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Today, July 10, 2024, I made a deposit via SPEI using the information provided by the casino, and the funds have not reflected yet. I have contacted support and sent the electronic receipt. They told me I have to wait, but they can't tell me how long it will take.

El día de hoy 10 julio de 2024 realice un depósito por medio de SPEI con los datos que me proporcionó el casino, y los fondos no se han reflejado, he contactado a soporte, he enviado el comprobante electronico. Y me dicen que tengo que esperar pero que no pueden decir cuánto tiempo.

Dear Hec7ors,

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 might take approximately one month. 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’ll be 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

I appreciate your attention, indeed the case is under review by the payment provider, however the casino's help staff does not provide any means of direct contact with the provider. Emphasizing that as a user I followed all the instructions to make the deposit. (Name of beneficiary, CLABE, concept...) I will be waiting for a response and I will inform you as soon as I have any news.

Agradezco su atención, efectivamente el caso se encuentra en revisión por parte del proveedor de pagos sin embargo el personal de ayuda del casino no proporciona algún medio de contacto directo con el proveedor. Recalcando que como usuario seguí todas las instrucciones para realizar el depósito. (Nombre de beneficiario, CLABE, concepto...) Estaré en espera de una respuesta y les informaré en cuanto tenga alguna novedad.

I want to inform you that my deposit has already been reflected, today 07/11/2024 at 8 AM, so I request that my complaint be considered resolved. Thank you for the attention

Quiero informar que ya se reflejo mi deposito, el día de hoy 11/07/2024 a las 8 A.M. por lo que solicito se considere mi queja como resuelta. Agradezco la atención

Dear Hec7ors,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru