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Dear Axelneco92,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can fully understand the situation.

• Have you made any successful withdrawals before?
• Could you please clarify the exact date when you requested the withdrawal?
• Could you please post a screenshot of your account's verification page?
• Have you accumulated your winnings with or without an active bonus?

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

Best regards,

Jean

Good day, I haven't made any withdrawals, what they haven't resolved for me are three deposits that were never credited, but were deducted from my bank accounts.

Deposit 1 on 04/05 for the amount of $100,000 ars

Deposit 2 on 30/04 for the amount of $60000 ars

Deposit 3 on 30/04 for the amount of $30000 ars

Buen dia, no he realizado ningún retiro, lo que a mi no me han resuelto son tres depositos que nunca se acreditaron, pero si se descontaron de mis bancos.

Deposto 1 el dia 04/05 por el monto de $100000 ars

Deposito 2 el dia 30/04 por el monto de $60000 ars

Deposito 3 el dia 30/04 por el monto de $30000 ars

I apologize for the confusion. I thought you were asking for a withdrawal because you said that the casino 'refuse to transfer the money I legitimately won.'

Could you please clarify the payment method used to deposit?

Did you have successful deposits before using the same payment method?

Thank you in advance for your answer.

Dear Axelneco92,

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.

Good day, sorry for the poor wording of the complaint. The deposit method was via bank transfer through Santander Bank. I gave the casino my Coelsa ID, but they say it's invalid. Of all the deposits I've made, only one was credited correctly; the rest weren't. Regards.

Buen dia, pefdon por redactar mal la denuncia, el método de depósito fue por medio de transferencia bancaria a través del banco Santander. Al casino les pase el ID coelsa pero me dicen que no sirve.. de todos los depositos que he echo uno se acredito correctamente, el resto no. Saludos

To proceed with your case, could you please forward me the following documents?

• deposit receipt
• screenshot of your transaction history in your casino account showing the missing deposit
• communication with your payment provider
• communication with the casino customer support
• bank statement starting from the date you made the transaction that has not been credited to your casino account until today

My email address is jean.s@casino.guru. Thank you for your patience and cooperation.

Dear Axelneco92,

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, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Jean
Casino.Guru