The player from the United States had experienced issues depositing funds via the Ethereum network at an online casino. Despite the transaction hash having suggested the transfer was successful, the casino had denied receiving the funds, leading the player to suspect misconduct in the casino's accounting department and demand a return of her deposit. Upon our advice, the player had contacted her payment provider for an investigation. Subsequently, the issue had been resolved. The player had expressed gratitude for our involvement and the complaint had been marked as 'resolved'.
BitStarz Casino - Player accuses casino of stealing deposited funds.
Amount: 190 USDC
BitStarz Casino
Safety Index:Very highSafety Index
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9.8
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
I transferred usdc via Etherum network...they say they did not receive it. Transaction hash says they did. First they told me I sent it to the wrong address but they failed to realize they were referring to their own address and they sent it to a third party address. I sent those same monies from coinbase to my wallet via the therul network so I know it's possible. I'm not new to their casino I've opened and closed accounts for various reasons. I know how to deposit with crypto. I know they think that since I'm from the US and use a VPN which they allow that I won't say anything. But stealing is stealing. Someone who is tech savvy in their accounting department stole my money. They can close my account if they choose but send my deposit back first. I've got all screenshots and emails to prove my point.
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1 year ago
Dear jayzfriendred11,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate, but bear in mind, that it’s a complicated process that takes approximately one month. In these cases, the casino usually has its hands tied.
I’m sorry that we couldn’t be of much help at this time. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding.
Best regards,
Veronika
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1 year ago
The player sent us the following e-mail:
Subject: Complaint resolved
Once again your involvement has proven very valuable. I am forever grateful.
Dear jayzfriendred11,
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,
Veronika
Casino.Guru
