CoinPoker Casino - Player made a deposit to his old casino account by mistake and requested a refund.

All the details were sent via email to Mr. Branislav Bright (branislav.b@casino.guru), one of your complaint specialists, more than 48 hours ago, and there has not been any response from him or the specialist from the relevant department.

Do not hesitate to contact me even if you deem my complaint pathetically insiginifant or too preposterous under the circumstances.

Dear GuruMay23,

Thank you very much for submitting your complaint. Please note that we do not operate as a live chat or 24/7 support, nor do we solve complaints via emails. Casino.Guru is an independent online casino database that acts as a mediator in resolving players’ disputes and we have 7 days to respond to each message in a complaint thread.

I’m afraid, I will need more information regarding your problem, so please describe in this thread what the issue is and how we could help.

I will be waiting for your reply patiently.

Best regards,

Kristina

Please fix the misspelling of "insignificant" in my first message on this page and delete this message after the inadvertent error is corrected.

Thank you for your reply, GuruMay23. Could you please advise how exactly you managed to make this transaction unintentionally?

Weren't my emails describing the incident sent to you (kristina.s@casino.guru, kristina.s@guruadmins.com) as well as to Mr. Branislav Bright (branislav.b@casino.guru), Mr. Matej Novota (matej@casino.guru), Ms. Petronela Kontos (petronela.k@casino.guru) before?

Let me reiterate. I was flatly astonished and felt incredibly disgusted when I came to the realization that the wrong and unintented recipient (CoinPoker: 0xDf8DD5e0b4168f20a3488Ad088dDB198fE602Cb3) was chosen from my list of recipients of the funds. There is no denying that it was a careless and unfortunate misclick.

No response from CoinPoker for almost 30 days. You're not letting CoinPoker get away with this, are you?

Please understand that this is not a live chat and we do not solve complaints via email. I already explained it to you in my first message, so kindly keep that in mind.  We currently have hundreds of active complaints and even though we try our best, it is not possible for us to reply immediately to all messages. We have 7 days to respond and we always get back to each complaint as soon as possible. 

Furthermore, I am sure you realize that you cannot blame the casino for this situation, and our options to help are limited. Nonetheless, I will now forward your complaint to Peter (peter.m@casino.guru) and hopefully, we will be able to find a solution.

Thanks, Kristina.

Peter, what I would like for to do is get a hold of a CoinPoker representative, if you guys have not attempted to do so yet.

Dear GuruMay23,

I'm taking over your complaint. Please keep in mind that this situation isn't the casino's fault. If you send money on blockchain to the wrong wallet address, there's a good chance that the money is lost. However, I will contact the casino and see if there's something that can be done. I would like to invite CoinPoker Casino to the conversation to participate in the resolution of this complaint.

Thanks, Peter.

As a matter of fact, my money is not unclaimed. It has been in the wallet of CoinPoker, ironically, according to the Ethereum blockchain records.

Please refer to the following:

•https://ethplorer.io/tx/0x3cc4db112fef0e24bbcaddecda9f07c6605a37af57b7217ed60945161cb2ccdf#pageTab=transfers

•Transaction hash: 0x3cc4db112fef0e24bbcaddecda9f07c6605a37af57b7217ed60945161cb2ccdf

In view of the fact that the unlicensed CoinPoker being rated 1.6 out of 5 on Trustpilot review website (https://www.trustpilot.com/review/coinpoker.com), its crypto wallet addresses allegedly being blacklisted by major crypto exchanges, not to mention, there are numerous complaints lodged by its customers on other platforms, it would be a miracle if I will be able to retrieve the funds eventually.

We would like to ask CoinPoker Casino to respond to the complaint. We are extending the timer by 7 days.

Hello.

My name is Mike and I am an affiliate manager for CoinPoker.

First of all I would like to mention that CoinPoker is primarily a poker room, the casino section in our poker client was launched only recently and is working in test mode. Moreover, we have never cooperated with CasinoGuru and no CoinPoker representative has had an account here until today (I saw an email today about registering an account with CasinoGuru in the spam box).

But anyway, on the merits of the player's question, I can report the following:

We have investigated into this case and inform you that the player’s account was closed, as per their request in April 2021. The transfer they are claiming was sent to the CoinPoker wallet through an exchange, which we do not accept, rather than from a private wallet. As a result, it is solely their responsibility if they used our wallet address incorrectly and for using an exchange, when they no longer hold an active account with us. Nevertheless, we are going to reach out to them via email to offer a solution and settle their complaint.

Hi Mike,

Thank you for your response. Sorry for the previous message, it was sent automatically so I removed it. There would be no penalization. We perfectly understand your position and the fact that the casino didn't do anything wrong. However, we would very much appreciate it if you could help the player with a refund.

