TrustDice Casino - Player struggles with unresolved deposit issue.

Said my tether deposits were not recived I have the transaction hash to prove it

Dear Justindennis22,

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?

Was it your first deposit in this casino?

If you have any supporting evidence, please forward it to petronela.k@casino.guru.

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

Best regards,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

No they were not visible and yes it was my first time

Hi Justindennis22,

• Could you please forward the payment receipt?

Thank you.

Thank you very much, Justindennis22, 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 Justindennis22,

I'm taking over your complaint. Let me ask you a question. What blockchain/cryptocurrency did you use to make the deposit?

I used erc-20 teather on the bnb network

Thank you Justindennis22,

I've looked at the hashes and the transactions seem to be successful. One of them is 50 BSC USD and the other 413.13586416 DOGE. Allow me to reach out to the casino and make every effort to assist you. I would like to invite TrustDice Casino to join the conversation and contribute to the resolution of this complaint.

Oh I got one hash worn it should be two transaction of 50 usd

0x35a93fdc867163a52ffb579f2b783c51fe767187bd039de2a337a14e717b155d

0x1c905f7e2d4dbd276302b40b020ab540c82807daeb5fe6e8fc14be90ca95c4d4

These are the two correct has the one on top is the one in the previous reply and the second one is the second attempt I'm pretty sure both have the same receiving address and that address I got from trust Dice

Hi there

Thank you for feedback regarding this case.

We want to express that the email and username given is not registered with any TrustDice player we have.

We would like to request a verified TrustDice username and email in order to get more details and work towards resolving this matter.

We sent an email to (peter.m@casino.guru)  with extra details

Regards,

TrustDice Team

We thought "Player ID: Killyouj21 Player e-mail: Killyouj21@live.com" being shown is what you used on TrustDice. Nevertheless, we have forwarded the issue to our Customer Support team for more details.

Thank you.

Thank you TrustDice Casino team. Looking forward to more details.

Where did you get the email and I'd from . Thatsbis not what connected to my profile

Hi there

Thank you for feedback and your patience.

We sent an email to (peter.m@casino.guru) with extra details conducted by our risk management team.

Regards,

TrustDice Team

Why would you not post them for myself to see?

Thank you for your feedback.

Upon further investigation by our risk management team, here's a summary of our findings and supporting details:

1. Deposit Issue:

The player made two USDT deposits using a network unsupported by TrustDice.

Transaction hashes for reference:

0x35a93fdc867163a52ffb579f2b783c51fe767187bd039de2a337a14e717b155d

0x1c905f7e2d4dbd276302b40b020ab540c82807daeb5fe6e8fc14be90ca95c4d4

Both deposits are USDT deposits, not Doge.

2. Supported Networks and Disclaimer:

TrustDice supports only ERC20 and TRC20 networks for USDT deposits.

We have a clear disclaimer on the deposit page about the risk of losing funds if sent through the wrong network.

3. Player Communication:

The player reached out via chat twice, and we provided an explanation regarding the deposit issue.

In these conversations, the player mentioned USDT deposits, not Doge.

Please feel free to reach out if further clarification is needed.

Kind regards,

TrustDice Team

Thank you TrustDice Casino team for the explanation.

Dear Justindennis22,

I received an explanation of what happened from the casino. The two USDT deposits were made using a network unsupported by the casino. The casino supports only ERC20 and TRC20 networks for USDT deposits. There is a disclaimer on the deposit page about the risk of losing funds if sent through the wrong network (please see pictures below). I'm afraid, your funds are lost and there's no way of retrieving them.

Then why did meta mask tell me the fund were recived and sent back out to another wallet

Who said anything about dodge coin ? I said they were teather erc-20 what the the network i sent them from uses for treather is erc-20 . But it seems to me like no one is actually listening yo what i say read the while conversation . Can you not see the discrepancies in it

Dear Justindennis22,

Unfortunately, I won't be able to help you. The deposits were clearly made on BEP-20 network and that is the reason why the funds are lost. I've only mentioned Dogecoin because one of the hashes you sent was a Dogecoin transaction. I'm afraid your complaint will be rejected. Since you had a few complaints with us and in each of them there is some unclarity and confusion about your crypto deposits, I suggest being a little bit more careful with depositing via cryptocurrencies to avoid losing money. I wish I could be of more help.

Best regards,

Peter