EuroBets Casino - プレイヤーはビットコインの入金で問題が発生しました。

I made a deposit on April 23, 2019 through bitcoin, I was originally told that my deposit was pending from their chat for over 2 months. Today I logged into the account and see that it now shows my deposit was denied on Nov 29th.  My transaction completed through blockchain and I still have the transaction and bitcoin address information as proof. The chat person still refuses to provide me with how a bitcoin transaction can possibly be denied and refuses to provide me with any credit.   

Dear Christina,

Thank you very much for submitting your complaint. I’m sorry about your problem with Bitcoin deposit. Please could you answer a few questions, so that I can fully understand what the issue is? Did you try to deposit in the past via this method successfully? Did you receive any of the funds back to your Bitcoin account, or did they get lost after the unsuccessful deposit? I hope I will be able to help you with this case. Thank you very much in advance for your response.

Best regards,

Petronela

That was my first time depositing with that casino. I have never had a problem with any other casino depositing with bitcoin.   My transaction on bitcoin shows that the casino received the funds but the casino tells me that they were never received and I have not been refunded for the transaction and it was never posted to my casino account.   On top of that the deposit was part of a promotion that I had selected and I was to be awarded the 580.00 that I won after making a successful deposit; which they claim that I never made. 

Dear Christina,

Thank you very much for your quick reply. I contacted the casino regarding your issue. Hopefully, we will receive a response soon and sort this case to your satisfaction.

Euro Bets Casino, thank you in advance for your reply. 

Best regards,

Petronela

We would like to ask the Euro Bets 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’.

Since we haven’t received any response from the casino (support nor the affiliate team) regarding the issue, we are forced to close the complaint as ‘unresolved’.

The casino can reopen this complaint anytime.

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.

We received the game history of the player showing that there was an activity after this whole incident has occurred. We have a reason to believe that the problem has been resolved successfully.

Dear Christina, could you please confirm it? Thank you very much in advance. 

I did receive a 50.00 credit applied to my account however this did not solve my issue concerning the initial transaction I completed. My initial transaction included a bonus to which a deposit was required to be made after completion of the terms and conditions. After the deposit was made I would have been entiltled to withdraw my winnings which were over 800.00. So sure they provided me with a credit for my deposit which took them almost 2 years to fix. But the rest of my money that I won, no I did not see any of that.

Dear Christina,

Thank you very much for getting back to me. I understand that it’s been a long time ago, but do you still have any supporting evidence or a communication regarding winnings that would have been withdrawn if your deposit was successful? Looking forward to hearing from you.

I have provided the promotion terms and conditions from that time frame as well as a screenshot showing my overall balance during a gameplay which was $798.50 at that time

Thank you, Christina, for forwarding all the relevant screenshots. Do I understand it correctly that $798 were your first stage bonus winnings which you would be able to withdraw if you have placed a deposit?

This promotion has been valid from 12th till 15th of April 2019 and you deposited on 23rd of April, is that right?

Dear Christina,

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.

Even if we assumed that the issue has been resolved completely, last response from the player suggested there has been another problem.

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