The player from Germany faced an issue with a deposit that did not appear in their casino account after a week. Despite providing the hash and Deposit ID, the casino did not resolve the situation. Following communication with the casino, it was clarified that the funds had been sent to an entirely different wallet, and none of the transactions were directed to the correct casino wallet. Unfortunately, it was determined that nothing could be done from either side, as it was ultimately the player's responsibility to ensure that the beneficiary details were correct.
Gamblezen Casino - Player’s deposit is not credited.
Amount: €30
Gamblezen Casino
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
1 month ago
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1 month ago
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Hello, I deposited money there a week ago, and the money has not arrived in my account. I sent the hash, and it was said that it didn't belong to the casino.
I then sent the Deposit ID and asked for the wallet number. A day later, they sent me an email asking for the wallet number, which I don't understand why they won't help me. The hash number is definitely the correct one, as there was only one deposit...
The first deposit worked with a delay, but the second deposit, made in the same way, has disappeared 🤷🏼♂️
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1 month ago
Dear FlashFX,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
- Could you please share a hash of the transaction that wasn't acknowledged?
- Have you used cashier to deposit in the casino? Can you share a screenshot of how it looks like when you attempt to initiate a similar deposit in the casino currently?
- Could you please share a hash of a previous transaction that was completed successfully?
- Please also share any related communication with the casino.
- Post screenshots here or send the information to my email at tomas@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,
Tomas
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1 month ago
Thanks for the provided details.
Kindly send me the communication between you and the casino you refer to in your description of events.
Share screenshots here or send me chat transcripts or email to my email at tomas@casino.guru
Thanks in advance for your cooperation. I apologize for the inconvenience.
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1 month ago
Thank you very much, FlashFX, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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.
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1 month ago
Hello FlashFX,
I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light in this matter.
We would like to invite Gamblezen Casino to join the conversation.
Dear Gamblezen Casino,
We kindly request further clarification regarding the issue of the player's deposit not appearing in their casino balance, even though the transaction hash and deposit ID have been provided.
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1 month ago
Hello, FlashFX and Michal!
Our finance department have requested information on 25th of October about the address of the cryptocurrency wallet to which the funds were transferred. Once we receive this information here in the complaint or directly via e-mail, we would be able to continue the investigation of this case. Thank you.
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Best Regards
Gamblezen Casino
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1 month ago
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What should I answer CasinoGuru?
I have provided the ID and hash, there is no longer a wallet number as required by Gamblezen and they know that because a new wallet number is generated with each new deposit. I already mentioned that.
Usually the player also keeps his wallet number unless he receives an email from the casino that the crypto addresses are changing 😉
Gamblezen still seems to refuse to provide access to the deposit ID that I provided here!
I have rarely experienced such an uncooperative casino, luckily it is only a 30€ deposit, that is bearable, but will of course result in some negative reviews on various sites, because you don't play games with me 🙂
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1 month ago
Hello, FlashFX
The transaction hash contains multiple wallets and various amounts in LTC. To verify the transaction, we need to identify the specific address to which you sent the funds. This information should be available in your crypto wallet's transaction history.
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Best Regards
Gamblezen Casino
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1 month ago
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What information does the deposit ID contain? Can you see that 30 were deposited but cannot be assigned now?
The wallet number I sent them says it does not come from your casino
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1 month ago
Dear FlashFX,
Although I understand that the request by the casino team to provide the specific address to which you sent the funds may seem unnecessary to you, however, as previously stated, the transaction hash includes multiple wallets and different amounts in LTC, necessitating the casino team's verification of which transaction originated from your wallet. While the wallet address may vary, you should be able to clearly see all the transactions that you have done in your wallet history for that specific time. Without this information, it would be hard to move forward with your complaint. I kindly ask you to provide this information at your earliest convenience.
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1 month ago
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Correct, there are different transactions, and we are looking for the 30€, not for transactions with 100€ or 500€...
If a casino is not even able to do that, then I am happy to give *tutoring.
*I opened the hash, there is only one transaction there with 30€ or 32$
And since we are not looking for 400€ or 11€ ...
Apparently this is a fight against windmills if not even the transaction hash is understood 🥴
Apparently this is a fight against windmills, deliberately pretending to be ignorant or really having no idea, now it's becoming clear to me that nobody there knows what they're doing.
On the same day I can still remember that the live support wrote that the transaction had been received and was waiting for approval, unfortunately I don't have a screenshot of it and Gamblezen won't show this history either, as it is probably not saved 😂
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1 month ago
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Forgot the screenshot
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1 month ago
Hello, dear FlashFX!
We conducted a detailed investigation regarding your request.
As a result, it was not identified that the address belongs to our merchant account or system addresses.
Additionally, I checked every transaction associated with this address, and the operations are in no way related to our system.
Please also note that the system automatically generates a new address for each deposit.
For example, here is the hash of your first deposit from the 4th of October, which was made to the following address:
MPrKzEEmVeaG2yEREeN3GyZFCY9JfSjBK6
As you can see, there is only one transaction.
Regarding the second deposit, in the hash you provided (which you claim relates to the second deposit), the wallet MBgFWtb9wRcryx8F1qhLvXCcQW6iWznn3j was used:
https://blockchair.com/litecoin/address/MBgFWtb9wRcryx8F1qhLvXCcQW6iWznn3j
This wallet also shows an incoming transaction from 11th October and three more transactions on 18th of October.
Such a situation is not possible, as we mentioned earlier: one deposit corresponds to one wallet.
We do not know where you sent the money, but it was certainly not to our casino.
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Best Regards
Gamblezen Casino
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1 month ago
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I've already got grey hair, let's just leave it at that, it's landed in Nirvana 🤷🏼♂️🙋🏼♂️
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1 month ago
Dear Gamblezen Casino,
Thank you for your detailed response, I believe this has clarified the situation.
Dear FlashFX,
Following the feedback from the Gamblezen team, it appears that the funds were sent to an entirely different wallet, as none of the transactions were directed to the correct casino wallet.
Unfortunately, there is basically nothing that can be done from either our side or the casino's in this situation. It is ultimately the player's responsibility to ensure that the beneficiary details are correct and where the funds are transferred to.
I regret that we could not provide more assistance in this matter. Should you encounter any issues with this or any other casino in the future, please feel free to reach out to us, and we will try our best to assist you.
Best regards,
Michal
Casino Guru
