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Good night. On 03/7/2023 I made a deposit of €25 through the Astropay platform. When I did not receive the deposit at the moment, I contacted customer service and they told me that I had to wait. The next day I still did not receive the deposit and I asked again and they told me that the deposit was pending and that I had to wait. In the Astropay platform the deposit appeared as completed. I contacted Astropay and they sent me a receipt for the transfer with all the information and details. I have sent them countless emails but no one answers me and my patience has run out. I want a solution for this.

Buenas noches. El dia 7/03/2023 realizé un deposito de 25€ a traves de la plataforma Astropay. Al no recibir el deposito al momento me puse en contacto con el servicio de atencion al cliente y me dijeron que debia esperar. Al dia siguiente segui sin recibir el deposito y volvi a preguntar y me dijeron que el deposito estaba pendiente y que habia que esperar. En la plataforma de Astropay aparecia el deposito como completado. Me puse en contacto con Astropay y me enviaron un justificante de la transferencia con toda la informacion y todos los detalles. Les he mandado infinidad de correos pero nadie me contesta y ya se me ha terminado la paciencia. Quiero una solucion para esto.

Dear GONZZ97,

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, 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.

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

Best regards,

Nick

Good morning. I already contacted the payment provider and they insisted that the money was sent, and they sent me a document where the transaction data appears with the status of completed. From Astropay they have insisted a lot that everything is correct and that the casino has my money, but the casino does not even answer my emails.

Buenos dias. Ya me puse en comtacto con el proveedor de pagos y me insistieron en que el dinero se mandó, y me enviaron un documento donde aoarecen los datos de la transaccion con el estatus de finalizada. Desde Astropay han insistido mucho en que esta todo correcto y que el casino tiene mi dinero, pero el casino ni siquiera responde mis emails.

Dear GONZZ97,

Did you forward the payment confirmation to the casino as well? When was the last time they responded to you regarding your deposit?

Dear GONZZ97,

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.