BitWin Casino - プレイヤーは最初のデポジットで問題を経験しました

Hello, today I made a deposit of €25 via Litecoin.

after 6 confirmations in the blockchain (about 30 minutes) there was no money on it. I contacted the live chat and they said it could take up to 2 hours. After 3 hours there was still nothing on it, so want to contact the live chat again. No more live chat available, written to support (email) received no answer. It's been over 5 hours now. I'm opening the case because I don't expect to receive any more payment.

Hallo ich habe heute eine Einzahlung über 25€ via Litecoin getätigt.

nach 6 Bestätigungen in der Blockchain (ca.30Minuten) war kein Geld drauf. Habe den Livechat kontaktiert dieser meinte es könnte bis zu 2 Stunden dauern. Nach 3 Stunden war immer noch nichts drauf, also wieder den livechat kontaktieren wollen. Kein livechat mehr verfügbar darauf hin dem Support geschrieben (E-Mail) keine Antwort erhalten. Das Ganze ist nun über 5 Stunden her. Ich eröffne den Fall weil ich mit keinem Zahlungseingang mehr rechne.

Dear Tim1993,

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 made any successful deposits before?

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.

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

Best regards,

Kristina

Hello this was my first deposit at this casino. The support answers it would be clarified but we are not really making any progress.

Hallo dies war meine erste Einzahlung in diesem Casino. Der Support antwortet es wäre in Klärung aber wirklich voran kommen wir nicht.

I still have no solution after 4 days. No money back no money in my player account the casino should get a warning urgently

Ich habe nach 4 Tagen noch immer keine Lösung. Kein Geld zurück kein Geld auf meinem Spielerkonto das Casino sollte dringend eine Wahnung erhalten

Thank you very much, Tim1993, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

I have since received the attached email. This email says I sent my money to the wrong wallet address. I also attached the screenshots where you can clearly see that it was the same address as stated on the casino page.

this is not only ridiculous but also the worst casino support I have ever experienced.

Inzwischen habe ich beigefügte Email erhalten. In dieser Mail steht ich hätte mein Geld an einen falsche Wallet Adresse geschickt. Habe auch mal die Screenshots beigefügt wo man eindeutig sieht das es die selbe Adresse war wie auf der Casinoseite angegeben.

das ist nicht nur lächerlich sondern zugleich der schlechteste Casino Support den ich jemals erlebt habe.

Tim1993,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite BitWin Casino to the conversation to participate in the resolution of this complaint.

The money came into my casino account today. Still, I don't find the reaction particularly pleasing

Das Geld ist heute auf meinem Casino Konto eingegangen. Dennoch finde ich die Reaktion nicht gerade erfreulich

Hi Tim1993,

I'm glad to hear that your funds were credited to your account. From our experience, the first deposit may take a bit longer, especially if verification is needed. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Peter