FreakyBillion Casino - Player's deposit is delayed.

I deposited 38.00 via Pix yesterday, 08/13/24, but it has not been credited to the platform. I reached out via email, their only contact method! They said my deposit is in download and that it can take up to 5 business days to be credited to the account. It's disappointing— as of 08/14/24 at 3:29 PM, still nothing.

Dear Rocasino77,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

I would like to warn you, that if your deposit has 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 that takes approximately one month. In these cases, the casino has its hands tied. Meanwhile, I would strongly recommend not to deposit 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?
• Have you contacted the payment provider already? Ideally, they should be part of the investigation.

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

Best regards,

Kristina

I've contacted them with no reply, the deposit was made on the 13th and so far it hasn't been paid into the game's account, I've probably lost the money.

It was the first deposit, I have proof of deposit. They replied to me on 13/08/24 saying they would receive it within 5 working days, today 16/08/24 nothing.

Good morning! Today 08/19/24 the balance of 38.00 was deposited in the game account. Thank you very much for your support.

Dear Rocasino77, 

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Kristina

Casino.Guru