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I deposited 714.63 USD via Bybit Pay. I provided a screenshot of the transfer from the transaction history and a video as requested. It's been 22 days, and they still haven't credited my deposit, and they continue to respond using the same template. my id account

1622978487

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you made any successful deposits into this casino before?
• Have you made sure to type the receiver's address correctly?
• Have you tried contacting the payment provider to check if the payment was successfully received on the casino's end?
• When was the last time the casino communicated with you regarding the lost transaction?

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

Best regards

Veronika

1. This is my first deposit at this casino.

2. I couldn't have entered the address incorrectly, as I scanned the QR code and then confirmed the payment. The casino handles the payment provider. I don't have access to them.

3. I write to them every day. The responses are identical to those provided in the first few days after my request. They are templated.

Thank you for your reply.

Based on the screenshots you uploaded with your complaint, it appears that you used USDT for your deposit. Could you please confirm which crypto wallet you used for this transaction? Also, can you verify whether the transaction is marked as successful in your wallet?

To proceed with your case, I kindly ask you to provide the following documents:

• Deposit receipt
• Screenshot of your transaction history in your casino account
• Communication with your payment provider
• Communication with the casino’s customer support
• Transaction statement from your wallet, starting from the date of the deposit that has not been credited to your casino account up until today

Please forward these documents to my email address at veronika.f@casino.guru.

Thank you for your patience and cooperation.

The deposit was made via Bybit Pay, not a crypto transfer as you claim. In this case, the transaction hash DOES NOT EXIST. I've already provided them with a screenshot of the transfer as evidence, as there is no receipt in any format. I also provided a video recording from my Bybit account. They are currently ignoring this case, even though I've repeatedly written to them asking for their representative to respond to my complaint.

Please lower the rating of this casino, as they deliberately ignore complaints.

Why is no one responding to my complaint? I've been waiting 33 days for my deposit, and no one can even help me. I demand that this project be blacklisted.

I demand that Winwin be blacklisted. This casino hasn't credited my deposit after 33 days.

Veronica, are you here ?

Thank you for reaching out, and I sincerely apologize for the delay in responding. We are currently managing over 1300 active complaints. While we strive to reply as quickly as possible, it is not always feasible to address all messages immediately. We have a 7-day response window for each complaint and will always get back to you as soon as we can. Thank you for your patience and understanding.

Before we proceed with the investigation of your complaint, please forward me the screenshot of the transfer as well as the video you sent to the casino as evidence for your deposit at veronika.f@casino.guru. Kindly include the communication with the casino customer support regarding the issue with your deposit as well.

I appreciate your patience and cooperation.

I'm waiting for a response from a representative. They are ignoring my complaint.

Have you written to the casino representative? My emails have been ignored since April. The casino is engaged in fraudulent activity, and I am prepared to confirm this. I need your help with this

Provided proof to veronika.f@casino.guru

Dear andr222

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, Peter (peter.c@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,

Veronika

Hello there,

Thank you andr222 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask WinWin Bet Casino for their help in resolving this complaint. We would like to know what the issue is with the deposit and what we can do to help the player receive their funds.

Thank you!

It's been 44 days now, and we haven't heard anything from them. I hope you can contact a casino representative.

Dear andr222,

Dear Peter,

Regarding this case, the screenshot provided by the player is unfortunately not considered sufficient proof of payment.

We kindly ask the player to request an official payment confirmation file from Bybit Support and forward it to us. This document is required in order to proceed with the deposit verification and crediting process.

We would greatly appreciate your assistance in this matter, as it will help speed up and optimize the verification process.

Thank you in advance for your cooperation.

Kind regards,

WinWinBet Team

I provided evidence in the online chat. After 44 days, they asked me for a screenshot of the deposit confirmation. If I hadn't filed a complaint, they would have continued to ignore my request.

Good afternoon andr222,

Good afternoon Peter,

Unfortunately, the screenshot and video provided by the player do not display the wallet number to which the transfer was made, that has created additional difficulties in identifying and verifying the transaction details.

