The player from the Netherlands had deposited into the casino using cryptocurrency three times, with only the first deposit reflecting in the casino account. Despite blockchain evidence that showed the second and third deposits were successful, the casino had claimed they did not receive these deposits and ignored the player's inquiries. We had advised the player to contact his payment provider for an investigation and asked for additional details about the transactions. Eventually, the issue was resolved when the casino credited the player's account with the missing deposits. The complaint was consequently closed as 'resolved'.
Hugewin Casino - Player’s deposits are missing.
Amount: €150
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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9 months ago
Last Friday i made 3 deposits at this casino with crypto (ETH) I used Skrill to do this. First deposit was no problem and reached my casino wallet. Second and third deposit (same method. Same wallet) never reached my casino wallet. Casino claims that the second and third deposit didn’t reached their wallet. That is strange because the blockchain proves otherwise. You can also see in the blockchain that the total amount of all 3 deposits together left the wallet (to their main wallet). So including the first deposit. Only the casino has access to the first deposit so how is it possible that this amount left the wallet together with the other 2 deposits?
The blockchain is hard proof that they got the crypto/money. I sent them all the evidence but this is one off those casino whose strategy in case of a problem is to ignore the player. Therefor this complaint.
I will sent in all the evidence in a private message.
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8 months ago
Dear RS200,
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 deposits have 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 that 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 were provided a unique one when opening the account?
- Were they your first deposits in this casino?
- Could you please forward a full Transaction hash and the name of the Network?
My email address is petronela.k@casino.guru.
I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.
Best regards,
Petronela
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8 months ago
i could only upload 5 documents so here is picture 6;
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8 months ago
Can you put my pictures that i uploaded before on private please.
These pictures below (removed privat information) can go public so everyone can see for them selve.
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8 months ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, RS200, for your cooperation and confirmation, and please don’t 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,
Petronela
Casino.Guru
