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I deposited 600 pesos in three installments of 200 pesos each and they have never been added to my account. It's been over a week and nothing has been resolved

Deposite 600pesos fueron 3 depósitos de 200 cada uno y nunca me los agregaron a mi cuenta ya tienen una semana y más no me resuelven nada

Dear Snoopys,

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 

Dear Snoopys,

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.

I already sent the receipts, but the truth is I don't know which one it is for all of them, but I sent them all the movements that I made with the amount of 200 pesos on October 4

Ya mandé los comprobantes solo que la verdad no sé Vien cuál sea de todos pero les mandé todos los movimientos que realise con el monto de 200 pesos el día 4 de octubre

I completely empathize with your frustration, Snoopys. 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 15 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.

Well yes I understand that it is complicated but

We as users should not have a problem with that, it is the casino's problem and it is not fair that they have to wait so long.

Pues si te entiendo que es complicado pero

Nosotros como usuarios no tendríamos que tener problema en eso es problema del casino y no se le asé justo que tenga que esperar tanto tiempo

More specifically, is the issue of the payment provider. Have there been any developments since our last conversation, please? 

With me it's not always what happens or if not we already leave it alone, better

Con migo no siempre que paso o si no ya la dejamos por la pasz mejor

Dear Snoopys,

I'm sorry to learn that you have yet to receive a refund for your deposited funds or that they haven't been credited to your casino account.

Would you mind sending over your bank statement displaying transactions from the date you made those outstanding deposits until today? This will serve as concrete evidence that the funds exited your bank account and were not subsequently returned. Thank you in advance for your cooperation.

Dear Snoopys,

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.

It's been a long time, I know that they're not going to give me anything back just so they can be abused in those cases.

Ya es mucho tiempo yo sé que no me van a regresar nada solo para que se pongan abusaddosd en esos casos

I apologize, but could you please provide a higher-quality version of your bank statement that shows transactions from the date of those outstanding deposits until today? You can send it to petronela.k@casino.guru. Thank you.

Dear Snoopys,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.