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I saw an ad for 200% match on BTC deposit with fast withdrawal. The lowest deposit said 10$ att the time. I deposited the full amount of BTC I had in an account I wanted to close. So I sent the BTC and it was removed from my wallet. However the BTC was never credited. After many chats and emails I was told it was an error that the lowest deposit amount was .00004 BTC Or something like that and they were fixing the typo. I was told to deposit more Bitcoin in my account would then be credited. I told them I had no more BTC so just return it to my account . They said no refunds. I said they should have rejected any unsatisfactory amount of BTC that they can't just keep it. because they had a misprint and now fixed it they won't allow me to access my BTC or give me the deposit bonus

Dear shastalove28,

Thank you very much for submitting your complaint.

I’m sorry to hear about the difficulties you’ve encountered with your Bitcoin deposit and the advertised promotion. To better understand your situation and assist you effectively, could you please provide more information about the following points?

Promotion Details:

• Could you share a screenshot or a copy of the promotional ad that mentioned the 200% match bonus and the $10 minimum deposit requirement?
• Was there any additional information provided regarding the terms of the bonus or the minimum deposit amount?

Deposit Details:

• Could you confirm the exact amount of BTC you sent to the casino?
• Did you receive any acknowledgment or receipt from the casino after making the deposit?

Communication with the Casino:

• Could you forward any emails or screenshots of chat conversations you’ve had with the casino regarding this issue? This includes any communication where they mentioned the error and their refusal to refund the BTC.

Your cooperation is crucial for us to proceed with your case. Without this additional information and supporting evidence, it will be challenging for us to mediate effectively with the casino on your behalf.

If you have any relevant communications, please feel free to forward them to petronela.k@casino.guru for our review.

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 an exceptionally high volume of complaints, we kindly ask for your patience. While we strive to publish complaints within 48 hours, follow-up responses may take up to 7 days. Assigning your complaint to a resolver might also take longer, as we’re currently managing close to 1,000 complaints.

Thank you for your understanding. Wishing you a wonderful New Year 2025!

No I didn't take a scream shot of the ad for 200% I just deposited the BTC. I deposited

You can clearly see where he states that there is some air in their Post in it they're fixing it there was an error in the amount deposit section in it they're going to fix it so now I need to deposit more money so I felt they made an error and they took my money they shouldn't have accepted my money

Dear shastalove28,

Thank you for providing additional details about your situation. I completely understand how frustrating this must be, and I’m here to help clarify why the casino may have declined your request for a refund of your BTC deposit.

Casinos often have specific policies regarding cryptocurrency deposits, including minimum deposit amounts. If a deposit does not meet the stated minimum, the casino system may fail to process it properly. However, some casinos enforce a "no refunds" policy for cryptocurrency transactions due to the following reasons:

• Irreversible Transactions: Cryptocurrency transfers are final, meaning once the funds are sent to the casino's wallet, they cannot be reversed or refunded without the casino's manual intervention.
• Terms and Conditions: Most casinos clearly state in their terms that deposits below the minimum requirement may not be credited or refunded.
• System Limitations: Cryptocurrencies often operate on automated systems, and amounts not meeting the required threshold may not trigger a credit or bonus, resulting in manual follow-ups.

That being said, I understand your frustration since the incorrect deposit threshold in their advertisement led to the issue. It seems that the casino recognized their mistake but did not provide a satisfactory resolution.

Could you confirm whether they offered any alternative solutions, such as crediting the amount after you deposited more BTC, or providing an equivalent adjustment in fiat currency? If not, we will need to escalate this further to ensure a fair resolution.

• To move forward, could you please provide the full transaction hash for your BTC deposit?

I’m here to advocate on your behalf and will do my best to help.

No they did not offer any type of resolution other than me depositing more BTC. BUT I explained that I deposited all of my Bitcoin to close that account and I chose to use the BTC on their site because of the promotion.

Thank you very much, shastalove28, for providing all the necessary information. I will now transfer your complaint to my colleague, Stefan (stefan.m@casino.guru), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Hello shastalove28,

My name is Stefan, and I will take care of this complaint from now on. I am so sorry to hear about your problem with the deposit. I am afraid that the WinCasino is not very responsive to our complaints. Would it be possible for you to fund the casino with the remaining amount totalling .00004 BTC? If not, would you be able to ask the casino if they could fund your account with some bonus as a gesture of goodwill?

I'll be awaiting your reply.

I chose to put my last amount of Bitcoin on their casino site because I wanted to close my Bitcoin account. So I don't have any Bitcoin or even an account to do so anymore. Their website offered 200 % match no playthrough with a 10$ minimum. So I deposited 15 or 16 so that means I should have had at least 45 dollars to play with. If they offer me what they offered the day I deposited or refund my money I will be happy. And I have asked them to do so with no response except they fixed their site to take away the error of 10 $ minimum

Hello shastalove28,

I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a WinCasino representative to join this conversation and participate in resolving this complaint.

Dear WinCasino,

Could you comment on this?

Thank you in advance for providing the information.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi shastalove28,

I want to inform you that we are aware the casino's response timeframe has already expired. However, since Stefan, your assigned resolver, is currently on vacation, we are extending the timeline by an additional 7 days. Stefan has the most comprehensive understanding of your case and is the only one who can decide whether to continue with the complaint or mark it as unresolved.

We appreciate your patience, and Stefan will reach out to you as soon as possible.

Thank you for your understanding.

Best regards,

Petronela

They stole my money.

I have tried to contact the casino but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Agenzia delle Dogane e dei Monopoli (Giochi.reclami.online@aams.it) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (stefan.m@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Stefan, Casino.Guru