Yabby Casino - Player's Bitcoin deposit not credited to casino account.

Dear gpro54,

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,

Thank you for the quick response. I have reached out to the payment provider. That's who gave me the hash receipt. All they'll do is point out the fact that it was confirmed 12 times on the blockchain that is was received by the casino.. and they're right. That's what the receipt shows.

A one time individual address is provided every time you make a deposit and can only be seen by me.

Please let me know if you need any other information from me!

Thank you,

Greg M*****

Thank you very much, gpro54, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.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.  

Hello gpro54,

I am so sorry to hear you haven't received the Bitcoin deposit. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Yabby Casino representative to join this conversation and participate in resolving this complaint.

Dear Yabby Casino,

Could you comment on this?

Thank you in advance for providing the information.

Hi Greg,

Hi Stefan,

Hope you are both well.

After thoroughly examining the player's deposit activity and cross-referencing it with our transaction records, we've found that the crypto address provided by the player wasn't generated by our Processor. We recommend the player contacts their provider to trace the funds.

Additionally, all recent deposits initiated by the player have been successfully processed, and there are no pending transactions for their account.

Should you have any further questions, feel free to reach out.

Best Regards,

James Peterson

Yabby Casino

Hello gpro54,

Could you follow the casino's instructions and contact the provider to trace the funds?

I'll be awaiting your reply.

Dear gpro54,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.