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

Dear Casino Guru,

I am reaching out to you in hopes of your intervention and assistance in resolving an issue related to my deposit at Duelbits casino.

I made a deposit by sending my USDT TRC-20 to the specified TRX address of the casino, however, my deposit was not successfully credited to my gaming account. I acknowledge my mistake in sending the funds to the wrong address, but the casino representatives assured me that the issue would be resolved.

It has been over two weeks since I contacted the casino's support team, but I have yet to receive a clear response or resolution to my problem. Given this, I am turning to you for help.

I kindly request your active involvement in resolving this situation and providing me with clear timelines for the resolution of my issue. In light of the casino's failure to deliver on promises and the delay in resolution, your intervention is crucial to me.

Thank you for your attention to this matter, and I hope for a prompt and effective resolution to the problem.

Sincerely,

Ferdinand

Dear Ferdinand_banded,

Thank you very much for submitting your complaint.

I'm sorry to hear about the issue you encountered with your deposit at Duelbits Casino. Your detailed explanation helps us understand the situation better.

• If you have any documentation or screenshots of your deposit attempt it would be helpful for our investigation.
• Do I understand that you deposited your funds to the wrong address?

Your cooperation in providing these details will help us investigate and work towards a resolution. If you agree, we can also forward any relevant communication along with supporting evidence of your deposit to petronela.k@casino.guru for further review.

Thank you in advance for your reply.

Best regards,

Petronela

Hello, Petronela! I have sent you all the necessary information to your email address. Thank you!

Thank you very much, Ferdinand_banded, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello Ferdinand_banded,

I am so sorry to hear about your problem with the deposit. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Duelbits Casino representative to join this conversation and participate in resolving this complaint.

Dear Duelbits Casino,

Could you comment on this?

Thank you in advance for providing the information.

Hello, dear Casino Guru.

I'm glad to inform you that I have received my money back, and it has been reflected in my balance. Thank you very much for your help!

Dear Ferdinand,

It has come to our attention that you deposited crypto assets using an incorrect network. As stated on our deposit modal, the address provided only accepts TRX on the ERC-20 (Tron) network.

We understand that mistakes can happen, but we must emphasize the critical nature of adhering to network specifications when making deposits. Unfortunately, recovering funds sent via a different network is a complex and time-consuming process, which can lead to significant delays and potential loss of funds.

To prevent any further inconvenience and ensure the safety of your assets, please review the network specifications carefully before initiating any future transactions. Please use only the designated network for the respective cryptocurrency to avoid any loss or complications.

We have now credited the account.

We sincerely apologize for any inconvenience this may have caused and appreciate your understanding and cooperation in this matter.

Hello Ferdinand_banded,

Could you paste the address here from which you tried to make a deposit? I will keep it hidden from the public.

Thank you very much in advance for providing the information.

Dear Ferdinand_banded,

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.

Dear Ferdinand_banded,

I am sorry, I misunderstood the response from the casino.

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Stefan

Casino.Guru