The player has deposited money into his account, but the funds seem to be lost.
JVSPINBET Casino - Player’s deposit has never been credited into his account.
Amount: 20 R$
JVSPINBET Casino
Safety Index:HighSafety Index
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8.1
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
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3 years ago
Translation
I made a deposit of 20 BRL at the mentioned casino with my Mastercard credit card on 09/06/2021 the amount was debited from my invoice the transaction went well but my credits did not fall into my gaming account I contacted the payment express and they informed me that the payment was approved. I contacted the casino website and sent all the proof of my deposit they said they would investigate the case but it's been 4 days and so far I haven't got it answer.
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3 years ago
Dear Odair,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. In such cases where a deposit has never been credited to the player‘s casino account, the first thing we usually recommend is contacting the payment provider. Since you’ve already done that, would you be so kind and forward me an official statement from the payment provider together with any relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.
Thank you in advance for your reply.
Best regards,
Kristina
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3 years ago
Translation
Good morning about the payment company they only contacted me through a complaints website.
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3 years ago
Odair, thank you for your reply and email. Would you be so kind and forward me the deposit receipt? You can send it to kristina.s@casino.guru. Thank you in advance.
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3 years ago
Thank you for your email, Odair. So let's give the casino the time it needs. I will set the timer for additional 10 days and if there is no development within this timeframe, we will intervene. Please, keep us updated and let us know in case there is anything new.
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3 years ago
Thank you very much Odair for your reply. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
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3 years ago
Hello Odair.
I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.
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3 years ago
We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.
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3 years ago
Translation
Good night... It's really a joke, they admit the mistake but they don't do anything to solve it. I've lost hope of getting my money back. So guys don't play anymore in this JV Spin casino because they don't fulfill what they promise.
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3 years ago
Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’.
The casino can reopen this complaint anytime.
Dear Mancha.
I am very sorry, but since the casino team is unresponsive, we’re not able to proceed with further investigation. Another option is to file an official complaint at ADR and/or licensing authority of the casino. I will gladly help you with it. Please, be aware that this complaint will affect their reputation on our website. Let me know if you have any questions or require further assistance.
Best regards, Jozef
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3 years ago
We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.
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3 years ago
Dear Mancha.
Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.
Best regards, Jozef
