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Well, it's not exactly a scam, but it sure feels like they're trying to cheat me. I deposited money into the casino six days ago, and it still hasn't been credited to my account. All I get are delay tactics, with them claiming that there's an issue with SPEI's system. When this was Ganabet, the odds were much better, and you only had to roll your own money 1x, now it's 5x, which seems downright abusive to me.

They blame the SPEI system for being unable to locate my money, even though I've provided them with a screenshot

Pues no es una estafa pero buscan estafarte, desde hace 6 días deposité en el casino y es fecha que no se acredita mi depósito y solamente me dan largas diciendo que es un problema del sistema SPEI, cuando era Ganabet los odds estaban mucho mejor y solamente tenías que hacer rollover de tu PROPIO dinero 1x, ahora son 5x, eso se me hace abusivo.

Culpan al sistema SPEI de que no encuentran mi dinero, siendo que les pase la captura de pantalla

Dear zentampico,

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 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.

• Could you please advise if it was your first deposit in this casino?
• Have you contacted your bank already? Ideally, they should be part of the investigation.

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

Best regards,

Petronela 

I have been a customer of that casino for more than 5 years, I have made countless deposits at the casino and this situation has never happened to me. I am very disconcerted since the operations are usually completed instantly and if not, they are resolved in a few minutes.

Soy cliente de ese casino desde hace más de 5 años, he hecho incontables depósitos al casino y jamás me había pasado esta situación, estoy muy desconcertado ya que regularmente quedan las operaciones al instante y si no es así las resuelven en pocos minutos.

I completely empathize with your frustration, zentampico. As I mentioned previously, the process of locating and refunding your funds to your bank account or crediting them to your casino account may take some time. In order to give the casino sufficient opportunity to investigate and resolve the issue, I will extend the timeline for an additional 17 days, making it a full month. If no progress is made by then, we will step in and intervene. Let's remain optimistic and anticipate positive news regarding your deposited funds. Thank you for your patience and understanding in advance.

The deposit was already credited, they gave me a bonus as compensation.

Thank you for your time

El depósito ya quedó acreditado, me dieron un bono como compensación.

Gracias por su atención

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