Fairspin Casino - Hráčův vklad byl ztracen.

Good evening,

7 days ago I deposited 400 dollars TFS token with Metamask.

Action is confirmed.

To date I have not received the money.

When I ask, I only get the answer

"At this moment we have not received any actual updates. We are waiting for an update at the start of a new business week. As soon as there will be any updates - we will inform you immediately"

Without concrete information, I am put off every day.

Hope you can help me here.

VG

Guten Abend,

vor 7 Tagen habe ich 400 Dollar TFS Token einbezahlt mit Metamask.

Aktion ist bestätigt.

Bis heute wird mir das Geld nicht gutgeschrieben.

Auf Nachfrage erhalte ich nur die Antwort

"At this moment we have not received any actual updates. We are waiting for an update at the start of a new business week. As soon as there will be any updates - we will inform you immediately"

Ohne konkrete Informationen, jeden Tag werde ich vertröstet.

Hoffe ihr könnt mir hier weiterhelfen.

VG

Dear Dfse11,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please, could you clarify if you have tried contacting your payment processor regarding this issue? Was it your first deposit in this casino using this payment method? Please could you forward the payment receipt or similar confirmation of the transaction and any relevant communication to my email at tomas@casino.guru? I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Tomas

Hello Tomas,

I sent you an email with the payment receipt.

VG

Hallo Tomas,

habe dir eine Email geschrieben mit den Zahlungsbeleg.

VG

Greetings,

Dear Player, Tomas,

According to the information from our technical department, player's tokens were sent in the wrong network.

Unfortunately, it is not possible to recover the funds.

We're sorry for the inconvinience.

In order to prevent such situation in future we suggest to pay attention to the instructions presented in Deposit section of our platform.

Regards,

Fairspin Support Team

This is simply wrong, sent the tokens into the network as stated. (I sent evidence to casino guru)

Another deposit arrived the day before

Das ist schlicht falsch, habe die Token in das Netzwerk geschickt was angegeben war. (Nachweise habe ich an casino guru geschickt)

Einen Tag zu vor kam eine andere Einzahlung ja auch an

After consultation with the support, the error lies with Fairspin.

"We contacted the provider again. Unfortunately, the transaction was sent on the BEP20 network while the TFS token supports the ERC20 network. Thus, the transaction is considered cross-chain."

I sent the tokens to the BEP-20 specified, exactly as it said there.

Find it bold now to say it's my fault!

Nach Rücksprache mit dem Support liegt der Fehler bei Fairspin.

"Wir haben den Anbieter erneut kontaktiert. Leider wurde die Transaktion im BEP20-Netzwerk gesendet, während das TFS-Token das ERC20-Netzwerk unterstützt. Somit gilt die Transaktion als Cross-Chain."

Ich habe die Token an die angegebene BEP-20 gesendet , genau wie es dort angegeben war.

Finde es dreist jetzt zu behaupten es wäre meine Schuld!

Thank you very much, Dfse11, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

I mistakenly replied with another answer for another customer . We will come with a response as soon is possible .

Hello Dfse11,

I'm taking over your complaint. Let's wait for the casino's statement.

Dear,

All

We would like to notify you that this issue has been successfully resolved.Funds sent by the user have been successfully recovered and credited to user’s wallet

Respectfully,

Fairspin

I can confirm that! The coins are in my account

It's a shame that I had to go through Casinoguru here.

Now where was the problem?

If I wanted to pay again.

Many thanks also to the team at Casinoguru

Das kann ich bestätigen! Die Coins befinden sich auf mein Konto

Schade das ich den Weg hier über Casinoguru gehen musste.

Wo lag den nun das Problem?

Falls ich nochmal einbezahlen wollen würde.

Besten dank auch an das Team von Casinoguru

Dear,

All

We would like to clarify that this inconvenience has been caused by a minor technical issue which has already been successfully fixed and should not happen again

If you ever encounter any additional difficulties, please do not hesitate to reach out to our Customer Support team via LiveChat or e-mail. We work 24\7 and will be glad to help you with any questions.

Respectfully,

Fairspin

Hi all,

Thank you for your replies.

Dear Dfse11,

I'm glad to hear that your issue got resolved. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Peter