Coins.Game Casino - Player’s deposit is not credited.

i deposited XRP to account rPNe7ShTn5h5Rgu9RXYvoYfVxBkqyADP9X and its my 2ed deposit and the casino says they never got my funds but i have recites saying that it was delivered. they do not have the account set up to reject a deposit with out a tag and expect me to believe they dont have my money. they do have my money and i have proof they just refuse to to add it to my account. and i spend 1000 a week there. and they want to steal my money and lie to me.

Dear 2joe4541,

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 that takes approximately one month. In these cases, the casino has its hands tied. Meanwhile, I would strongly recommend not to deposit 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 were provided a unique one when opening the account?
• Could you please forward a full Transaction hash and the name of the Network?

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Petronela

DF96535F82A10D43298A27D74592EF2F16CBDCD845F79C475BF08CF91DB48002

And I'm not sure but I know a lot of others are having same issues.

Thank you very much, 2joe4541, 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.  

Hi 2joe4541,

I have reviewed your case and understand the situation. Allow me to reach out to the casino and make every effort to assist you. I would like to invite Coins.Game Casino to join the conversation and contribute to the resolution of this complaint.

Ok. Sounds great. Maybe they will work with you a little more than they have with me. All I have gotten was a O-Well attitude with ZERO help.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi 2joe4541,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Gaming Curacao Authority (https://casino.guru/licensing-authorities/curacao-license-4) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.m@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter

We’ve reopened this complaint at the request of Coins.Game Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

We received the following message from the casino:

"The player was not credited with a deposit because he did not indicate the destination tag when making the payment, which is a mandatory condition. When committing the first, he indicated and the funds were credited to him, but in the second he did not indicate."

Dear Coins.Game Casino team,

Is it possible to send the transaction with the missing tag back to the player?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint once more as ‘unresolved’ which may negatively affect its rating.

Hello.

Unfortunately, it is impossible to send the transaction back, since we did not receive the funds.

Thank you Coins.Game Casino team for your response.

Dear 2joe4541,

The whole situation got a bit complicated. If the funds got stuck with the payment provider who can't identify the recipient, and they weren't received by the casino, it's understandable that it doesn't want to refund you. From our experience, if the destination tag is missing, it's very hard to get the funds back. I'm afraid I won't be able to help you with this one.

well they could tell me the wallet provider so i could contact them and try to get it back. and this is the first time they said they did not have it. the owner of the wallet is not listed in the info. from my understanding you see the pics i provided and the pin is not visible and there are no warnings about the pin. so if the wallet is not listed and is a private wallet then that would mean that their organization did recieve my money and the pin or tag is just for my account. they do not have a block on the wallet to reject funds without a tag. because its available and if the wallet is ran by a platform like coinbase, then it would be listed as the owner. its just a scam to get peoples hard earned money

Dear 2joe4541,

I'm not sure if you will succeed in getting a refund from the payment provider but you can try.

Dear Coins.Game Casino team,

What is your payment provider? Is it Moonpay?

Well Believe it or not I have been in contact with a VIP host there who went beyond and above to help get this resolved. I have still been playing there since then some because it's a great casino platform. She was able to contact the wallet provider of the XRP and get my funds replaced. Guess I just was talking to the wrong support. I will definitely be doing business with coins games as I know I don't have to worry about my funds anymore. I can be a butthead sometimes and sure my attitude had a lot to play in this situation.. thanks games coins.

Please remove 3 comments before my last one. And this one. Thank you. As they don't pertain to this case

Hello.

We checked all the information and contacted the player to resolve the problem.

The problem was solved.

Dear 2joe4541,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Peter