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Hello, a €120 credit card deposit was debited but has not been credited to my casino account.

The casino also confirmed to me that there was a technical error and said that the €120 would be refunded.

The casino also gave me an RNN number, claiming that the money had been sent.

The problem is that the casino issued a refund to my credit card, which, according to my bank, is technically impossible. Unfortunately, my credit card doesn't have the option to accept deposits.

Therefore, the refund must have arrived back at the casino.

I have tried to explain this to the casino several times over the past few days, but I haven't received a response yet.

The fact is that I never received the refund of the 120 € and the casino has ignored me since then

Hallo, 120 € Einzahlung über Kreditkarte wurde abgebucht, ist aber meinem Casino Konto nicht gutgeschrieben worden.

Das Casino bestätigte mir auch, dass es einen technischen Fehler gibt, und meinte, dass die 120 € zurück erstattet werden.

Das Casino teile mir auch eine RNN Nummer mit, mit der Behauptung, das Geld wurde geschickt.

Problem ist, dass das Casino eine Rückerstattung auf meine Kreditkarte veranlasst hat, was laut Aussage von meiner Bank technisch nicht möglich ist. Meine Kreditkarte hat die Funktion, Einzahlungen zu empfangen, leider nicht.

Somit muss die Rückerstattung wieder bei dem Casino angekommen sein.

Ich habe in den letzten Tagen schon mehrmals versucht, dies dem Casino zu erklären, bekomme aktuell aber keine Antwort mehr.

Fakt ist, dass ich die Rückerstattung der 120 € nie erhalten habe und mich das Casino seitdem ignoriert

Dear xSerious169,

Thank you very much for submitting your complaint. I’m sorry to hear about the problem with your deposit and the subsequent refund issues. To help us better understand the situation and assist you effectively, could you please provide us with the following additional details?

• What payment method did you use to make the €120 deposit?
• Have you made any successful deposits to the casino before?
• Have you used any other payment methods for deposits with this casino in the past?
• When exactly did you make the initial deposit, and when did the casino confirm the technical error?
• Could you please forward the communication between you and the casino regarding the refund of your deposit to veronika.f@casino.guru?

I hope we can help resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika

I paid by credit card.

All other deposits were successful, except this one.

As soon as I contacted the casino, they confirmed the error and promised a refund, which never arrived.

I forwarded it to you.

Ich habe per Kreditkarte eingezahlt.

Alle anderen Einzahlungen waren erfolgreich, nur diese nicht.

Das Casino hat direkt als ich es kontaktiert habe den Fehler bestätigt und eine Rückerstattung versprochen, die nie angekommen ist.

ich habe es dir weitergeleitet.

Could you also please forward me the communication you had with your bank?

Has the casino informed you about the outcome of their inquiry with your bank in the meantime?

Hello, unfortunately, I don't have anything in writing from the bank. I went there and asked, but they just told me that it's not possible to make deposits to my credit card.

I then sent the casino my credit card statement to prove this.

The casino just said it would check again... but I haven't heard anything back

Hallo, mit der Bank habe ich leider nichts schriftliches. Ich war vor Ort und habe nachgefragt. Da wurde mir nur gesagt, dass es nicht möglich ist, Einzahlungen auf meine Kreditkarte durchzuführen.

Ich habe dem Casino dann meinen Kontoauszug der Kreditkarte gesendet, um das nachzuweisen.

Das Casino meinte nur, es prüft nochmal.. habe aber nichts wieder gehört

Thank you very much, xSerious169, for providing all the necessary information. I will now transfer your complaint to my colleague Romi (romana.r@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.

Dear xSerious169,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the BetterWin Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear BetterWin Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

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.

I also sent the casino a sales statement, which shows that the transaction was not refunded.

There was no answer to this either.

Ich habe dem Casino auch eine Umsatzübersicht gesendet, auf der zu sehen ist, dass die Transaktion nicht zurückerstattet wurde.

Auch hierauf kam keine Antwort.

