BetMaximus Casino - Spillerens indskud er ikke blevet krediteret.

Hello, I made a deposit

of 40€ in crypto at betmaximus.win. It has been demonstrably received by the casino but has not been credited to my account.

The support seems to be playing dumb :(

They said they would get back to me, but of course, they didn't.

I hope you can help me.

Kind regards,

Moin habe bei betmaximus.win

40€ in crypto eingezahlt. Es ist auch nachweislich bei dem casino eingegangen aber meinem Konto nicht gutgeschrieben.

Support stellt sich doof :(

Wollten sich melden haben sie aber natürlich nicht getan.

Ich hoffe ihr könnt mir helfen.

Mitt freundlichen Grüßen

Dear corestyle,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with BetMaximus Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Was this your first deposit in the casino using this payment method?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

So I did everything correctly,

I used the qr code shown.

All very strange. I find it a disgrace what is being claimed here and no information via email as promised

Also ich habe alles korrekt gemacht,

Habe den angezeigten qr code benutzt.

Alles sehr komisch. Ich finde es eine Frechheit was hier behauptet wird und keine info via email wie versprochen

Hello Corestyle,

Thank you for your response.

You can read here more about the destination tag used for Ripple transactions: https://xrpl.org/docs/concepts/transactions/source-and-destination-tags .

Since you haven't input the destination tag that was generated for your deposit, the funds haven't reached us and therefore can't be credited to your casino account.

With appreciation,

Nadia I.

The money has definitely arrived, what's that supposed to mean?

Das Geld ist doch definitiv angekommen was soll das?

I apologize for not replying sooner.

"For an XRP Ledger address that may receive payments intended for several customer accounts, receiving a payment

without a destination tag can be a problem: it is not immediately obvious which customer to credit, which can require a manual intervention and a discussion with the sender to figure out who was the intended recipient."

To reduce cases like this, you can

enable the RequireDest setting

That way, if a user forgets to include a destination tag in a payment, the XRP Ledger rejects their payment instead of giving you money you don't know what to do with. The user can then send the payment again, using the tag as they should have.

Dear Nadia,

Could you please determine with your payment provider if the money was returned to the player's wallet?

Hello Tomas,

Thank you for your response.

Since the player didn't specify the required tag, the funds are permanently lost.

With appreciation,

Nadia I.

I wasn't paid anything back at all. They definitely got the money, which can also be traced back!

Mir wurde gar nichts zurückgezahlt. Die haben das Geld definitiv bekommen was man auch zurückverfolgen kann!

Hello Corestyle,

Thank you for your response.

When using cryptocurrencies, be it for deposits or withdrawals, you will need to familiarise yourself first with the way each specific coin works.

In the case of the cryptocurrency you have chosen to use - Ripple (XRP), unlike other coins, payments are often sent to a wallet address that can be shared by multiple entities. This is why for this coin you are required to also specify a destination tag (sometimes simply referred to as "tag") so that the payment can be attributed correctly to the merchant and to your account. If this tag isn't specified or if you input an incorrect one the funds will be lost.

Once you initiate a deposit in our casino, choosing Ripple (XRP), you are shown a page where you get the wallet address and the generated tag that you need to specify for the payment. This tag is uniquely generated for each transaction. See attached screenshot.

Since you haven't specified the tag for the payment you made, the funds never reached us and they are considered lost.

To put it in simple terms, it is like you sent a payment order to a bank - without specifying the beneficiary account. The bank simply will have no way of knowing who the funds belong to or where they should be attributed.

With appreciation,

Nadia I.

Dear Nadia,

We find it hard to believe that a missing destination tag should result in funds being lost forever, based on the publicly declared information I referred to in my previous post.

Have you consulted your payment processor regarding the issue and tried to recover funds based on confirmations provided by the player?

Could you please provide more substantial evidence the funds are irrecoverable in this situation?

I'll await your reply.

Hello Tomas,

Thank you for your response!

I have forwarded to you, by email, the response from the payment provider, as well as the email through which the player was informed of the outcome.

With appreciation,

Nadia I.

I think the casino makes it pretty easy and I'll definitely never play there again.

I also know a little bit about crypto. I've never had anything like this before, what a shame this casino is!

Ich finde das casino macht es sich ziemlich einfach, werde da garantiert nie mehr spielen.

Ausserdem kenne ich mich crypto ein bisschen aus so etwas hatte ich noch nie, eine Frechheit dieses casino!

Hello Corestyle,

Thank you for your response.

As you haven't specified the required tag for the payment, those funds will never reach our casino and therefore we can't credit them to your casino account.

In the future please make sure to input all the details required, depending on the coin you choose for deposit.

With appreciation,

Nadia I.

Dear corestyle,

According to the communication we received from the casino, the payment processor confirmed the funds are not recoverable.

Dear BetMaximus Casino,

Would it be possible to credit the player's deposit despite the mistakes as a gesture of goodwill? I'll await your reply.

Hello Tomas,

Thank you for your response!

Since the player hasn't made any other deposits in our casino and has already claimed free bonuses totaling over EUR 20, we won't be able to extend another gesture of goodwill and credit this amount.

In the end these are funds which haven't reached us.

With appreciation,

Nadia I.

Uh, hello? I didn't get €20 for free, always stick to the truth. I will give a corresponding review for this "great" casino

Ähhh hallo? Ich habe keine 20€ gratis erhalten, immer schön bei der Wahrheit bleiben. Eine entsprechende Bewertung für dieses "tolle" casino werde ich noch abgeben

Dear corestyle

After taking into account the evidence presented, unfortunately, the payment processor doesn't seem interested in recovering the transaction, which we can't blame the casino for.

I hope similar issues will avoid you in the future.

Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.