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Hello good morning!! I want you to help me or at least give me an answer about two deposits made by bank transfer that were rejected and were not credited to my player account. The first rejected deposit was on 10/25/2024 for an amount of 50 thousand pesos and the second was on 11/05/2024 for 20 thousand pesos. I have been communicating with the casino chat and the only answer they give me is that my case is being evaluated by the finance sector and they have no update on the matter. Please contact me again in 12 hours or sometimes they tell me in 24 hours, they do not give me any other answer than that. The money was deducted from my account, then I know what happened to me. I continued making deposits by bank transfer to the same account that they give me in the name of Juan P*** and they were correctly credited to my player account, but those 2 deposits were never credited to me.

hola buenos días!! quiero que me ayuden o que al menos me den una respuesta sobre dos depósitos realizados por transferencia bancaria que fueron rechazados y no se acreditaron en mi cuenta de jugador. el primer depósito rechazado fue el 25/10/2024 de un monto de 50 mil pesos y el segundo fue el día 05/11/2024 de 20 mil pesos. me estuve comunicando con el chat de casino y la única respuesta que me dan es que me mi caso está siendo evaluado por el sector de finanzas y no tienen ninguna actualización sobre el tema. que me vuelva a comunicar en 12 hs o a veces me dicen en 24 hs, no me dan otra respuesta mas que esa. el dinero fue descontado de mi cuenta, luego se lo que me sucedió segui realizando depósitos por transferencia bancaria a la misma cuenta que me otorgan a nombre de Juan P*** y se acreditaron correctamente en mi cuenta de jugador, pero esos 2 depósitos nunca me lo acreditaron.

Dear jonathanquiroz1996,

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 deposits have 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 it was your first deposit in this casino?
• Please forward your payment receipts to petronela.k@casino.guru. 

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Petronela 

I think I don't have a way to communicate with the payment provider, or I don't know how to do it.

creo que no tengo como comunicarme con el proveedor del pago, o no se como se hace.

Hello!

Please accept our apologies for any inconvenience you've experienced. We are actively working on your case and are nearing a resolution. We will be in touch with a comprehensive update shortly. Thank you for your continued patience and understanding.

I completely empathize with your frustration, jonathanquiroz1996. As I mentioned previously, the process of locating and refunding your funds to your bank account or crediting them to your casino account may take some time. In order to give the casino sufficient opportunity to investigate and resolve the issue, I will extend the timeline for an additional 12 days, making it a full month. If no progress is made by then, we will step in and intervene. Let's remain optimistic and anticipate positive news regarding your deposited funds.

Thank you for your patience and understanding in advance.

Thank you very much! It is frustrating that I have not received an answer until today, but I will wait until the date you indicated. The 25th of this month will mark one month since the first deposit.

muchas gracias!! es frustrante que no me den una respuesta hasta el día de hoy, pero bueno esperaré hasta la fecha que usted me indica. el 25 de este mes se va a cumplir un mes del primer depósito.

Thank you so much for your understanding, jonathanquiroz1996. I’ll follow up with you next week.

Dear jonathanquiroz1996,

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 we must reject this particular case due to the lack of response from the player to our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.