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I made 9 deposits via PIX to my BetWinner account (ID: 1722815153). Of these, 7 were credited normally, but 2 deposits of R$ 500.00 each were not credited, even though they were debited from my PicPay account.

I have already contacted customer support several times. Initially, I was told to wait 24 hours. After that time, tickets 19406083 and 19406109 were opened, with an estimated review date of July 17. When I contacted them again, I was instructed to submit a formal request via email.

I attached the PicPay receipts and the BetWinner deposit history, which shows that the two credits are missing.

So far, nothing has been resolved.

Realizei 9 depósitos via PIX para minha conta BetWinner (ID: 1722815153). Desses, 7 foram creditados normalmente, porém 2 depósitos de R$ 500,00 cada não foram creditados, embora tenham sido debitados da minha conta PicPay.

Já entrei em contato com o suporte diversas vezes. Inicialmente, fui orientado a aguardar 24 horas. Após esse prazo, foram abertos os protocolos 19406083 e 19406109, com previsão de análise até 17/07. Em novo contato, fui orientado a formalizar a solicitação por e-mail.

Anexei os comprovantes do PicPay e o histórico de depósitos da BetWinner, que demonstra a ausência dos dois créditos.

Até agora nada foi resolvido.

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Dear marcelomilholo,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you’re experiencing.

If your deposit has never been credited to your casino account, the only thing I can recommend is contacting your payment provider for an investigation. Please keep in mind that this process can be complex and may take up to a month. In such cases, the casino’s ability to intervene is often limited.

I’m sorry that we can’t provide more immediate assistance at this time. However, I will leave this complaint open for a month, and I kindly ask you to keep us updated on any progress.

Thank you for your understanding.

Best regards,

Veronika

Dear marcelomilholo,

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,
Veronika
Casino.Guru