NaslovnaPritužbeHugewin Casino - Bitcoin depozit igrača nije pripisan na njihov račun.
Hugewin Casino - Bitcoin depozit igrača nije pripisan na njihov račun.
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Zajedno sa našom metodologijom recenzija, mi smo izračunali Sigurnosni indeks kazina baziran na više od 20 faktora, uključujući finansije, fer Uslove i pravila, prigovore igrača i drugo. Što je viši Sigurnosni indeks, veće su šanse da vam vaši dobici budu isplaćeni.
The player from New York had deposited $100 via Bitcoin but discovered his account hadn't been credited. He had reported the issue to the casino, but they had claimed the payment wasn't sent to their account. The player had provided evidence of the transaction, insisting there had been no error on his end. The casino representative had initially denied the claim, stating the QR code used for the deposit wasn't theirs. However, the casino agreed to refund the player's money. The player had been instructed to contact the casino's live support line to proceed with the refund, which was successfully completed.
Igrač iz Njujorka je deponovao 100 dolara putem bitkoina, ali je otkrio da njegov račun nije kreditiran. Prijavio je problem kazinu, ali su oni tvrdili da uplata nije poslata na njihov račun. Igrač je pružio dokaz o transakciji, insistirajući da nije bilo greške na njegovoj strani. Predstavnik kazina je prvobitno negirao tužbu, navodeći da KR kod korišćen za depozit nije njihov. Međutim, kazino je pristao da vrati novac igraču. Igraču je naloženo da kontaktira liniju podrške uživo u kazinu kako bi nastavio sa povraćajem, što je uspešno završeno.
Deponovao sam 100 dolara preko Bitcoin-a ranije ove nedelje i kada sam se vratio 24 sata kasnije, moj nalog nije bio kreditiran za to. Pogledao sam uplatu i potvrdio da je poslato i dao predstavniku kazina sve informacije da ih pronađe i primeni na moj nalog. Nakon što je nestao na oko 5-10 minuta, predstavnik se vratio i izjavio da uplata nije poslata na jedan od njihovih računa. Kako sam to mogao da kažem. Koristio sam KR kod koji su mi dali...Nisam kopirao i nalepio, nisam ga uneo ručno. Nije bilo mesta grešci. Onda su pokušali da mi kažu da ne daju kr kodove za depozite. Što sam mislio da je prilično čudno s obzirom da bukvalno svaki kazino koji obrađuje bitkoin koristi KR KODOVE. Dakle, ako ova osoba ne zna, kako da verujem bilo čemu što kažu. Nije me briga da li nalog postoji na njihovoj strani, oni su dali nalog za slanje i ja sam ga poslao. Svaki legitiman posao bi pokrio njihovu odgovornost u ovoj situaciji i kreditirao moj račun. Ali ne ovaj kazino jer nisu ugledni.
deo mog razgovora -
„Kada sam razgovarao sa Harijem, pokušao je da kaže da nalog na koji sam ga poslao nije vaš. Ali žao mi je, to nije prihvatljivo jer sam koristio KR kod koji ste mi dali. Nisam kopirao i nalepio ili ukucajte bilo šta, tako da nema mesta za grešku ako je nalog na koji sam poslao pogrešan, onda je krcode pogrešan...
Kate - 17:55
Shvatam, ali ne dajemo nikakav KR kod...
Kate - 17:56
jedini način deponovanja je na našoj veb stranici i još uvek nema KR
JA - 17:56
"da li ste ikada koristili sopstvenu veb stranicu"
[ovde prikazuje snimak ekrana kr koda sa njihove veb stranice]
I deposited $100 via Bitcoin earlier this week and when I checked back 24 hours later my account was not credited for it. I looked up the payment and confirmed it was sent and gave the casino rep all the info to locate and apply to my account. After disappearing for about 5-10 minutes the rep came back and stated that the payment was not sent to one of their account. How could this be I stated. I used the QR Code they provided...I did not copy and paste, I did not enter it manually. There was no room for error. Then they tried to tell me that they don't give qr codes for deposits. Which I thought was pretty strange considering literally every casino that processes bitcoin uses QR CODES. So, if this person doesn't know, how am I supposed to trust anything they say. I don't care if the account exists on their end, they provided the account to send it to and I sent it. Any legitimate business would cover their responsibility in this situation and credit my account. But not this casino as they are not respectable.
part of my conversation -
"When I spoke to Harry, he tried to say the account I sent it to was not one of yours. But I'm sorry, that's not acceptable because i used the QR Code you gave me. I didn't copy and paste or type anything. So there's no room for error. If the account I sent it to was wrong then the qrcode was wrong...neither of which are my fault"
Kate - 17:55
i get it but we dont give any qr code...
Kate - 17:56
the only way to deposit is in our website and still there is not QR
ME - 17:56
"have you ever used your own website"
[shows here the screen shot of the qr code from their website]
Hvala vam puno što ste podneli žalbu. Žao mi je što čujem za vaš problem.
