The player from Germany has deposited money into casino account but the funds seem to be lost. The player confirmed the issue was resolved after the amount had successfully been credited to his balance. Consequently, the complaint was resolved.
1Bet Casino - Player’s deposit has never been credited to his casino account.
Amount: €300
1Bet Casino
Safety Index:Very lowSafety Index
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0.0
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
I deposited 300€ via my e wallet (Coinbase) via bitcoins. The payment was already shown as failed in the casino while the transaction was not yet complete. However, the money was debited from my wallet. I sent an email to the casino with all the required screenshots. In response, I received an e-mail saying that a screenshot of my online banking was needed. But I deposited with my e wallet. Nevertheless, I sent a screenshot of my online banking, which at least proves the deposit on Coinbase. Repeated inquiries via the casino's live chat remained pointless, they only refer to the fact that the responsible department will take care of it as soon as possible. When asked why I should send a screenshot of my online banking, the answer is simply that the responsible department will take care of it. I couldn't verify the site either. Apparently this only works with the first payout on this page. Attached are the screenshots of my bitcoin transfer
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1 year ago
Dear Odysseus,
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, the casino has its hands tied. Meanwhile, I would strongly recommend not depositing any more funds until the issue is sorted.
Could you please advise if the e-wallet address to deposit funds into your account was visible on the casino’s website for all the players or if you have been provided a unique one when opening the account? Was it your first deposit in this casino?
I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.
Best regards,
Petronela
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1 year ago
Translation
Hello. It was my first deposit. I sent this to the wallet address the casino gave me. I don't know if the address applies to all players.
In any case, I made another minimum deposit (€10) via bitcoins and noticed that I was then given a different address. I then canceled the deposit.
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1 year ago
Thank you very much, Odysseus, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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1 year ago
Translation
Thanks. The problem is done. the money has now arrived.
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1 year ago
Hello Odysseus,
I have reviewed your case and will contact the casino to see if I can help.
We would like to invite 1Bet Casino to join the conversation and participate in the resolution of this complaint.
Dear 1Bet Casino,
Can you please provide an update on the status of the player's deposit? Why have the funds not been credited to the player's balance?
Thank you.
Kind regards,
Tomas
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1 year ago
Translation
The problem is done. The money arrived today. Thanks
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1 year ago
Dear Odysseus,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not 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,
Tomas
