The player from Japan had deposited with ETH but was informed that the payment was unsuccessful. Despite providing proof of the transaction, the casino claimed it could not refund him due to the failed payment. The Complaints Team had attempted to assist by requesting further details and extending the response time. However, the complaint was closed due to a lack of response from the player, which prevented further investigation. The player had the option to reopen the complaint in the future if desired.
WinTokens Casino - Player faces unresolved deposit issue.
Closed
Our verdict
Player stopped responding
Amount: ¥100,000
WinTokens Casino
Safety Index:Above averageCase summary
Discussion
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1 month ago
Translation
I deposited with ETH
They said the payment was unsuccessful and gave me no refund or guarantee.
This has been sent and the transaction has been submitted.
However, they said they couldn't refund me because the payment failed.
Automatic translation:
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1 month ago
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 does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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1 month ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with WinTokens Casino. Please allow me to ask you a few questions so I can better understand the situation.
- Was it your first deposit in this casino?
- Please could you forward the payment confirmation and any relevant communication between you and the casino regarding the issue to [email protected]?
I hope we will be able to help you resolve this issue as soon as possible. Looking forward to hearing from you.
Best regards,
Tomas
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1 month ago
Dear KAMIKAZE009,
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.
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3 weeks ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Tomas
Casino.Guru