Dear GuruMay23,

Please keep me updated.

Mike, just to be clear, my CoinPoker account was closed at my request in May 2021, not in April 2021. Whoever provided you with that information was mistaken.

Peter, yesterday I got an (unexpected) email from CoinPoker support team for the first time since May 15, 2023, the date of incident. After 45 days of no contact! Can you imagine what they want me to do? They want me to reopen my account, redeposit funds, and reverify my crypto credentials! I felt deeply insulted.

I will keep you updated on the progress of the refund procedure.

Hi GuruMay23,

Thank you for your reply. It was expected that the casino would require full verification to refund the money. Hope it will be soon, let me know.

I have been chewing over their seemingly generous offer for about a week.

Peter, what do you think they have up their sleeve? Am I falling right into the trap? Am I being unreasonably anxious?

Hi GuruMay23,

I'm not sure what you mean. We have to accept the fact that the casino didn't do anything wrong. The money was sent to them by mistake so it's not like it directly charged you. The difficult communication with the casino is another thing. Has there been any news regarding the refund?

Hello, respected player and GasinoGuru

I would like to point out that the support service assists the player in resolving the situation and responds to his messages without delay. 

I do not consider myself in the right to publish personal correspondence without the consent of the participants, but if the player does not mind, I can publish screenshots of the answers to all questions of the player.

This way there are no delays or other problems in communication on our part. 

Also, I will refrain from commenting on recent messages from the player about the "contents of our sleeves" and the like. I think an outside observer can draw comprehensive conclusions about this.  

Peter, I have not officially initiated a refund. I am still trying to figure out my optimal move mainly because the refund procedure seems rather complex, involving multiple steps. Maybe it is just me being overconcerned and slightly paranoid.

Mike, Valentina (CoinPoker support representative) has been cooperative and helpful, and it is absolutely reassuring to know that you are accessible/available on Casino Guru if the situation requires. It is not entirely necessary to dislose/publicize personally identifiable information on the website. You may forward all the relevant email exchanges (between Valentina and me) to Peter (peter.m@casino.guru) to keep him fully informed.

Hi all,

Thank you for your replies.

Dear GuruMay23,

To be honest, I only really see two options. Option number one: consider the money lost. Option number two: ask for a refund and finish the refund process. It doesn't make much sense to keep the complaint open if you're not going to ask for a refund.

Peter, now that my personal crypro wallet is ready for incoming/outgoing transfers, I am hoping to complete the refund process soon. It would be incredible to finish this tortuous race with a subtle flourish!

Valentina should have received my email asking if CoinPoker can fully reinstate my account (that was voluntarily closed in May 2021) so that I will be able to restart playing games with a refund (plus a nominal deposit from my personal crypro wallet for confirmation purposes) on their platform.

I am so grateful for everything both Casino Guru and CoinPoker have done so far to help resolve this matter amicably.

CoinPoker Casino Representative Mike wrote: I would like to point out that the support service assists the player in resolving the situation and responds to his messages without delay.

CoinPoker support is not responding to my email inquiries again. Another 45-day wait?

Strictly speaking, "without delay" means on the same day, or where that is not reasonably applicable, on the next business day.

Solving the problem takes time. As far as I understand (I am not a member of the support staff, I represent the affiliate department) you did not agree with the proposed option and requested activation of your game account. Such a decision cannot be made in one minute, there are consultations going.

You can be sure that your messages are received and processed. 

P.S. I ask to close this case if the claim to CoinPoker is exhausted. We meet the player in solving his problem, but we do not find understanding from his side.

Mike, I was simply trying to return the favor by generating rake on CoinPoker, and I am beyond devastated to learn that you and the support staff of CoinPoker did not get a subtlety of my previous inquries.

P.S. Valentina (CoinPoker support representative) just got back to me with an answer to the inquiry. Below is the verbatim transcription of her email message.

Hello,

Thanks for your emails.

Unfortunately, we cannot reinstate your account as you previously requested its closure and we have to honour your previous decision.

We can proceed with the refund you are claiming, please provide us with your private wallet address and we will send you the money without any need to verify the wallet first.

We look forward to receiving your wallet address.

Regards,

Valentina

CoinPoker Support Representative

Peter, I hope you are enjoying the conference. I will talk to you next week.

Money received at around 07:40 UTC today.

I would like to express my heartfelt gratitude to the Casino Guru staff, especially to Kristina Stark and Peter Matúška, for bringing this matter to a resolution. Without your relentless support, I would undoubtedly have been in a lot nastier situation. You are absolutely one of the most excellent mediators I have ever worked with.

And please let me apologize to CoinPoker and its affiliate members for any inconvenience/nuisance this has caused.

Hi all,

Thank you for your replies.

Dear GuruMay23,

After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, GuruMay23, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate 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,

Peter