As a payment processor, the amount is processed correctly for our partner. Therefore, to help you, we will check directly with them and with all the evidence why the amount in their custody was not transferred to your account on the final platform.
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2 months ago
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Apparently I was robbed by the casino. Nobody gives me feedback. . IT APPEARS THAT THIS SITE IS NO USE OF ANYTHING. . .
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2 months ago
I fully understand your frustration, billcreyson. As I mentioned earlier, it may take some time for the funds to be located and refunded to your bank account or credited to your casino account. As the matter is not entirely in the hands of the casino, I will set the timer for an additional 26 days to allow full month for the transaction to clear. If there’s no development by then, we will intervene. Let’s stay positive and hope for some good news regarding your deposited funds. Thank you in advance for your patience and understanding.
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2 months ago
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I don't understand why it takes so long to resolve it... they have my proof of deposit. They can see in my account that it was not credited... The company Just Payments that mediates the pix for the Casino has already said that the transfer of the value to the casino has been proven... it was supposed to be simple. Either credit the amount or return the amount. I don't know why so much fuss...
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1 month ago
Dear billcreyson,
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,
Tomas
Casino.Guru
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