Wolf Winner Casino - Player's deposit is not credited in their account.

I deposited on the casino using bitcoin. The transaction was completed but the money was never credited to my account.

I emailed the casino telling them to ad the funds and they responded to contact my platform. The problem is that the deposit was made via BTC and I can see on the blockchain that the funds are in the address they asked me to deposit in. (please refer to the screenshots)

Can you help me sort this out

Dear ston98dd,

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?

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

Best regards,

Petronela

Hello, I believe the address was a Unique one, I cannot be 100% sure.

This was my first deposit at the casino

If we check the blockchain we can see the transaction complete

Thank you very much, ston98dd, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.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 in the near future.  

Hello ston98dd,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter.

We would like to invite Wolf Winner Casino to join the conversation.

Dear Wolf Winner Casino,

Could you kindly verify ownership of the Bitcoin address 3JJBk1MHGe5Qn6xwpahXXCikAaQ7bNdcs6? If this address belongs to you, the player's deposit transaction is readily traceable in the blockchain explorer, showing receipt. As such, it should be duly reflected in the player's casino account. Can you please double-check this on your end?

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’ which may negatively affect its rating.

Dear Michal 

Please note that, after the investigation, the transaction in question was not credited into our wallet, our provider confirmed that funds were refunded and the refund in question was actually claimed by the player. 

Kind Regards

Chuck

Thank you for your response and the provided explanation, Chuck / Wolf Winner Team.

Dear ston98dd,

Can you please confirm that you received your funds back so that we can consider this complaint resolved?

Hello, I did receive it yesterday.

Thank you for helping me resolve this.

Thank you for the confirmation, ston98dd.

As the complainant confirmed that the funds were successfully received, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.

Thank you in advance for your time. 

Best regards,

Michal

Casino.Guru