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On 10/27, I made a deposit of 10,000 ARS and it was not credited to my account. When I complained, they asked me for the transfer receipt and I provided it. Since then, every day the operators tell me the same thing—to wait 12 hours—and my money still hasn’t appeared.

El 27/10 realicé un depósito de 10000 ARS y no me lo acreditaron, cuando me quejé me pidieron comprobante de transferencia y se los dí, a partir de ahí todos los días los operadores me contestan lo mismo, que espere 12 horas y aún mi dinero no aparece

He asks me to respond to me, but there is nothing to respond to 🤷‍♂️

Me pide responder a mí, pero no hay nada que responder 🤷‍♂️

Dear Orion, 

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 takes approximately one month. In these cases, the casino usually has its hands tied. 

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, 

Veronika

Thank you, I still haven't gotten my money back, I've been waiting for more than 10 days now

Gracias, aún no me devolvieron mi dinero, ya voy esperando mas de 10 dias

The frustrating thing is that they tell me that the deposit was credited, but they don't understand me. That day I made two deposits of 10,000 ARS, one was credited and the other was not. I sent proof of both and a video of my transactions that show that the second deposit of 10,000 ARS does not appear. They are still giving me the runaround on the issue 🤦‍♂️

Lo frustrante es que me contestan que el depósito fue acreditado, pero no me entienden ese día yo hice dos depósitos de 10000 ARS, uno me acreditaron y el otro no, yo envié comprobante de ambos y video de mis transacciones que muestran que el segundo depósito de 10000 ARS no aparece. Aún me siguen dando vueltas con el tema 🤦‍♂️

Hello!

Thank you for taking the time to bring your issue to our attention. We deeply regret to hear about the difficulties you've encountered with your deposit. Please rest assured, our dedicated team is currently investigating the specifics of your transaction to identify and promptly resolve the underlying issue.

I already made a thousand complaints until they told me that all my deposits had been approved. I was outraged, frustrated, and complained again with receipts for the 5 deposits I made on the 27th, where one of them was not credited. I also sent video proof of my transactions so they could see that only 4 of the 5 deposits were approved. I sent screenshots and a lot of evidence, and they still haven't given me my money. It's been more than 11 days.

Ya hice mil reclamos hasta que me dijeron que todos mis depósitos habían sido aprobados, me indigné, me frustré y volví a reclamar con los comprobantes de los 5 depósitos que realicé el 27, donde uno de ellos no me acreditaron, tambien envié como prueba video de mis transacciones para que vean que solo 4 depósitos de los 5 fueron aprobados, envié capturas de pantalla, una gran cantidad de pruebas y aún no me dan mi dinero, ya pasaron más de 11 días.

Dear Orion,

Have you contacted your payment provider to inquire about the status of your lost deposit as I suggested in my first reply?

Could you also please forward me the following documents:

• your bank statement from the date you made the lost deposit up to today
• the screenshot of your casino profile showing your deposit history
• the receipt confirming the payment of the lost deposit
• all the relevant communication between you and your payment provider as well as the communication between you and the casino customer support regarding this deposit
• any other evidence that could help us with the investigation of your case

Please send the requested documents to my email address: veronika.l@casino.guru. Thank you for your patience and your cooperation.

Ok I'll put it together and send you all the tests, thanks

Ok lo armare y te mandaré todas las pruebas, gracias

Dear Orion, have you sent me the documents yet? I have not received any emails from you.

No, not yet, I'm waiting for finance to give me a second response with the new evidence I presented to them, if they respond negatively I will let you know.

No, todavía no, estoy esperando que finanzas me de una segunda respuesta con las nuevas pruebas que les presenté, si me responden negativamente te lo haré saber