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Yesterday, January 8, 2026, I made a transfer from my Mercado Pago account for $10,000. The transfer was successful, but it was not reflected in my casino account.

I filed a complaint in a chat yesterday, and even after sending them the transfer receipt with the transaction code and everything, they say it's not showing up in their system...

What can I do to fix it?

Mercado Pago tells me that the transfer went through correctly and was sent to the recipient correctly... that I have to claim it from the recipient.

Can you please help me?

Thank you !

En el día de ayer, 8 de enero del 2026, realicé una transferencia desde mi cuenta de Mercado Pago, por $ 10.000 ya la transferencia se realizó con éxito, pero no se vió reflejada en mi cuenta del casino.

Hice el reclamo en un chat ayer, y aun enviándoles el comprobante de transferencia con el código de transacción y todo, ellos dicen que no les figura......

Qué puedo hacer para solucionarlo ??

En Mercado Pago me indican que la transferencia salió correctamente y fué enviada al destinatario correctamente....que se lo tengo que reclamar al destinatario.

Por favor, me pueden ayuda ?

Gracias !

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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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear Rodz1to,

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,
Tomas
Casino.Guru