The player from Finland requested the return of funds mistakenly transferred to the casino's hot wallet and reported that support had been unresponsive for over three days despite providing the necessary documents. The complaint was reviewed and it was explained that when funds were sent to an incorrect address or wallet type, the casino could not automatically credit the amount as it fell outside the intended deposit system. It was clarified that the player bore responsibility for using the correct deposit address and network. Consequently, the complaint was rejected and no intervention with the casino was made to recover the funds.
Shuffle Casino - Player's funds are delayed in hot wallet.
Kapandi
Our verdict
Other
Amount: $413
Shuffle Casino
Guvenlik Endeksi 4.8 DusukCase summary
Tartisma
Public
Public
3 weeks ago
Please credit my account with the funds that I transferred to your hot wallet in error.
Support has been ignoring me for over three days; I have provided all the necessary documents and evidence. Please help resolve this matter.
Public
Public
2 weeks ago
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Public
Public
2 weeks ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- Could you please describe in more detail the error that occurred while you were depositing funds into this casino?
- Have you made any successful deposits at this casino before?
- Could you please forward me your communication with the casino's customer support regarding the uncredited transaction? My email address is veronika.f@casino.guru.
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
Public
Public
2 weeks ago
Thank you for your email with the details of your situation. In cases where funds are sent to an incorrect address or an incorrect type of wallet, the casino is generally unable to credit the funds automatically, as they are not received through the intended deposit system. It is the player's responsibility to make sure that the correct deposit address and network are used.
For this reason, we are unable to intervene or request the casino to credit the amount in question. I am sorry that I could not bring you a more favourable outcome. Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.
Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.
Best regards,
Veronika
