Mirax Casino - Player's BTC withdrawal not received.

So I have been playing this online casino mirax casino I had made a few small deposits with my crypto wallet from my BTC wallet on coinbase.

I had a win and tried to withdrawl of first 1000 then 2500 then 4000 I tried to make withdrawl to my registered visa debit card ,so I had $7500 pending withdrawl and $1200 still in my account.

In the morning I woke up ,signed back into my account I had 5000 in totall back in casino account I looked at transactions and withdrawls had all been declined and then contacted support to find out what the go was with the transaction of winnings and shortfall of winnings that appeared back in my account I should of had around $8500 but only $5000 I then went on to communicate with support that said all my declined withdrawals had been put back in my account and that was it.so then they told me that I needed to comform my identity license addresses ect so I did .support then said I can make withdrawal same way I deposited with my btc wallet I then went on to make withdrawal of $4000 to my BTC wallet as That's what the maximum withdrawal amount was I sent my reseaving BTC wallet address and successfully withdrawal $4000 I never got a receipt of withdrawal just an email saying congratulations on your win and my withdrawal had been made .I waited and waited for funds to show in my wallet but nothing, I then contacted support again and asked for a receipt of the transaction so I could find on the block chain to see were my funds were sent,they then sent me a receipt of address they sent funds to and it was a BCH Address that I had never seen or used befor they then went on to say that funds were unrecoverable and there was nothing they could do at there end.

Dear 1daboy,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Mirax Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Do I understand correctly the casino sent your withdrawal to an incorrect address? Have you requested the withdrawal to be sent to your previously used BTC address?
• Are you disputing the difference between the amount of 5,000 and more than 8,000 on your casino account as well in the complaint?
• Have you accumulated your winnings using a casino bonus?
• Please send any supporting evidence, including the communication between you and the casino to my email at tomas@casino.guru

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Dear 1daboy,

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.

Hi yes that is correct I sent my BTC wallet address for withdrawl,as that ls what i used for the deposit .they sent it to a BCH address that I have never herd of before,also I had to request a receipt from them.

The amounts that i would like to dispute, in first withdrawals I tried to make, that all got rejected, were a total of $7.500 once rejected only $5000 was but back in casino account I then contacted support, they continued to tell me that all money has been reversed

Back in my account so the $2500 short ,i then provided documents needed then support told me I could withdraw the same way as I made last deposit with my btc wallet as I done ,i made a further withdrawal of $4000 and another $200 so total of disputed funds not reseaved was $6700 .I did not play under any bonuses or any requirements so withdrawl should of been clean and straight forward.

Thank you very much, 1daboy, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.

Hello there,

Thank you 1daboy for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Mirax Casino for their help in resolving this complaint. We would like to ask how we can help resolve this issue.

Thank you!

Hi Ok, sounds like there may be some hope here, but where to next? I'm not happy with their expernathion on my first 7.500. I attempted to withdraw they all got declined and only 5000 appeared back in my casino account there screen shot info they sent in support of this does not prove nothing at all. I then went on to ettempt to make withdrawl to my btc wallet as this is the only wallet address I had at the time and had been using to make deposits .

There was no talk of any BCH address until I ask support for comformation of my withdrawl, thats when they sent me details of a BCH transaction that was not mine and had never seen or used befor?so where to next as i would like to sort funds hopefully by Xmas, any of my funds! I don't mind paying the 10% to get my funds back but this 10% should be going to casino guru not any one alse.

This has been a really disstreasing experience for me and really grateful I stumbled across casino Guru to help me communicate with mirax, in making attempts to justify there actions. I really hope this can be sorted asap and my funds returned thanks for your assistance .

Hello Daniel,

Thank you for your understanding during this process. We truly value your patience.

Our team may need a little more time as the resolution requires additional effort. The payment provider is currently working tirelessly to find potential positive solutions.

Regrettably, we cannot guarantee the precise success of this process, since the transaction was initiated to the incorrect wallet. Still, you can rest assured knowing that we are doing everything in our power to settle this matter.

