The player from Mexico had made multiple deposits via SPEI four days earlier, but their account balance remained unchanged. Despite contacting support through live chat and email, they kept receiving vague responses and no clear timeline for when the balance or a refund might be processed. We asked them to provide the deposit receipt, transaction history, payment-provider communication, casino-support communication, and a bank statement so the case could be investigated further. As no response was received to our requests and reminder, the complaint was closed for now due to lack of cooperation.
Brazino777 Casino MX - Player's deposits are delayed and unprocessed.
Closed
Our verdict
Player stopped responding
Amount: Mex$450
Brazino777 Casino MX
Safety Index 8.7 HighCase summary
Discussion
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1 month ago
Translation
Four days ago I made multiple deposits via SPEI, and to this day I haven't seen the balance reflected in my account. I've contacted support through live chat and email, and still nothing, they just keep giving me the runaround. They tell me they sent the information for review and to wait, but it's been almost 120 hours and my balance still hasn't appeared. Since the day I made the deposits, I've sent the CEP (Electronic Payment Receipt) for each transaction, and I still haven't received a clear answer. There's no date given for receiving the balance or a refund, whatever is applicable in this case.
Automatic translation:
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1 month ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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1 month ago
Dear VIODM,
Thank you very much for submitting your complaint. I’m sorry to hear about the issue you’re experiencing.
If your deposit has never been credited to your casino account, the only thing I can recommend is contacting your payment provider for an investigation. Please keep in mind that this process can be complex and may take up to a month. In such cases, the casino’s ability to intervene is often limited.
I’m sorry that we can’t provide more immediate assistance at this time. However, I will leave this complaint open for a month, and I kindly ask you to keep us updated on any progress.
Thank you for your understanding.
Best regards,
Veronika
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1 month ago
TranslationA week has passed. The mobile account I used to make the deposits is in my name. I requested clarification directly through the mobile app for each transaction, and these were all resolved as NOT VALID, since the money did reach the casino. In this case, Brazino777.mx has exceeded the limit and is engaging in the improper withholding of funds and a direct breach of contract. This exposes the establishment to serious administrative penalties before the regulatory authorities, considering that the Terms and Conditions of the platform itself state that "If the service (the deposit) is not processed, the Casino will refund the user the full value of the transaction. For this to occur, the user must contact our support team and request a refund, indicating the reason, the amount, and the deposit method. The request will be processed within 72 hours." [Terms and Conditions. Offer Terms.] Section 9.6, extracted from https://BRAZINO777.MX on 09/29/2026.
Since the time to resolve my case has far exceeded what is reasonably acceptable, I expect my request to be taken seriously by support and finance, and not just postponed by asking me to contact them "to see" if there's an update on the next steps. Help, please! 😐
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1 month ago
Thank you for your reply.
To proceed with your case, could you please forward me the following documents?
- deposit receipt
- screenshot of your transaction history in your casino account
- communication with your payment provider
- communication with the casino customer support
- bank statement starting from the date you made the transaction that has not been credited to your casino account until today
My email address is veronika.f@casino.guru. Thank you for your patience and cooperation.
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3 weeks ago
Dear VIODM,
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.
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2 weeks ago
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
