The player from Mexico faced an issue with a deposit of 200 that had not been credited to his account since May 1st. Despite contacting support multiple times, he received no responses other than being told that the finance team was investigating. He felt frustrated and believed he was being scammed. The complaint was closed due to the player's lack of response to further inquiries and reminders. It was noted that the player could reopen the complaint in the future if he chose to resume communication.
VivaCasino - Player’s deposit has been delayed.
Closed
Our verdict
Player stopped responding
Amount: Mex$200
VivaCasino
Safety Index 6.2 Below averageCase summary
Discussion
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2 months ago
Translation
On Friday, May 1st, between 11:32 and 11:35 pm, I made a deposit of 200, and it still hasn't been reflected in my account. I've tried contacting support, but they don't even respond. The chat says the finance team is investigating my case, and it's been days, and they keep saying the same thing. It's unacceptable that they steal from people like this. I have proof here that they took my deposit and refuse to return it. In the last screenshot, they claim they canceled my deposit, but once it's paid out, there's no way to do that; the money is still with them. Honestly, I'm even embarrassed to send them messages anymore when it should be the other way around. If it's fraud, I want to warn people to be careful with this thieving casino.
Automatic translation:
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2 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 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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2 months ago
Dear Escamilla81,
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
Dear Escamilla81,
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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4 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