We genuinely appreciate your cooperation until the issue is solved. If you have any further questions or concerns, please do not hesitate to reach out to our support team via support@miraxcasino.com.

Wishing you a pleasant day and a positive outlook.

Kindly wishes,

Mirax Casino team

Dear 1daboy, I want to ask if you were able to contact your payment network for assistance. Please keep me updated about any further developments.

Thank you in advance!

Hi sorry what is it that i have to ask my payment provider ?r you

meaning coin base my wallet where I made btc deposits the same address were i made these withdraws to my btc wallet !

As this is the only wallet I used.

Could you please elaborate more on what im to ask them.

Thanks.

I have found the Help Center for the Coinbase Wallet here: https://help.coinbase.com/en/contact-us?product=coinbase-wallet

I would recommend contacting them about this situation so they will be able to assist and clarify further steps that may be required to resolve these transactions. Let me know how they have responded or if you require any further assistance!

Thank you in advance for your cooperation!

Could you please help me casino Guru as it is so hard to explain to coinbase let alone get a hold of any1

Dear 1daboy, I have reviewed the information and Coinbase Help Centre too but I'm not sure how to be of help. As you are the owner of the wallet, you will have to report this transaction issue yourself to their team and ask what steps you can take to restore the funds to the correct wallet. I am sorry I can't be of more help.

Please keep me updated about the situation.

Hi Peter have sent you email in regards to coinbase support

I have not. As mentioned previously, you are the owner of the wallet and will have to report this transaction issue yourself. I am sorry I can't be of more help on this occasion.

I sent through to you my conversation with coinbase did you receive this

I apologize, I misunderstood your message. Thank you for providing me with the information, I'll see what can be done.

Any updates ?

Dear 1daboy, I have provided information from your communication with Coinbase support to the casino affiliate and am awaiting a response on how we're going to continue addressing your case. I will keep you updated about any further developments.

Thank you for your patience!

Dear Casino Guru Team and Daniel,

Our team would like to bring you the most recent updates on the unfolding situation.

As mentioned earlier, the transactions were first confirmed online and then sent for further processing. Unfortunately, we are disappointed to inform you that the processing of these funds is no longer under the control of the service provider we work with. It is also important to add that the address provided by the player belongs to him, but he initiated the withdrawal in the wrong currency, so they went to an identical wallet in the BCH network, not the BTC.

We are writing to inform you of a recent development in our ongoing engagement, where we have successfully obtained official confirmation from the service provider of the transactions in question. This represents a significant milestone in validating the details and ensuring the transparency of the ongoing financial transactions. The formal communication stands as a testament to the meticulous validation process undertaken by the provider, thereby adding a layer of assurance and credibility to the discussed financial activities. In the interest of transparency and to facilitate a comprehensive understanding of this matter, we have diligently attached the aforementioned confirmation below as a tangible and conclusive piece of evidence.

https://docs.google.com/document/d/1Iwx9E0aoRFZSQKuNjodRBL66TkAQNS8JfwICRctUbU4/edit?usp=sharing

Our hope is that this will contribute to the understanding and resolution of this complaint.

Sincerely,

Mirax Casino Team

Dear 1daboy, I am in contact with the casino affiliate and am discussing your case and what steps can be taken. I will inform you about any further developments.

Thank you in advance for your patience!

Hi Casino Guru, any updates?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Casino Guru Team and Daniel,

We would like to extend an update on the recent developments concerning your ongoing case.

Our affiliate manager has dedicated significant efforts in collaboration with the forum representative to ensure a thorough and fair resolution to the matter at hand. We are encouraged by the substantial strides made in this collaborative effort and are currently in the phase of awaiting an official confirmation from the forum. This step is crucial for the finalization and formal update regarding the status of your case.

Your patience while awaiting a resolution is greatly valued, and we sincerely appreciate your understanding throughout this process. If you have any additional questions in the meantime, please feel free to contact us.

Sincerely,

Mirax Casino Team

Dear 1daboy, the casino has provided us with a statement from their provider that the withdrawal process went through without fault on the casino's side. Unfortunately, due to the nature of this case, we are unable to investigate further and won't be able to help. Due to these reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.