Fruta Casino - Player's deposit is delayed at the casino.

Hello Casino Gurus!

I have had issues depositing on this Casino with EVERY deposit so I hope posting a complaint here will not only get my deposit in my casino wallet but hope they also fix the ongoing issue with staff at this Casino telling me false information.

My deposit was made on Friday the 8th of November via BITCOIN. I claimed a casino bonus of 50% that was sent to my e-mail as a promotion.

Every single time I deposit, I check that the transaction has 3 confirmations on my end ( which means the funds have left my blockchain wallet and arrived at the merchant) and then I see that my Fruta Casino wallet has no funds.

I then proceed to go on live chat but the support is NEVER helpful.

I always provide them with the proof of the transaction which is the HASH ID: d9681f8993ba623d4498387c90795710808218cdd4e0********************

They say wrong information that is impossible such as:

a) We do not see a transaction ( impossible )

b) if the funds don't arrive in 5 days the funds will be reversed ( also impossible )

Bitcoin transactions are one way, meaning once the funds have been sent to the provided address, it does not come back.

I hope FRUTA casino can finally fix the issue with incompetent support staff that treat BITCOIN transactions of that of a credit card or any other form of payment that isn't bitcoin.

Normally they make me have to go on chat every day to check the status until magically the funds appear only this time it is taking way longer then usual.

It is extremely frustrating that a merchant holds my funds for days or some times a week before I can enjoy my deposit and spin on slots.

I'm sure NO ONE who wants to play slots wants to wait a week to play. It's unrealistic and not something that anyone would enjoy.

Thank you and hope to hear back!

Dear Papadeez88,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please, could you clarify if you have tried contacting your payment processor regarding this issue?

Please could you forward the payment receipt to dominika.l@casino.guru?

I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you. 

Best regards, 

Dominika

My payment provider is a blockchain.com wallet for bitcoin. It is out of the hands of my payment provider once the funds have left my wallet.

The payment provider of FRUTA CASINO sent me a confirmation of a paid invoice the moment the funds were sent from my wallet.

I have uploaded a screenshot of the paid invoice from Fruta Casino, from their own payment provider yet they tell me they don't see a transaction.

this is the issue I face every time I deposit on their casino.

I show all the proofs that the transaction has been confirmed and settled yet they are always unable to find the transaction even after providing a hash id

Dear Papadeez88, thank you for the information provided.

Were the previous deposits eventually credited to your casino account?

Could you please share your communication with the casino regarding the deposit? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

Do you have any updates regarding this deposit?

Dear Papadeez88,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.