Win A Day Casino - Player's withdrawal stuck on pending.

I cash out $400 to my Bitcoin account on my cashapp acc and the Bitcoin was rejected because it was sent from an unsupported asset. I had to reverse the transaction into a different Bitcoin address(Coinbase)and now it's been 4 days and it's still pending. I reached out to all customer support and none has been able to help me. Winaday says they sent it so they can't do nothing but they are sending it from an unsupported asset which they won't help resolve the issue.

Dear Kelly1993,

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.

• Could you please advise if you used the same payment method to deposit funds into your casino account?
• Was it your first withdrawal from this casino?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

Best regards,

Petronela

Yes when I deposited, I sent it thru my Bitcoin account in cashapp. So when I made my withdrawal I assume it would be easier to withdraw to the same Bitcoin account. It is my first withdraw and I sent them all the right paperwork they needed to verify my account.

Thank you, Kelly1993, for your reply.

• Can you please inform us whether you received confirmation of successful verification?
• Is there any evidence that the casino has transmitted the money as indicated to you?

Ok so I did receive the money in my Coinbase account, but I can't accept it because it was sent from an unsupported asset so, it's just sitting there pending and as I talked to Coinbase, its going to get sent back to the original sender due to it being sent from an unsupported asset.

Thank you very much, Kelly1993, 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 Kelly1993,

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 Win A Day Casino to join the conversation and contribute to the resolution of this complaint.

Hi Kelly1993,

I got a response from a casino representative on Skype. I will sum up the issue here: The casino sent you the funds to your Cashapp. The Cashapp couldn't receive the funds, so you were asked to send it to a different wallet. You chose Coinbase, however the chosen fee was too low. The casino support told you to increase the fee on several occasions for the transaction to get through. My question now is, have you received the funds yet? If not, have you increased the fee?

I don't know how I'm suppose to increase the fee. My Cashapp customer support says it's from an unsupported asset that's why it couldn't be accepted. I will upload what my Coinbase account look like. It's been pending

Hi Kelly1993,

Have you asked Cashapp support to increase the fee for the transaction as suggested by the casino? Alternatively, have you contacted Coinbase regarding the issue as suggested by Cashapp support? I don't think the casino can help you with this if the transaction is stuck between Cashapp and Coinbase.

Hey everyone,

This is Jack Jelinek from Winaday, hoping all is well. 

I'd like to provide with an official statement on this unfortunate event of player's funds being stuck, as we see the case summary being slightly off. So just to reiterate:

* the player withdrew $400 on Dec 13, having selected BTC address as a preferred method of withdrawal

* in less than 24 hrs, on Dec 14, her winnings were processed and sent using BTC address submitted by the player (tsx id proving my words can be provided upon request)

* the player contacted us requesting us to reverse the payment, and send to another Bitcoin address instead claiming an 'unsupported asset' was used (errr, would anyone consider BTC an 'unsupported asset'?!)

* morever, crypto transactions cannot be simply 'reversed' but as her BTC address was associated with her Cashapp account, our helpful support would still bend over backwards to have provided the player with a step-by-step how this could have been arranged (i.e. by rejecting BTC deposit on Cashapp's side and providing it with a different BTC wallet address)

* the player apparently did as advised, trying to re-route the winnings from Cashapp to Coinbase, which is the moment when things became complicated BUT with our end no longer being involved

* this additional transaction has been pending ever since due to low fee, leaving Cashapp to be blamed (by paying 5 sat/B when standard fees are ~200 sat/B)

* another helpful advice came from our end to check with Cashapp to increase the fee to which the player hasn't responded, leaving the tsx pending as of the time of writing

TL;DR 

We paid the player in time, even provided several helpful above-standard advices to reinstate the situation and are no longer involved in process of the funds being stuck between two player's ecash accounts, while the ONLY chance to remedy the situation is an intervention on Cashapp's side to increase the low fees causing this transaction to be stuck

Wishing player luck while dealing with Cashapp helpdesk, finally arranging the payment of player's winnings to be settled 🤞

Yes this complaint was written awhile ago and I'm in the process of getting answers from Coinbase right now. They keep having to send my case somewhere else. And I agree that u guys sent it to me but, for some reason it's being sent from an "unsupported asset". Can someone pls clarify to me what does "unsupported asset" mean?

Thank you Jack for clarification. The summary will be updated.

Dear Kelly1993,

The casino has already honored and sent your winnings, and they even made an effort to advise you. Since they can't influence the outcome of this now, your complaint will be rejected. I would direct your question about BTC being an 'unsupported asset' to the Cashapp support. Thank you for using our complaint resolution center and wish you good luck with the withdrawal.

Best regards,

Peter