El Royale Casino - プレイヤーの預金は彼のアカウントに入金されていません。

Bitcoin deposits come out of your Bitcoin wallet and never appear in account. Deposit amounts have mysterious miscellaneous extra charge from $5-7

Dear Eugene,

Thank you very much for submitting your complaint. I’m very sorry to hear about your problem. I checked the casino’s T&Cs and I found this:

"The Company does not charge any deposit and/or payout fees whatsoever. However, the bank that the Customer used to perform a transaction, as well as any other intermediate banks/payment providers involved, may charge additional processing and/or exchange fees in their sole discretion. The Customer shall be held responsible for the full cost of such fees."

Please, could you clarify if this was your first deposit in this casino? Did you try to communicate this issue with the casino? Thank you very much in advance for your reply.

Best regards,

Kristina

Dear Eugene,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Hello, this was not my first deposit. I had made several USD debit transactions and one Bitcoin transaction that did go through. My last Bitcoin transaction was never deposited and their online customer service did not respond after multiple attempts.

Hello Eugene,

Thank you for your reply. Please could you post here a screen shot of the receipt from depositing funds into your account?

Dear Eugene,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately I don't have a screenshot from when I made th deposit on their mobile website. I only have my Bitcoin wallet screenshot.

Eguene, could you please forward the screenshot to me? My email address is kristina.s@casino.guru. Thank you very much.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.