The player from Japan submitted a withdrawal request using XRP, but the funds were returned to the casino due to an omitted tag. After providing the return TXID and contacting the casino via email, the player did not receive any response. Despite repeated attempts to contact the casino, no cooperation was achieved, leading to the complaint being marked as 'unresolved'. The Complaints Team suggested that the player reach out to the Comoros Gaming Authority for further assistance. The complaint was later reopened at the casino's request, and it was confirmed that the player had received their withdrawal of 60,000 JPY. The issue was identified as a problem with the crypto provider, which had temporarily placed the funds in limbo. The matter was resolved, and the complaint was marked as 'resolved'.
Wasino Casino - Player's withdrawal request is delayed.
Case closed
Amount: ¥60,000
Wasino Casino
Safety Index:LowCase summary
Translation
I submitted a withdrawal request using XRP and thought the withdrawal was successful. However, I did not enter the tag during the request, so the funds were sent to my exchange account but then returned to the casino from the exchange. I sent the return TXID to the casino and contacted them via email, but I have not received a response yet.
Dear komonga,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
Have you made any successful withdrawals before?
Do I understand correctly that your withdrawal was returned to the casino?
Did you accidentally request a withdrawal to the wrong payment method?
Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Dominika
TranslationThis is my first withdrawal
Yes, the money was returned to the casino.
The address was correct, but I didn't enter a tag/note, so the money was returned without being credited to my account.
Dear komonga, have you received any response from the casino?
Has the casino confirmed the return of the money to their address?
TranslationHello
I sent an email asking them to check if the refund was made, but I haven't received a reply.
Thank you very much, komonga, for providing the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@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 komonga,
My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in.
I will now contact Wasino Casino outside this complaint thread and let you know any new information once I receive it.
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Comoros Gaming Authority (https://anjouangaming.com/dispute-terms-conditions/) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (katarina.d@casino.guru). I am sorry I could not be of more help on this occasion.
Best regards,
Katarina Duboak
We’ve reopened this complaint at the request of Wasino Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.
Dear komonga,
we have received a message from Wasino casino stating that you have received your funds. Would you be able to confirm these statements, please?
WE confirm that the user has now received their withdrawal of 60,000 JPY. The issue was identified as a problem with the crypto provider, which had temporarily placed the funds in limbo.
The matter has been resolved, and the user’s funds are now successfully delivered. Please let us know if further details or assistance are required.
Wasino Team
TranslationThank you for your help
The 60,000 yen I complained about was successfully deposited into my account.
Problem solved.
Dear komonga,
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,
Katarina
Casino.Guru
