NetBet Casino MX - Player's deposit is missing.

My money was not deposited into my account, and support stopped responding to me on WhatsApp. They keep telling me they are out of hours or giving me any excuse to ignore me.

Dear excess,

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

• Could you please clarify if you have tried contacting your payment processor regarding this issue?
• Was it your first deposit in this casino?
• Could you please forward the payment receipt and any relevant communication to my email at tomas@casino.guru?

I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Tomas

Dear excess,

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.

Thanks for your email.

If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate but bear in mind that it’s a manual process that might take up to a month to resolve. In these cases, the casino usually has its hands tied. I would also strongly recommend against depositing any more funds until the issue is resolved.

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

If your deposit is not credited or returned within a month please let us know and we'll intervene.

I’m sorry we couldn’t be of much help now. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding.

The bad thing is that they don't even respond to me in support :C I'm very distressed, it's a lot of money for those at the casino not to respond to me

I fully understand your frustration, excess.

As I mentioned earlier, it may take some time for the funds to be located and refunded to your bank account or credited to your casino account. As the matter is not entirely in the hands of the casino, I will set the timer for an additional 16 days to allow the transaction a full month to clear. If there’s no development by then, we will intervene. Let’s stay positive and hope for some good news regarding your deposited funds. Thank you in advance for your patience and understanding.

So far they have not credited me and I contacted my bank and they have definitely already charged me because the transaction went from pending to completed.

Thanks for the update.

If within the next 10 days, your deposit isn't credited, we'll investigate the issue and ask the casino for assistance.

Please let me know about any further developments.

Nothing is credited yet :C

Thank you very much, excess, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru)  who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello there,

Thank you excess for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask NetBet Casino MX for their help in resolving this complaint. We would like to know what is the issue with the deposit and what can we do to help the player receive their funds.

Thank you!

I still have nothing :C

We would like to ask the casino to reply to this complaint. 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’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Dirección General de Juegos y Sorteos (http://juegosysorteos.gob.mx/es/Juegos_y_Sorteos/Orientacion_en_linea) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter