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I made a deposit to my account in the casino and until now it is a day that absolutely nothing has been resolved for me by the casino and it is already 2 days in which my money is not reflected, I am no longer interested in betting in the casino I just want to My money back I would like help with this, I am attaching photos of how the payment was made in my mobile banking but in the casino it still appears as pending

Hice un depósito a mi cuenta en el casino y hasta ahora es día que no se me ha resuelto absolutamente nada por parte del casino ya son 2 días en los que no se ve reflejado mi dinero, ya no me interesa apostar en el casino solo quiero mi dinero de vuelta quisiera ayuda con esto, ajunto fotos de cómo el cobro si se hizo en mi banca móvil pero en el casino sigue apareciendo como pendiente

Dear yahirmartinez11,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate, but bear in mind, that it’s a complicated process that might take up to one month approximately. In these cases, the casino usually has its hands tied. I would also strongly recommend against depositing any more funds until the issue is resolved.

If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.

I’m sorry that we couldn’t be of much help at this time. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding.

Best regards,

Tomas

Hello, my deposit was made through SPEI, I contacted the bank when I saw that it had not been deposited and they informed me that deposits through SPEI are instantaneous and that it is already a matter of the casino, I contact them and they just give me long that the financial team is investigating and that at one point they contact me but until now no one has contacted me

This is a receipt issued by SPEI which certifies that the deposit was made and that the casino has already received it but the casino keeps marking me pending

Hola, mi depósito se hizo a traves de SPEI me comuniqué con el banco cuando vi que no se había depositado y ellos me informaron que los depósitos por SPEI son instantáneos y que ya es cosa de el casino, me comunico con ellos y nomás me dan largas de que el equipo financiero está investigando y que en un momento se comunican conmigo pero hasta ahorita no se han comunicado conmigo nadie

este es un comprobante emitido por SPEI el cual certifica que el depósito fue hecho y que el casino ya lo recibió pero el casino me sigue marcando pendiente

I know he made the deposit in my account

Ya sé hizo el depósito en mi cuenta

I fully understand your frustration, yahirmartinez11. As I mentioned earlier, it may take some time for the funds to be located and credited to your casino account or returned to your bank account. Did you provide the casino with a payment slip confirming you tried to deposit in the casino? Did the casino reply to you?

Dear yahirmartinez11,

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.