The player from Austria had had an issue with Beastino Casino regarding a confirmed cryptocurrency deposit that had not been credited to his account. The player had provided the necessary transaction details to the complaints team. Despite multiple attempts to contact the casino, the complaints team had received no response. The complaint had been marked as 'unresolved', potentially affecting the casino's rating. We had recommended the player to submit a complaint to the responsible gaming authority Antillephone N.V. (Curacao). However, the casino had later contacted the player and resolved the issue by refunding the full amount to the player's wallet. The player had confirmed the receipt of the refund and the complaint had subsequently been marked as 'resolved'.
Beastino Casino - Player's deposit has been lost.
Amount: €200
Beastino Casino
Safety Index:Above averageCase closed
RESOLVED
Case summary
Dear Lion1412,
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 that takes approximately one month. In these cases, the casino has its hands tied. Meanwhile, I would strongly recommend not to deposit 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 were 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
The transaction (crypto) is considered confirmed.
It wasn't credited to my account.
The address was only visible to me and no, it wasn't my first deposit, but the first with crypto.
I can send you the transaction hash
Please do. Either here or to my email address petronela.k@casino.guru. Thank you in advance.
Thank you very much, Lion1412, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Hello Lion1412,
I'm Michal and I have taken over your complaint. I have reviewed your case and I understand your frustration, but just so you know as the payment was confirmed to another wallet/address, I'm afraid there is not much we can do here, however, I will still try to contact them to see if I can help.
We would like to invite Beastino Casino to join the conversation.
Dear Beastino Casino,
Can you please confirm what address was shown to the player in the player's account for deposits? If this was a payment provider issue, how can the misplaced payment be returned to the player?
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Dear Lion1412,
I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.
In the meantime, I recommend that you contact the responsible gaming authority - Antillephone N.V. (Curacao), and submit a complaint via email to them (certria@gaminglicences.com and/or complaints@gaminglicences.com). Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description, and supporting attachments if needed. Please note it is a rather passive licensing authority and you can wait weeks or even months for an answer, but it may have more options and tools to help players. Let me know if and how they replied at michal.k@casino.guru
I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.
Best regards,
Michal
Casino Guru
We’ve reopened this complaint at the Beastino team's request.
Dear Lion1412,
The Beastino team has notified us that they addressed this matter directly with you, and it was successfully resolved. Could you kindly confirm this?
In this particular case, we have successfully resolved the matter directly with the player. The full amount has been promptly refunded to the player's wallet. It is important to note that the issues encountered were primarily attributed to a payment merchant, an aspect that was beyond the control of our casino. Nevertheless, we made every effort within our capacity to rectify the situation and ensure the money was refunded promptly. We sincerely apologize for any inconvenience this may have caused.
Best regards,
Beastino Team
^^ Immediately and directly well written is very beautifully described.
Yes, I received my money back after several weeks, messages and the need to turn on Casino Guru.
But I will definitely not play there again after such a glitch or lengthy solution.
Dear Lion1412,
I understand your frustration caused by the inconvenience of the situation, however, such situations are still not uncommon from our experience. Several factors, such as the licensing authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence, so although some payment methods are usually really quick, sometimes it can take much longer for the payment to be processed, and this is not always in the "casino's hands." As it was communicated to you by the Beastino team previously, the issues were primarily attributed to the payment merchant, and it was beyond the control of the casino team. Such issues are, sadly, quite time-consuming to resolve.
The most important thing is that it was sorted and you received the funds. It is, of course, solely your decision if you give Beastino Casino another chance or you will look for another casino, but as the main issue was resolved and you have successfully received the funds, I would consider your complaint resolved. Do you agree, or is there anything else I can assist you with?
Thank you for the confirmation, Lion1412.
As the complainant confirmed that the funds were successfully received, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us Lion1412 if you encounter any problems with this or any other casino in the future. We are here to help you.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.
Thank you in advance for your time.
Best regards,
Michal
Casino.Guru
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