N1 Bet Casino - Player’s struggling to receive a refund.

On May 26, 2022, I registered at this casino and decided to replenish my balance by 2000 Usdt. After sending, it turned out that I made a mistake and sent the money to the TRX wallet. I made a mistake myself and transferred the money incorrectly. I know that my transaction is not difficult to recover with a private key from the wallet and I contacted the casino support. They said that they would need 40 days to recover (I don't understand why it took so long) and a 10% commission for this. I agreed. 40 days passed after which I wrote to them. They replied that they are very busy and they need another 20 days to restore the transaction. It's very funny but after another 20 days they again say that they are very busy and they need "a little more time". I am sure that they are not doing anything and are playing for time on purpose. I beg you to help me, I'm sure they will not give the money without your help and will always say that they need more time.

Dear alexgooglov007,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you been advised if any personal documents are needed from your side to process a refund? Have you deposited any funds into this casino in the past?

If there’s any relevant communication, please forward it along with a screenshot of the payment to petronela.k@casino.guru.

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Sent to your mail

Thank you very much, alexgooglov007, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej (andrej.p@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Dear alexgooglov007,

I have read through this thread as well as the forwarded e-mails and I understand the situation. I’m sorry to hear about your problem. I’ll contact the casino team and try my best to get the issue resolved as soon as possible.

I would like to invite the representatives of N1 Bet Casino to join this conversation and participate in the resolution of this complaint.

Dear casino team,

Could you please indicate a timeframe in which we can expect some progress on this matter?

Hi alexgooglov007,

We reviewed your request and are ready to provide an you with a small update.

Your concern in regard to a transaction recovery has not been missed or ignored: once we received feedback about your problem due to a mistake, our team forwarded your request to the appropriate department for a detailed review and resolution.

We were indeed advised that the entire process could some time, but due to the workload of the team, there wasn’t much time to process this cross-chain within the appointed time time.

Our casino regrets that we could not help you on time. By this time you could already receive a letter from our support that the transaction was restored.

Best Regards,

N1Bet Casino

Thank you, N1 Bet Casino team, for the reply and for providing the update. We’re glad to hear the good news.

Dear alexgooglov007,

Could you please let us know if you’ve received the e-mail from the casino’s customer support? Looking forward to hearing from you.

I’m setting the timer for 7 days.

Dear alexgooglov007,

Could you please comment? I’m extending the timer by 7 days. Kindly note that in case you don’t reply in the given time frame, I will have to reject your complaint.

Dear all,

Unfortunately, we’re forced to reject this case because alexgooglov007 has stopped responding to our messages and questions. Without his cooperation, we’re not able to proceed with the investigation or suggest possible solutions.

The player can reopen this complaint anytime.