Two-Up Casino - Player’s withdrawal has been sent through wrong payment method.

Dear Rachid,

Thank you very much 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 requested your winnings to be sent through a bank wire beforehand? If there’s any relevant communication, please forward it to petronela.k@casino.guru.

Meanwhile, I have found this article online, would you be able to retrieve your funds following the recommended steps?

https://news.bitcoin.com/how-to-recover-bitcoin-wallet/

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

Best regards,

Petronela

Hello ,

Yes I requested bankwire as you can see in the attach , but they sent it in BTC as I lost my phone I can t recovere my wallet .

Thank you

Hello,

Could you please advise how you have deposited funds into your account?

I deposited via credit card

If you’ve deposited with credit card, why your funds were sent to Bitcoin e-wallet? Wasn’t it an option to send your winnings to the same payment method? Have you ever deposited funds via Bitcoin? 

No I never deposited by bitcoin , and I requested payout via my bank account

On which grounds casino sent your winnings to Bitcoin e-wallet? 

USD

I do apologize, I didn’t ask that correctly, why the casino has sent your money to a Bitcoin e-wallet? Based on what request?

I don t know they asked for my btc adress when I did verified my account , and then I requested payout via bankwire

Thank you very much, Rachid, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Rachid.

Thank you very much for sharing your negative experience with the Two-up Casino. We will now try to get in touch with them.

Hello Rachid.

Has the casino clearly informed you about the change of payment method (so you could react that the bitcoin address is no longer valid)?

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Dear Two-up Casino team.

Please, could you react?

Dear Two-up casino.

Please, could you specify how you obtained the proof that the amount has already been withdrawn from the bitcoin wallet?

Dear Rachid. 

Please, could you react? Have you got into your account and took the amount?

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.