PeerGame Casino - Player's deposit is not credited to the account.

Dear JakubDK,

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?

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Petronela

Hi Petronela!

Peergame is connected to my HandCash wallet. I'm 100% sure payment provider is not guilty.

There is no deposit adress or unique deposit adress. It's a peer to peer casino. When I make a bet

a transaction is sent on the blockchain and hash of that transaction is partially a random numer,

as I understand. It takes 5-6 seconds from me making a bet (transaction) to funds come back to me.

There was a problem with their software that didn't recognized transcaction that was formed with

a lot of individual inputs(hundreds of them) so I tried to deposit directly as I thought it is safer,

unfortunately I'm not lucky, because the same problem appeared.

Kind Regards,

Jakub D. K*****

Thank you very much, JakubDK, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.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.  

Hello JakubDK,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite PeerGame Casino to join the conversation and participate in the resolution of this complaint.

Dear PeerGame Casino,

Can you provide any further information about the player's missing funds?

Kind regards,

Adam

Hi CasinoGuru, thanks for reaching out on this.

We fully resolved the issue with the player last week. He was made whole, we patched the issue, and the player was compensated fairly for the delay this caused.

Thank you,

PeerGame

Hello PeerGame Casino,

Thank you for the update.

Dear JakubDK,

Can you confirm that the matter has now been resolved?

Kind regards,

Adam

Hello Adam, I was compensated and the case is resolved.

Thank You and have a nice day.

Dear JakubDK,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not 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,

Adam