A Big Candy Casino - Player’s deposit via ETH is missing.

I sent 30USD via ETH network, as instructed. One half hour later I checked ETH blockchain and saw my payment was confirmed. I reached out to customer service, who first claimed they ‘hadn’t received it’ and then that it was ‘still on the blockchain’. They then sent me a link to a blockchain website. When I provided a different blockchain website showing positive confirmation, customer service replied they "hadn’t received it". I realize now this casino operates without a license and appreciate casino guru making this fact known. Currently my case is being "reviewed’ by their "IT department". It’s only 30 bucks and, believe he, lesson learned, but if Casino Guru could look into the matter, or at least add my complaint to the apparent growing list, so future players may exercise greater care when sending this particular casino anything of value.

I have records of all conversations regarding the deposit that will not fit in the attachment field. Thanks again.

Dear cpaulking,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with A Big Candy Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please share a screenshot of what the address of the casino looks like when you attempt to make a deposit via ETH?
• Was this your only deposit attempt in this particular casino?

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,

Tomas

I have checked three times and each time the address is different, this is their Ethereum QR code. I don’t know that it’s necessarily bad that the address is different each time but it’s not the same address.

Thank you for responding so quickly, I was saying that I truly appreciate that websites like casino guru exist so people can learn from such a comprehensive resource. The fact that casino guru includes license status and potential illegitimacy is a great service to the gambling community. As I type this, it has been 18 hours since I wrote my email to their support and I have contacted the operators, several times in fact (transcripts of each interaction). Each time, I have been instructed to be patient while I wait for a response from the proper department, referred to as the IT department from operators. However, in one of my interactions with a 3rd operator, (my main question to each operator was "when could I expect a response from the proper department/the IT department"). I was told that the Casino did not have an IT department by one operator, despite the fact that two other operators were insisting that was the department that I was waiting to hear back from. When I asked if I could be connected to them, I was told "they did not chat."

I have had similar experiences in other casinos where they claim your deposit has not been received and that it "may never be received", if you didn’t follow their specific directions. I always follow specific directions, and take screenshots to prove it. After providing this proof (which is usually requested by the operator, oddly, though, not with big candy), the representative or operator usually puts me on hold for two or three minutes (and they leave you a cheesy game 😹) then I am given my deposit (and THEN transferred to another department so they can reattach the bonus "manually". A bit bureaucratic, but I get it). However, never before have I had to wait for a potentially nonexistent department to review a fact that anybody can access. The QR code was provided by the casino, I truly am confused that they can say that they haven’t received it, when I can see the blockchain-confirmed transaction, with my hx, sitting in the wallet of the address they provided. Anytime I check back in with the operators, they seem to know very little, as the only solution they can offer to email "support". Meanwhile, you have responded to my complaint in less time than it takes to hear from this supposed support! Even if this entire thing is a great big misunderstanding, it’s terrible customer service, but frankly, the number of similar complaints involving this casino is concerning. Again, thank you for responding in such a timely manner, I truly hope a resolution can be reached.

To answer your last, yes, this is my first attempt at a deposit with this casino and probably my last.

Has the casino concluded its investigation regarding your deposit since your last reply?

If your issue persists, please forward your attempts to resolve the issue with the casino to my email at tomas@casino.guru

Dear cpaulking,

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.

The casino has concluded its investigation. After attempting to make a deposit on June 21st unsuccessfully, their support team reply to my email almost 24 hours later, the reply was that they would look into it. Three days later I was contacted by "payments" who concluded that after a "thorough search within their system" they still could not find the $30 that was still visibly sitting in the wallet link provided to me by their Casino. I was still checking it every day to see if it was there. They registered the transaction as an "error" but "made an exception" for me and credited my account with the initial sum I attempted to deposit.

If you are interested in having a casino "lose" your first attempt to deposit with them, then having to wait/deal with customer support for 4 days before finally being told they couldn't find your money but here's credit anyway, then this is definitely the casino for you. I truly believe that if I did not make every effort to attempt to discover what happened to my money they would have done nothing for me, including credit my account. I believe Casino Guru helped that credit happen, many thanks in that department. I will not be making another deposit with them and I would caution anybody who might try to beware. Best case scenario they lose your money too and you have to wait 4 days for them to put it into your account. Worst case, they don't believe you ever sent it and will ignore any logical proof to the contrary.

As an interesting side note, 2 days after I received contact from the "payments" department, the ethereum deposit I made was finally collected from the wallet that the casino had me send it to.

Again, many thanks to casino Guru for helping recover my funds, I believe without you there would not have been any resolution.

Dear cpaulking,

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

Casino.Guru