FS Casino - El depósito del jugador está retrasado.

I made a deposit of 130 reais on March 10th and the money didn't go into the casino's account, it went out of my bank account. As stated on the receipt. I contacted them and they asked me to wait 3 days. I waited and they didn't solve anything. They haven't returned the money. I want my money back. Because my bank told me that they receive pix on the spot in the account. And they told me to contact them.

Foi feito um depósito de 130 reais dia 10 de março e o dinheiro não entrou na conta do casino e saiu da minha conta bancária. Como consta no comprovante. Entrei em contato pediram para aguardar 3 dias . Aguardei e não resolveram nada . Não devolveram o dinheiro. Quero meu valor se volta. Pois meu banco informou que pix eles recebem na hora na conta. E mandaram entrar em contato com eles.

Dear nyquemarques,

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 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?
• Has your bank issued an investigation of the lost transaction?

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

Best regards,

Kristina

Good morning. It wasn't my first deposit, I've had an account at this casino for over a year. I've already deposited another amount and it didn't go through. I contacted the casino attendant. She credited the amount on the spot. I have already contacted my bank and they told me that the money went to their account. Please let the casino respond. Their system is malfunctioning for deposits.

Bom dia . Não foi meu primeiro depósito, já tenho conta nesse casino há mais de 1 ano. Inclusive já depositei outra vez o valor não entrou. Entrei em contato com a atendente do casino . Ela creditou o valor na hora . Em relação ao meu banco já entrei em contato e eles informaram que o valor foi para a conta deles. Favor deixar o casino responder. O sistema deles está com erro para depósitos.

Reply from my bank . Informing me that they have received the amount.

Resposta do meu banco . Informando que eles receberam o valor.

I contacted the casino again and nothing. It's been 7 days. And you here don't help either. They told me to file a complaint with you. And you don't help.

Entrei em contato de novo com o casino e nada . Já se passaram 7 dias . E vcs aqui tb não ajudam . Mandaram eu registrar uma reclamação com vcs . E vcs não ajudam .

4 days no reply from casino guru . We are without assistance.

4 Dias sem resposta do casino guru . Estamos sem assistência.

I completely empathize with your frustration, nyquemarques. As I have 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 provide the casino with sufficient opportunity to investigate and resolve the issue, I will extend the timeline by an additional 21 days, making it a full month. If no progress is made by then, we will step in and intervene. Let's remain optimistic and hope for positive news regarding your deposited funds. Thank you in advance for your patience and understanding.

Good morning, I've already waited 10 days and you're giving me another 21 days. In short, I'll have to wait 31 days. To solve the problem. My money is in their account.

Bom dia, já esperei 10 dias e vcs vão dar mais 21 dias . Resumindo terei que esperar 31 dias . Para resolverem o problema . Sendo que meu dinheiro está lá na conta deles.

Good afternoon can you close the complaint, after 20 days the deposit made I received in the casino account. The bank had already informed me that it had been credited. And the casino guru is always in favor of casinos. Even knowing that they received the deposit.

Boa tarde pode encerrar a reclamação , depois de 20 dias o depósito feito recebi na conta do casino. Sendo que o banco já tinha informado que foi creditado . E o casino guru sempre a favor dos casinos. Mesmo sabendo que eles receberam o depósito.

Dear nyquemarques,

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,

Kristina

Casino.Guru