Casino Extreme - Player faces issues with cryptocurrency deposit.

I sent $35 btc and only received $14 in my account. They said it wasn't them that charges so much but the crypto currency network. And I basically have no recourse. This isn't the 1st time I've been overcharged by their site. No other gambling site charges that much.

Dear albarranstephen,

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.

• Can you please inform me of the e-wallet you are using?
• Have you attempted to address this matter directly with the Customer Support of the payment provider?
• If there is any relevant communication, please forward it, along with a screenshot of your deposit in your e-wallet and your casino account, to petronela.k@casino.guru.

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

I used cashapp to send the btc. Hers the screenshot of payment sent.

and yes I did try to resolve with the casino and they said it wasn't them that charges so much.

Earlier, you mentioned that this isn't the first instance of being overcharged by the casino website. Could you please specify whether it's consistently a certain percentage of the desired deposit amount being deducted or if it's a fixed amount missing regardless of the deposit size?

I'm not sure because the last few deposits were only between $20-$35 and I would be charged $5 -$6 per deposit, not sure of exact amount. But the last deposit was well over 50%. I know no other casino site charges that much.

Thank you very much, albarranstephen, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.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.  

Hello albarranstephen,

I have reviewed your case and will contact the casino to see if I can help. In the meantime, can I ask if you were shown any fees that would be applicable in Cash App before confirming the transaction?

 

We would like to invite Casino Extreme to join the conversation and participate in the resolution of this complaint.

 

Dear Casino Extreme,

 

Can you please provide further information about the fee that has been charged?

 

Kind regards,

Adam

Dear albarranstephen,

I have made with the casino via Skype and they have requested more time while they look into the situation.

I will therefore extend the timer accordingly.

Kind regards,

Adam

Hello albarranstephen,

Hello Adam,

I wish you both a very Happy New Year and plenty of luck in it.

Please note that albarranstephen's account and deposit have been reviewed and the following has been determined.

The player made a Bitcoin deposit in value of 0.00034795 BTC. This amount when exchanged to USD was $14.72, which is the amount credited to the player's account. The Casino does not take any fees from player deposits, however, the Casino also doesn't cover any transaction fees when a player is depositing. The Casino credits Bitcoin deposit by copying the amount that is visible on blockchain as that is the amount we receive.

You may see the deposit in question on the Blockchair link below:

https://blockchair.com/bitcoin/address/3HadAuNUrZWBPWm2huM1XQYeLhncgJGicx

Please bear in mind that value of Bitcoin has slightly increased since 16th of December, when the deposit was originally made.

The simple explanation as to what exactly happened, is that due to the rapid increase in Bitcoin value, that started around November 1st, transaction fees have doubled and even tripled at a certain point and that is why your deposit does not reflect the amount that was taken from your account.

Once again, The Casino does not take any fees from players when they are making their deposits.

Also, we would like to help in avoiding these extra costs and we do that by accepting Litecoin (LTC) deposits and even providing additional boosts on said transactions. Litecoin has significantly lower transaction fees and the confirmation time is even quicker than with Bitcoin.

I sincerely hope that I was able to help in clearing any misunderstanding and of course, should additional information be required, please do not hesitate to contact me.

Kind Regards,

Luke Newman

Casino Extreme Management

Thank you for the explanation, Luke and Casino Extreme.

Dear albarranstephen,

The casino's explanation does sound plausible, can I once again ask you if you were shown any fees that would be applicable in Cash App before confirming the transaction? I believe most wallets show fees at the time of confirmation, perhaps you have a screenshot of this?

Kind regards,

Adam

Dear albarranstephen,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear albarranstephen,

As there has been no further response from you, this complaint will now be rejected as previously mentioned. It can be reopened at any time.

Kind regards,

Adam