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Good afternoon,

I made a deposit more than 24 hours ago by mbway! So far it hasn't appeared available on the account to be able to play, the chat worked yesterday and what they told me is that the provider still hadn't processed it! It happens that they use mbway, but not in a normal way... they have an intermediary who is SKRILL! I already had skrill and I have my account closed with them since I refused to send my bank account details for the last 6 months! That's what was missing, for them to know more than my family!

what seems to me is that this mbway method is not normal... we pay to skrill and they are the ones who put the money in the game. It seems to me that the problem is there, it is having a closed account in skrill! But I didn't deposit by skrill, I deposited by MBWAY! MBWAY should have nothing to do with skrill! In the chat no one is present, and by email they do not respond!

Boa tarde,

fiz um depósito há mais de 24h por mbway! Até agora não apareceu disponível na conta para poder jogar, o chat ontem funcionava e o que me disseram é que o provedor ainda nao tinha processado! Acontece que eles utilizam o mbway, mas nao de ma forma normal... têm um intermediário que é o SKRILL! Eu já tive skrill e tenho a minha conta encerrada com eles uma vez que me recusei a enviar em detalhe a minha conta bancária dos ultimos 6meses! Era o que faltava, eles ficarem a saber mais do que a minha familia!

o que me parece é que esse metodo de mbway não é o normal... nos pagamos ao skrill e eles é que metem o dinheiro no jogo. Parece-me que o problema está aí, está em ter uma conta encerrada no skrill! Mas eu nao depositei por skrill, depositei por MBWAY! MBWAY em nada devia ter a ver com skrill! No chat ja ninguem está presente, e por email nao respondem!

Dear Miidelgado,

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 depositing 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 didn't explain myself well. I don't have any problem with MBWAY, I deposited with this method!! It's not my fault that the casino uses skrill with this method! in my country payment by mbway does not use Skrill! Mbway is the payment method, without intermediaries.

It wasn't the first deposit I made, but it was the first deposit I made with this method.

I sent proof.

I also forwarded the chat conversation I had on 06/09/2023, where the operator says that:

Fábio: Maria, we have already received your deposit, now just wait a few minutes until it is credited

(10:20:16 AM) Maria D******: but why does this go to skrill?

(10:20:25 AM) Maria D******: mbway is one thing, skrill +and another

(10:21:01 AM) Fábio: Skrill works as a partnership, it doesn't influence our players at all

(10:21:19 AM) Maria D******: I have a closed account with them

(10:22:08 AM) Maria D******: I'll only be rest assured when I see the deposit here

(10:22:19 AM) Fábio: Just wait, please

Não me expliquei bem. Eu nao tenho problema nenhum com o MBWAY, foi com esse método que depositei!! Não tenho culpa de o casino utilizar o skrill com esse metodo! no meu país pagamento por mbway nao usa Skrill! Mbway é o método de pagamento, sem intermediários.

Não foi o primeiro depósito que fiz, mas foi o primieiro depósito que fiz com esse método.

Enviei comprovativo.

Encaminhei também a conversa de chat que tive no doa 09/06/2023, onde o operador diz que:

Fábio: Maria, já recebemos o seu depósito, agora basta aguardar alguns minutos até ser creditado

(10:20:16 AM) Maria D******: mas pk vai isto para o skrill?

(10:20:25 AM) Maria D******: mbway é uma coisa, skrill +e outra

(10:21:01 AM) Fábio: A Skrill trabalha como um parceria, não influencia em nada aos nossos jogadores

(10:21:19 AM) Maria D******: é que eu tenho a conta encerrada com eles

(10:22:08 AM) Maria D******: só fico descansada quando vir aqui o depsoito

(10:22:19 AM) Fábio: Basta aguardar, por favor

Player's screenshot:

I fully understand your frustration, Miidelgado. As I mentioned earlier, it may take some time for the funds to be located and refunded back to your bank account or credited to your casino account. Therefore, I will set the timer for additional 28 days allowing to casino one full month to investigate, as it is not entirely in their hands, and if there’s no development by then, we will intervene. Let’s stay positive and wait for the good news regarding your deposited funds. Thank you in advance for your patience and understanding.

The money has already reached my account.

Thanks

O dinheiro já chegou à minha conta.

Obrigada

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Miidelgado, 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