Dear xSerious169,

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint, and we are forced to close it as ‘unresolved.’

Normally, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case, and we were left alone in our attempt to solve this issue.

I am very sorry I couldn't be of more help, but at least closing this complaint as unresolved will negatively influence the casino's rating, and other players can read about your experience in our review.

The casino can reopen this complaint anytime.

Best regards,

Romi

We’ve reopened this complaint at the request of BetterWin Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion if possible.

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.

Why is this complaint being reopened? I didn't receive the money over a year ago and I don't see the casino paying out now.

Wieso wird diese Beschwerde wieder geöffnet? Ich habe das Geld vor über einem Jahr nicht erhalten und sehe auch nicht, dass das Casino jetzt zahlt

Hello everyone,

This case has been reopened on casino's request. We'd like to thank CasinoGuru for the opportunity to review and potentially solve the issue.

Since the original complaint was submitted, our platform has undergone significant changes, therefore, in order to resolve your missing deposit as quickly as possible, we would like to invite you to create an account at BetterWin.com. If you already have a cryptocurrency wallet (or are able to create one), the refund process can be completed much more efficiently through our new platform.

Once your account has been created, please reply here or contact our support team with your BetterWin username (or the email address used for registration) together with your preferred cryptocurrency. We will then review the details and proceed with resolving your case as quickly as possible.

We sincerely apologize for the inconvenience you experienced and appreciate your cooperation. We look forward to resolving this matter for you.

Kind regards,

The BetterWin Team

Dear User,

Thank you for your response.

Due to recent updates to our internal systems, we kindly ask you to clear your browser cache before proceeding.

After that, please select Sign Up instead of Log In. The registration process is very straightforward and only requires you to enter your email address and create a password.

Once you have successfully created your account, please let us know.

We look forward to your confirmation.

Kind regards,

The BetterWin Team

Hello, account with email pass******************* 107@gmail.com is created

Hallo, Konto mit email pas*******************107@gmail.com ist erstellt

Dear user,

Thank you for the confirm.

The balance has been updated and if you wish you can proceed with withdrawal to your USDT wallet.

I receive an error message stating that I first need to make a successful deposit and therefore cannot withdraw any funds.

Ich erhalte eine Fehlermeldung, dass ich erst eine erfolgreiche Einzahlung machen muss und kann daher nicht auszahlen

Dear user,

Thank you for the feedback.

No worries, we will make a workaround and let you know as soon as possible when you'll be able to create your withdrawal request.

Thank you for your patience.

Thanks.

Will they also solve the problem of my failed self-exclusion from back then?

My self-exclusion was not processed there, and I received no refund of my account deposits. ler@web.de demanded.

Would you please check the total amount of my deposits and kindly credit that amount to my account?

If you need the email history, I can gladly provide it.

Danke.

Lösen sie auch das Problem meines damaligen fehlgeschlagenen Selbstauschlusses?

Dort wurde mein Selbstauschluss nicht bearbeitet und ich habe eine Rückerstattung meiner Einzahlungen meines Accounts pas*********ler@web.de gefordert.

Würden sie bitte einmal nachschauen wie hoch die Summe meiner Einzahlungen war und diesen Betrag freundlicherweise auch gutschreiben?

Falls sie den email Verlauf dazu benötigen kann ich diesen gerne bereitstellen.

Dear user,

Thank you for your patience.

You can now retry and make the withdrawal request to your crypto wallet.

Hello. I just did that.

Could you please credit the deposits to my old account due to the failed self-exclusion?

That would be very kind.

Hallo. Habe ich eben gemacht.

Würden sie bitte noch aufgrund des fehlgeschlagenen Selbstauschlusses die Einzahlungen meines alten Accounts gutschreiben?

Das wäre sehr freundlich.

I can provide all the necessary documentation, email histories, etc.

Alle Nachweise, emailverläufe etc kann ich bereitstellen.

Dear user,

The withdrawal request has been approved and the funds should arrive shortly to your crypto wallet. Please let us know if there is any issue with the withdrawal.

