Nana Casino - Player's deposit has not been credited.

I made a deposit of 119.54 USDT on August 21, 2026, but the funds have not been credited to my player account at Nana Casino.

Here are the key details of the transaction:

Date of transaction: August 21, 2026

Deposit Method: USDT

Transaction Hash:

0x9c27086456b09997826a605dcb59a4d4b3e8d1b96c855b2340604d59b611ab49

Destination Address provided by casino / used:

0x18587966265E5193098eBd644A032807C6B603F2

https://www.blockchain.com/explorer/addresses/eth/0x18587966265E5193098eBd644A032807C6B603F2

Right after the transaction was successfully processed on-chain, I contacted the live chat support because the balance was missing.

Over the following days (August 22, August 25, August 27, August 31 and today Sept. 02), I reached out to support multiple times (speaking with agents Nora, Jinx, Kim, and Glow). Every time, I was told the case was "escalated to the relevant team," but no actual solution, update, or refund has been provided.

Support agents claimed the system doesn't show the deposit or that regional wallets caused an issue, despite me providing complete transaction details, the correct hash, and screenshots proving the successful transfer.

I have given the casino ample time to resolve this internally, but nothing has changed. I request assistance in getting my deposited funds refunded.

I demand an immediate refund, as—following this improper deposit and given that it is impossible to play any games on the site except for the casino’s own games—I am no longer willing to risk my money at this casino.

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Hello,

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

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

• Have you used this payment method in this or another casino in the past successfully?
• Could you please share with me your most recent communication with the casino regarding 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

Dear R0UNDER,

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.

Hello Tomas,

Thank you for your support. I want to give you a quick update. After the complaint was published, I decided to open the live chat one last time to ask for the current status.

This time, instead of an AI bot, a real human agent actually replied. They informed me that a technical issue caused the delay. Right after that, my account was finally credited with exactly 100€ in fiat currency.

The matter is now fully resolved, and you can close this complaint. Thank you very much to the Casino Guru team for providing this platform and your assistance.

Best regards,

Marius (Rounder)

Dear R0UNDER,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Tomas

Casino.Guru