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On August 23, I made a deposit of 500 at bet365 casino. The funds were deducted from my bank account, but they were not reflected in the casino. I spoke with the casino, and they told me that they had not received the money. I contacted my bank, and they assured me that everything was fine, that the transfer was successful, and that there was no refund or hold on the funds. They sent me the electronic payment receipt for the transfer. I forwarded it to the casino and explained the situation, but they still insist that they have not received the payment.

El día 23 de agosto hice un depósito por 500 en el casino bet365, los fondos se me descontaron de mi cuenta bancaria, pero no se vieron reflejados en el casino, hablé con el casino pero me dice que no les ha llegado el dinero, hablé con mi banco y me dicen que todo está bien, que la transferencia si se realizó con éxito y que no hay devolución o retención de los fondos y me envían el comprobante electrónico de pago de la transferencia, se las envio al casino y les comento esto mismo pero me siguen diciendo que no les ha llegado el pago

Dear Juliancarmi, 

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 complicated process that takes approximately one month. In these cases, the casino usually has its hands tied. 

I’m sorry that we couldn’t be of much help at this time. 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, 

Veronika

Dear Juliancarmi,

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.

They have not given me an answer, I have sent the respective deposit receipts again, perfectly stamped by the Bank of Mexico and they give the transfer as settled and in the casino they limit themselves to giving the same answer that they did not receive it and they ask me again to send them the receipts for the umpteenth time.

No me han dado respuesta, he vuelto a mandar los respectivos comprobantes del depósito, perfectamente Timbrados por el banco de México y que dan la transferencia como liquidada y en el casino se limitan a dar la misma respuesta que a ellos no les llegó y me piden de nuevo que les mande los comprobantes por enésima ocasión

Thank you for your reply. Do I understand correctly that you visited your local bank branch and inquired about the status of the transaction to the casino? Have you received any information if the deposit reached the recipient?

To be able to effectively help you with your case, I will need the following documents from you:

• the bank statement from August 23 until today
• the screenshot of your deposit history in your casino account
• communication between you and the casino customer support regarding your lost deposit
• deposit receipts you sent to the casino
• communication with your bank

My email address is veronika.l@casino.guru. Thank you very much for your patience and cooperation.

Dear Juliancarmi,

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.