The player from Brazil had reported that his deposit, which was made the day before, had not yet reflected in his casino balance. Despite his attempts to reach out to support through chat, they asked him to wait and closed the chat without addressing the issue. We had advised him to contact his payment provider for investigation and not to deposit any more funds until the issue was sorted. Later, the player confirmed that the issue had been resolved. We then marked the complaint as 'resolved' in our system.
YoYo Casino - Player's deposit not reflected in balance.
Amount: 119 R$
YoYo Casino
Safety Index:Very highSafety Index
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9.8
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
11 months ago
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12 months ago
Translation
I made a deposit yesterday and it hasn't reflected in my balance yet. Whenever I enter the chat they just ask me to wait and then automatically close the chat without providing a concrete response about the issue - it's outright disrespectful to the player! The support is worthless and does little to address the problem. This is the first time I've experienced this issue and I only registered because your reviews of the casino were positive. Furthermore, I had already sent the receipt yesterday.
Automatic translation:
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12 months ago
Dear juniorcdb,
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?
- Have you contacted your bank already? Ideally, they should be part of the investigation.
I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.
Best regards,
Kristina
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11 months ago
Dear juniorcdb,
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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11 months ago
Translation
Firstly, you are the ones who have to take action when using a rubbish platform and secondly, I sent you the receipt and it has already been resolved
Automatic translation:
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11 months ago
Thank you for your reply, juniorcdb. I apologize, but I am not sure I understand your last message. Please note, Casino.Guru is an independent online casino database that acts as a mediator in resolving players’ disputes.
Nonetheless, do I understand correctly that your issue has been resolved?
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11 months ago
Dear juniorcdb,
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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11 months ago
Dear juniorcdb,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Kristina
Casino.Guru
