Ybets Casino - Player’s deposit is uncredited.

I deposited 150 BRL, which was debited from my account, but the Casino said they did not receive the money and did not credit my deposit. I have the payment receipt and the bank statement to prove it. Could you please help me?

Dear ericleo,

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 

Hi Pertronela, yes it was my first deposit, I'm sending you the receipt, thanks!

I completely empathize with your frustration, ericleo. 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 28 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.

Dear ericleo!

W've forwarded the issue to our payment provider for further investigation.

This process typically takes a few business days, so we appreciate your patience.

Rest assured, we are closely monitoring the situation, and you will be promptly notified via email as soon as we receive an update. 

Best regards,

Ybets Representative

Hi Petronela, I've received the deposit in my account, thanks for your help!

Dear ericleo and Petronela!

We are pleased to inform you that we've received an update from the payment provider, and the deposit amount has been successfully credited to ericleo's account.

Thank you for your patience and understanding throughout this process

Best regards,

Ybets Represenative

Yes, thank you for your attention, Ybets.

Dear ericleo,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Petronela

Casino.Guru