DaVincis Gold Casino - Player's deposit is missing.

Won't let me file this at all

GUESS no help on my missing money.my dep never showed and it's not in my account anymore.

Dear cobra562,

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

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

• Please, could you clarify if you have tried contacting your payment provider regarding this issue?
• Was it your first deposit in this casino?
• Could you please forward the payment receipt and any relevant communication to tomas@casino.guru?

I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Tomas

Yep coinbase says it was sent.site says they didn't get it.Not sure who to beleave.Im just out money and wasn't even kissed first

Coinbase closed my claim saying funds where sent.What a joke and both are liers in my books.

Could you please send any relevant proof the transaction was made? My email is tomas@casino.guru

Sent info to your email.No one can find it.

Thanks for your email.

Any communication from the casino and coinbase regarding the issue will be very helpful. Please send it to my email at tomas@casino.guru

Nope,coinbase says it was sent.Casino said they never got it.Case was closed with no idea where My funds are at

Thank you very much, cobra562, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.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.  

Hi cobra562,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite DaVincis Gold Casino to the conversation to participate in the resolution of this complaint.

Hi everyone,

We hope this finds you well.

Looking into the account, we can indeed see that a successful deposit took place on August 26th. The funds were credited to the customer's account together with a bonus and were played.

Attached is a screenshot of the account.

Wishing you a great day,

DaVinci's Gold Support

Well now they.lie.They never got it.I don't know how they can say I played it.Must be the 2nd dep I made that went through.My 1rst dep never showed.So stop lieing.See picture???it was on the 18th that never showed.That one your showing is the 2nd dep I made that went through 1 week after the 18th

Hi all,

Thank you for your replies.

Dear DaVincis Gold Casino team,

The missing deposit is from 18.8.2024. Could you please double-check this information?

Dear cobra562,

Please paste the transaction hash here so that it's easier to find.

Hi,

If we are referring to the 30$ BTC deposit attempt made on the 18th, then according to our records, the customer sent the funds to a different wallet, completely unrelated to us.

Each time the customer wants to make a Bitcoin deposit, an address is generated by our system for the customer to send the funds to it. Once the system detects the correct amount arrived in the wallet, it credits the customer. In this case, the deposit attempt simply timed out after no funds were received to the generated address.

In the following screenshot from our back office, you will be able to see the address that was generated for the customer's transaction to take place.

Thank you and have a good day.

DaVinci's Gold Support

Thank you DaVincis Gold Casino team for the evidence. What happens if someone sends funds to an expired (timed-out) address? Will the transaction fail?

Well, if the transactions did time out after a while and the customer would have sent the funds a bit after, we of course would check the address and credit the funds if needed. However, this is not the case we are talking about. According to the live chat history, it seems like the customer sent the funds to an unrelated address that was never generated by us.

We are sorry to hear about this experience but we truly make it extra easy and comfortable for customers to deposit with Bitcoin. All they are required to do is copy and paste the generated address and send the amount they chose when creating a transaction to send. Even if, let's say, the customer got confused and sent the funds to a previously generated address that belongs to us, we would then understand and credit it anyway but again, this is not the case.

DaVinci's Gold Support

I used my phone and it scanned the bitcoin address.All I know is coinbase closed my case saying the funds where sent.So between both of them,this tells me bitcoin is not the safest and fastest way to send money.When it gets lost your screwed like me.

Thank you DaVincis Gold Casino team for the explanation.

Dear cobra562,

If you didn't send the funds to any of the generated addresses by the casino, I'm afraid we won't be able to help you, the funds are most likely lost. Sending money using crypto may be a bit confusing the first time, however, the process in the casino seems to be pretty straightforward. Unfortunately, we have no other option but to reject your complaint. We can only recommend you be very careful when copying crypto wallet addresses and always doublecheck each step in the future. I wish I could be of more help.

Best regards,

Peter