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Hi friends, I made a deposit in USD for 12.32 dollars and I

I used the wrong network and sent them via ETH, and yesterday I spoke with an agent via chat who told me they would return them, and now they're telling me I've lost everything.

hola amigos hice un deposito en usd por 12.32 dolares y me

mequivoque de red y los mande eth y ayer hable por chat con un agente quie me dijo que me lo devolvian y ahora me dicen que la perdi todo

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Dear minino,

Thank you very much for submitting your complaint. I’m sorry to hear about what happened with your deposit.

Before we continue, could you please clarify a few points so we can understand the situation better?

• To which network did you send the funds, and which network was required by the casino (for example, you sent via ETH, but they requested USDT/TRC20, ERC20, BEP20, etc.)?
• Did the casino provide any written confirmation that the deposit would be refunded, or was this only said in live chat?
• Do you still have the transaction ID (TXID) from your crypto wallet?

Please note that, in many cases, deposits sent via the wrong network cannot be retrieved by the casino, and the funds may indeed be lost. However, if the casino’s wallet provider supports that network and recovery is technically possible, then they might review your case.

If you can, please forward the transaction ID and any screenshots or communication with the casino to petronela.k@casino.guru so we can take a closer look.

Your cooperation in providing these details will help us investigate and work towards a resolution.

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 72 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 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear minino,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Petronela
Casino.Guru