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I attempted to make a withdrawal using a rented Bitcoin wallet, which requires you to specify the amount of Bitcoin you're transferring.

I withdrew €223.84, but after pressing the button I received a withdrawal error. Despite this, I pressed again and the payment gateway mistakenly processed two withdrawals, which can be easily verified as they share the same HASH.

I lost €223.48, and the casino did not take responsibility for their error.

Fui a realizar un retiro mediante un monedero de bitcoin alquilado, por lo que tienes que poner la cantidad de bitcoin que vas a transferir.

Retiré 223,84€, y al pulsar dió error de retirada por lo que pulse de nuevo, la pasarela de pago duplico la retirada lo que se puede comprobar fácilmente al tener el mismo HASH.

Perdí 223,48€ y el casino no se hizo responsable de su error

Dear luissoy,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Unfortunately, I’m not able to assist you with this case based on the current description of events and I will need definitely more information. Could you please elaborate?

• Has your casino account been successfully verified in the past?
• Just to clarify, did you intend to withdraw once, but it appears that two withdrawals were processed, and one of them is now missing?

If there is any relevant communication between you and the casino that might provide insight into this issue, please promptly forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Hello!

Has your casino account been successfully verified in the past?

Yeah

Just to clarify, you intended to make a withdrawal once, but it seems like two withdrawals were processed and now one of them is missing?

Exactly, I went to withdraw only once but due to the platform's error it was duplicated, which is why they have the same HASH and the same withdrawal amount. Obviously the wallet to which I withdrew is not responsible since in their terms and conditions they strongly insist that you have to transfer the fair funds that you want to receive.

Hola!

¿Su cuenta de casino ha sido verificada exitosamente en el pasado?

Sí

Solo para aclarar, ¿tenía la intención de realizar un retiro una vez, pero parece que se procesaron dos retiros y ahora falta uno de ellos?

Exactamente, fui a retirar una sola vez pero por error de la plataforma se duplicó, por ello tienen el mismo HASH y el mismo importe de retirada. Obviamente el monedero al que retiré no se hace responsable ya que en sus términos y condiciones insisten mucho en que hay que transferir los fundos justos que se quieren recibir.

Hi luissoy,

We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

Thank you.

No, you can ask the casino for proof without problem

No, puedes pedir pruebas al casino sin problema

Thank you very much, luissoy, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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.  

Hello, luissoy,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. However, before I do it, I have a few questions for you.

A while ago, I replied to a different complaint submitted to the same casino, which was submitted with almost the same player email address as your complaint.

Since it seems like too much of a coincidence that 2 different players at 1 casino who should not be linked in any way have email addresses with the same personal details (look like name and surname) and differ only in a few last letters, can you please somehow explain it? Do I understand correctly that you have more than 1 account at the casino? If so - what was the activity on your disputed account and what was the reason for opening more than 1 account at Metaspins Casino?

Hello, after this problem, I closed this account, and at the same time I opened a new one to continue playing

Hola, después de este problema, cerré esta cuenta, y al tiempo abrí una nueva para seguir jugando

Did you receive any confirmation from the casino about the closure of the account in question and permission to open a new one? It is not the usual way how to solve issues with accounts at the casino, and casinos do not give permissions for such action as standard.

Can you please provide me with communication with the casino where they informed you that you are allowed to open a new account after the closure of this one? (Feel free to forward it to my email address - branislav.b@casino.guru).

Dear luissoy,

There is no need to invite the casino to the thread at this point, and it is obvious why you have not replied or provided me with the requested.

After gathering all the necessary details and evidence from the casino regarding another linked complaint, we are closing this one as unjustified due to breaching the casino's terms and conditions in several ways - you can find more details regarding our ruling HERE, in my last post.

In addition, the transaction which this complaint is about is publicly trackable, and the tracking link shows that although YOU made a mistake and requested two identical withdrawals at the casino, the payment was successfully made on the casino's side, and in the amount of both withdrawals together.

The casino acted correctly regarding all your linked accounts and in accordance with its terms and conditions.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by, as was advised in your other complaint, which was also closed/rejected a while ago. In case of any questions, feel free to write to me at branislav.b@casino.guru.

Best regards,

Branislav, Casino.Guru