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I made a deposit of BRL 30.00 into the game account via pix on 06/20/2023 and so far it has not fallen into the game, let alone reimbursed. Such a neglect, they just ask to wait. Imagine if it was a high value? How embarrassing!

Fiz o depósito de R$ 30,00 na conta do jogo via pix no dia 20/06/2023 e até agora não caiu no jogo e muito menos me ressarciram. Um descaso isso, só pedem para aguardar. Imagina se fosse um valor alto? Que vergonha!

Dear adeisevieira,

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 one month approximately. 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,

Kristina

This type of event is a shame! It has already been debited from my account and they keep stalling to credit or return it to my account.

É uma lastima este tipo de acontecimento! Já foi debitado da minha conta e eles ficam enrolando para creditarem ou devolverem para minha conta.

Thank you for your reply, adeisevieira. Have you already contacted the payment provider as I suggested in my initial message? Could you please forward me all the relevant communication between you and the payment provider? My email address is kristina.s@casino.guru. Alternatively, you can post it here. 

Dear adeisevieira,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.