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I deposited €2 using Bitcoin from my Trust Wallet, and I'm fully verified with my ID. Then, a day later, my withdrawal was rejected. I was asked to provide proof of deposit, and here's the problem. I've already submitted all the Bitcoin transaction addresses and transaction hashes ten times. The support team is either deliberately cheating or playing dumb because when you deposit with crypto, the value of the currency always fluctuates slightly, and the time of day, even with BTC, can vary by up to an hour. For example, if I send €50 to the casino at 6 PM, it arrives at 6:23 PM as €49.84. THAT'S JUST AN EXAMPLE. The problem is, my figures deviate ever so slightly, and that's why my proof of deposit keeps getting rejected, and I can't withdraw. Piperspin belongs to Terdersoft; it can't be that a huge casino company doesn't properly understand crypto. Especially since I'm certainly not the only user depositing with Bitcoin via a Trust Wallet anymore. I sent them all the screenshots from my wallet, the transaction hash, and so on, but it keeps getting rejected because the time and amount in my wallet don't match. I feel extremely cheated. It would be very kind if you could help me and also ensure that large casino groups like Terdersoft handle crypto transactions better in the future.

Ich hatte 2 mit Bitcoin eingezahlt aus meiner Trust wallet, bin komplett mit Personal Ausweis verifiziert, dann wurde meine Auszahlung einen Tag später abgelehnt ich sollte Einzahlungsnachweise liefern und hier ist das Problem. Ich habe schon 10 mal alle Transaktionen Bitcoin Adressen Trx Hash eingereicht. Der Support betrügt mit Absicht oder stellt sich dumm den wenn man mit Krypto einzahlt schwankt der Wert der Währung immer minimal und die Uhrzeit auch bei btc bis zu einer Stunde. Zum Beispiel, ich schicke um 18 Uhr 50€ zum Casino, dann kommt bei denen das um 18:23 an und 49,84€. DAS IST JETZT NUR EIN BEISPIEL. Das Problem habe ich meine Zahlen weichen minimal ab und deswegen wird mein Einzahlungsnachweis immer abgelehnt und ich kann nicht auszahlen. Piperspin gehört zu Terdersoft, das kann nicht sein das sich ein Riesen Casinounternehmen nicht richtig mit Krypto auskennt. Besonders werde ich ja nichtmehr einzige Nutzer sein der mit Bitcoin über eine Trustwallet einzahlt. Ich haben den Leuten alle Screenshots aus meiner Wallet die Transaktion Hash und so weiter Geschickt es wird immer ablehnt weil Uhrzeit und Betrag in meiner Wallet abweicht. Ich komme mir extrem verarscht vor. Es wäre sehr nett wenn sie mir helfen könnten und auch für die Zukunft dafür sorgen das solch große Casino Gruppen wie Terdersoft das mit Krypto besser hinbekommen

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Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Piperspin Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please share the full hash of the transaction for us to independently verify the deposit was successful?
• Were your other documents accepted and approved? Only the proof of deposit seems to be the issue?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

My documents were accepted, except for the deposit slip. It's always rejected because the time is off by a few minutes and the amount also differs by about €1-2, since I deposited with Bitcoin. Here are the hashes of the two transactions:

1.)

e48c9c45861fb5deb4bbdf8b99d458907f88b8b2638146a63baceac46fe83a14

2.)

0861a6a8decfdc42f7038322c1742abd4e1760341759d2e552a396d5324d2b02

I sent them the protocol via email.

Meine Dokumente wurden akzeptiert, nur nicht der Einzahlungsnachweis. Er wird immer angelehnt, da die Uhrzeit um ein paar Minuten abweicht und der Geldbetrag auch um ca. 1-2 € abweicht. Da ich ja mit Bitcoin eingezahlt hatte. Hier die beiden Transaktionen Hash:

1.)

e48c9c45861fb5deb4bbdf8b99d458907f88b8b2638146a63baceac46fe83a14

2.)

0861a6a8decfdc42f7038322c1742abd4e1760341759d2e552a396d5324d2b02

Das Protokoll habe ich ihnen per e-Mail geschickt.

Hello Diegons,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Diegons,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Stefan (stefan.m@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Hello Diegons,

We would like to update you that due to Stefan, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Stefan has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Stefan will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Diegons,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Piperspin Casino to join this conversation and assist in addressing the complaint.

Dear Piperspin Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

Dear Diegons,

We would like to inform you that the screenshots you have provided cannot be accepted, as the amount and time displayed differ significantly from our records. Additionally, please note that, as stated in our Terms and Conditions, it is the player’s responsibility to submit genuine and unaltered documentation. Repeatedly sending altered documents may result in the confiscation of funds.

