BETWINNER Casino - Player reports a lost deposit due to an incorrect wallet address.

I am writing to raise a complaint regarding a scam that I experienced while depositing on Betwinner using the Instapay payment method. I copied the address from the Betwinner website and pasted it into my Instapay app to perform the deposit transfer. However, after the transfer was successful, and after waiting couple of hours I contacted the support and was told that that the address I have used that was provided on the Betwinner site was incorrect and it was me who made a mistake while doing the transfer !!!

I tried to resolve the issue through the live chat, but I was not successful. I then raised a complaint to the info-en team, and I was shocked again by their response. They essentially told me that I am responsible for verifying the correctness of the details and that a refund is not possible in this case. This response made me feel as though they were dismissing my concerns and expecting me to pay for their mistake.

Fortunately, I have proof and screen recordings of using the wrong address provided on their site, as well as evidence showing that they have since amended the mistake and changed the address to the correct one. I intend to present all relevant evidence to support my claims.

To give context to my claims a provide what really occurred:  

The incorrect address displayed as "RISK11@instapay" led to an unintended deposit transfer, as it should have been "RISK11" without "@instapay." The screen recording of the deposit process and the screenshots of the address modification on their website from "RISK11@instapay" to "RISK11" serve as compelling evidence of the error and Betwinner's acknowledgment of the mistake.

It's evident that I should not be held responsible for Betwinner's typo mistake, especially given the concrete evidence at hand. I request for support in addressing this matter is entirely valid, and I will ensure that reply on any of your concerns are appropriately addressed.

Dear Sherifraafat,

Thank you for submitting your complaint. I am sorry to hear about your negative experience with BETWINNER Casino and I understand your concern.

I have reviewed the screenshots you provided and noticed that the Instapay Wallet Username was initially Risk11@instapay, but was later changed to Risk11 only. However, the proof of the transaction you provided shows a username of Risk11instapay@instapay, which is not consistent with either of the usernames displayed on the casino website.

When you made your deposit, did you also provide the Instapay Wallet Number? Additionally, have you tried contacting Instapay to address the error you made in the wallet username?

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

Best regards

Veronika

I hope the you were able to click on the screen recording link I have shared with you .

Hi Veronika

can you please confirm if your were able to access the shared link for screen recording of Instapay pay deposit and how the address is reflected to (risk11instapay@instapay)

Hi Veronoka

I wanted to bring to your attention the incredibly unprofessional and dismissive email response I received from Betwinner support, despite the overwhelming evidence I provided. It is important to emphasize that this mistake has financial implications, and they seem determined to shift the responsibility onto me. If the error was made on their end, the cost should be borne by them, not me. It is clear that they are making every effort to avoid taking accountability for their mistake. I have shared the emails I received from them, and below is my response.

Betwinner info-en email:

Dear Customer,

The site contains the correct wallet number. You are responsible for verifying the correctness of the details. A refund is not possible in this case.

The default address in the application is @instapay, you must check the address by yourself. All the available information regarding your request has already been provided.

My email response on with a screen shot attached as new evidence

Dear,

I am writing to express my frustration and disbelief at the suggestion that I should be blamed and made to pay for an issue that clearly originated from your end. I have always used the copy button on your site for all addresses and wallet numbers, including the one in question.

After conducting a thorough investigation on my own, I was able to determine the root cause of the issue and have documented it in a screen recording video. Additionally, it is worth noting that you have since corrected the address from RISK11@instapay to RISK11, which is a clear acknowledgement that the address on your site was indeed incorrect.

It is completely unreasonable and unjust for you to attempt to shift the blame onto me and expect me to cover the costs for a mistake that was clearly made on your end. Your instructions explicitly state to copy the address, which is exactly what I did. Your attempt to hold me accountable for this error is both nonsensical and, frankly, comes across as a scam.

I refuse to be held responsible for your mistake and will not be making any payments in relation to this issue. I expect a prompt and fair resolution to this matter.

Finally, I have located the section in the instructions where it clearly states to paste the address, indicating that the advice is to use the copy and paste method to avoid mistakes.

They are scamming literally and as if they are telling me it’s out mistake and go F yourself

there reply after all shared evidence ll

And please help me Veronika I feel hopeless 🙁

Please note that it is the player's responsibility to ensure that they send the money to the correct address. It appears that you may not have noticed the difference between the address you were supposed to use (Risk11@instapay) and the address you actually used (Risk11instapay@instapay). Even if you copied and pasted the address, you should have noticed that the @ was missing and that instapay was written twice.

We regret to inform you that we will not be able to provide any further assistance with this issue, and your complaint will be rejected. Thank you for your understanding. I'm sorry we could not have been of more help on this occasion.

Best regards

Veronika