Thank you. Would you please also address the other issue?

Danke. Würden sie sich bitte noch um das andere Thema kümmern?

Dear user,

Due to recent updates to our internal systems and the changes that have been implemented since your original case, we would kindly ask you to provide us with a more detailed explanation of the issue you experienced.

If possible, please describe what happened with the deposit, including the amount, payment method used, approximate date of the transaction, and any other relevant details you may have.

If you still have any screenshots, transaction confirmations, or other supporting information, these would also be very helpful.

This will allow us to investigate the matter more thoroughly and determine the best way to resolve the issue for you.

Hello,

Thank you for your interest in solving the problem.

The issue is that I created an account with them in February 2025.

On February 20th, I requested a self-exclusion due to gambling addiction, which unfortunately was not implemented.

I have made several attempts to contact them via email or live chat.

I was told that the email containing information about my gambling addiction could not be found, therefore the account was not closed immediately.

After I presented evidence, they acknowledged the mistake and apologized. The case was then forwarded, and I was supposed to receive a response.

Unfortunately, I never received another email after that. Contact was lost.

I then requested information regarding the GDPR, but never received a reply.

I made deposits totaling approximately €1560 from my account at that time. The exact amount would need to be verified again, but that's roughly it.

All deposits were made using crypto or credit card.

I therefore request that you credit this amount to my new account so that I can withdraw it.

Hallo,

Danke erstmal, dass sie an der Lösung des Problems interessiert sind.

Es geht darum, dass ich im Februar 2025 einen Account bei ihnen erstellt habe.

Am 20.02. habe ich einen Selbstausschluss aufgrund von Spielsucht gefordert, der leider nicht umgesetzt wurde.

Ich habe mehrere Kontaktversuche vorgenommen per Email oder Live Chat.

Man sagte mir, dass die Email mit der Information über meine Spielsucht nicht auffindbar ist, daher wurde der Account nicht direkt geschlossen.

Nachdem ich Beweise vorgelegt hatte, hat man den Fehler eingesehen und sich entschuldigt. Der Fall wurde dann weitergeleitet und ich sollte Bescheid bekommen.

Danach habe ich leider nie mehr eine email erhalten. Der Kontakt ist abgebrochen.

Ich habe dann noch eine DSGVO Auskunft angefordert, aber nie eine Antwort erhalten

Ich habe mit meinem Account damals Einzahlungen in Höhe von ca 1560€ getätigt. Die genaue Summe müsste noch einmal geprüft werden, aber so in etwa.

Alle Einzahlungen wurden mit crypto oder Kreditkarte getätigt.

Ich bitte sie daher, diesen Betrag auf meinen neuen Account gutzuschreiben, damit ich ihn abheben kann.

You can contact me via my email address.

Sie können mich gerne unter meine Email kontaktieren

Dear All,

I would like to express my gratitude to both parties for their engagement. I am pleased to see some positive developments; however, it appears that this case has somewhat diverged from the initial issue.

Dear xSerious169,

Could you please confirm the amount you have received from BetterWin Casino and clarify what this payment relates to? This will help me identify which issue has been resolved.

Additionally, regarding your recent inquiry about a refund of deposits due to what you believe was an incorrect implementation of your self-exclusion, could you please provide some further details and clarify whether this relates to circumstances that occurred before or after the "original" issue?

I look forward to your clarification.

Hello, these two things are related.

I always wanted a refund of my entire deposit, except that one deposit never arrived and the other deposits are to be refunded by the casino due to a failed self-exclusion.

Both things happened at the same time.

And since the casino asked for details, I answered them directly.

I would be very happy if this could also be resolved.

Hallo, das hängt beides zusammen.

Ich wollte immer eine Rückerstattung meiner kompletten Einzahlung, nur mit dem Unterschied, dass eine Einzahlung nie angekommen ist und die anderen Einzahlungen vom Casino zurückerstattet werden sollen aufgrund eines fehlgeschlagenen Selbstausschlusses.

