The player from Poland had deposited approximately $24.60 in cryptocurrency using the Polygon network. Despite the platform having listed this as a valid payment method, the deposit hadn't been registered, and the player was informed by support that this form of transaction was unrecognized. The player saw this as a form of theft. After the player had provided the casino with the payment confirmation, the casino agreed to refund the transaction. However, the refund was delayed and the player had to wait for two weeks. We had invited the casino to join the investigation, and they confirmed that the disputed funds had been credited to the player's account. The player confirmed that they had successfully withdrawn the funds, hence we considered this complaint as resolved.
Cloudbet Casino - Player's deposit via cryptocurrency has not been recognized.
Amount: $24
Cloudbet Casino
Safety Index:HighCase closed
RESOLVED
Case summary
I have deposited roughly 24.60 USD in form of USDC cryptocurrency through Polygon network.
When you log-in to Cloudbet and go to deposit page you can see it's a supported coin - it generates address for you on that specific network, gives you QR code, doesn't say anything out of ordinary.
I sent the aforementioned equivalent to the address. After waiting an extended period of time I asked Cloudbet's support why was my deposit not registered. To my surprise, Support Agent Letty informed me, that such coin on that network is not recognised by the system.
As a result of such, my deposit got seized. This is pure theft - Cloudbet has this specific deposit method on their mainpage, but once you use it your money is gone.
Dear shaditore,
Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Cloudbet Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.
Could you please advise if it was your first-ever deposit into the casino?
Did you provide the casino with the payment confirmation?
If the casino wasn't able to receive your deposit, I would definitely recommend contacting the payment provider itself.
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
Wasn't my first deposit - deposited USDC on ETH network before.
I did provide them with confirmation.
They said that there is contract details on deposit page, and from this contract I should know that such deposit won't be accepted (despite them having a dedicated page for USDC on Polygon deposits).
Thank you, shaditore, for the update. Could you please send me the casino's statement about refunding the lost deposit to you? My email address is veronika.l@casino.guru. Alternatively, you may post the screenshot here.
Usually, we recommend players wait up to 14 days to receive any money from the casino. Since it has now been two weeks, I believe you should have your refund by now. Can you please confirm it? If you have not received the refund yet, we will invite the casino to join the investigation of your case.
No, they have not done like they said they would. I've emailed them twice to ask how it's going and they told me to wait.
It's surreal to wait 2 weeks for a simple, small amount refund.
Thank you very much, shaditore, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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 shaditore,
I'm Michal and I have taken over your complaint. I have reviewed your case and will contact the casino to see if I can help.
We would like to invite Cloudbet Casino to join the conversation.
Dear Cloudbet Casino,
Can you please inform us when the refund will be sent to the player?
Hello CasinoGuru & shaditore,
We'd just like to notify you that the disputed funds have now been credited to the respective player's account balance and they can withdraw them as they please.
Additionally, we would like to thank shaditore for their continued patience and understanding of the matter.
If there's any further information that needs to be provided, please let us know.
Best regards,
Stefano
Customer Success Team Leader
Thank you for your response, Stefano.
Dear shaditore,
As per the above response, the funds are available in your casino account. Please submit a withdrawal and let me know once you receive the funds.
Dear shaditore,
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.
Great news, shaditore. I'm glad to hear that you successfully received the funds.
As the complainant confirmed that the funds were successfully received, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.
Thank you in advance for your time.
Best regards,
Michal
Casino.Guru
