SapphireBet Casino - プレイヤーの入金が遅延しています。

I made a SPEI transfer of €200 over 42 hours ago, and it still hasn't appeared in my balance. I've already contacted the casino's live chat and emailed them, and they just keep giving me the runaround, saying I have to wait, even though I've already provided proof of my deposit. All SPEI transfers are instant; they shouldn't take any longer.

Realize una transferencia spei de 200 hace ya más de 42 horas, y todavía no aparece en mi saldo. Ya escribí al chat en vivo del casino y por correo electrónico y solo me dan largas, que te ngo que esperar es todo lo que dicen apesar de que ya les di prueba de mi deposito. Todas las transferencias spei son instantáneas no tienen porque tomar más tiempo

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Dear Gabo42,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate but bear in mind that it’s a complicated process that takes one month approximately. In these cases, the casino usually has its hands tied.

I’m sorry that we couldn’t be of much help at this time. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding.

Best regards

Petra

The thing is, I already sent them a screenshot of the SPEI electronic receipt issued by the Bank of Mexico showing that they already have the money in their account since the day I made the transfer. My bank can't do anything now, and that should be enough for them to realize that the money is already there.

Lo que sucede es que ya les mandé captura de pantalla del comprobante electrónico spei emitido por el banco de México donde muestra que ellos ya tienen el dinero en su cuenta desde el día en que lo realize, ya mí banco nada puede hacer,con eso debería de ser suficiente para que se den cuenta que el dinero ya está ahí.

Dear Gabo42,

Thank you for your reply and for providing the previous details.

To proceed with your case, could you please provide the following:

• A screenshot of your transaction history in your casino account
• Any communication with your payment provider
• Any communication with the casino customer support

Additionally, could you confirm the exact time and date you initiated the SPEI transfer?

You can send all documents to petra.h@casino.guru or post your screenshots directly in the thread.

Thank you again for your cooperation.

Dear Gabo42,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Petra
Casino.Guru