Želeo bih da vas upozorim, da ako vaš depozit nikada nije uplaćen na vaš kazino račun, jedino što možete da uradite je da kontaktirate svog dobavljača plaćanja. Oni moraju da istraže, ali imajte na umu da je to dugotrajan proces koji traje otprilike mesec dana. U ovim slučajevima, kazino ima vezane ruke. U međuvremenu, toplo bih preporučio da ne deponujete više sredstava dok se problem ne reši.
Ako se novac izgubi tokom transakcije, biće potrebno neko vreme pre nego što bude pripisan na vaš kazino račun.
Nadam se da ćemo moći da vam pomognemo da rešite ovaj problem. Hvala unapred na odgovoru.
Srdačan pozdrav,
Nick
Imajte na umu: u Casino.Guru nikada ne tražimo lozinku za vaš kazino nalog. Iako možemo tražiti informacije, nikada ne tražimo pristup vašem nalogu. Uzdržite se od deljenja lozinke sa bilo kojom trećom stranom. Mi prvenstveno komuniciramo putem zvaničnih niti, povremeno putem e-pošte radi traženih pratećih dokaza ili relevantne komunikacije.
Dear rboyce212,
Thank you very much for submitting your complaint. 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, casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.
If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.
I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.
Best regards,
Nick
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.
i da, dao sam im sve te informacije. Kažu da to nije njihov račun. Ali, čak i da sam im verovao, to je adresa koja je kreirana iz njihovog KR koda...ako je njihov kod poslao moj novac negde drugde, ne smatram da bi klijent trebalo da bude odgovoran za ovo. Već plaćam visoke naknade za kupovinu bitkoina, a zatim još naknade za slanje i brzu obradu (da ne pominjem previše naknade od kazina za primanje i opet ako povučem sredstva), ne mogu samo da odbiju svu odgovornost za svaku transakciju u kojoj primaju novac od kupaca.
and yes I provided them with all that info. They are saying it's not their account. But, even if I believed them, it's the address that was created from their QR Code...if their code sent my money somewhere else, I don't feel the customer should be held liable for this. I'm already paying high fees to purchase bitcoin and then more fees to send it and get it processed quickly (not too mention fees from the casino to receive and then again if I withdrawal the funds), they can't just refuse all accountability for every transaction where they receive money from customers.
Hvala rboice212 za sve date informacije. Vašu žalbu ću sada proslediti kolegi Branislavu ( branislav.b@casino.guru ) koji će vam od sada pomagati.
Želim vam puno sreće u rešavanju.
Pozdravi,
Nick
Thank you rboyce212 for all the information provided. I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.
Žao mi je što čujem za vašu nevolju. Kontaktiraću kazino i potrudiću se da rešim problem što je pre moguće. Međutim, nisam siguran šta još možemo da saznamo od kazina u poređenju sa informacijama koje ste već dobili od predstavnika kazina uživo. Iako postoje KR kodovi, obezbedili ste samo komunikaciju sa ćaskanjem uživo i snimcima ekrana transakcije iz vašeg e-novčanika, što može biti slučajna transakcija napravljena sa vašeg e-novčanika na bilo koji slučajni e-novčanik. Ne vidim ništa što bi moglo da poveže vaš snimak ekrana (uspešnu transakciju koja je otišla u neki e-novčanik) sa navodnim depozitom koji ste uplatili u kazino. U međuvremenu, dok čekate odgovor kazina, molim vas da mi dostavite sledeće informacije:
Da li ste izvršili bilo koji drugi depozit(e) u bilo koji drugi onlajn kazino(e) istog dana kada i sporni depozit?
Da li je moguće da ste zabrljali različite transakcije u svom e-novčaniku?
Da li ste 100% sigurni da je transakcija na vašim snimcima ekrana depozit uplaćen kazinu? Da li su sa vašeg e-novčanika bile oduzete druge transakcije istog iznosa obavljene istog dana? Možete li to još jednom proveriti u svom e-novčaniku i potvrditi da nije bilo drugih sličnih transakcija u istom danu/u slično vreme kao i sporni depozit u Hugevin Casino?
Pošto vaš kazino nalog i dalje treba da bude aktivan i dostupan, možete li podeliti istoriju transakcija (posebno listu depozita) sa svog naloga? Snimci ekrana, na kojima su vidljivi ID vašeg kazino naloga i link ili logo veb stranice kazina, bili bi zahvalni.
Sada bih želeo da pozovem predstavnika kazina da se pridruži ovom razgovoru i učestvuje u rešavanju ove žalbe.
