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Hello. A deposit has been made through a payment agent. It's important to note that this payment agent is provided by the casino in the bank transfer option.

The money has been debited from the account, but the paying agent has acknowledged it without returning the money.

I have opened a case that has been ongoing for over a day (in process) but I have not received any response and they tell me that the time limits are not regulated.

I am very suspicious of the fact that they provide the payment agents and they ignore the deposits, keeping the money and not returning the amount.

I have now submitted proof of transfer, more than enough evidence to take action. For some reason, the case seems to be stuck and static, with no response from specialists.

This is a very serious issue! I think it should be addressed more quickly, or perhaps this casino has changed the way it handles users' money, downplaying the issue.

I await the casino's response.

Hola. Se ha realizado un depósito mediante un agente de pago, cabe destacar que este agente de pago es proporcionando por el casino en la opción de transferencia bancaria.

El dinero se ha debitado de la cuenta, pero el agente de pago ha desconocido el mismo sin haber devuelto el dinero.

He abierto un caso que lleva más de una día ( en proceso) pero no me dan respuesta algúna y me dice que los tiempos no están regulados.

Me genera mucha desconfianza el hecho de que, ellos proporcionen los agentes de pago y éstos desconozcan lis depósitos quedándose el dinero y no habiendo devuelto el monto.

Ahora he presentado comprobante de transferencia, prueba más que suficiente para actuar, por alguna razón el caso parece no moverse y estar estático sin respuesta de los especialistas.

Es un tema super grave! Creo que debería tomarse con más celeridad o quizás este casino ha cambiado su forma de manejar el dinero de los usuarios restándole importancia a este asunto.

Espero la respuesta del casino.

Hello,

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 manual process that might take up to a month to resolve. 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 will take some time before it’s credited to your casino account.

I’m sorry we couldn’t be of much help now. 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

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Hello! I don't think that's the case, since the intermediary collection agent is provided by the casino. I've provided my account transactions so you can see that neither the money has been returned nor has the balance been credited. Therefore, it's easy to conclude that my money was stolen by the payment agent proposed through the casino platform (a person who is supposedly trustworthy enough to carry out this type of collection).

Hola! Creo que no es el caso, dado que el agente de cobro intermediario lo dispone el casino.. yo he brindado los movimientos de mi cuenta para que vean que ni me han devuelto el dinero ni se ha acreditado el saldo, por tanto es fácil dar con la conclusión de que mi dinero fue sustraído por el agente de pago propuesto medianyla plataforma del casino ( persona que supuestamente debe ser de confianypara realizar este tipo de cobranza)

In this case, the casino's hands are not tied, since I have proven that the money was transferred correctly to its payment agent, and it did not credit the balance or issue a refund... the solution is simple: credit the balance I paid and let them resolve their problem with the payment agent on their own.

En este caso el casino no tiene las manos atadas dado que he probado que el dinero se ha transferido correctamente a su agente de pago, y este no acreditó el saldo ni realizó la devolución del mismo. .. la solución es simple, acreditar el saldo que pagué y que ellos resulrvean por su lado su problema con el agente de pago

I fully understand your frustration. As I mentioned earlier, it may take some time for the funds to be located and refunded to your bank account or credited to your casino account. As the matter is not entirely in the hands of the casino, I will set the timer for an additional 19 days to allow a full month for the transactions to clear. If there’s no development by then, we will intervene. Let’s stay positive and hope for some good news regarding your deposited funds. Thank you in advance for your patience and understanding.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Jocs,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Tomas