BetWhale Casino - Player’s deposit was delayed.

I have made a number of deposits on this platform and funds were normally available within a minute or two of transferring USDT.

This time I have transferred $175 USDT over 3 hours ago and the funds are not available in my account.

etherscan shows the transaction successful with over 900 confirmations.

a further search of the wallet also shows and confirms my $175 USDT sitting there.

I have reached out to their customer service on three occasions now and I’m being told the transaction hasn’t processed and their not in charge of the blockchain… it’s the blockchains fault.

they’ve also sent generic messaging about reasons why a transaction can delay being confirmed.. yet there are over 800 confirmations.

I’m not sure if I’m dealing with untrained staff or I’m genuinely being stitched up for my money here.

I can’t get any reasonable help or information from this platform.

Dear Abzzzzz,

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?
• Could you please forward a full Transaction hash and the name of the Network? My email address is petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Petronela

Hi Petronela,

it was a unique code provided when pressing deposit via USDT and selecting the amount.

the depositing address is different everytime I have deposited.

It has now been 3 days with no luck.

i don’t think this has anything to do with my payment provider because this transaction is clearly fully processed when looking up the transaction hash.

if you do a quick search of the depositing. address I have deposited to, it also shows that my funds are received and sitting there in the wallet.

also, I have emailed what you have requested.

Hi Casino Guru,

it has been 3 days now and they have finally deposited $175 AUD to my account.

However I deposited $175 USDT which equates to over $260 AUD.

I have again contacted their chat multiple times and they are absolute headless chickens who don’t even understand what I’m saying. They just have generic responses without listening to what i am saying to them.

I really need your help here. Betwhale is the absolute worst website anyone can use.

Thank you very much, Abzzzzz, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@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.  

Hi Abzzzzz,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite BetWhale Casino to the conversation to participate in the resolution of this complaint.

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 Abzzzzz,

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 could 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. I am sorry we could not be of more help on this occasion.

Best regards,

Peter