The player from Mexico had reported that her deposit of $1000 MXN, made on April 27th, had not been credited to her online casino account. She had contacted the casino's customer support and had provided payment receipts, but had received no response. The player's account had subsequently been blocked for alleged verification issues, despite her having verified it previously. After she resubmitted her documents for verification and repeatedly insisted on a resolution, the deposit had eventually been reflected in her account and her access had been restored. The issue had been resolved successfully and the complaint had been marked as 'resolved' by the Complaints Team.
Betway Casino MX - Player's deposit is not reflecting in his account.
Amount: Mex$1,000
Betway Casino MX
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
6 months ago
Public
Public
6 months ago
Translation
I made a deposit of $1000 MXN on April 27th at 1:30 PM and to this date it has not reflected. I spoke with customer support on the same day and they told me that it should show up within 24 hours and to send an email if this wasn't the case. I've now sent multiple emails along with the payment receipt and I've yet to receive a response.
Automatic translation:
Public
Public
6 months ago
Dear vyoletrc,
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 takes approximately one month. In these cases, the casino usually has its hands tied.
I’m sorry that we couldn’t be of much help at this time. 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,
Veronika
Public
Public
6 months ago
Translation
Hello, good evening, I update my complaint, I kept sending the receipt and insisting, and I had no response, later I received an email saying that my account had been blocked for not verifying. I had already verified it before, even in the casino it appeared as verified, that was the response I got. I sent my documentation again to verify proof of my deposit and my disagreement about the situation. Today I entered the casino again about an hour ago, and the deposit is already reflected, I don't know the time it was reflected because I had not agreed, the truth is I had already given up after insisting so much and being ignored.
I thank all of you for your support.
Automatic translation:
Public
Public
6 months ago
Do I understand correctly that your deposit is now in your casino account? Are you able to normally access your account? Has it been unblocked by the casino?
Please let me know if this complaint may be closed or if you require any further assistance. Thank you.
Public
Public
6 months ago
Translation
Hello, that's right. I can now enter the casino correctly, my account was unlocked and the deposit was reflected after so much insistence.
Thank you
Automatic translation:
Public
Public
6 months ago
Dear vyoletrc,
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,
Veronika
Casino.Guru