Additionally, the player does not have a phone number linked to their profile, otherwise our managers would have been able to contact them more promptly.

In light of these circumstances, we kindly ask the player to attach, within our communication on this platform, a confirmation of the transfer where the recipient’s wallet number is clearly visible.

Thank you in advance for your cooperation!

Kind regards,

WinWinBet Team

I provided the correct details. This payment includes the amount, date, currency, payment ID, seller order ID, and purpose. I'm not sure what wallet number you're talking about. If you're talking about the transaction hash, it doesn't exist in this case. If you're talking about the bybit UID, it won't be displayed in this transaction, since the payment was made via QR code to the MERCHANT. This is not a bybit UID transfer. The deposit request was generated completely automatically by the payment provider. I simply clicked "Pay." Providing a phone number is not required at this stage. I contact them several times every day to make sure the request details are up to date.Currently, the representative is requesting a non-existent document, which they only know about subconsciously. I believe this is due to the incompetence of these employees. If the employees claim such a document exists, I request an example, as I have no idea what such a document looks like. All translation evidence was previously provided in full. Thank you for your understanding.

A MERCHANT is a business (sole proprietor or legal entity) that accepts payments from customers (for example your online store, cafe, or online service). The UID isn't related to my payment, as the UID is a specific user ID. These are completely different things. Unfortunately, due to the casino's incompetence, the process has dragged on for 47 days. Please take action.

The casino is delaying the resolution of the issue. I've been expecting my funds to be credited since April 4th. Please take action against the casino. Lower their rating or blacklist them.

Good morning andr222,

We kindly ask you to record a video from the Bybit application showing the transaction from the wallet, with both the sender’s and recipient’s addresses clearly visible.

Additionally, please provide the transaction history for April from the section in your account shown in the attached screenshot. We would appreciate it if you could include all details as clearly as possible.

This information will help us review the case and resolve it as quickly as possible.

Thank you in advance for your cooperation!

Kind regards,

WinWinBet Team

I provided them with everything they needed to find the deposit. The screenshot they attached to the last message is incorrect. It even shows crypto transactions. This has nothing to do with my transfer through Bybit. The video was provided within the first few days of the request. The discharge was released a little later.

Dear andr222,

Good day.

We kindly ask you once again to attach and resubmit all the required documents. For your convenience, we will list them below once more.

Providing the requested documents again will greatly help us accelerate the review and verification process on our side. As we understand that you have already submitted these documents previously and may already have them available, we would sincerely appreciate it if you could kindly resend them.

Additionally, if the documents were previously submitted in a different format, we kindly ask you to provide them in the exact format and manner specified in our request above. This is necessary to ensure that the verification process can proceed without further delays.

Your cooperation and understanding are highly appreciated, and we would be very grateful for your assistance in helping us complete this process as efficiently as possible.

Should you have any questions or require any clarification, please do not hesitate to contact us.

Kind regards,

WinWinBet Team

The documents previously submitted were in the correct format. Your latest request is incorrect and therefore cannot be processed.

Peter, please go to peter.c@casino.guru and review the transfer documents I provided. I provided everything they asked. The fact that they're now asking me for new videos from my phone showing the sender and recipient addresses is an invalid request. I've already told them that the sender's address won't be displayed because this isn't a UID transfer, but a payment to a merchant. They don't understand what this means, and therefore the request is invalid. I've already spent over 50 days on all this litigation, and what do I see? The Winwin casino representative is demonstrating his incompetence and continues to point out his invalid request. I don't see the point in continuing the conversation with him, because he "doesn't understand what he's asking for."

Dear andr222, I understand your frustration but please provide the requested information at your earliest convenience so that the casino can continue processing your complaint. This information is essential to complete their review and assess the matter appropriately.

Please note that if you do not provide the requested details, we will take it as a sign of your noncooperation and we will be unable to proceed and will have to close your complaint accordingly. Thank you for your understanding!

Dear andr222,

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,
Kristina
Casino.Guru