Casino Extreme - Player's deposit is missing.

I deposited w credit card last night via Moon pay. They send bitcoin to the address attached to your transaction automatically, as in you needn't supply it yourself. I go back to play free spins while I wait for moon pay to go thru. It takes six minutes according to the moonpay screen saver but I fall asleep. Today

I go back to play w my deposit but it's only a dollar in balance.... I then remember that during free chip or bonus play Many casinos will withhold your incoming deposit until you get the balance down to either $5 or a dollar.I guess in some places, So i go and cancel my coupon. But the guy in chat tells me over and over that he can't find my money or that.It never made it to the casino.And he further says that the bitcoin address wasn't even generated by them.

So i'm just at a loss here because if they lost my deposit- whether its moon pay or casino extreme, what the heck am I supposed to do lol

Completely ridiculous because oh, they also said moonpay doesn't deposit Bitcoin.It only deposits light coin.And that's funny because I have screenshots of moonpay saying that my bitcoin was sending et cetera

Thank you for your help w this

Dear Deezlips78,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Could you clarify how you made the deposit? Did you process it directly through the casino's deposit website?

Please, could you clarify if you have tried contacting your payment processor regarding this issue?

Was it your first deposit in this casino?

Please could you forward any relevant communication to dominika.l@casino.guru?

I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Dominika

Dear Deezlips78,

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.

Shoot

I'm just realizing I replied about my other case , my bad!

Same situation though i've made plenty of Deposits here over the years, as well.As withdrawals only a couple of those.

It was through their casino and it was through their moon pay option

I had stated that I thought but i'm sorry if I was unclear

And my payment processor would be PayPal.So no, it didn't occur to me to do that.A case of bitcoin that went elsewhere even though this is the site that directed me and my money, that I entrusted

I've reached out to the casino twice now over the weekend.And they're like sorry but too bad.

Reached out to moonpay and they're like reach out to the casino and by the way we don't work w casinos... lol

Dear Deezlips78, could you let me know if you have ever made a deposit via MoonPay to a Bitcoin address before this payment that wasn’t credited?

If so, was it successfully credited to your casino account at any time?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

If you have any communication with the payment provider, please share that as well.

Dear Deezlips78,

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.

Sent email

And screen shots of the first of 3 or more convos I had w casino as I only recorded that one apparently

I've never used moon pay at that casino if ever had at all.

And never had a bitcoin deposit get lost.

Ty for your help

Thank you very much, Deezlips78, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear Deezlips78,

I am so sorry to hear about your problem with the deposit. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Casino Extreme representative to join this conversation and participate in resolving this complaint.

Dear Casino Extreme,

Could you comment on the situation?

Thank you in advance for providing the information.

Much appreciated

Hi Stefan,

Hi Deezlips78,

Hope you are all well and safe,

Thank you for reaching out to us here!

Upon checking player`s account and our payment processor, we found that the player did not make any deposits in March. The last deposit we received from the player was on 11/21/2024 at 14:49:22 Casino time, and the player lost that deposit.

Before we can proceed with further investigation, we need the crypto address of the player's, missing deposit.

For the player: Could you please provide us with the crypto address of the missing deposit?

Additionally, the crypto buy card method, allows players to purchase cryptocurrencies (BTC, LTC, etc.) on third-party sites (one of them being Moonpay). Please note that this method only supports card payments (Mastercard or Visa) and does not accept PayPal.

Thank you for your understanding and cooperation!

Kind Regards

George Moore 

Casino Extreme Management

Dear Deezlips78,

Thank you for your response and the information you have provided.

Dear Casino Extreme,

The Player has provided us with their crypto address and the delivery address. Could you please have a look at it and investigate further?

I'll be awaiting your reply.

Hi Deezlips78,

Hope you are well and safe,

Thank you for sharing the crypto address of your missing deposit.

Unfortunately, the provided crypto address does not belong to the Casino. When you click on the crypto buy card method, the system automatically generates an LTC crypto address by default and directs you to purchase LTC cryptocurrency due to its lower transaction fees. However, you had the option to change the crypto address and the cryptocurrency that you wish to buy on the Moonpay site, which you did by entering a Bitcoin crypto address instead.

If you successfully purchased the desired cryptocurrency through Moonpay or any other third-party provider, you should have received an email confirmation from them with details about your transaction (as we can see on your screenshot you received that email from the Moonpay) . Please review where you triggered the Bitcoin crypto address used for the transaction, as the Bitcoin address you provided us was not issued by our system.

Thank you for your understanding and cooperation!

Kind Regards

George Moore 

Casino Extreme Management 

Pretty sure I opted for bitcoin reflexively if I saw it switch to Litecoin. I didn't- knowingly, at least-supply some alternate crypto address.... that doesn't make sense to me. My phone will supply one at times but in this case it wasn't standard procedure as id not just copied a site's deposit address then went into a banking app.

Thing is, I can't say i know about crypto addresses, but you seem to know concretely what addresses are or aren't part of your site.

And I'd considered that possibility initially and gone to each casino in my 'gambling repertoire' to check for the deposit.

I don't see how I could be able to actively insert a random BITCOIN address on the pay site your site features, offers and supports, then even watch it supposedly SEND to your casino-if, as you say, Extreme only accepts or uses bitcoin.

Was always leery of 3rd party transactions and this is no exception.

Moral of the story I guess is that I'm SOL, not that 23 bucks is a fortune, but that's obv not the issue.

And thanks, Mr Moore, for your diplomacy in this.

Hello Deezlips78,

It appears that the payment was sent to a crypto address that does not belong to the casino. I am afraid we cannot force the casino to show a gesture of goodwill and credit you the funds to your casino account. I can only recommend that you contact Moonpay and try to get some additional information about what happened.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.