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Good morning, I made a deposit through Mercadopago, which was deducted from my account but never reached the casino's account. This is the first time I've experienced such a long credit time, when in previous weeks it took no more than 20 minutes for the money to arrive in my account. I would like a response or solution to the problem described.

Buenos días, hice un deposito a través de mercadopago, el cual, fue descontado de mi cuenta y nunca llegó a la cuenta del casino. Es la primera vez que me sucede tanta cantidad de horas para la acreditación, cuando semanas anteriores en no mas de 20 min, tenia el dinero en cuenta. Quisiera alguna respuesta o solución ante el problema descrito.

Dear Arielchurro,

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 you used the same deposit method in the past?
• 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

Good evening, use the same method that you were using previously without problems, both to deposit into the account and to withdraw. This deposit did not arrive and if I contacted mercadopago, the money was deducted from my balances, I have the transaction number, the status is approved (from mercadopago). I appreciate that you responded to me and I hope to be able to stay in touch so you can help me with this problem. Thank you so much.

Buenas noches, utilice el mismo método que venia utilizando con anterioridad sin problemas, tanto para depositar en la cuenta como para extraer. Este depósito no llegó y si me contacte con mercadopago, el dinero fue descontado de mis balances, tengo número de la transacción, el estado es aprobado (desde mercadopago). Agradezco que me haya respondido y espero poder seguir en contacto así me ayudan ante este inconveniente. Muchas gracias.

Good afternoon, did you have any information? The casino did not send any email, and the transfer is still not credited.

Buenas tardes, tuvieron alguna información? El casino no mandó ningún mail, y sigue sin acreditarse la transferencia.

Thank you for your reply, Arielchurro. In order to proceed with this complaint I would like to kindly ask you to provide:

• screenshot of the deposit receipt
• screenshot of your deposit history (you should be able to find this in your casino account)
• communication between you and your bank
• communication between you and the casino.

You can forward everything to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Dear Arielchurro,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.