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I accidentally sent 1147.937037 USDT (TRC20) worth approximately £900 at the time to my MyStake Casino TRX wallet from my Binance account on 4 December at 10:56. I meant to send £100 worth of TRX tokens but Binance automatically selected USDT when I went through the withdrawal process and I did not realise because my USDT and TRX holdings were so similar.

I contacted the casino on 4 December at 11:20 via live chat to ask if they can return the tokens and they said my request has been passed to the relevant department and that I should await an email from them.

I have not received any communication from the casino since 4 December. I have spoken to live chat to ask for an update several times between 4 December and now, but they just tell me that my request is with the relevant department, and they are working on it and doing their best to contact me. I am surprised the casino cannot give me any more information after three weeks of looking into my request.

Dear Roffy,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Am I correct in understanding that you deposited the wrong cryptocurrency into an incorrect e-wallet?
• Have you made any prior deposits into this casino?
• Is your account fully verified?

If there’s any relevant communication, please forward it 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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 800 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hi Petronela,

1. Yes. I deposited the wrong cryptocurrency (TRC20-USDT instead of TRX [TRON]) to the incorrect e-wallet. The e-wallet I sent the TRC20-USDT to is the TRX [TRON] e-wallet associated with my MyStake Casino account. I can see the TRC20-USDT in this wallet in the blockchain explorer (tronscan.org) because TRON supports TRC20-USDT, so it should be accessible to the casino. The casino does also support TRC20-USDT deposits, however, the casino deposit e-wallet for TRC20-USDT has a different address to the TRX [TRON] deposit e-wallet.
2. Yes, I had deposited via bank SEPA and TRX/TRON to this casino prior to this.
3. Yes, my account is fully verified.

I will email you the screenshot of the transaction in Binance, a link to the transaction in the blockchain explorer, and the casino chat transcripts (unfortunately, I do not have the transcript of my initial communication).

Thanks,

Ross

Thank you very much, Roffy, 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 Roffy,

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 MyStake Casino to join the conversation and contribute to the resolution of this complaint.

Hello Roffy,

We found that you had sent the funds in the wrong way. After reviewing the matter, 1147 USDT was credited to your account. (We converted it, and 905 GBP was credited as a result).

Kind regards,

Mystake team

Thank you Mystake Casino, and Peter and Petronela at Casino Guru. I'm satisfied with this resolution.

Thank you MyStake Casino team for your quick help.

Dear Roffy,

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,

Peter