To proceed with the verification of your account, we require proof of deposit made on 2026-01-28 at 09:57:54 UTC, for the amount of 49.96 EUR. Kindly upload the original deposit document directly to your account through the verification page, and it will be reviewed as soon as possible.

Dear Stefan,

We have sent you an email with further information. Please review it at your earliest convenience.

Best regards,

Piperspin Casino

Dear Diegons,

We would like to kindly ask you to provide the casino with an unaltered proof of deposit. Please note that submitting edited or modified documents may lead to the rejection of your complaint.

Kindly inform us once you have provided the casino with the requested proof of deposit so we can proceed accordingly.

Thank you for your understanding and cooperation.

Dear Diegons,

Could you please provide us with a similar video from Trust Wallet where the hash, amount, and destination address are fully visible? The provided screenshot from the Trust Wallet cannot be accepted as it is not fully visible. Thank you for your understanding.

I look forward to your response.

Dear Stefan, that's exactly the problem. Trustwallet only displays it this way! No matter what I do, it's always shown like this. I have the app on my iPhone, and it's always displayed like this there. That's precisely the issue.

That's why I sent them the video.

Lieber Stefan, genau das ist doch das Problem. Trustwallet zeigt es mir nur so an! Egal was ich mache, es wird mir immer nur so angezeigt. Ich habe die App auf den IPhone und da ist das immer so dargestellt . Genau das ist ja das Problem.

Deswegen habe ich ihnen das Video geschickt.

Dear Diegons,

Thank you for your prompt response.

Would it be possible to transfer your app to a desktop, so that the hash would be fully visible?

I look forward to your response.

No, that wouldn't be possible, as I only have a mobile phone. However, it should still be possible to accept my proof in this form, as I have already provided them with the transaction hash and both BTC addresses (my own) several times.

I sent the transaction hash from the sender and the recipient from Piperspin. According to the guidelines, a transaction hash is sufficient verification/proof for casino deposits using cryptocurrencies, as it contains all the necessary information. I specifically chose to deposit only with cryptocurrency to simplify the deposit and withdrawal process as much as possible, which unfortunately is not the case with this casino.

Nein das wäre nicht möglich, da ich nur ein Handy besitze. Es sollte dennoch möglich sein meinen Nachweis auch so zu akzeptieren da ich ihnen bereits mehrfach auch die Transaktion-Hash sowie beide BTC Adressen „meine eigene(

Sender) und die von Piperspin (Empfänger)" gesendet habe. Und laut Richtlinien reicht eine Transaktion-Hash als Prüfung/ Nachweis bei Krypto Währungen für Casino Einzahlungen aus. Da dort alle nötigen Informationen vorhanden sind. Ich habe extra nur mit Krypto Währung eingezahlt um den Einzahlungs und Auszahlungs Vorgang dadurch so einfach wie möglich zumachen. Was hier bei diesen Casino leider überhaupt nicht der Fall ist.

Dear Diegons,

Could you please provide a video from your Trust Wallet in which the transaction hash and amount are clearly visible? The destination address does not need to be fully displayed in this case.

Please note that this documentation is essential for verifying ownership of the Trust Wallet.

I look forward to your response.

Dear Diegons,

Thank you for your response. Unfortunately, the video provided does not include your crypto wallet address.

Could you please record and share a new video that clearly shows the address of your wallet? This information is necessary for verification purposes.

I look forward to your response.

Dear Diegons,

Thank you for your response and the documentation provided.

Dear Piperspin Casino,

The player has provided sufficient evidence confirming that the mentioned crypto address belongs to them, as well as proof of deposit to your casino.

Could you please review the provided documentation and share your standpoint on this matter?

I look forward to your response.

Dear Stefan and Diegons,

We thank you for the provided information.

The same has already been forwarded to our respective teams and we will update the thread as soon as we get an update.

Thank you for your understanding.

Best regards,

Piperspin Casino

Dear Piperspin Casino,

Thank you for your response.

Please keep us updated and inform us about the status of the player’s verification at your earliest convenience.

I look forward to your response.

Dear Diegons,

We would like to inform you that your winnings have been confiscated due to a failed KYC verification. The documents provided were insufficient to confirm the deposit on our side, as they were missing key details such as the transaction hash and included a timestamp that did not match the one recorded in our system at the time the deposit was credited.

Your total deposited amount has been fully restored to your casino account, and a withdrawal of this amount was processed on May 2 via cryptocurrency. Cryptocurrency transactions typically take up to 3 hours to be credited to your wallet.

If you do not receive the funds within the specified time frame, please let us know.

Thank you for your understanding. Should you have any further questions, please do not hesitate to contact us.

Best regards,

Piperspin Casino