The player from Mexico faced an issue with a deposit that had been deducted from his bank account over a month ago but had not been credited to his casino account. Despite multiple attempts to resolve the situation with customer support, including verification from his bank confirming the transaction, the casino refused to assist him further. The Complaints Team published the player's complaint, which led to the issue being resolved. The player marked the complaint as resolved, confirming satisfaction with the outcome.
Goldbet Casino - Player’s deposit has not been credited.
Resolved
Our verdict
Case closed
Amount: Mex$311
Goldbet Casino
Safety Index:Very lowCase summary
Discussion
Public
Public
3 months ago
Translation
It's been over a month since I made my deposit at this casino, which was deducted from my bank account. It hasn't been credited to my casino account. So I contacted customer service, and it took over 10/12 hours for them to respond to each message...
Support simply denied the situation and recommended I contact my bank. So I proceeded. I went to the bank branch in person to ask about the transaction and received the obvious, well-known answer: that the deposit was made successfully at the time of the transaction and that I can verify it personally at any time directly with Banxico (the institution in charge of all types of banking transactions).
So, upon receiving this information, I went back to the casino's support team, but they simply didn't answer and refused to help me. I'm very angry with this casino because, to this day, everything remains exactly the same. I still haven't received a response or my money back. I would greatly appreciate your support, and I have some evidence. Thank you in advance. Best regards.
Automatic translation:
Public
Public
3 months 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 makes such a request, do not share any information.
We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
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Dear player,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Goldbet.gg Casino. Please, could you clarify if you have tried contacting your payment processor regarding this issue? Was it your first deposit in this casino using this payment method? To proceed with this case, could you please send the following evidence to [email protected]:
- 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
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Natalia
Public
Public
3 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Monjamadafak,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Natalia
