Vavada Casino - プレイヤーの返金は遅れています。

I need your help.

I tried to deposit 250USD in ETH to this casino, but the deposit amount was not enough, so I cancelled the deposit and processed the refund.

However, my money was not returned to me anytime soon so I contacted the casino and they told me that they have already processed my refund.

I checked the transaction details and found that there was an error in the transaction details(out of gas). I pointed out that there was an error and dditional action required , but they just said to wait for the refund.

I can submit transaction ID, and my correspondence with them. Please help me out.

Dear Tarou,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that your payment is still pending inside the account without being processed, or it has been sent but never reached you? Could you please specify how many days ago was your refund requested? 

It’s quite usual for withdrawals or refunds to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. If your refund has been confirmed I truly believe it’s only a matter of time before you’ll receive it.

Could you please forward any relevant communication to petronela.k@casino.guru?

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

Best regards,

Petronela

Dear Pentronela,

Yes, the casino claim to refunded my money but it has never reached my wallet.

I understand that deposits from casinos can sometimes take a long time. And it was two days ago that I requested a refund. Or you may think it is too early to send a complaint.

However, it's a different story when it comes to ETH transfers, which usually take 5 to 10 minutes or even an hour at the latest, but in this case, the transaction was cancelled due to a transfer error. I don't think there is any point in continuing to wait for a canceled transfer. I think additional action is needed. 

I have sent my appeal and related materials to the email address above.

Regards,

Have you been asked to verify your account before a refund could be processed?

No, I'm not required from them. This is not a casino winnings.

I believe that the problem is only that the money belonging to me will not be returned.

I see. I will set the timer for additional 10 days allowing to casino two full weeks to process the payment and if there’s no development by then, we will intervene. Let’s stay positive and wait for the good news regarding your refund. Thank you in advance for your patience.

Hi. It's been almost two weeks now, and things have not progressed one bit. As you can see from the transaction I sent you, their refund is still in error.

I will have to ask for your intervention.

Thank you very much, Tarou, for providing all the necessary information. I will now transfer your complaint to my colleague Nick (nikolas.b@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello Tarou,

I'm Nick and I'll be assisting you from now on. I would like to ask Vavada Casino to join us and help us resolve the player's issue.

Regards,

Nick

Hello, Tarou! 

We have executed a refund immediately, the funds are gone from us, we’ve provided a transaction hash to the administrator by email. Please check again all the information - income, details, etc.. If the funds are still not received, then please provide us a link to the blockchain, we will check again.

Mr. Nick,

The deadline for responses has passed. Could you please explain the current situation?

Dear Tarou,

The casino claims that the refund was paid out. Could you please check if it arrived?

I made a mistake in inserting pic. in the wrong position. The pic is the response I got back from Cryptopay when I contacted about a refund.

Tarou, in order to check the information again, please send us the address of your wallet for a refund to this email affiliate@vavada.net

I just sent an email to your email address. The following is a transcription of what I sent.

Dear Vavada Casino,

I send you my refund address below upon your request.

Please give this address information to the payment system you are using. 

The transaction made an error and has been stopped while a month.

My Refund Address

0xBBF6C6eE0fDf351826aCeaD16b064Cd7813912B6

Regards,

Dear All,

My refund is confirmed. Thank you from the bottom of my heart.

Hello Tarou,

Thank you very much for letting us know that the issue has been resolved and you received your refund. Please do not hesitate to contact us if you will come across any other trouble again in the future.

Regards,

Nick