MrSlot Casino - O depósito do jogador não foi creditado.

I made a deposit, but the Casino claimed that I did not. I sent the receipts, and they said that the issue is still unresolved. My bank confirmed that the amount was credited to the Casino's account, so they indeed received my money. They also changed the Pix account after I sent the screenshot of the same account from the Casino, which matched the receipt I sent. I find it dishonest to keep my money and not credit it to my gaming account, given that I made the deposit.

Fiz um depósito, o Casino alegou que eu não fiz , mandei os comprovantes, falaram que , continua em aberto , meu banco informou que o valor foi creditado em conta , do Casino sim, eles ficaram com meu dinheiro , e ainda trocaram a conta do Pix cola , assim que mandei , o print da mesma conta feito no Casino , que era a mesma do comprovante enviado , achei desonestidade ficar com meu dinheiro e não creditar na minha conta de jogo , sendo que eu fiz o depósito

Dear Marta821,

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

I made the deposit, contacted my bank, they informed that the amount was credited to the Pix cola account informed, my hands are tied I just don't want to lose my amount

Eu fiz o depósito, entrei em contato com meu banco, eles informaram que o valor foi creditado na conta em conta do Pix cola informado, estou de mãos atadas só não quero perder meu valor

Dear Marta821,

Please be sure to have an official payment confirmation requested from your bank and forward it to the casino so they can track the lost funds. After that, it might take up to a month for the casino to credit the funds.

Let us know in case of any update.

My bank provided the transfer ID E18236120202406151236s07028bb9e4, which with this ID, can track the amount of the deposit

Meu banco forneceu o id de transferência Id E18236120202406151236s07028bb9e4 , que com esse id , consegue rastrear o valor , do depósito

Dear Marta821,

Is there an official letter of this message as it is not a relevant proof if it's simply written by your here. Also please be sure to forward it to the casino as well as to nikolas.b@casino.guru.

I have already sent and sent proof of my bank

Já enviei e mandei o comprovante do meu banco

Dear Marta821,

Thank you for the e-mail. Can you please clarify when did you forward it to the casino? Keep in mind that once you forward it, it might take up to a month for the casino to locate the lost funds and add them to your player account.

I sent some emails with receipts, but they didn't pay any attention, they just said that I hadn't made the deposit to them, I contacted support via chat, they also just said that they hadn't located any deposit, so I showed them the receipts and also the printout. that Pix cola, was from their Casino, then they just changed Pix cola and the account and said they couldn't do anything, because they couldn't locate the deposit

Eu enviei uns emails com comprovantes , mais eles não deram atenção só falaram que não tinha feito o depósito pra eles , entrei em contato com o suporte via chat também só falaram que não tinha localizado nenhum depósito, aí mostrei os comprovantes e tmb o print de que o Pix cola , era do Casino deles , aí só mudaram o Pix cola e a conta e dizeram que não podia fazer nada , pq não localizarem o depósito

Thank you Marta821 for all the information provided. I will now forward your complaint to my colleague Kubo (jakub.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear Marta821,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the MrSlot Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear MrSlot Casino,

Could you please provide detailed information regarding this case and explain the reasons for the deposit not being credited? Additionally, could you please react to the alleged change of the Pix account number after the player's unsuccessful deposit?

Thank you in advance for your response!

Best Regards,

Kubo

Hi, Marta821 and Kubo at Casino Guru.

It's always sad when things go wrong with deposits.

Even if we haven't had these problems, everything can happen and we will look into it and investigate.

I will come back with the results of our investigation shortly.

Best Regard

Mr Slot team

The Casino credited the deposit to my account today 07/10/2024

O Casino creditou o depósito em minha conta hoje dia 10/07/2024

Dear Marta821,

I'm glad to hear that your issue has been successfully resolved. I will proceed to mark the complaint as 'resolved' in our system.

Thank you for your cooperation. Should you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. We are here to help!

Best regards,

Kubo