Stake Casino - Player mistakenly deposited funds via unsupported network.

I am writing to file a complaint regarding a mistaken deposit I made on your platform. On Apr-17-2024 04:11:18 PM +UTC, I mistakenly deposited $60,000 USD in Teller USD (USDT) Bep-20 to a Tether Bep-20 Address.

I understand that this was an error on my part, and I immediately contacted their finance department via email on 17 Apr 2024, 22:21  to request assistance in recovering the funds. Unfortunately, I did not receive a response for the first two days.

On 20 Apr 2024 I finally received a reply stating that :

Hello there,

Unfortunately, I need to inform you that we are unable to recover your tokens, due to the fact they are sent via unknown protocol, and contract address cannot be verified.

Please be more careful in the future when it comes to deposits and always deposit via the network we support.

If something changes in the future and we are in a situation where we can recover tokens you sent, we will reach out to you and inform you about that.

However, I am concerned because I have learned that a similar situation happened to a friend who made a deposit mistake on Stake.com. In their case, Stake.com was able to recover the funds by deducting a 10% fee.

Given the significant amount of money involved, $60,000 USD, represents a substantial sum for me. I kindly request that Stake.com reconsider my case and explore all possible avenues to recover my USDT.

I am open to the following solutions:

• Refund the USDT to the same address from which the mistaken deposit originated.
• Credit the equivalent amount of USDT to my Stake.com account, minus a reasonable recovery fee (comparable to the 10% offered to my friend).

I have attached screenshots as evidence of the transaction.

I look forward to your prompt response and a positive resolution to this matter.

https://bscscan.com/tx/0x92c8d10ac7facbe1ce7d2af7f59b7f8007d6e1f887430eeaf74362841f5b999d

Sincerely,

InternetDad

Dear InternetDad,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem and understand your concern. Please allow me to ask you a few questions to make sure I understand your situation completely.

Have you tried contacting your wallet payment provider and inquiring if the funds could be sent back to you?

Have you made any successful deposits to this casino before?

Could you please confirm if you passed the KYC verification?

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

Best regards

Veronika

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Dear Veronika,

Thank you for taking the time to understand my situation.

payments made by metamask - Since MetaMask is a decentralized wallet, there isn't direct customer support.

However, I have successfully deposited funds to this casino from LTC and USDT before.

KYC verification is also complete on my end.

Thank you so much for your help and understanding.

Best regards,

InternetDad

Thank you very much, InternetDad, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.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.

Hi InternetDad,

I have reviewed your case and understand the situation. Allow me to reach out to the casino and make every effort to assist you. I would like to invite Stake Casino to join the conversation and contribute to the resolution of this complaint.

Dear sir,

Thank you for reaching out to us regarding your recent transaction query.

As conveyed by our Support Team, we regret to inform you that the contract address associated with your tokens contains only DEX pairs. Unfortunately, this means that we are unable to facilitate the recovery of the tokens in question. It is crucial to note that cryptocurrency transactions are inherently irreversible; once initiated, they cannot be canceled or reversed.

Additionally, we have identified that the transaction was sent via an unknown protocol, further complicating the verification process of the contact address.

While we understand the frustration this situation may cause, please be assured that our team remains committed to exploring all available avenues for resolution. Should there be any changes in circumstances that enable us to recover the tokens you sent, we will promptly reach out to you to provide an update.

Thank you for your understanding and patience in this matter.

Kind Regards,

Dear Stake Casino team,

Thank you for your effort. I'm no expert but since the funds were sent on the same blockchain (even though using a different protocol) the payment provider should be able to retrieve the funds and send them back, correct? Especially, if a similar situation occurred in the past. Let's set the timer for two weeks and see if there will be some progress.

Dear Stake Casino Support & Peter from casino guru

Thank you for your prompt response regarding my recent transaction issue. I acknowledge that I mistakenly sent Teller USD tokens instead of Tether USDT on the same BEP-20 blockchain network. on blockchain it shows the value of the token and i've bought tokens from decentralised exchange (pancake swap). i've paid for the tokens.

After searching on quora and other forums i've found if its on same blockchain then it's recoverable. I appreciate your team’s commitment to exploring all available avenues for resolution. 100% possible to recover this tokens.

i am sharing two videos that will help in recovering tokens. Hope this will help and speedup process.

Metamask - https://www.youtube.com/watch?v=qxoVJazaVwU

Trust wallet - https://www.youtube.com/watch?v=Mb89mDGkwgw

I appreciate your understanding and patience in this matter.

Thank you once again for your assistance.

Best Regards, InternetDad

Dear Casino Guru Team,

Firstly, it is imperative to note that the error originated on the user's side, specifically due to the attempt to deposit an unsupported token (Teller) into their Stake account. This token is not among the cryptocurrencies accepted by Stake. This information is clearly listed on our website under the wallet section, within the deposit and crypto categories. There, you will find all the accepted coins and the correct networks that need to be used.

Furthermore, the token in question (Teller) is a delisted not verified token with no real value. Unlike verified tokens such as Tether (USDT), Teller is a decentralized coin that merely represents a fake number without any genuine monetary backing. It purports to be equivalent to USDT but does not possess any actual value.

The transaction was also sent via an unknown protocol, further complicating the verification process of the contact address. A brief online search confirms that Teller is indeed a coin with no real value that try to imitate a stable coin.

In addition to all of the aforementioned points, it is imperative to note that this coin is not accepted by any cryptocurrency exchange. This further substantiates that this transaction cannot be recovered or exchanged.

Regrettably, we cannot be held responsible for an error made on the user's side. As is well known, cryptocurrency transactions are irreversible, and any e-wallet typically provides a warning to this effect before confirming transactions.

While we understand the frustration this situation may cause, please rest assured that our team remains committed to exploring all available avenues for resolution. Should there be any changes in circumstances that enable us to recover the tokens sent, we will promptly reach out to provide an update.

We sincerely apologize for any inconvenience this may have caused and appreciate your understanding in this matter.

Kind regards,

Thank you Stake Casino team for the detailed explanation.

Dear InternetDad,

Based on the statement above and the lack of information about the Teller token, I'm afraid I won't be able to help you. When you make deposits using crypto it's imperative to use the correct token, blockchain, and protocol to avoid such issues. Secondly, it would be more sensible to start with smaller deposits to test if everything works out. Unfortunately, your complaint will be rejected. I recommend you turn to the casino's gaming authority for further assistance (https://casino.guru/licensing-authorities/curacao-license-3). Authority has more options and tools to help players. I wish I could help you more.

Best regards,

Peter