The player from the Czech Republic had made a cryptocurrency deposit, but the deposit window expired before the transaction completed, resulting in the transaction being marked as "canceled," and no funds were credited to his casino balance. The issue was resolved after the player confirmed the situation, and the complaint was marked as resolved in the system. The Complaints Team expressed appreciation for the player's cooperation and encouraged future contact for any additional issues.
BetCollect Casino - Player's deposit has been canceled.
Resolved
Our verdict
Case closed
Amount: Ł1
BetCollect Casino
Safety Index:Fresh casinoCase summary
Discussion
Public
Public
7 months ago
I created an account and made a deposit via cryptocurrency. I selected the amount and the cryptocurrency. A 15-minute timer appeared, so I copied the address and sent the exact amount. The transaction was completed from my crypto exchange after about 20 minutes. However, after 15 minutes, the deposit window expired. I sent the cryptocurrency, but there was no money in my balance, and my transaction history shows the transaction "canceled".
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7 months ago
Dear player,
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.
Did you receive any confirmation or error messages from the casino after the deposit attempt?
Just to clarify — does your crypto wallet or exchange show that the transaction was completed successfully, while the casino account shows the same transaction as canceled?
Could you please share your communication with the casino regarding the crypto deposit? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Dominika
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Public
Public
7 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear player,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Dominika