Das ist beides gleichzeitig passiert.

Und da das Casino nach Details gefragt hat, habe ich direkt drauf geantwortet.

Ich würde mich sehr freuen, wenn das noch ebenfalls gelöst werden kann.

The casino has contacted us via email. Would you please leave the complaint open until the matter is resolved?

Das Casino hat sich dazu per Mail gemeldet. Würden sie die Beschwerde bitte offen lassen, bis es geklärt ist?

Dear xSerious169,

Thank you for your response.

I understand that, from your perspective, the two matters are connected. I will also enquire with the casino team to clarify their position and understand whether they consider the matters connected as well.

At the same time, as a dispute mediator, I need to establish which part of the original complaint has already been resolved and whether the resolution reflects the circumstances of the case. The casino has confirmed to us that the payment concerning the original missing-deposit issue was made, so I would appreciate it if you could also confirm whether you have received this payment and what amount you received.

Regarding the self-exclusion-related refund, I understand that you are still seeking a resolution from the casino. If this is indeed connected to the original issue, I will take that into consideration when reviewing the case. If, however, it concerns separate transactions and circumstances, it may need to be treated separately from the matter that was originally brought to us.

I will clarify this with the casino team so that I can have a better understanding of their position as well. Once I have your and their response, we should be in a better position to determine whether there is still a reason for this complaint to remain open.

Dear Michal,

to answer your questions directly and precisely:

Yes, I hereby formally confirm the receipt of exactly €120 in USDT in my crypto wallet.

However, I consider this €120 only as a partial payment towards the total claim.

The casino itself has initiated an investigation in this public thread into the details of the failed self-exclusion (approximately €1,560). I am currently in direct email contact with the casino team regarding this matter.

Since the casino initiated this review itself as part of its reopening, I ask that you leave the complaint open until you receive a response from the casino and the overall situation is clarified. Should the casino refuse to investigate, we can still make a decision – but as long as the email exchange continues, the matter remains unresolved for me.

I expect this issue to be resolved within the next few days.

Best regards,

xSerious169

Lieber Michal,

um deine Fragen direkt und präzise zu beantworten:

Ja, ich bestätige hiermit formal den Eingang von genau 120 € in USDT auf meiner Krypto-Wallet.

Ich betrachte diese 120 € jedoch nur als Teilzahlung zur Gesamtforderung.

Das Casino selbst hat hier im öffentlichen Thread veranlasst, die Details zum fehlgeschlagenen Selbstausschluss (ca. 1.560 €) zu prüfen. Ich befinde mich dazu aktuell auch schon in direktem E-Mail-Kontakt mit dem Casino-Team.

Da das Casino diese Prüfung im Rahmen dieser Wiedereröffnung selbst angestoßen hat, bitte ich dich, die Beschwerde so lange offen zu lassen, bis die Rückmeldung des Casinos vorliegt und die Gesamtsituation geklärt ist. Sollte das Casino die Aufarbeitung hier verweigern, können wir immer noch entscheiden – aber solange der E-Mail-Austausch läuft, ist der Fall für mich nicht gelöst.

ich gehe davon aus, dass auch dieses Thema innerhalb der nächsten Tage gelöst wird.

Beste Grüße,

xSerious169

Dear xSerious169,

Thank you for your response confirming that the original reason for this complaint has been resolved.

Dear BetterWin Casino,

I'm glad the original reason for this case has been resolved.

I would like to kindly request more information regarding the ongoing investigation related to what the player perceives as a failure in their self-exclusion process.

I completely understand that you are communicating with the player directly regarding this matter, and I have no issue with that. However, as an independent dispute mediator, I would appreciate being kept informed of the situation, as this helps me better understand the circumstances and assess whether an appropriate resolution can or has been reached.

If any aspects of this matter cannot be shared publicly, I would be grateful if you could provide me with the relevant details privately at michal.k@casino.guru.

Thank you for your attention to this matter.