mBitCasino - プレイヤーの預金は失われたと主張されます。

i made a crypto payment. I’m very familiar with crypto I sent 29xrp to the address and the tag everything was correct but there was 1 number missing. Destination tags ensure that the deposit gets credited to the right account. Since there was 1 number missing it’s likely that money has been credited to the address but nowhere to go. When I asked they told me the money is lost and unable to be recovered. Thinking i knew nothing. I was lied to and made to think the mistake was irreversible but in this case it is not. The address was right which means they were trying to keep my deposit and give reasons why the money was still in the blockchain when it is not

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with mBitCasino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please share the details of the transaction so that we can verify it using an independent explorer?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

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Dear Mtn995,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru

We’ve reopened this complaint at the request of Mtn995. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Player's message:

hi i would like to reopen this case as many times after this i have deposited money and there was a missing number. i was unable to find get the transcripts because that wallet was closed

Dear player,

• Could you please share the details of the transactions so that we can verify them using an independent explorer?
• Could you please share with me your communication with the casino discussing the issue? Send emails or chat transcripts as evidence of the incident to my email at tomas@casino.guru, or post screenshots here

my commincation with casino was very unhelpful as i have done this multiple times lost multiple deposits all because either i was missing a letter number or the tag number was incorrect altogether. First they said any amount under 100 their "Payment" provider cannot recover the funds. They even said the funds are lost in the blockchain. I checked the txid confirmations went through. but because the tag number did not belong to anyone the money could not be allocated so they kept it.

Thanks for your reply and the information provided via email.

Kindly provide evidence that you were in contact with the casino and what the support of the casino responded regarding the issue. We would like to review this evidence before proceeding further. I apologize for the inconvenience.

Send this information to my email at tomas@casino.guru

Dear Mtn995,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru

We’ve reopened this complaint at the request of Mtn995. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Player's message:

hi sorry i wanted to put all my lost deposits together to save myself from putting multiple claims. can i request to reopen this case

Dear Mtn995,

Could you please explain which destination tag the casino informed you to use?

Could you please share the hashes of the other 2 transactions? The ones you shared in text couldn't be found; only the link to xrpscan led to a valid transaction.

Thanks in advance for your cooperation.

oh sorry ive resent the hash to the email. So i i had made deposits with other casinos at the same time i was making deposits to mbit mixed up the tag number.

Dear Mtn995,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Stefan (stefan.m@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear Mtn995,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from mBitCasino to join this conversation and assist in addressing the complaint.

Dear mBitCasino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

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.

Hello, apologies for the delay.

We are examining the case.

Thank you for your patience and understanding.

Best Regards.

Hello,

Regarding the presented situation, the client recently received, for a second time, the following reply:

"Thanks for waiting! I checked, and I can see your request was already escalated a few months ago, and it has been determined that you sent the XRP deposit with an incorrect tag, which is why the transaction was not processed and not credited to your account. Unfortunately, the transaction amount is not enough to restore, and the funds are considered lost, according to the payment provider's policy. Unfortunately, your deposit is under the specific amount. In this case, we are unable to make a recovery of those funds. I appreciate your understanding."

This was a result of the fact that the funds were sent to the correct address, but the destination tag was not completed correctly.

We have escalated the situation to the payment provider for a recovery attempt. But, since the amount was below their minimum threshold, they did not attempt the funds recovery.

The client is solely responsible for the correct deposit of funds. Blaming us for something that they admit to having done wrong is not the correct way to go.

Thank you for your patience and understanding.

Best Regards

Dear Mtn995,

The funds were sent to the casino with an incorrect destination tag, and unfortunately, the payment provider has confirmed that they are unable to recover the transaction. As a result, there are no further steps the casino can take in this matter.

Given these circumstances, we will proceed with rejecting the complaint. Thank you for your understanding. I am truly sorry that we were not able to assist you more effectively in this situation, as we always strive to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again in the future if you encounter any problems with this or any other casino. Our team will always be here to support you.

Kind regards,

Stefan

Casino.Guru