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Hello. The problem is that I transferred funds in TRX cryptocurrency to this casino. It's been almost a week now and the money still hasn't arrived. At first they wrote to me that I transferred to the wrong wallet address, although the wallet address to which I transferred was identical to the one indicated on the site. Then I took a screenshot from the exchange with the withdrawal of funds of that particular transaction to the site’s wallet, I also took a screenshot of the site’s wallet, and sent them. They wrote that the funds would be sent soon, but in the end I did not receive them.

Здравствуйте. Проблема состоит в том что я перевёл средства в криптовалюте TRX на данное казино. Уже прошла практически неделя, а средства так и не поступили. Сначала мне написали что я перевёл не на тот адрес кошелька, хотя адрес кошелька на который я переводил был идентичным тот что указан на сайте.Потом я сделал скриншот из биржы с выводом средств именно той транзакции на кошелёк сайта, также сделал скриншот кошелька сайта, и отправил им. Написали что скоро отправят средства, а итоге я так их не получил.

Dear alexanderuzunov37,

Thank you very much for submitting your complaint and forwarding the payment receipt. 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, the casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.

Could you please advise if the e-wallet address to deposit funds into your account was visible on the casino’s website for all the players or you have been provided a unique one when opening the account? Was it your first deposit in this casino?

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

Best regards,

Petronela 

Here is the address indicated on your site, to which I sent the coins.

Вот же этот адрес указанный на вашем сайте, на который я отправил монеты.

The amount, although ridiculous, is still my money and I don’t want to give it away just like that.

Сумма хоть и смешная но всё же, ето мои средства и не хочется их просто так на ветер отдавать.

I forgot to add that before this case I made a deposit twice, everything went fine. And this time I don’t know what happened, it’s not my fault here, I did send the coins as expected.

Забыл добавить, что перед етим случаем два раза делал депозит всё прошло отлично. А етот раз я не знаю что случилось, моей вины здесь нет я сделал отправку монет как положено.

Excuse me, I thought the casino representative texted me. And you turned out to be an expert in resolving complaints. Well, nothing, I already wrote to them in advance.

Извините меня, я думал мне написал представитель казино. А вы оказались специалист по развязке жалоб. Ну ничего, я им уже наперёд написал.

Thank you very much, alexanderuzunov37, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) 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 alexanderuzunov37,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite SapphireBet casino to join the conversation and to aid in the resolution of this complaint.

SapphireBet Casino, can you offer any update on the status of the player's deposit?

Funds have already been credited to the account.

Средства уже зачислились на аккаунт.

Dear alexanderuzunov37,

That is good news, I'm glad to hear that your issue has been resolved. I will now mark the complaint as 'resolved' in our system.

Thank you for using the Casino Guru complaint resolution center. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Kind regards,

Adam