Crypto-Games.io Casino - Player’s withdrawal is delayed over claimed incorrect address.

I applied for a withdrawal of $822 on January 27th. However, the money has not been withdrawn yet. To date, I have contacted them 5 times via support chat and support email, but have received no response. I also told them that if I don't get any response with in a few days, I will submit a complaint to Casino Guru.

***** replied that the withdrawal was invalid since I provided a wrong cryptocurrency address, however, the address must be true. I have used the same address for twi times when I made withdrawals from *****.

I really appreciate if Casino Guru can help the issue and move it forward. I am also able to submit any documents or screenshots related to the withdrawal issue.

Dear ktakayuki778,

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

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

• Have you made sure the address is part of the network the casino requires?
• Have you used the same address for deposits before?
• Have you used this address successfully for withdrawals of funds in this particular casino?
• Please send me the correspondence you received from the casino. Send it to my email at tomas@casino.guru

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,

Tomas

下記内容で返信しようと思います。可能であれば、チェックお願いします。

Thank you for your reply.

・Have you made sure the address is part of the network the casino requires?

Yes.

 I always check the address.

・Have you used the same address for deposits before?

Yes.

 I have sent money to this address over 100 times in the past. 

・Have you used this address successfully for withdrawals of funds in this particular casino?

Yes.

I made two withdrawals to the same address from this casino and they have already arrived.

・Please send me the correspondence you received from the casino. Send it to my email at tomas@casino.guru

I forwarded the email.

Was the withdrawal request rejected and has the money returned to your casino balance?

Could you please share a screenshot of the transaction as it appears in the transaction history in your casino account?

Share it here or send the information to my email at tomas@casino.guru

・Was the withdrawal request rejected and has the money returned to your casino balance?

No. My cashier has not received any money back. Please see the screenshot I sent you. My money is 0.

・Could you please share a screenshot of the transaction as it appears in the transaction history in your casino account?

I send a screenshot of the transaction by email.

Thanks for your emails.

Is there a record of which address you used for deposit and withdrawal directly in the casino account environment?

Does the address agree with the address you intended to use?

Did the casino specify which address was used for the payout?

・Is there a record of which address you used for deposit and withdrawal directly in the casino account environment?

No.

There are two withdrawal transactions that were successfully transferred from the casino. I will email you the screenshot.

・Does the address agree with the address you intended to use?

Yes.

I will email you the screenshot.

・Did the casino specify which address was used for the payout?

No.

I do not know the sender address for withdrawals from the casino.

Thank you very much, ktakayuki778, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@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.  

Hello ktakayuki778,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Crypto-Games.io Casino representative to join this conversation and participate in resolving this complaint.

Dear Crypto-Games.io Casino,

Could you state why the player's withdrawal has not yet been paid out and when he can expect the payment?

Thank you in advance for providing the information.

Hello,

A user mistakenly sent Ethereum to a Tron address during a withdrawal, leading to a loss of funds. We apologize for the mishap, but unfortunately, we're unable to rectify this situation.

Thank you.

Hello ktakayuki778,

Could you provide us with the crypto address you have used to withdraw your funds?

I'll be awaiting your reply.

Hello,Stephan.

I am of course happy to provide that. Please tell me your email address. I will send you the address by email.

Hello ktakayuki778,

You can also paste it here if you want to, I will set it as private. You can also send it to my email address stefan.m@casino.guru.

I am looking forward to your response.

Hello Stefan.

I have sent the address to your email. This is the address I always use.

Hello ktakayuki778,

Thank you for your response and the information provided. As you might know, there is a difference between ERC-20 and TRC-20 tokens. ERC-20 tokens cannot be sent to the TRC-20 address and vice versa. For future cases, distinguish the TRC-20 address from the ERC-20 by the TRC-20 address starting with "T" and the ERC-20 address starting with "0x". I am afraid there is nothing that can be done from the casino's side as the mistake was made from your side.

Due to the aforementioned reasons, this complaint will now be rejected. 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 any issues with this or any other casino in the future.

Kind regards,

Stefan, Casino.Guru