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I made a deposit of BRL 100.00 with a 75% bonus via pix on 04/11/2023 and so far the deposit has not landed in my account!

They claim it's a problem with the payment provider and they don't offer me any solutions!

Fiz um deposito de R$ 100,00 com bônus de 75% via pix no dia 11/04/2023 e até agora o deposito não caiu em minha conta!

Eles alegam ser problema no provedor de pagamento e não me apresentam nenhuma solução!

Dear emilygoesoliveira,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I hope I understood correctly that your deposited funds have never been credited to your casino account.

I would like to warn you, that if your deposits have never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process which takes approximately one month. In these cases, the casino has its hands tied. Meanwhile, I would strongly recommend not depositing any more funds until the issue is sorted.

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

Could you please advise if it was your first deposit in this casino? Please forward your payment receipt along with any relevant communication to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Petronela 

Dear emilygoesoliveira,

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, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.