1Bet Casino - Hráčův vklad nebyl nikdy připsán na jeho kasino účet.

I deposited 300€ via my e wallet (Coinbase) via bitcoins. The payment was already shown as failed in the casino while the transaction was not yet complete. However, the money was debited from my wallet. I sent an email to the casino with all the required screenshots. In response, I received an e-mail saying that a screenshot of my online banking was needed. But I deposited with my e wallet. Nevertheless, I sent a screenshot of my online banking, which at least proves the deposit on Coinbase. Repeated inquiries via the casino's live chat remained pointless, they only refer to the fact that the responsible department will take care of it as soon as possible. When asked why I should send a screenshot of my online banking, the answer is simply that the responsible department will take care of it. I couldn't verify the site either. Apparently this only works with the first payout on this page. Attached are the screenshots of my bitcoin transfer

Ich habe 300€ über mein e wallet (Coinbase) via Bitcoins eingezahlt. Die Zahlung wurde im Casino bereits als fehlgeschlagen angezeigt, während die Transaktion noch gar nicht abgeschlossen war. Das Geld wurde aber von meiner Wallet abgebucht. An das Casino habe ich eine email mit allen erforderlichen Screenshots geschickt. Als Antwort bekam ich eine e-mail in der Stand dass ein Screenshot von meinem Online Banking gebraucht wird. Ich habe aber mit meiner e wallet eingezahlt. Ich habe trotzdem ein Screenshot von meinem Online banking geschickt, welcher zumindest die Einzahlung auf Coinbase beweist. Mehrmalige Anfragen über den live chat des Casinos blieben sinnlos, sie verweisen immer nur darauf, dass die zuständige Abteilung sich schnellstmöglich darum kümmert. Auf Nachfragen warum ich ein Screenshot von meinem Online banking schicken soll wird einfach nur weiter geantwortet dass sich die zuständige Abteilung darum kümmert. Eine Verifizierung konnte ich auch der Seite nicht durchführen. Anscheinend geht das erst bei der ersten Auszahlung auf dieser Seite. Anbei die Screenshots von meiner Bitcoin überweisung

Dear Odysseus,

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 which takes approximately one month. In these cases, the casino has its hands tied. Meanwhile, I would strongly recommend not depositing 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 have been provided a unique one when opening the account? Was it your first deposit in this casino?

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

Best regards,

Petronela 

Hello. It was my first deposit. I sent this to the wallet address the casino gave me. I don't know if the address applies to all players.

In any case, I made another minimum deposit (€10) via bitcoins and noticed that I was then given a different address. I then canceled the deposit.

Hallo. Es war meine erste Einzahlung. Ich habe das zu der wallet Adresse geschickt, die das Kasino mir gab. Ich weiß nicht ob die Adresse für alle Spieler gilt.

Jedenfalls habe ich nochmal eine mindesteinzahlung (10€) via bitcoins gestartet und festgestellt, dass mir dann eine andere Adresse genannt wurde. Diese Einzahlung habe ich dann abgebrochen.

Thank you very much, Odysseus, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@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.  

Thanks. The problem is done. the money has now arrived.

Danke. Das Problem ist erledigt. das Geld kam inzwischen an.

Hello Odysseus,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite 1Bet Casino to join the conversation and participate in the resolution of this complaint.

Dear 1Bet Casino,

Can you please provide an update on the status of the player's deposit? Why have the funds not been credited to the player's balance?

Thank you.

Kind regards,

Tomas

The problem is done. The money arrived today. Thanks

Das Problem ist erledigt. Das Geld kam heute an. Danke

Dear Odysseus,

I'm glad to hear that your issue has been resolved successfully. 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,

Tomas