PlayJango Casino ES - El depósito del jugador no aparece en la cuenta del casino.

I deposited 10€ via bizun and it got debited from my account, but it's not reflecting in my game account and I'm not getting a solution.

Ingrese 10€ mediante bizun y me los descontaron de la cuenta, pero no figuran en mi cuenta de juego, no me dan solución

Dear Pelegre,

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 deposit has 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 which 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 receipt 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 have already made deposits for Carlos of more than €500 this month with no problem.

Consulted my bank, everything is correct and the money received by the casino, which is unaware of the reasons why they do not want to credit it, I attach the bizun collection receipt to the email that you have reviewed.

Ya he realizado depósitos por Carlos de más de 500€ este mes y sin problema.

Consultado mi entidad bancaria está todo correcto y el dinero recibido por parte del casino, que desconocen los motivos por qué no quieren acreditarlo, adjunto recibo de cobro del bizun al correo que me habéis reseñado

Sorry, the deposits have been by bizun and by credit card, the one with the problem was by bizun

Perdón los depósitos han sido por bizun y por tarjeta de crédito, el del problema fue por bizun

Here is the billing receipt

Aquí está el recibo del cobro

I completely empathize with your frustration, Pelegre. 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 25 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.

The casino agreed with me and I deposited the money in my account

El casino me dio la razón e ingreso el dinero en mi cuenta

The casino agreed with me and I deposited the money in my account, the problem was solved

El casino me dio la razón e ingreso el dinero en mi cuenta, solucionado el problema

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Pelegre, for your cooperation and confirmation, and please don’t 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,

Petronela

Casino.Guru