The player from Germany made a €25 deposit via Litecoin, and despite confirmations, the money did not appear in their account after 5 hours. They contacted live chat and email support but received no assistance. The issue was eventually resolved as the deposit was credited to the player's account balance.
BitWin Casino - Player experienced issues with their first deposit
Amount: €25
BitWin Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
10 months ago
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10 months ago
Translation
Hello, today I made a deposit of €25 via Litecoin.
after 6 confirmations in the blockchain (about 30 minutes) there was no money on it. I contacted the live chat and they said it could take up to 2 hours. After 3 hours there was still nothing on it, so want to contact the live chat again. No more live chat available, written to support (email) received no answer. It's been over 5 hours now. I'm opening the case because I don't expect to receive any more payment.
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10 months ago
Dear Tim1993,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you made any successful deposits before?
Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.
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,
Kristina
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10 months ago
Translation
Hello this was my first deposit at this casino. The support answers it would be clarified but we are not really making any progress.
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10 months ago
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I still have no solution after 4 days. No money back no money in my player account the casino should get a warning urgently
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10 months ago
Thank you very much, Tim1993, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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Sensitive attachment
10 months ago
Translation
I have since received the attached email. This email says I sent my money to the wrong wallet address. I also attached the screenshots where you can clearly see that it was the same address as stated on the casino page.
this is not only ridiculous but also the worst casino support I have ever experienced.
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10 months ago
Tim1993,
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 BitWin Casino to the conversation to participate in the resolution of this complaint.
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10 months ago
Translation
The money came into my casino account today. Still, I don't find the reaction particularly pleasing
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10 months ago
Hi Tim1993,
I'm glad to hear that your funds were credited to your account. From our experience, the first deposit may take a bit longer, especially if verification is needed. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards,
Peter
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