Slotbox Casino - Player's deposit has not been credited.

On 08/09/2023, I made a deposit at SlotBox Casino, where I was looking forward to a welcome bonus. For the deposit, there was a payment option via Pix through PaySafe, a Skrill brand. However, after debiting the amount from my account, it was not credited to the casino account. I reached out to their chat, and a ticket was opened. The next day, the casino contacted me and stated that they couldn't do anything about it, that it was Skrill's responsibility.

Upon contacting Skrill, they claimed that there is no payment record with my details. In summary, no one is refunding my money or suggesting a plausible solution.

Dear falusantos,

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?

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

Best regards,

Petronela 

Yes Petronela, it was my first contact and deposit. My interest in playing on it was due to the attractive bonus, the terms seemed fair, the score here on the site is good and it is new here in Brazil. I contacted my bank, the transaction was carried out successfully, I have the email on file where my bank states that the transaction was carried out successfully, just ask me if you need it. In this case, the loss occurred from Safepay to the casino. The payment receipt also proves this, that it was paid to Safepay, which is part of the Skrill group.

A small detail that caught my attention was the following: there were two pix options, one from Skrill and the other from PayRetailers. I first tried via Pay, and the method was cancelled, it did not generate the QR code. That's when I tried Skrill, and I'm still waiting for my account to be credited.

The fact is that it was paid for, without a doubt.

I completely empathize with your frustration, falusantos. 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 20 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.

Meanwhile, you can forward any additional supporting evidence to petronela.k@casino.guru.

Thank you for your patience and understanding in advance.

Thank you Petronela, let's wait.

Well, so far no casino, much less the payment company. My money just disappeared, in other words, this is the same as being stolen. Casinos don't want to lose money, and they create several ways to avoid this. We, on the other hand, have to stay at a loss so that others can get rich.

If I had bet and lost, that would be fine, but being usurped by the big hand is annoying as hell. I hope you make good use of the stolen change, whoever took it.

I regret to learn that your funds have not been credited to your casino account or refunded to your bank account. To verify that the money has not been returned, could you please send a bank statement covering the period from the day you made the deposit until now?

I won't send it, I think what has already been sent is enough. Good luck for whoever kept the money...

You said you would intervene, but you already think I received it and I'm being malicious. And they still want access to my bank statement. Petronela doesn't work like that!

To ensure a robust basis for approaching the casino regarding the non-crediting of deposits, we ask for a bank statement as solid proof from every user facing the same issue, especially if it's been over 30 days since the deposit was made.

While I cannot compel your cooperation, it's worth noting that providing this documentation is a standard procedure before we initiate direct contact with the casino.

I will not send my statement... If there was any goodwill on any part, I would have already been reimbursed. The Casino says it can't do anything, neither can you, much less the payment company.

My banking secrecy is not supposed to be broken like this, unless it is a case of investigation. And here there is no such thing...

Therefore, you will consider the case closed because I did not cooperate, and my complaint remains with that.

In my humble opinion, they don't solve anything, as the house always wins.

Money doesn't disappear like that, it went into some pocket, other than mine, of course!

Thank you for your time and I'm sorry for any inconvenience.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.