V.Vegas Casino - プレイヤーの入金が遅延しています。

Yesterday, I made a deposit of ARS 250,000 in good faith, motivated by the excellent 9.8 rating this casino has on its platform. My intention was to use the funds immediately; however, 24 hours have passed and the balance is not showing up in my account, nor have I received any clear answers from support.

Clarification regarding mediation timelines: I am fully aware that CasinoGuru typically recommends a waiting period of 48 to 72 hours before formally intervening. However, I am filing this complaint now to establish an immediate precedent regarding the casino's breach of contract. The delay in processing a deposit via e-wallet is unacceptable and undermines the trust placed in the site.

Request: Due to this negative experience, I no longer have any interest in using the site. I demand a refund of my 250,000 ARS to my Mercado Pago account. I will not accept a late credit to my game balance, as the service was not provided in a timely manner.

I will contact you again within 48 to 72 hours to update you on the status of the case and request that the complaint be processed with all mediation powers if the money still does not appear.

El día de ayer realicé un depósito de 250.000 ARS de buena fe, motivado por la excelente calificación de 9,8 que este casino tiene en su plataforma. Mi intención era utilizar los fondos de manera inmediata; sin embargo, han pasado 24 horas y el saldo no figura en mi cuenta ni he recibido respuestas claras del soporte.

Aclaración sobre los plazos de mediación: Soy plenamente consciente de que CasinoGuru suele recomendar un tiempo de espera de 48 a 72 horas antes de intervenir formalmente. No obstante, presento esta queja ahora para dejar un precedente inmediato sobre el incumplimiento del casino. La demora en un depósito vía billetera virtual es inaceptable y rompe la confianza depositada en el sitio.

Solicitud: Debido a esta mala experiencia, ya no tengo interés en utilizar el sitio. Exijo la devolución de mis 250.000 ARS a mi cuenta de Mercado Pago. No aceptaré una acreditación tardía en el balance de juego, ya que el servicio no fue prestado en tiempo y forma.

Me comunicaré nuevamente con ustedes en un plazo de 48 a 72 horas para actualizarlos sobre el estado del caso y solicitar que la queja se procese con todas las facultades de mediación si el dinero sigue sin aparecer.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Martinluppo,

Thank you very much for submitting your complaint. I’m sorry to hear about the delay with your deposit.

Thank you as well for sharing the payment receipt. According to the screenshot, I can see that a transfer of ARS 250,000 was made via Mercado Pago on May 7, 2026.

I would also like to mention that, in cases involving delayed deposits, we usually recommend waiting up to 30 days before considering the funds officially lost, as payment processing delays can sometimes occur between payment providers and casinos. At this stage, it is not yet clear whether the issue was caused directly by the casino or by a third-party payment processing delay.

In order for us to better understand the situation and assist you further, could you please clarify a few additional details?

• Have you already contacted the casino support regarding this issue? If yes, what was their latest response?
• Is the deposit currently marked as "pending," "failed," or does it not appear at all in your casino account?
• Have you successfully deposited or withdrawn with this casino in the past using the same payment method?

You may also forward any relevant communication with the casino, screenshots, or additional documents directly to petronela.k@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Dear Petronela,

Thank you so much for your help. Regarding your questions, here is the requested information:

Support Contact: I have contacted customer service on several occasions. Their last response was that the deposit "has not been recorded" and they keep asking me to "check with my bank," even though I have already provided them with the official receipt.

Transaction status: The deposit appears in my casino transaction history as "failed";

Previous successful deposits: Yes, and I have a very important update on this. After the 250,000 ARS deposit failed, I made a test deposit of 50,000 ARS using the same Mercado Pago account and the same method. This second deposit was credited instantly.

Crucial point: The fact that the 50,000 ARS deposit worked perfectly proves that my bank is NOT the problem and that the payment channel is active. The casino is specifically holding the 250,000 ARS transaction.

I have already sent the bank statement and a comparison between the successful and missing deposits to your email address. I do not want the funds credited to the casino; due to this experience and the lack of support, I request a full refund to my original payment method.

Sincerely, Martinluppo

Estimada Petronela,

Muchas gracias por su ayuda. Respecto a sus preguntas, aquí tiene la información solicitada:

Contacto con Soporte: Me he puesto en contacto con el servicio de atención al cliente en varias ocasiones. Su última respuesta fue que el depósito "no está contabilizado" y me siguen pidiendo que "consulte con mi banco", a pesar de que ya les proporcioné el comprobante oficial.

Estado de la transacción: El depósito aparece en mi historial de transacciones del casino" como "fallido"; .

Depósitos previos con éxito: Sí, y tengo una actualización muy importante sobre esto. Después de que fallaran los 250.000 ARS, realicé un depósito de prueba de 50.000 ARS utilizando la misma cuenta de Mercado Pago y el mismo método. Este segundo depósito se acreditó de forma instantánea.

Punto crucial: El hecho de que el depósito de 50.000 ARS haya funcionado perfectamente demuestra que mi banco NO es el problema y que el canal de pago está activo. El casino está reteniendo específicamente la transacción de 250.000 ARS.

Ya he enviado el extracto bancario y la comparación entre el depósito exitoso y el desaparecido a su correo electrónico. No deseo que los fondos se acrediten en el casino; debido a esta experiencia y a la falta de soporte, solicito un reembolso total a mi método de pago original.

Atentamente, Martinluppo

Dear Martinluppo

Sorry to hear you faced issues

According to our log, you attempted to make at least 9 deposit transactions in the disputed amount, can you please clarify the ID of the transaction you are referring to?

Regards

Dear Martinluppo

The ticket to the external PSP was created. It may take some time, we will update you accordingly when the response gets received.

Regards

That's exactly what I asked for from day one. It's frustrating to have wasted four days reading excuses and blaming my bank, when the solution was as simple as escalating the ticket to the technical support provider from the start.

As I mentioned, I have the receipts and the transaction ID confirming that the money left my account. I hope the process with the external provider is faster than your chat support and that the refund to my Mercado Pago CVU is processed as soon as possible. I await confirmation of the refund.

Exactamente eso es lo que les pedí desde el primer día. Es frustrante haber perdido 4 días leyendo excusas y culpas hacia mi banco, cuando la solución era tan simple como escalar el ticket al proveedor técnico desde el inicio.

Como les dije, tengo los comprobantes y el ID de transacción que confirma que el dinero salió de mi cuenta. Espero que la gestión con el proveedor externo sea más ágil que su soporte de chat y que el reintegro a mi CVU de Mercado Pago se realice a la brevedad. Quedo a la espera de la confirmación del reembolso.

Hi Martinluppo,

Thank you for the update and for clarifying the situation further.

I understand your frustration, especially considering that you had already provided the payment confirmation and that another deposit using the same payment method was processed successfully. I can see why this raised concerns from your side regarding the handling of the specific transaction.

At this stage, however, it appears that the casino has now escalated the matter to the external payment service provider for investigation, which is an important step in resolving delayed or failed deposit issues of this type. Unfortunately, investigations involving PSPs can sometimes take additional time before the funds are either credited or returned.

For now, I would recommend allowing the casino and the payment provider some additional time to complete the investigation and provide an official outcome regarding the disputed transaction.

Dear Vulkan Vegas Casino,

Thank you for escalating the matter to the external PSP. Could you please keep both the player and us updated regarding any progress, estimated processing time, or confirmation whether the disputed funds will be refunded or credited?

Thank you in advance for your cooperation.