The player from Mexico had deposited funds into an online casino, but the deposit had not been credited to their account. Despite the casino's assurance to resolve the issue within an hour, the player had been forced to wait for 7 hours without any progress. After they submitted a complaint to us, the player had been advised to contact their payment provider, as the casino was unable to assist. The player had also been advised not to make any further deposits until the issue was resolved. Later, the player confirmed that the deposit had finally been credited to their account. We had then closed the complaint as 'resolved'.
Fresh Casino - Player's deposit not reflecting in the game account.
Amount: Mex$150
Fresh Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
7 months ago
Public
Public
7 months ago
Translation
I made a deposit but it hasn't reflected yet. I filed a report and they said it would be resolved within an hour. Now, I've been waiting for 7 hours with no progress.
Automatic translation:
Public
Public
7 months ago
Dear Audielm,
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?
- Please forward your payment receipt 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
Public
Public
7 months ago
Translation
I didn't get a response from the casino, they asked me to deposit again to see where the problem was and the truth is, I'm not going to do it.
Automatic translation:
Public
Public
7 months ago
I completely empathize with your frustration, Audielm. As I mentioned previously, the process of locating and refunding your funds to your bank account or crediting them to your casino account may take some time. In order to give the casino sufficient opportunity to investigate and resolve the issue, I will extend the timeline for an additional 27 days, making it a full month. If no progress is made by then, we will step in and intervene. Let's remain optimistic and anticipate positive news regarding your deposited funds. Thank you for your patience and understanding in advance.
Public
Public
7 months ago
Translation
Good morning I have already been deposited Thank you
Automatic translation:
Sensitive attachment
Sensitive attachment
7 months ago
Translation
here is the email they already transferred to me
Automatic translation:
Public
Public
7 months ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Audielm, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
