The player from Mexico made a deposit of 500 MXN via SPEI to an online casino on July 27. The funds were neither credited to his casino account nor returned to his bank account, and he had not received a response due to an unavailable chat service. The Complaints Team had attempted to assist by advising him to contact his payment provider for further investigation. However, due to his lack of response to the team's inquiries, the complaint could not be pursued and was rejected. Eventually, the player informed the team that the issue had been resolved, and the complaint was marked as 'resolved' in the system.
NetBet Casino MX - Player’s deposit has not been credited.
Amount: Mex$500
NetBet Casino MX
Safety Index:LowSafety Index
Casinos with a Low Safety Index usually have plenty of relevant complaints from players or other relevant issues. In general, we don't recommend playing casinos with a Low Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
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3 months ago
Translation
Yesterday, July 27, I made a deposit via SPEI to this online casino. However, the funds were not credited to my casino account, nor were they returned to my bank account. I have not received a response as the chat on the website is unavailable. I need your assistance to get a response from Netabet Casino regarding my deposit of 500 MXN.
Automatic translation:
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3 months ago
Dear jonaseguizabal25,
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 which takes approximately one month. In these cases, 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.
I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.
Best regards,
Nick
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3 months ago
Dear jonaseguizabal25,
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.
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2 months ago
Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.
The player can reopen this complaint at any time.
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2 months ago
The player informed us through e-mail that the issue has been resolved.
I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you.
As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues.
Thank you so much for your time.
Best regards,
Casino.Guru
