VivaCasino - El depósito del jugador se ha retrasado.

On Friday, May 1st, between 11:32 and 11:35 pm, I made a deposit of 200, and it still hasn't been reflected in my account. I've tried contacting support, but they don't even respond. The chat says the finance team is investigating my case, and it's been days, and they keep saying the same thing. It's unacceptable that they steal from people like this. I have proof here that they took my deposit and refuse to return it. In the last screenshot, they claim they canceled my deposit, but once it's paid out, there's no way to do that; the money is still with them. Honestly, I'm even embarrassed to send them messages anymore when it should be the other way around. If it's fraud, I want to warn people to be careful with this thieving casino.

Pues el viernes 1 de mayo entre 11:32 a 11:35 pm realize un depósito de 200 y es fecha q no se me ha reflejado busco ayuda de soporte y ni te responden y en el chat q el equipo de finanzas ya está investigando mi caso y tantos días y me dicen lo mismo no se vale q roben así a la gente y aquí tengo pruebas de q cobraron mi depósito y no me lo quieren regresar ahí en la última foto según me anularon mi depósito pero ya cuando está pagado no hay forma de hacer eso el monto sigue con ellos y la verdad Ami hasta pena me da ya mandarles mensajes cuando debería ser al contrario y pues si es fraude pues alertar a la gente a q tenga cuidado con ese casino ratero

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Dear Escamilla81,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you’re experiencing.

If your deposit has never been credited to your casino account, the only thing I can recommend is contacting your payment provider for an investigation. Please keep in mind that this process can be complex and may take up to a month. In such cases, the casino’s ability to intervene is often limited.

I’m sorry that we can’t provide more immediate assistance at this time. However, I will leave this complaint open for a month, and I kindly ask you to keep us updated on any progress.

Thank you for your understanding.

Best regards,

Veronika

Dear Escamilla81,

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, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Veronika
Casino.Guru