August 18, I wanted to make a deposit with my banamex debit card and it was rejected. Then I tried with another Santander card, I did it twice thinking that I had not entered and it turns out that the bank did charge me and the casino did not credit me. I have spoken, sent messages and by email and all the documents that you have requested I have sent to you. In all the messages they say that the corresponding department will see my case, be patient, after three and a half months it is time that the department cannot see or conclude my case. That is why I present my case because I consider that there is no seriousness in this casino, I have seen other complaints and if I had seen them before I would not enter that portal to trust them with my money. Hopefully many more people see how many complaints they have and do not fall for the scams that many people have declared in different complaints. I already play in another and zero problems, immediate deposits and not even winnings at the time I ask for them are deposited into my bank account.

18 de agosto, quise hacer un deposito con mi tarjeta de débito banamex y fue rechazado. Después intenté con otra tarjeta de santander, lo hice dos veces pensando que no había entrado y resulta que el banco si me los cargó y el casino no me los acreditó. He hablado, enviado mensajes y por correo electrónico y todos los documentos que me han solicitado se los he enviado. En todos los mensajes dicen que el departamento correspondiente verá mi caso, que tenga paciencia, despues de tres meses y medio es hora que ese departamento no puede ver ni concluir mi caso. Por eso expongo mi caso porque considero que no hay seriedad en este casino, he visto otras quejas y si las hubiera visto antes no entro a ese portal a confiarles mi dinero. Ojala que mucha mas gente vea cuantas quejas tiene y no caigan en las estafas que mucha gente ha declarado en distintas quejas. Ya juego en otro y cero problemas, depósitos inmediatos y ni se digan de ganancias al tiempo que los pido se me depositan en mi cuenta bancaria.

Dear Marisa,

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 anymore funds until the issue is sorted.

Could you please advise if you have contacted your payment provider/bank already? If there’s any relevant communication, please forward it along with the payment receipt to [email protected].

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

Best regards,

Petronela 

Dear Marisa,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.