The player from Georgia had made a deposit which, according to etherscan, had reached the casino and was moved to another wallet. However, the casino denied acknowledging the transaction. The player reported neglectful customer service and wanted his money back. The casino later refunded the player's balance. The issue has been successfully resolved.
Hugewin Casino - Player’s deposit has been misplaced.
Amount: $151
Hugewin Casino
Safety Index:Very lowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
3.4
Hugewin Casino has a Safety Index of 3.4, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
8 months ago
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8 months ago
Dear haasadam81,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
- Please, could you please share a screenshot of what the transactions of your successful and unsuccessful deposits look like in your transaction history?
- Have you received the response from the casino's finance department?
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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8 months ago
Thank you for your response. I can not get any resosponse at all from anyone opther then if i send them a direct message thru the website and its always a guy named Victor that will only tell me that they dont recognize my deposit. I have attached my other transactions.
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8 months ago
Here are my screen shots of me talking to Victor.
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8 months ago
I sent this particular transaction thru Coinbase and have. received this email stating that everything is good on Coinbase side and the moneys was received,
.I have sent 2 emails to support@hugewin.com, but have not received anything at all back. I feel they are doing this on purpose because all of my other conversations via messaging app on website have been deleted or I would send those as well. Here is screenshot of email sent to hugewin
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8 months ago
Should I go ahead and file a dispute the the Curacao E-Gaming commission, or wait to see if I can get something resolved thru this service? Thanks for being an advocate for the consumers. I read the law in Curacao states a KYC is required and is prohibited to let people in the United States to even participate in using there site at all.
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8 months ago
Thanks for your messages.
As far as I can tell, the casino doesn't restrict players from the US to deposit and play.
Could you please show a screenshot of the address found for deposits have you confirmed the address you used and the address in the casino's deposit page to match?
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8 months ago
Dear haasadam81,
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.
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8 months ago
Dear haasadam81,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Tomas
Casino.Guru
