BetFlip Casino - Игрок пытается вывести свой выигрыш на биткойн-кошелек.

Dear Anthony,

Thank you very much for submitting your complaint and forwarding all the relevant screenshots. I’m very sorry to hear about your withdrawal problem. We will contact the casino and ask for their cooperation, but, before we do so, could you please forward me a receipt of the deposit? My email address is petronela.k@casino.guru. Additionally, could you please confirm that you accepted the bonus which has been offered to you during the live chat conversation? Did you place another deposit? I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Petronela

I did not accept the additional bonus offer which was made in our conversation. I refused the offer and I refused to make another deposit until I received the funds from my first ever withdrawal attempt with Betflip. i made 4 deposits leading up to this inciden. all of which I played with a welcome bonus attatched.

Dear Anthony,

Do you have receipts from those deposits? Thank you.

It seems as though they deleted the deposits from my player history on my casino account. so I will go ahead and take Screenshots of the withdrawals from my BTC wallet to my casino deposit address.. one sec...

Thank you very much Anthony for forwarding all the necessary information. I will now transfer your complaint to my colleague Jozef 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.

Hello Anthony,

I am very sorry to hear about your situation. We will now try to get in touch with the casino.

Hello Casino Guru team,I am Sofia Hagan head of customer support and fraud team at BetFlip.io casino, we were investigating the issue which was happened with Anthony's withdrawal. Let me once again explain what has happened.

Once Anthony's KYC was approved, we have submitted withdrawal. The transaction was sent to the payment provider which has approved it as well and complete a transaction. We have got an internal transaction ID about it.

That transaction ID was sent to player via email as well. Later Anthony has contacted us and asked about that transaction was not completed yet. We have contacted the payment provider and they have told us that transaction was done on their side and there can be an issue regarding BTC address and we have to wait for them until they will investigate it.

After 2 days(Because it was weekend and they didn't managed to respond us in time) they have informed us that our thoughts were right and there was an issue with incorrect BTC address, due to that money has gone and the transaction has not completed. According to our payment provider privacy terms and conditions in such situations, they have a right to make a refund in 180 days. Of course, we don't want to wait until that time to get that funds back and then make a settlement on players BTC address.

So we have submitted a new withdrawal at players new BTC address(35wMdk6g8JovFMVnaWftAtR9D8oDwC9wPF) Which is already credited to your account. We have provided blockchain transaction ID to player.

Case was solved and closed.

Hello there,

Dear Sofia and Betflip Casino team.

Thank you for cooperating.

Dear Anthony.

Please, could you confirm the casino statement?

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Confirmed

Dear Antonhy,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system.

Best regards, Jozef

Casino.Guru