Stellar Spins Casino - Player has not received her winnings.

I have not received my winnings from this casino because it seems they have processed my withdrawal to the wrong crypto address. They somehow mistakenly sent the funds to my depositing address instead, that is the address where I originally sent my deposit to play at the casino. It's worth mentioning that I have successfully received payment into the same crypto wallet from several other casinos without any issues, but only Stellar Spins have managed to make this odd mistake. I've emailed them and provided screenshots that proves it is an error on their behalf but the casino have denied all accountability and insists that they have sent the funds to the correct address. I'm not sure what else to do apart from enlisting your help in hope to resolve this matter. Please see below for a timeline of this event and sorry for the lengthy explanation but the whole thing is rather bizarre and quite confusing, so please bear with me. Much thanks.

On July 3, 2022, I made a deposit of $45.96 AUD to Stellar Spins Casino using bitcoin as the payment method. I won $600 AUD and submitted a withdrawal request for that amount. At the time, I noticed that their withdrawal page was missing a crypto address field. Other casinos would have a space or box where you can put in your receiving crypto address, this ensures funds will be sent to the correct address. However this option was missing from their withdrawal page, which I thought was strange. I emailed them to raise this concern and in the email I clearly stated my receiving btc wallet address and instructed them to send the funds to that address. 

(see attachments - Email_1_220703 &

Screenshot_2_Withdrawal Page BEFORE)

On July 5, I received an email from the casino requesting proof of my crypto address. I sent them a screenshot from my Exodus wallet showing my receiving btc address which begins with "bc1", as well as a screenshot of a transaction record showing the btc address beginning with "3M", where my deposit of $45.96 AUD was sent on July 3.

(see attachments - Email_2_220705)

On July 12, I received an email advising that my withdrawal request of $600 AUD have been processed and funds had been sent to my receiving address. However I did not receive any funds and upon checking the crypto address stated in their email, I realized they made an error. The address mentioned in their email was NOT my receiving btc wallet address but it was actually that depositing address beginning with "3M". For me it's easy to distinguish the difference between the two addresses because I know that my receiving btc address from my Exodus wallet always begins with "bc1". I'm not sure how this mix up could have possibly occurred for them, but when I contacted support via live chat the representative was confident that they have sent the funds to the correct address. It is extremely frustrating because I have proof that they have gotten the addresses mixed up.

And something else that seems questionable is, I have noticed some inconsistencies to my account before and after I submitted my withdrawal request. For example, I suddenly can no longer make crypto deposits, this option is all of a sudden not available on my deposit page anymore. The only deposit method available now is credit card, NeoSurf or Eezee Wallet. However after a bit of digging, I discovered that crypto deposit options are still available for other players, and it's only my account that seems to have been blocked from using this payment method. It seems rather dubious, but of course without proof I can't determine exactly the reason behind this, but I can only suggest that the casino is possibly attempting to hide their error by preventing me from retrieving my btc depositing address on the deposit page which would then match that address they claim they have sent the funds to, and therefore proof of their error.

(see attachments - Screenshot 1_Deposit Page BEFORE & AFTER)

And finally it's probably worth mentioning that their withdrawal page have since been updated with an additional box to put in your crypto wallet details which did not exist at the time I made my withdrawal request.

(see attachments -

Screenshot_2_Withdrawal Page BEFORE & AFTER)

I hope I have provided sufficient evidence to support my case, if you require anything further please let me know. I have made several deposits into this casino and finally got a nice win, but this withdrawal process has been extremely frustrating, exhausting and disheartening and I'm starting to doubt whether I would ever receive my winnings, if you could help in any way, it would be so much appreciated. Thank you. 

Dear Ninja8,

Thank you 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 made any successful withdrawals before, or was this your first attempt? Do I understand correctly that the casino sent the withdrawal automatically (or without asking you) to an incorrect address?

Do I understand correctly that the casino has not investigated the issue yet?

Hopefully, I will be able to help you with this matter as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Thank you very much for your reply, Ninja8. Is there any other relevant communication between you and the casino (other than a few screenshots attached to this complaint) that you could forward me? If yes, please send everything to kristina.s@casino.guru so we can gather as much information as possible.

Yes, I have sent an email with all my communication with the casino. Thanks.

Thank you very much Ninja8 for your cooperation. I will now transfer your complaint to my colleague Jozef (jozef.k@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 soon.

Hi Ninja8,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Thank you. I appreciate your help

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’.

It seems the casino is unresponsive. Can you advised of what my options are going forward, if there are any? If they are refusing to look into my case and rectify the issue, I would at least like to get a refund for all my deposits.

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’. The casino can reopen this complaint anytime.

Dear Ninja8,

I am very sorry, but since the casino team is unresponsive, we’re not able to proceed with further investigation. Unfortunately, the casino is an unlicensed operator with a questionable reputation on our site. In the future, I highly recommend you to choose the licensed brand with at least a very good reputation on our site. You may avoid similar problems, but also in case of any problem, the resolution would have a much bigger chance of success.

Please, be aware that this complaint will affect their reputation on our website. Let me know if you have any questions or require further assistance.

Best regards, Jozef

jozef.k@casino.guru

Hello there.

I’ve reopened this complaint as per the player’s request. I was informed that the case was resolved, and the player received his winnings.

I made one last attempt to contact the casino through live chat. They once again escalated the issue and today I finally received an email from their finance department. They advised that the funds have been deposited into the correct bitcoin address. I have received the $600 in my wallet today.

As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation, and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Best regards, Jozef