The player from France encountered issues depositing money into her casino account. Although the Bitcoin deposit was confirmed on the network, it had not been credited to her balance, and support claimed everything was 'in order' without providing a resolution. Additionally, she had an email address error that prevented her from receiving communications, but she remained the account owner and requested assistance to either credit her deposit or refund it. The issue remained unresolved due to her lack of response to the Complaints Team's inquiries, which led to the closure of the complaint, while the option to reopen it in the future was available.
Bets.io Casino - Player's deposit has not been credited.
Closed
Our verdict
Player stopped responding
Amount: 0.15 mBTC
Bets.io Casino
Safety Index:LowCase summary
Discussion
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1 month ago
Translation
02b4e8ba01efd7bcec3886df641b04cd76fd9728fcc644e053958345c5583089
– a screenshot of the submitted submission
– Bitcoin network confirmation
The deposit was received at their wallet address, but the casino did not add it to my balance.
Then, support closed the case, saying everything was "in order," even though I never received the money. Since then, they haven't responded clearly, and the situation is at a standstill.
⚠️ Important clarification regarding my account:
I made a mistake in my email address when I registered.
I wrote [email protected] instead of [email protected] .
Because of this error, I am not receiving emails from the casino, but I remain the account owner and can log in normally.
All the transactions shown in the history are indeed from me.
I am therefore asking for your help despite this error, because the main problem is the uncredited Bitcoin deposit.
I simply want my deposit added to my account, or to be refunded.
Thank you for helping me solve this problem, as the casino support refuses to acknowledge the error despite the blockchain evidence.
Thank you so much.
Automatic translation:
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1 month ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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1 month ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. I have checked the Terms and Conditions of this casino, and this is what I found regarding the deposits:
4. Please note that the minimum amount of deposit and minimum amount of replenishment of the gaming account per transaction is BTC 0.00025 - DOGE 10 - ETH 0.005 - LTC 0.01 - USDT 5 - XRP 5 - TRX 10 - ADA 10 - BNB 0.01 - USDC 5 - BCH 0.01 - 0.05 SOL. The maximum amount of deposit depends on the KYC Policy of the Casino and payment method you decide to use and will appear when choosing the payment method. Deposits below the minimum amount may be lost.
The same warning can also be seen directly under the deposit address.
To clarify your situation, could you please answer the following questions:
- Have you made any successful Bitcoin deposits into this casino before?
- Have you received any suggestions from the casino’s customer support regarding your deposit, or any guidance on ways it could be credited to your account?
Your answers will help us better understand the situation and proceed with your complaint.
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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3 weeks ago
Dear Kratos91,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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3 weeks ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Veronika
Casino.Guru
