The player from Germany faced an issue with a withdrawal that was sent to an incorrect crypto address, despite having verified and entered her correct address multiple times. The payout had been delayed for about six months, and the casino had not acknowledged the mistake. The Complaints Team noted that this complaint was a duplicate of a previously closed case due to the casino ceasing cooperation. Consequently, the complaint was closed, and the player was informed that the issue might be reopened if the casino resumed efforts to resolve it.
Cusco Casino - Player’s withdrawal sent to wrong address.
Closed
Our verdict
Other
Amount: €2,000
Cusco Casino
Safety Index:LowCase summary
Discussion
Public
Public
4 months ago
Translation
The withdrawal was sent to an incorrect crypto address that was completely unknown to me. I verified my crypto address several times and entered it correctly during withdrawal. Nevertheless, the money was sent to a completely different address.
Automatic translation:
Public
Public
4 months ago
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Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Cusco Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Has the casino acknowledged making a mistake when processing a payment?
- Could you please specify when the incident happened?
- Have you made previous payouts from the casino using your intended crypto wallet?
- Did you achieve your current balance with the help of a bonus?
- Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at [email protected], 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
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 makes such a request, do not share any information.
We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
Public
Public
4 months ago
Translation
Hello,
No, unfortunately the casino hasn't commented on this. So, I've been waiting for this payout for about six months. About a month ago, the payout was processed, but it wasn't sent to my crypto address, but to another one.
No, no previous payouts.
No, I played without a bonus. I'll forward the emails.
Automatic translation:
Public
Public
4 months ago
Thanks for your reply and the information provided via email.
I apologize; however, this seems to be a duplicate of a complaint already published and closed due to the fact that the casino stopped cooperating. I apologize for the fact that we couldn't help you and for the inconvenience caused. If the casino decides to resume its efforts to resolve the issue, the original complaint will be reopened. Since the penalty for the casino is already active, this complaint will be closed.
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 issues with any online casino in the future.
