A player from Germany deposited €101 in Ethereum but has not received it after 24 hours, despite transaction confirmations. They have reached out to the casino's support, which has been unresponsive. The issue was successfully resolved as the funds were eventually credited to the player's balance.
BitWin Casino - Player's Ethereum deposit was delayed.
Amount: Ξ0.05
BitWin Casino
Safety Index:Above averageSafety Index
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7.4
BitWin Casino has a Safety Index of 7.4, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
I deposited €101 (plus fees) in Etherum and my deposit still hasn't arrived after more than 24 hours, even though the transaction has been confirmed several thousand times (over 6000).
The support puts me off every time.
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1 year ago
Dear reipertmanuel,
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 which takes approximately one month. In these cases, casino has its hands tied. Meanwhile, I would strongly recommend not depositing 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 have been 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
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1 year ago
Translation
I don't need to contact the payment provider because it is exactly understandable that my money was sent to the casino wallet and also arrived there, look at the attachments, there you can see exactly that my money was sent to my personal wallet address from casino was sent and was also confirmed over 6000 times. I've been playing with crypto for years and never had such problems
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1 year ago
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The e wallet address is only visible to me and was assigned to me personally and yes it was my first deposit at this casino
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1 year ago
Thank you very much, reipertmanuel, 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.
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1 year ago
Translation
The money is in my account today after less than a week
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1 year ago
Hello reipertmanuel,
I'm glad to hear that your funds arrived to your account. 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
