JVSpin Casino - O depósito do jogador nunca foi creditado em sua conta.

I made a deposit of 20 BRL at the mentioned casino with my Mastercard credit card on 09/06/2021 the amount was debited from my invoice the transaction went well but my credits did not fall into my gaming account I contacted the payment express and they informed me that the payment was approved. I contacted the casino website and sent all the proof of my deposit they said they would investigate the case but it's been 4 days and so far I haven't got it answer.

Fiz um depósito no valor de 20 BRL no casino mencionado com meu cartão de credito Mastercard no 09/06/2021 o valor foi debitado em minha fatura a transação ocorreu tudo certo só que meus creditos não cairam na minha conta de jogo entrei em contato com a espresa de pagamento e eles me informaram que o pagamento foi efetuado aprovado.Entrei em contato com o site do casino e enviei todos os comprovantes do meu deposito eles falaram que viriam a investigar o caso mas ja se passaram 4 dias e até agora não obtive resposta.

Dear Odair,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. In such cases where a deposit has never been credited to the player‘s casino account, the first thing we usually recommend is contacting the payment provider. Since you’ve already done that, would you be so kind and forward me an official statement from the payment provider together with any relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.

Thank you in advance for your reply.

Best regards,

Kristina

Good morning about the payment company they only contacted me through a complaints website.

Bom dia sobre a empresa de pagamento eles entraram em contato comigo somente através de um site de reclamações.

Odair, thank you for your reply and email. Would you be so kind and forward me the deposit receipt? You can send it to kristina.s@casino.guru. Thank you in advance.

Thank you for your email, Odair. So let's give the casino the time it needs. I will set the timer for additional 10 days and if there is no development within this timeframe, we will intervene. Please, keep us updated and let us know in case there is anything new.

Thank you very much Odair for your reply. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

It's ok Thank you

Esta bem Obrigado

Hello Odair.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Good night... It's really a joke, they admit the mistake but they don't do anything to solve it. I've lost hope of getting my money back. So guys don't play anymore in this JV Spin casino because they don't fulfill what they promise.

Boa noite...É brincadeira mesmo,eles admitem o erro mais não fazem nada para resolver.Ja perdi as esperanças de haver meu dinheiro de volta.Entao pessoal não joguem mais nesse casino JV Spin porque eles não cumprem oque prometem.

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’.

The casino can reopen this complaint anytime.

Dear Mancha.

I am very sorry, but since the casino team is unresponsive, we’re not able to proceed with further investigation. Another option is to file an official complaint at ADR and/or licensing authority of the casino. I will gladly help you with it. Please, be aware that this complaint will affect their reputation on our website. Let me know if you have any questions or require further assistance. 

Best regards, Jozef

jozef.k@casino.guru

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.

Dear Mancha.

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards, Jozef

jozef.k@casino.guru