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Made a deposit of €500 via Bitcoin on 01/28/2023. Unfortunately I transferred via BEP20 instead of via the Bitcoin network. Which in itself shouldn't be a problem, since you can easily access the account and all deposits via BEP20.

I informed the support about this and also made all documents available. Unfortunately, for more than 3 weeks I have only gotten the answer that you forward it to the accounting department. I have a really bad feeling about this at the moment.

No one can answer me how long something like this takes or whether they can do it.

Habe am 28.01.2023 eine Einzahlung über 500€ über Bitcoin gemacht. Leider habe ich statt über das Bitcoin netzwerk über BEP20 überwiesen. Was an sich kein Problem da stellen sollte, da man problemlos das Konto und alle Einzahlungen über BEP20 abrufen kann.

Dies habe ich dem SUpport mitgeteil und auch alle Unterlagen zur Verfügung gestellt leider bekommeich seit über 3 Wochen immer nur die Antwort, dass Sie es an die Buchhaltung weiterleiten. Ich habe aktuell ein ganz schlechtes gefühl bei der Sache.

Es kann mir auch keiner beantworten wie lange sowas dauert oder ob die es hinbekommen.

Dear Eddi241,

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, casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.

If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.

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

Best regards,

Nick

Hello Nick,

What do you think the payment service provider would be in my case? Satoshi?

You already know that there is no payment provider in this case? and these are not lost but you can "simply" get them if they were transferred via the wrong network.

Hallo Nick,

was wäre in meinem Fall denn Ihrer Meinung nach der Zahlungsdienstleister? Satoshi?

Sie wissen schon das es in dem Fall keinen Zahlungsanbieter gibt? und diese nicht verloren sind sondern man sich die "einfach" holen kann wenn diese über ein falsches Netzwerk überwiesen wurden.

Dear Eddi241,

Your complaint will be now forwarded to my colleague Peter (peter.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi Eddi241,

I have looked at your case and understand the situation. It is unfortunate that you used the incorrect blockchain to send your Bitcoin. Let me contact the casino and I will do my best to help. I would like to invite Wazamba Casino to the conversation to participate in the resolution of this complaint.

Thank you very much Peter

Super vielen Dank peter

Dear Customer,

Thank you for contacting us.

We would like to inform you that the specified transaction is a crosschain transaction, which means that it was sent via BEP-20 instead of ERC-20.

Hence, we checked with the payment provider and the amount is neither with the provider nor we received this deposit.

Due to the use of incorrect network, the funds were lost. However, the payment provider can assist to get the amount refunded to the customer's account.

Please note that the refund will result in a deduction of 50 EUR + transaction fee.

Kindly provide us your confirmation of the fees, so we can inform the payment provider about the refund.

Thank you for understanding!

Sincerely,

Wazamba

Thank you Wazamba Casino team for clarification. I'd like to ask you to forward the contact details and instructions on how to get the refund to Eddi241.

Dear Eddi241,

Please follow the instructions in order to get the refund. I'm afraid this is the only solution to this problem and we can't blame the casino for the situation. Please let me know when you receive your funds.

Dear Team,

The customer has to inform us that he agrees to the charged fees of 50 EUR + transaction fees.

Once we get the confirmation, we will inform the payment provider to assist in refund.

Thank you for your co-operation!

Best wishes,

Wazamba

Hello Wazamba team,

I agree to the costs.

However, when you make a deposit, it doesn't say anywhere that you should deposit with ERC-20.

LG EDDI

Hallo Wazamba Team,

ich bin mit den Kosten einverstanden.

Wobei bei euch aber bei der Einzahlung nirgends steht, dass man mit ERC-20 einzahlen soll.

LG EDDI

Dear Customer,

We contacted the payment provider for the refund and due to technical limitation they are not able to deduct the funds that will be charged to the provider from the refund amount. Hence, we kindly ask you to first make a deposit of 50 EUR to your gaming account using the correct cryptocurrency network.

Kindly be informed that the refund in the total amount of 500 EUR will be made from the payment provider.

In addition, please note that the transaction fees will be requested separately by the payment provider to the same address and in the same format that you used mistakenly while making the deposit.

We apologize for the inconvenience caused to you and thank you for your co-operation!

Sincerely,

Wazamba

Hi all,

Thank you for your replies.

Dear Wazamba Casino team,

Please consider making the deposit information more clear for the players if possible. This might be good feedback for future improvements.

Dear Eddi241,

I'll close the case as resolved. Please let me know in case there are problems with the refund.

We’ve reopened this complaint at the request of Eddi241. We received a message from the player stating that the casino stopped responding.

Dear Wazamba Casino team,

What is the status of the player's refund?

Thank you Peter

I deposited the €50 right after the message and nobody has been able to help me since then.

When I asked support, I didn't get an answer either.

Vielen Dank Peter.

Habe direkt nach der Nachricht hier die 50€ eingezahlt und seitdem kann mir keiner mehr Helfen.

Auf nachfrage beim Support habe ich auch keine Antwort erhalten.

Dear Customer,

Thank you for reaching out.

We have forwarded your query to the finance department.

We kindly request that you remain patient as we endeavour to respond as soon as possible.

Thank you in advance.

Sincerely,

Wazamba

Hello Wazamba,

what do you mean patiently you have to say a time.

You only ever get the answer to be patient.

Please reply with exact times and that's it. You just hold out for weeks.

@Peter

Can you leave the process open until I get my money? I would write here directly if it happened.

Mfg Eddi

Hallo Wazamba,

was heißt geduldig ihr müsst doch eine Zeitangabe sagen.

Bei euch erhält man immer nur die Antwort Geduldig zu sein.

Antwortet doch bitte mit genaue Zeitangaben und fertig. Ihr haltet einen einfach über wochen hin.

@Peter

Kannst du den vorgang noch offen lassen bis ich mein geld erhalte? würde hier direkt reinschreiben wenn es passiert ist.

mfg eddi

Dear Customer,

We have contacted the payment provider for refund of your missing deposit.

As explained earlier, due to the use of incorrect network, the funds were lost. However, as per your request the payment provider has agreed to assist in getting the refund to your account.

We will notify you as soon as we get the information from the payment provider.

In the meantime, we kindly ask for your co-operation.

Thank you!

Sincerely,

Wazamba

Hi all,

Thank you for your replies. I will keep the complaint open until Eddi gets paid. I will set the timer to ten days.

Dear Customer,

We kindly ask you to provide us your ETH crypto address to refund.

Sincerely,

Wazamba

Hi Eddi241,

Please let me know when you receive your funds.

Dear Customer,

We kindly ask you to transfer 0.0007 BNB to address 0x6a4b362dbe846a8e1a57a6bf43cf4d913f4fb460. 

Once the transaction is made, please provide us with the transaction ID of 0.0007 BNB deposit so that provider can proceed with the refund.

In case, you are not able to transfer 0.0007 BNB then please transfer the minimum amount that you can.

Thank you for your co-operation!

Sincerely,

Wazamba

got the money

Thanks very much

Hab das Geld bekommen.

vielen Dank

@ Peter you could evlt the whole addresses. delete from messages?

Thanks

@ Peter könntest du die ganzen Adressen evlt. aus den Nachrichten löschen?

Danke

Thank you Wazamba Casino team for your help.

Dear Eddi241,

I will delete the addresses. I'm glad to hear that you received your funds. 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