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Complaint Regarding Uncredited 80 USDT Deposit to Bets.io

I am seeking assistance from Casino Guru regarding an unresolved deposit issue with Bets.io involving an 80 USDT deposit made through the TON network.

I made the deposit using the information provided directly on Bets.io's deposit page. The page instructed me to send USDT over the TON network to the displayed deposit address. However, the deposit page did not display any tag, memo, destination tag, comment, or other additional identifier that I was required to include with the transaction.

I have screenshots of the deposit page showing exactly what was presented to me. The screenshots clearly show the TON deposit address and the instructions for sending USDT, but there is no memo/tag provided anywhere on the page.

After the transaction, Bets.io informed me that the deposit could not be credited because it did not contain a required tag/memo. They have also indicated that the amount may be too small to recover. I have now been waiting for approximately three days.

My concern is simple: How can a customer be expected to provide a required memo or tag when the deposit interface does not provide one or tell the customer that one is required?

I followed the deposit instructions that were presented to me. I did not intentionally omit any information. If Bets.io's system requires an additional identifier for deposits on TON, that requirement should be clearly displayed to customers before they make the deposit.

I also do not believe that the fact that the deposit is "only" 80 USDT should mean that I simply have to accept the loss. 80 USDT may be a small amount from the company's perspective, but it is hard-earned money for me. I made the deposit in good faith and followed the instructions provided by the website.

I would therefore like Casino Guru to review this matter and, if possible, contact Bets.io regarding the following:

1. Why was a memo/tag allegedly required if none was displayed on the deposit page?

2. Was the same deposit interface being shown to other Bets.io customers?

3. Why were customers not clearly informed that a memo/tag was required?

4. Can Bets.io manually identify and credit my blockchain transaction?

5. If Bets.io genuinely cannot recover the funds, why should the customer bear the entire loss when the relevant deposit instructions did not provide the allegedly required information?

I am not asking for special treatment. I am asking for a fair resolution based on the instructions that were actually presented to me at the time of the deposit.

I can provide screenshots of the Bets.io deposit page, the transaction hash, and any other evidence necessary to verify the situation.

I sincerely hope Casino Guru can help bring this matter to Bets.io's attention and encourage them to take responsibility for the missing deposit information rather than simply treating this as a customer error.

Thank you for taking the time to review my complaint.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the difficulties you're experiencing. To better understand the situation and determine how we may be able to assist you, I would like to ask you a few questions.

• Have you made any deposits into this casino before, or was this your first deposit?
• Did you notice that the tag, memo, destination tag, comment, or other required identifier was missing before making the deposit?
• Did you contact the casino's customer support before making the deposit to ask about the missing information?
• Could you please forward me the communication between you and the casino's customer support regarding the issue with your deposit? My email address is veronika.f@casino.guru.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your cooperation and reply.

Best regards,

Veronika

Dear Fritzie,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Veronika
Casino.Guru