Casino-X - Player's deposit has not been processed.

I received a bonus promotion from Casino X, so I made a deposit with cryptocurrency, but it didn't show up even after 24 hours. I contacted customer support, but they never contacted me again. In the end, the wallet address for the cryptocurrency I deposited had been changed without my permission the next time I logged in.

I also have a photo of the wallet address where I made the previous deposit.

I have the transaction ID as proof as well, so I would like to resolve this issue.

I hope that the casino that committed the fraud will suffer huge losses.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you’re experiencing.

If your deposit has never been credited to your casino account, the only thing I can recommend is contacting your payment provider for an investigation. Please keep in mind that this process can be complex and may take up to a month. In such cases, the casino’s ability to intervene is often limited.

I’m sorry that we can’t provide more immediate assistance at this time. However, I will leave this complaint open for a month, and I kindly ask you to keep us updated on any progress.

Thank you for your understanding.

Best regards,

Veronika

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If anything seems suspicious, please contact us directly. Stay safe.

thank you for your reply.

I had the payment provider investigate and they confirmed that the payment had gone through.

This is clearly a problem on the casino's side.

Is there any way to penalize the casino?

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear tuna1208acky22,

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,

Veronika