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I lost a deposit I made of 10,000. I sent complaints to the email, but they don't respond. In the chat, they just tell me to wait 7 days. I'm not sure how difficult it is to see that I deposited the money and put it in my account. I sent photos of the transaction and still haven't heard anything.

Se perdio un deposito que hice de 10mil, mande quejas al correo y no responden, en el chat solo me dicen que espere 7 dias, no se que tan dificil es ver que yo deposite el dinero y ponerlo en mi cuenta, mande fotos de la transacción y todavia sigo sin noticias

Dear franco0305,

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 manual process that might take up to a month to resolve. In these cases, the casino usually has its hands tied. I would also strongly recommend against depositing any more funds until the issue is resolved.

If the money got lost during the transaction, it will take some time before it’ll be credited to your casino account.

I’m sorry we couldn’t be of much help now. 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,

Tomas

I'm sure the transfer arrived because my bank says it arrived, only due to a casino error it says the operation failed, when my money DID arrive

Es que estoy seguro de que llego la transferencia porque en mi banco aparece que llego, solo que por un error del casino aparece que la operación fallo, cuando mi dinero SI llego

Update: I was restricted from online assistance because I tried to contact them several times so I cannot check the status of my application.

Actualizacion: me restringieron la asistencia online porque me quise poner en contacto varias veces por lo que no puedo verificar el estado de mi solicitud

I fully understand your frustration, franco0305.

As I mentioned earlier, it may take some time for the funds to be located and refunded to your bank account or credited to your casino account. As the matter is not entirely in the hands of the casino, I will set the timer for an additional 20 days to allow one full month for the transaction to clear. If there’s no development by then, we will intervene. Let’s stay positive and hope for some good news regarding your deposited funds. Thank you in advance for your patience and understanding.

no news

sin novedades

I'm tired, I deposited again 3 times and all 3 times it was lost, being deposits of 30 thousand, 20 thousand and 7 thousand Argentine pesos that were not deposited, it is incredible that a well-known casino has so many problems recognizing the money deposited.

Estoy cansado, volvi a depositar en 3 ocasiones y las 3 veces se perdio, siendo depositos depositar 30 mil, 20mil y 7 mil pesos argentinos que no fueron depositados, es increíble que un casino conocido tenga tantos problemas para reconocer un dinero ingresado.

Here I leave evidence of the respective deposits cancelled

aca dejo pruebas de los respectivos depositos cancelados

Dear franco0305,

I would also strongly recommend against depositing any more funds until the issue is resolved.

Could you please clarify what is the total amount the casino didn't credit to your casino account?

Could you please share with me your communication with the casino when trying to resolve the situation? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Dear franco0305,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.