Golden Star Casino - Player's deposit did not reach the casino.

Hello,

I made a deposit last week using xrp but the money left from the wallet and did not arrive at the casino.

I request that they either send the money back to my wallet or add it to my casino balance and include my welcome bonus as it was my first deposit there.

I hope you can help me.

Dear Hugo2020,

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

I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process which takes approximately one month. In these cases, the casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.

Could you please advise if the e-wallet address to deposit funds into your account was visible on the casino’s website for all the players or if you have been provided a unique one when opening the account? Was it your first deposit in this casino?

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

Best regards,

Petronela 

I've already written with bitpanda, everything has already been checked, everything went normally without any problems, so the money must be hanging somewhere in the casino

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I'm sorry but you didn't answer any of my questions. Could you please advise if the e-wallet address to deposit funds into your account was visible on the casino’s website for all the players or if you have been provided a unique one when opening the account? Was it your first deposit in this casino?

How should I know if it is visible to everyone, but yes it was my first deposit at this casino.

Thank you very much, Hugo2020, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hi Hugo2020,

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 Golden Star Casino to the conversation to participate in the resolution of this complaint.

Dear Hugo2020 and Casino Guru Team, 

We would like to express our sincere thanks for your contacting us. We also want to express our deep appreciation to Casino Guru for their invaluable assistance in this difficult situation.

On our part, we transmitted information about your deposit to the payment provider on August 17th.  

The provider replied to us that the Player did not indicate the tag XRP address, but it would be possible to restore this transaction. The return will take up to 60 days and the cost will be 10 EUR. We understand that the wait can be difficult and would like to express our deep regret for any inconvenience this may cause.

At the moment, the transaction is in the recovery stage.

We greatly value your patience and wish to convey our genuine empathy towards your situation.

Thank you for your understanding and patience!

If you have any additional questions or require additional information, do not hesitate to contact us. We are always ready to help.

Best Regards, Golden Star Casino Team

Thank you Golden Star Casino Team for your reply. Do I understand correctly that there were payment details missing from the player's side that caused the mismatch or the money was sent from an unknown wallet?

So I always deposited like I always do and this isn't the first time I've deposited with xrp and so far the money has always arrived at the casino except here.

Dear Peter and Hugo2020,

Thank you for your prompt response and for seeking clarification on the situation. We appreciate your assistance in helping to resolve this matter.

To address your question, the issue arose due to the player omitting a tag in the provided XRP address. This tag is crucial for us to accurately process and allocate deposits. We understand the frustration this has caused, and we're working diligently to rectify the situation.

We're currently in the process of recovering the transaction, and it may take up to 60 days. We will keep you updated as we progress.

Thank you for your continued cooperation.

Best Regards,

Golden Star Casino Team

Thank you Golden Star Casino Team for specifying.

Hi Hugo2020,

As I am unable to keep the complaint open for two months, I will close it as resolved since the casino has promised to assist you with the refund. If you do not receive the refund within the next 60 days, please inform me and I will reopen the complaint. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Peter