The player from Germany had an issue where his Bitcoin deposit of 0.023456 BTC (14.50€) to the casino was not credited to his account. The casino had insisted that the player should have made another deposit before the funds could be credited and had refused to assist further. We had intervened and contacted the casino, which had claimed that the player had not paid the minimum required deposit for the network. The player had requested a cancellation or refund as he was unable to make another deposit. The casino had forwarded the request to their finance department for review, but ultimately suggested the player deposit the remaining bitcoin to meet the minimum deposit requirement. The player did not respond to our messages and the complaint was rejected due to lack of further information.
MostBet Casino - Player's Bitcoin deposit not credited.
Amount: €14
MostBet Casino
Safety Index:Very highPlayer stopped responding
REJECTED
Case summary
Up until now, I have never encountered any issues with making a deposit until I initiated a Bitcoin deposit on the 21.03.24.
The funds were not credited. When I tried to get help from the so-called great support,
they just tried to fob me off and said that the relevant department is trying to resolve my issue as quickly as possible.
The amount in question is 0.023456 BTC (14.50€).
Minus the fees, it's still about 11 Euros.
The BTC was successfully received by mostbet, but they refuse to credit my account with the amount unless I make another payment.
They advise me to do it and then the money for both deposits would be available to me.
Can they be serious about this?!
When I asked for a cancellation of the past payment, they closed the chat on me and offered no further help.
Dear mehrkohleatzen182,
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 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?
- Was it your first deposit in this casino?
- Could you please forward a full Transaction hash and the name of the Network?
I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.
Best regards,
Petronela
Thank you very much, mehrkohleatzen182, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.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.
Dear mehrkohleatzen182,
I am so sorry to hear about your problem with the deposit. I will contact the casino and try to resolve the issue as soon as possible.
Now I would like to invite a MostBet Casino representative to join this conversation and participate in resolving this complaint.
Dear MostBet Casino,
Could you state why the player's deposit was not funded into his account?
Thank you in advance for providing the information.
Hello, Dear mehrkohleatzen182 and Casino Guru!
We are sorry that you have a negative impression of our service. We always strive to help you and understand any situation.
We have received a response to your request from the finance department: "The client has not paid 0.00022418 BTC. It is necessary to pay this amount to the same original address and send a hash (TxID) of the payment.
The client paid 0.00017582 BTC, but the minimum for this network is 0.0004, so the client needs to pay 0.00022418 BTC to the minimum allowed amount in this network.".
Best regards, Mostbet.
Hello,
I don't understand why it isn't just explained to me exactly like that and also 0.00023456 was paid.
I also asked for a cancellation or a refund because I am unable to deposit with BTC again.
Dear MostBet Casino,,
Could you comment on this?
I'll be awaiting your reply.
Hello, Dear mehrkohleatzen182 and Casino Guru!
When selecting a payment method, the client sees information about the minimum amount for a successful deposit even before making a payment.
In this case, the client paid 0.00017582 BTC, but the minimum for this network is 0.0004, so the client needs to pay 0.00022418 BTC to the minimum allowed amount, and then the deposit will be successfully credited to the game balance.
Best regards, Mostbet.
Dear mehrkohleatzen182,
Did you manage to pay the rest of the funds to the casino?
I'll be awaiting your reply.
Hello,
Thank you for the answers.
But I asked for the deposit to be cancelled.
I don't want to make another deposit.
I request that you cancel the payment.
I don't understand why the deposit in this case
I know that if you don’t pay the minimum amount
has been fulfilled no transfer is possible at all.
Dear MostBet Casino,
Could you comment on this? Would it be possible to refund the player?
I'll be awaiting your reply.
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.
Hello, Dear mehrkohleatzen182 and Casino Guru!
We have forwarded your request to the finance department and are awaiting a response. This is a non-standard situation, unfortunately we need some time to review the situation. We will get back to you as soon as we have a response. Thank you for waiting!
Have a nice day!
Best regards, Mostbet.
Dear mehrkohleatzen182,
I have discussed the situation with the casino representative outside of the complaint thread, and the only solution they suggested is to deposit the remaining bitcoin to meet the minimum deposit requirement.
I'll be awaiting your response.
