SpinBet Casino - Player's deposit is delayed and missing.

Hello, I need your help, because I myself cannot solve the problem in cooperation with the casino. I registered at the spinbet casino and made two deposits on 10/01/2024 and 10/02/2024 using cryptocurrency: trx. my deposits were credited almost instantly. Then later I decided to make another deposit, but I already increased the amount. I deposited 1437.2 trx but my funds were never credited to my account. I immediately contacted support and provided them with hash of transactions so they could track my deposit. 5 days have already passed. My funds are still not credited to my account. They then asked me to send my documents and a selfie with them, I did all that and they verified my account but my funds were never credited to me. I have contacted their support numerous times and they always say that their payment team is working on it. But 5 days have passed and they still don't credit my funds and return them to my crypto wallet. I told them that if they don't want to credit my deposit, then let them return the money to my crypto wallet. They say they don't have the funds, that they are contacting their payment provider to find my funds, but unfortunately after 5 days they still can't find my money. This is so absurd because cryptocurrency is very easy to track and I will provide screenshots in this message that prove my money is in them from the moment I sent it to them. I will send a screenshot of their deposit address and show a screenshot of my transaction to them. as well as the blockchain screenshot shows that the amount I sent is absolutely correct on the company's account, which is linked to my account. I am asking you to help me get my money back, which the spinbet company is trying not to give me. And they says that they have no money. I really hope for your help. I see that their license expires on November 1st, so there is a possibility that they plan to steal players' funds and never give them back

Dear Melfestar, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate, but bear in mind, that it’s a complicated process that takes approximately one month. In these cases, the casino usually has its hands tied. 

I’m sorry that we couldn’t be of much help at this time. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding. 

Best regards, 

Veronika

Thank you for your reply. I have contacted my payment service provider numerous times. They confirmed that my funds are in the Spinbet company. And they gave me the hash of the transaction, which also confirms it. If you look carefully at the screenshots I provided in my complaint, you will see my funds in the account at this casino, but they refuse to credit them to my account or return them to me. They say they don't have my money. Please see the screenshots that confirm this in the blockchain

Could you kindly forward me the communication between you and the casino regarding the lost deposit? Additionally, please share the correspondence you’ve had with your payment provider on this matter. You can send everything to my email at veronika.l@casino.guru. Thank you for your cooperation, and I look forward to assisting you further.

I have sent the text files to the veronika.l@casino.guru.

Thank you for the email with chat transcripts. I completely empathize with your frustration, Melfestar. As I mentioned previously, the process of locating and refunding your funds to your bank account or crediting them to your casino account may take some time. In order to give the casino sufficient opportunity to investigate and resolve the issue, I will extend the timeline for an additional 17 days, making it a full month. If no progress is made by then, we will step in and intervene. Let's remain optimistic and anticipate positive news regarding your deposited funds.

Thank you for your patience and understanding in advance.

Veronica, I'm sorry, but what kind of optimism are we talking about? My screenshots and transaction hashes clearly prove that my funds are in the Spinbet company account. Why should I be optimistic when I deposit $200 to enjoy the game and get 0 in return? My deposit is not credited, although any person who knows how to use cryptocurrency can clearly say: the deposit was received by them within 10 minutes after I sent it. Keep optimism, and maybe my deposit will be found? Would you like to suggest that your affiliated casino clarify how it happened that the funds are in them but they do not credit me? Or lower their rating because they have been hiding my money for more than 13 days? Maybe you have a closer arrangement with this casino that I don't know about? because it seems you are trying to do everything to give them plenty of time to use other people's money. Don't you think so? Because it seems to me that this is the only logical explanation of your attitude to this matter

I apologize for the misunderstanding. The extended timeline is meant to allow the casino and the payment provider ample opportunity to investigate the issue thoroughly and provide clarity on your funds. I assure you that our goal is to ensure your concerns are taken seriously and to facilitate a resolution as quickly as possible.

Have you received any updates regarding your deposit?

If your money has not yet been credited to your casino account, please send me the bank statement from the date you made your deposit up to this day at veronika.l@casino.guru.

Dear Melfestar,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.