The player from Australia had paid $100 AUD to buy 131.478229 XRP via the casino's onsite merchant, but the funds had not been credited after a week. Despite providing proof of payment and a successful deposit to the casino address, the financial department and payment provider were still investigating. The casino added 100 USDT to the player's account as a resolution. The complaint was marked as resolved after the player confirmed the funds were added.
FuturePlay Casino - Player’s crypto deposit was delayed.
Amount: A$100
FuturePlay Casino
Safety Index:Fresh casinoSafety Index
We use the Fresh casino rating to identify new casinos, for which it's too early to see how they treat their players. We give this rating to casinos that are relatively new on the market, have low revenues, and not many player complaints.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 hours ago
Public
Public
1 week ago
Dear jaydennn2,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please advise if it was your first deposit via this payment option in this casino?
- Did you deposit via the casino's website?
Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here.
I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.
Best regards,
Kristina
Public
Public
1 week ago
It was my first deposit paying this way.However I did another deposit sending crypto from my own wallet and it went through fine. I bought crypto from the casino on their website using my credit card so I have no control how it was sent to the casino wallet.
Public
Public
6 days ago
Thank you very much for your reply, jaydennn2. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
Public
Public
3 days ago
Thank you very much, jaydennn2, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
Public
Public
3 days ago
Hi jaydennn2,
I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite FuturePlay Casino to the conversation to participate in the resolution of this complaint.
Public
Public
3 days ago
Hi there,
Thank you for making us aware of this issue. We have logged a query with the payment provider. We will try and resolved this today still.
Kind regards,
David
Public
Public
3 days ago
Hi Jaydennn2,
We have added 100USDT to your player account. You can log in and play or withdraw.
Apologies for the frustration caused. We are still investigating what happened with the provider here.
Regards,
David
Public
Public
3 hours ago
Hi all,
Thank you for your replies.
After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, jaydennn2, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time.
Best regards,
Peter
