1xSlots Casino - Player’s withdrawal was delayed due to missing transaction information.

On 07/02/2024, I made a withdrawal of $800,000 to my Binance account. The money never arrived. I contacted the casino's support team, and they asked for my Binance account transactions, which I sent to prove I didn't receive the withdrawal. They told me they analyzed the case and the withdrawal was completed correctly, so I reached out to Binance to file a claim. Binance asked for the transaction ID and the network used for the transfer, information that 1xslots casino refuses to provide. They just keep saying that the transaction was completed correctly, and without that information, I can't file a claim.

Dear juanitow777, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus? 

Have you requested the transaction ID and the network used for the transfer via chat or email?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply. 

Best regards, 

Veronika

Good morning, yes, I removed it previously without problems.

and I did the verification since I made previous withdrawals

winnings were without active bonus

and ask the casino for the ID and currency by chat and by email

Good morning, I wanted to add the latest information regarding my claim, the casino gave me a hash with which, according to them, binance could give me information about that deposit (which is not correct, since without the deposit currency and network used it cannot be track) to which I contacted Binance support and they asked me again for the currency in which it was deposited and the network used to be able to review the blockchain, since there is no information about it in my account. I contacted 1xslots support again to request that information and also provide them with the screenshots of what was requested by binance where it clearly says that there is no deposit to my account with that hash and the response was the same that they cannot provide me No more information and having the proof that I sent them, both the movements of my account and the chat with Binance assistance continue to tell me the same thing that I received the deposit.

The truth is that I do not understand the denial of data as simple as the currency and network used to be denied and they continue to affirm without providing me with what is necessary to be able to know what happened to my money and above all that they continue to tell me that I received the payment even if I send them the information provided. by binance that I did not receive it.

I have emails, chats and my account information at your disposal for when you request it.

Greetings and thank you for analyzing my case.

Please forward me all the communication between you, Binance Pay, and the casino that could be relevant to the investigation of your case. My email address is veronika.l@casino.guru. Thank you.

Good morning, I have already sent you the requested information via email. Greetings

Good morning!

We would like to explain the situation a little and talk about the work that is being done. As reported in the email dated July 19, 2024, according to the payment system, the withdrawal was paid successfully. Since the user stated otherwise, our specialists decided to re-verify the transaction and sent a second request to the payment system with a screenshot of the receipt section of the e-wallet, which was provided by the client. Currently working actively on the withdrawal in the amount of 553.62 USD (800,000 ARS). We try to speed up the solution as much as possible. As soon as we receive information, we will definitely let you know!

Kind regards,

1xSlots team

We would like to inform you that work on the application has been completed. As we can see, during the withdrawal we are analyzing in this complaint, the customer specified a slightly different wallet number than in previous transactions. The payment corresponding to the wallet specified by the client was made on time and successfully. Unfortunately, since the error was not made by the service, we cannot influence the transaction. We recommend that the customer be more careful in the future when specifying data for withdrawal.

Kind regards,

1xSlots team.

Good morning, I received the resolution published by the casino representative and it turns out that the error was now mine. I received several responses from the casino, all different and even stranger, the last one because to make the withdrawal on the casino page it asks for the ID that it must be from the same account that you deposited otherwise it gives an error and does not allow you to withdraw directly. I requested my withdrawal to the only associated account that I have, it asked me for confirmation via SMS so I cannot understand how they sent it to another and on top of that they say that I was the one who withdrawal to another account

The mistake is theirs and they don't want to take responsibility.

Thank you, dear 1xSlots Casino representative, for getting in touch with us and explaining the situation. Could you please forward me the documents showing the player's wallet number with the date and time the withdrawal was processed? My email address is veronika.l@casino.guru.

Dear juanitow777,

Can you please send me the email or screenshot with the wallet number you provided the casino with when you requested the withdrawal?

Dear forum representative, thank you for your feedback! We have sent a letter to the email provided. We are awaiting a decision on the request and a response to this complaint.

We would also like to address the user directly. All data entered during the withdrawal process is securely stored and immediately passed to our specialists for processing. Unfortunately, if incorrect information is provided and funds are already transferred, we are unable to assist in refund of funds. While we regret this situation, we can only advise, as previously communicated, that you carefully double-check your details when withdrawing funds to prevent similar issues in the future.

Best regards,

1xSlots team

Dear juanitow777,

We have received evidence from the casino that the payment was successfully processed. However, it appears there was a mistake in the recipient account number. This number was provided by you, and it is your responsibility to ensure that all details are correct. I am sorry but in this case, there is nothing we can do to assist you.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.