CosmicSlot Casino - 플레이어의 보증금이 적립되지 않았습니다.

Made a deposit of €20 in Ethereum on January 7, 2024, but haven't received it in my account so far. I've repeatedly spoken with live chat but haven't received assistance. They ask for the same documents and pictures each time. They say the finance department is handling it and it should be resolved soon, but there have been no results so far. They don't care.

Dear kristoange,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process that takes approximately one month. In these cases, the casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.

• Could you please advise if the e-wallet address to deposit funds into your account was visible on the casino’s website for all the players or if you were provided a unique one when opening the account?
• Was it your first deposit in this casino?
• Could you please forward a full Transaction hash and the name of the Network?

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

Best regards,

Petronela

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

Hi kristoange,

I have reviewed your case and understand the situation. Allow me to reach out to the casino and make every effort to assist you. I would like to invite CosmicSlot Casino to join the conversation and contribute to the resolution of this complaint.

Hello Kristoan & Casino Guru Team!

As we can see for now with our back office all Ethereum on this date (07/01/2024) was canceled from the player side. But we will transfer your request with additional information (Hash) to our finance department and double-check if we ever receive this transaction.

It may take some time so we are asking for a little passion. We will come back with an answer as soon as possible.

Best regards,

CosmicSlot Team

Hello Kristoan & Casino Guru Team!

We already got some small update from the finance department in your case ( using cryptocurrencies ) we need from your side blockchain transaction link without it we can't give any info about your money.

In this case please send us additional info and we will do our best to help you.

Best regards,

CosmicSlot Team

Hi. I already sent you all the documents about it when I made a complaint to askgamblers. you didn't answer anything there. You don't care about that.

I did not cancel this deposit, if it says canceled then your system did it. but it was not canceled from coinbase, the money went away from there

Hello Kristoan!

As we mentioned earlier we need link not screenshots (without this link we can't help you).

Best regards,

CosmicSlot Team

Hello Kristoan!

We figured out why you didn’t receive your 20 euros to your gaming account. You made an Ethereum deposit through a network that we don't support and this deposit didn't go to our merchant account. You used "Base" network for transaction. Our merchant does not support this network.

Unfortunately, this money was lost - Here is the answer from our processing provider....

We understand that the situation is not pleasant, so we will credit your account with 20 eur x1 with max cashout 100 eur.

After wagering 1x, if you want, you can withdraw your balance.

Best regards,

CosmicSlot Team.

Thank you CosmicSlot Casino team for the explanation and the generous offer.

Dear kristoange,

As your funds were lost for using the wrong blockchain and the casino offered to credit you a bonus of €20 with 1x wagering, can we consider the issue to be resolved?

It can be declared resolved. But I'm not satisfied. it all took too long and the attitude of the casino was very bad. And they don't say in the rules which blockchain I have to use. I will not trust this casino from now on. Thanks Casinoguru

Dear kristoange,

Thank you for your reply. I will now mark the complaint as 'resolved' in our system. Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Casino.Guru