Digits7 Casino - Player's deposit has not been credited.

I was attempting to use a promotion that required a $30 AUD deposit which at the time equated to just under $20 USD so since the casino uses AUD I chose a $30 deposit amount using Eth and I copied the address that was provided. I processed to my coinbase account and sent the Eth amount within the 15 minute time limit. After waiting for the transaction to be successful, I went to back to their site but I hadn't been credited for the deposit and after contacting customer service through chat I was told that if it didn't show up after an hour then contact them so that it can be taken care of. After 90 minutes I still hadn't been credited for the deposit so I started a new chat and the person was taking so long to respond that the chat was closed due to inactivity. I started a new chat and let the person know that I had been disconnected they told me they would look into it. They took a couple of minutes then told me that there wasn't a deposit made, at this point I pasted the wallet address I was given. While waiting for a response I jumped over and got screenshots of the transaction from both my coinbase account and eth scan then attached them to the chat. At this point I was told that I had to contact their document department via email and was told that's all the CS rep could do for me. After sending a email off to the document department that included an explanation along with the screenshots I waited for a response. The response I received just told me that there was an error and my account wouldn't be credited. I responded and conveyed my confusion about why despite me using the address provided by them how the error is considered my responsibility asking them to contact me and try at very least to find out how the error happened but have yet to receive a response.

Dear downhilltech,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Firstly, I would strongly recommend not to deposit any more funds until the issue is sorted. 

• Could you please advise if it was your first deposit in this casino?
• Where did you find the wallet address? Was it provided to you via casino support?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. 

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Kristina

Dear downhilltech,

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.

I do apologize but I did reply via email but please let me know if I need to resend the requested information.

Thank you very much, downhilltech, for your cooperation. I will now transfer your complaint to my colleague Jozef (jozef.k@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 downhilltech,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Thank you Jozef I appreciate the update and please let me know if you need anything else from me.

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.

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’. The casino can reopen this complaint anytime.

Dear downhilltech,

I apologize for the inconvenience, but we are unable to continue with the investigation as the casino team has not responded. Please note that this complaint will have an impact on their safety index on our website.  Regrettably, the casino is not licensed and has a low safety index on our site. I strongly advise you to choose a licensed brand with a high safety index on our site in the future. This will help you avoid similar problems, and in the event of any issues, the chances of a successful resolution will be much higher.

If you have any questions or need further assistance, please let me know.

Best regards, Jozef

jozef.k@casino.guru