Betfine24 Casino - Player's deposit issue remains unresolved.

On 28th of June by 7:13 am Nigeria time I deposited 29.7$ usdt on my betfine24 account. Before then I was having 2.49$ as a balance in my account. I waited for some times for the deposit to be reflected and it never. I contacted the their support and told them the issue I am having. They told me to send d proof of my deposit which I did. They told me that the deposit will be credited soon to my account. After 2 hours I login to the account again only to see that my remaining balance of 2.49$ has been wipe out. I reached them again on via support chat , they still assured me that my deposit will be credited. I have contacted them several times they don't respond again.

Please help me to look into this matter. Thanks

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Betfine24 Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Is the transaction recorded under any status in the casino's records?
• Would you be able to share screenshots of your most recent deposits in the casino?
• Is your player's account verified and accessible to you?
• Have you made any previous deposits and payouts?
• Could you please share with me your communication with the casino when you contacted them about the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

The transaction never reflected,

I can share the screenshot of my recent deposit

My account is verified and accessible

I have not made any payout before

I will share the screenshot to the email provided above.

You never make mention of 2.49$ balance that was wiped out from my account.

Thanks

I am still waiting to get reply from you

Thanks for your patience.

I went over the details of the case.

Do you have access to your deposit history found in your player's profile on the casino's website?

Could you please share a screenshot of the status of your deposit? Send the information to my email at tomas@casino.guru

Have you made similar deposits in the casino in the past? Were they processed correctly to your player's balance?

Please let me know

I have deposit history on my casino account.

Yes, I have made two different deposit in the past that was processed correctly by the casino.

Still waiting to have your feedback

Thanks for your reply.

I went over the information you provided.

Please note that there is no screenshot of a deposit on June 28th that we can associate with the casino based on the available information. Could you please share any evidence that the recipient of the transaction you made on June 28th is a wallet of the casino?

I apologize for the inconvenience.

Alright I have gotten your point. I am sending all the details right now. Both d wallet address from the casino, the screenshot of deposit page of the casino and screenshot of transaction made to the provide wallet of the casino. All will be available to the above email  tomas@casino.guru

Thanks for your assistance

All information has been provided now

Dear Onyeze2030,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Stefan (stefan.m@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Thank you so much. I am patiently waiting

Dear Onyeze2030,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Betfine24 Casino to join this conversation and assist in addressing the complaint.

Dear Betfine24 Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

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.

Dear Onyeze2030,

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 Anjouan Gaming Authority (you can find an option to file a complaint in a validator at the bottom of the casino's website) 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 (stefan.m@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Stefan

Casino.Guru