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I made a withdrawal request on the 29th May 2023, the withdrawal was for £2000 to be paid to my bitcoin wallet and I provided them with the address after selecting bitcoin from there withdrawal page.

I then noticed on the 31st May they changed my withdrawal from processing to successful however it then appeared as bitcoin cash which is a totally different network and would need me to provide a new wallet address in order to receive the funds.

I made 2 further cash outs after this and I did select bitcoin cash for them, just in case they ended up going down the same route if i selected Bitcoin. I withdraw £500 and £1500 and they were successful and received.

When contacting the casino to dispute the missing £2000 they said it had been sent and provided me with the wallet address and the TXID payment reference, when checking I noticed the payment reference was for the £1500 withdrawal and not the £2000. When I approached them about this, they asked told me via email (I still have all the emails) the payment was sent.

No one will answer my question as to why my withdrawal request on the system of £2000 on the 29th May via bitcoin had disappeared and reappeared as bitcoin cash on the 31st May?

I have provided them with screenshots of the transactions I received to my wallet which confirm the payment details and the £2000 is clearly missing and its all because the casino have changed the withdrawal method and not used the correct details.

I am at my wits end trying to sort this with people who just do not listen.

Please see the emails attached and the screenshots from my wallet.

Regards

Graham L***

Dear Buckslad28,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear Buckslad28,

Have you received your withdrawal from the casino yet?

Good afternoon,

No I have not received the money as of yet, the casino just keep claiming they have sent it. But they haven't, they won't even confirm the address they sent it too, i suspect they changed it from bitcoin to bitcoin cash by mistake and wont budge. Every time I show them proof they just won't budge.

Regards

Graham

Thank you for your reply, Buckslad28. Have you made any successful withdrawals before? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. 

Good afternoon,

Yes I have made 2 successful withdrawals in the past from the casino. I will send over to the email address you provided the email communications between myself and Rolletto.

Thank you very much, Buckslad28, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@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 there,

Thank you Buckslad28 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Rolletto Casino for their help in resolving this complaint. We would like to know what happened to the first payment.

Thank you!

Hello Casino.guru team and esteemed Buckslad28,

We deeply regret any inconvenience that may have been caused and would like to convey our sincerest apologies. We want to inform you that we have already taken the appropriate measures to tackle and resolve the current issue. Be assured that we are committed to providing you with timely updates as soon as they are available.

We genuinely value your understanding and patience throughout this entire process.

Best regards,

Rolletto team

Dear Casino Guru team and esteemed Buckslad28,

We would like to take this opportunity to inform you about our withdrawal process on our platform. When a user requests the withdrawal, they have the liberty to select their preferred withdrawal method and specify the corresponding address for the funds to be transferred. It is important to note that once this selection is made, we are unable to modify the chosen method or address.

Regrettably, in this particular case, the user inadvertently selected a payment method and specified an inappropriate address for this method. Consequently, although the funds were sent from our platform, they unfortunately did not reach the intended recipient.

We have conducted an investigation with the payment provider, and their response is as follows:

"Since the destination address does not belong to our platform, the customer needs to contact the platform that owns the destination address. They are the ones who can recover the funds from the blockchain. Please note that the two networks are not the same, so the possibility of recovering the funds is slim. It depends on whether that platform can recover it."

Considering the sensitivity of this matter and the user's personal involvement, we are prepared to offer the Casino Guru team and Buckslad28 evidence substantiating our successful transfer of the funds, upon request.

Kind regards

Rolletto team

Good afternoon,

Please provide me the full wallet address you sent the money (£2000) too along with the TXID address, can you explain why it was changed to bitcoin cash? When I asked for bitcoin, the request was made on the 29th of May however you changed it to the 31st and removed the 29th from my transaction history. So now I have no proof the transaction was originally made on your site. So you have effectively covered your tracks after the event.

So basically I can do nothing now.

Customer service at it worst especially when I know what I requested.

Very disappointed.

Hello Casino.guru team and esteemed Buckslad28,

We would like to kindly inform you that we have already sent you the relevant data regarding this case. 

We have taken the time to thoroughly investigate this case and have carefully analysed all the data provided. We understand the importance of your concerns.  

After careful consideration, we regret to inform you that we are unable to make any changes at this time. 

With regards

Rolletto team

Good morning,

You may now close this case as unresolved, I have been given proof from the provider that the wallet address ending in 6UA was not created until after the £2000 withdrawal was made. Therefore the information provided to me is not correct.

I have taken further advice and in order for that compliant to progress this complain needs to be closed.

I will just say for the recorded Rolletto need to train there staff better and the fact they they provide incorrect information and dodge answers even when the evidence is there.

Luckily for me when I make a withdrawal I always video it so you can clearly see the missing transactions from my history on the casino site, for example I made my withdrawal on the 29th on video as bitcoin and now it appears as 30th with bitcoin cash so obviously changed by the casino.

Thank you Casino Guru for your help with this but I have now this matter further and cannot comment further here.

Can you please provide the said video to my email address? (peter.c@casino.guru)

Thank you in advance!

It's too large to be attached by email when I provided it to Curaçao who are dealing with it i did via a Google drive link.

I understand I will leave this issue in the hands of the regulator. I will mark the complaint as "unresolved" in our system. Please let me know how the regulator has ruled this complaint through my email (peter.c@casinu.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter

We have received an email from Buckslad28 stating that with the help of the wallet provider, they were able to recover the funds. I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Best regards,

Peter