Betway Casino MX - The player's deposit was not credited.

I made a deposit by oxxo pay and the balance was never reflected and it's been like 2 months and to date nothing has been resolved

Dear fredangulo1,

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 which takes approximately one month. In these cases, 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.

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

Best regards,

Nick

Dear fredangulo1,

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.

The problem was that when I sent the ticket payment voucher I sent it from another email and from there the problem started,,,,, oy apart from that they had blocked my account

Hello fredangulo1,

Was the other e-mail yours as well? Was the deposit method your own or someone else's?

yes, that other email is mine

Can you please forward the payment confirmation to nikolas.b@casino.guru as a proof that the deposit did happen?

Yes, of course, I'll send it to you right away.

Thank you fredangulo1 for all the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello fredangulo1,

I'm Michal and I have taken over your complaint. I have reviewed this case and just so you know if you have sent the deposit from a different email address apart from the one you used for registering, this can be identified by the casino system as a 3rd party deposit which is not allowed, and the casinos quite often close the involved account immediately. But of course more information is needed to clarify this case. I will contact the casino to shed more light on this matter. Please be informed that Betway Casino MX has often ignored us in our attempts to mediate any kind of issue. Regardless of several unresolved complaints, we keep on trying.

We would like to invite Betway Casino MX to join the conversation.

Dear Betway Casino MX,

Can you please provide information regarding the player's missing deposit? Why is the player's account blocked?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear fredangulo1,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the eCOGRA – an alternative dispute resolution service (https://ecogra.org/forms/adr-dispute-step-1) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Mexican Gaming Authority (http://juegosysorteos.gob.mx/es/Juegos_y_Sorteos/Orientacion_en_linea) and submitting a complaint to them. Please let me know if you need help with filling out the form or how the ADR responded if you can do this on your own (michal.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Michal