The player from Germany encountered an issue with a deposit made via coins.game on December 2nd, which had not been credited due to a system error, despite the funds arriving in his player wallet. He had reached out to support for help but had not received any assistance. The Complaints Team advised him to contact his payment provider for further investigation, which was a complicated process that could take about a month. Ultimately, the player confirmed that he had received the money, leading to the complaint being marked as resolved.
Coins.Game Casino - Player's deposit is delayed.
Amount: €400
Coins.Game Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 weeks ago
Public
Public
2 weeks ago
Hello,
I deposited money via coins.game on 2 DECEMBER. However, this was not credited due to an error in the coins.game payment system. The money has arrived on my player wallet.
I tried to contact support but they could not help me.
What happened?
On December 2nd I clicked on deposit on coins.game and then on buy crypto.
I selected banxa via the changelly gateway of coins.game and paid with my credit card.
Banxa received the money and the coins were sent to my game address (0xeC86DFA911E4FFA98bCC3A3F3F4F1b8d8B5f19C0) . Changelly automatically fills in my game ETH address. I have no possibility to change this.
https://etherscan.io/address/0xec86dfa911e4ffa98bcc3a3f3f4f1b8d8b5f19c0
But now Changelly (banxa) has sent the money to the wallet address but their new method (https://banxa.com/batch-ether-and-erc-20-transfer-method/)
Now they send multiple transactions in one and probably save fees.
The money has arrived on my player wallet address and has been there since December 2nd. But it does not happen. Enclosed I send you proof screenshots.
If you want to embarrass yourself with your own money, you've come to the right place.
Public
Public
2 weeks ago
Dear Oezkan,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate, but bear in mind, that it’s a complicated process that takes approximately one month. In these cases, the casino usually has its hands tied.
I’m sorry that we couldn’t be of much help at this time. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding.
Best regards,
Veronika
Public
Public
2 weeks ago
Dear Oezkan,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly 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, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Veronika Fritz
Casino.Guru
