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I made a deposit of 160 on Sunday, January 4, 2026. The deposit never arrived. I asked support and they told me I would receive a refund within 24 hours, but nothing has happened yet. I asked for help again and they told me the transfer was returned, but my bank statement says it was accepted and never refunded.

Hice un depósito de 160 el domingo 04/01/2026 nunca llegó el depósito pregunté en soporte y me dijeron que en 24 hrs me iban a dar reembolso hasta orita nada y volví a pedir ayuda y me dicen que se devolvió la transferencia pero en mi banco me dieron el estado de la transferencia y dice que fue aceptada y nunca la devolvieron

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Dear Supraaaa,

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

I already contacted my bank and they told me that the transfer was accepted and even gave me the transfer receipt.

Ya contacte a mi banco y me dijeron que la transferencia fue aceptada y hasta me dieron el recibo de la transferencia

Are you not going to give me my money back?

No me van a regresar mi dinero?

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Supraaaa,

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,

Veronika