The player from Austria faced issues with a second deposit of €28 made via Ethereum, which had not arrived despite a successful first deposit of €20. The casino's support was unresponsive and did not address the problem, leading her to request a direct payout rather than crediting her player account. The issue was resolved after the player provided the necessary documentation, and the deposit was credited to her account. The player expressed dissatisfaction with the casino's support process and requested a reevaluation of its rating due to the difficulties faced during the resolution.
IntellectBet Casino - Player’s deposit is missing and support is unhelpful.
Amount: €28
IntellectBet 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
2 months ago
Public
Public
2 months ago
Translation
Hello,
I have made a total of 2 deposits at this casino. The first deposit of €20 went through fine. However, the second deposit of €28 never arrived. Both deposits were made via Ethereum.
The casino does not have a live chat option, only a contact form. It took days for someone to finally respond to my emails. It seems the person who replied is an external contractor with no knowledge of casinos or crypto deposits.
Despite sending all the necessary screenshots, they did not address my issue and merely insisted that my deposit had gone through. But, only the first deposit was successful; the second one was not. The support agent did not even understand what the problem was.
I am now certain that this issue will not be resolved since there appears to be no one at this casino who knows what they're doing. It's quite clear that the support agent comes from an external company and did not take even 2 seconds to understand my case. I have never encountered such unprofessionalism.
I want my money back. However, at this point, I would like to have my money paid out directly to me, rather than to my player account, because I have lost all trust in this casino.
Automatic translation:
Public
Public
2 months ago
Dear workfloow86,
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, casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.
If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.
I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.
Best regards,
Nick
Public
Public
2 months ago
Translation
Hello
Thanks for the feedback.
I have already contacted the payment provider and they clearly confirmed that the money has been sent and has also arrived at the casino.
The casino is now writing to me by email, but is not solving the problem. I have sent the casino countless screenshots, proof from the payment provider, etc. several times, and despite all of this, the deposit has not been credited to me. The support team keeps writing to me and asking me to send confirmations and screenshots again, which I have already sent several times. I find this to be harassment.
In the meantime, I have had to invest many hours and hassle for €28 and nothing happens.
I therefore ask you to contact the casino to give me my money. It is only €28, but why should I give it away?
Lg
Automatic translation:
Public
Public
2 months ago
Translation
Now the casino refuses to help me.
I received the following message from the casino:
Once again, we need screenshots of transactions where we can see details about both wallets, not just two hashes. You HAVEN'T yet provided us with those screenshots. You have provided screenshots from our website, transaction hashes, and your balance, but not screenshots of both transactions with both sender and receiver wallet addresses visible.
Unfortunately, we cannot help you if you don't cooperate.
We are still waiting for these screenshots.
The problem is: I wrote to Coinbase and I sent ALL relevant information to the casino multiple times.
What the casino is asking for here doesn't exist. With a crypto transfer you need the HASH to be able to see the transaction. I have sent the HASH several times and many more.
It's just unbelievable. The casino is demanding things that I have already sent multiple times and still refuses to help me.
Automatic translation:
Public
Public
2 months ago
Dear workfloow86,
The screenshot you provided in your first post is showing the wallet address, wasn't that enough for the casino? Can you please show the first transaction of 20€ as well from your coinbase (with the receiver's wallet visible)?
Public
Public
2 months ago
Translation
The money was finally credited to my account.
I still ask you to change the very high rating of 7.2 for the casino.
It cost me a lot of nerves and time to get a small deposit credited. There is no live chat. The employees via email are from an external chat company that has NOTHING to do with the casino itself.
In total, I had to send over 15 screenshots in more than 20 emails before I finally got the money. Nobody there understands anything.
This is absolutely outdated and very dubious and such a casino should never receive such a high rating.
Players trust Casino Guru and my trust has now been somewhat broken. So please lower the rating. This casino does not deserve to receive a rating that only really good and reputable casinos should receive.
Automatic translation:
Public
Public
2 months ago
Dear workfloow86,
I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you.
As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues.
Thank you so much for your time.
Best regards,
Casino.Guru