Dragi timu Hugevin kazina ,
Možete li, molim vas, da pogledate problem igrača i da nam dostavite rezultate vaše istrage? Da li vidite bilo kakav pokušaj depozita na kazino nalog korisnika? Da li je moguće dobiti broj e-novčanika koji mu je prikazan prilikom uplate? Možete li još jednom da proverite komunikaciju između korisnika i predstavnika za ćaskanje uživo Kejt u vezi sa ovim problemom? Izgleda da je dobio netačne informacije.
Da bih izbegao nesporazume u vezi sa tvrdnjama da postoje KR kodovi kada se uplaćuju na kazino račun, prilažem snimke ekrana iz vašeg kazina i kapije za plaćanje na koju sam preusmeren dok sam pokušavao da uplatim BTC na svoj kazino račun (automatski preusmeren sa kasino blagajne).
Da li je adresa e-novčanika koji prima BTC ista za sve igrače ili svaki igrač dobija na neki način specifičan e-novčanik na koji šalje sredstva?
Ako vam više odgovara, slobodno pošaljite potrebne detalje i/ili dokaze na moju imejl adresu ( branislav.b@casino.guru ).
Hello, rboyce212,
I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible. However, I am not sure what more we can find out from the casino compared to the information you have already received from the casino live chat representative. Although there are QR codes, you provided only communication with live chat and screenshots of the transaction from your e-wallet, which can be a random transaction made from your e-wallet to any random e-wallet. I cannot see anything that could connect your screenshot (the successful transaction that went to some e-wallet) with the alleged deposit you made to the casino. In the meantime, while waiting for the casino's response, please provide me with the following information:
Did you make any other deposit(s) to any other online casino(s) on the same day as the disputed deposit?
Is it possible that you could have messed up different transactions in your e-wallet?
Are you 100% sure that the transaction in your screenshots is the deposit made to the casino? Were there other transactions of the same amount made on the same day deducted from your e-wallet? Can you check it once again in your e-wallet and confirm there was no other similar transaction(s) made on the same day/similar time as the disputed deposit to Hugewin Casino?
Since your casino account should still be active and accessible, can you please share your transaction history (especially the list of deposits) from your account? Screenshot(s), where your casino account ID and the casino's website link or logo are visible, would be appreciated.
Now I would like to invite the casino representative to join this conversation and participate in the resolution of this complaint.
Dear Hugewin Casino team,
Could you please look into the player's issue and provide us with the results of your investigation? Can you see any attempt for a deposit on the user's casino account? Is it possible to gain an e-wallet number that was shown to him upon making the deposit? Can you also double-check the communication between the user and live chat representative Kate regarding the issue? It looks like he was provided with incorrect information.
To avoid misunderstanding about claims that there are QR codes when depositing to a casino account, I am attaching screenshots from your casino and the payment gate I was redirected to while trying to deposit BTC to my casino account (automatically redirected from the casino cashier).
Is the receiving BTC e-wallet address the same for all players or does each player receive a somehow specific e-wallet to send funds to?
If it suits you better, feel free to send the necessary details and/or evidence to my email address (branislav.b@casino.guru).
Bilo mi je malo gotovine te noći na svom računu, tako da je ovaj depozit od 100 dolara bio jedini novac koji sam poslao te večeri. Odabrao sam jeftiniji metod slanja bitkoina, tako da se očekivalo da će se transakcija desiti za nekoliko sati...Stalno sam proveravao telefon cele noći da vidim da li je prošao, a nije. Bilo mi je zaista frustrirajuće, ali to je ono što dobijam jer ne plaćam dodatne naknade za prioritetnu obradu bitkoina (koje mogu da idu i do 10 dolara). Na kraju sam odustao od transakcije i prestao da je gledam nakon otprilike 5 sati. Kada sam sledećeg dana proverio, video sam da je to konačno prošlo, ali je trajalo skoro 20 sati (što je apsurdno...ali nije krivica kazina, to nije imalo nikakve veze sa njima). Dakle, s obzirom da je prošlo toliko vremena, možete zamisliti moje iznenađenje kada sam se prijavio na svoj nalog i nisam video svoja sredstva. Vratio sam se da ponovo proverim transakciju i potvrdio da je uspešno poslata. Zgrabio sam heš informacije i kontaktirao podršku. Čekao sam 24 sata da počešem svoj svrab od kockanja i uskoro bih otkrio da će ostati isti kada mi je rečeno da nemaju moj novac i da neće učiniti ništa povodom toga. U to vreme nisam mogao ni da odem negde drugde, jer nisam imao sredstava za to.
Da li ste izvršili bilo koji drugi depozit(e) u bilo koji drugi onlajn kazino(e) istog dana kada i sporni depozit?Definitivno ne, kao što je gore opisano.
Da li je moguće da ste zabrljali različite transakcije u svom e-novčaniku?
Napravio sam samo jednu transakciju te cele nedelje, a da bih poslao sredstva, koristio sam skeniranje kr koda da pošaljem sredstva.
Da li ste 100% sigurni da je transakcija na vašim snimcima ekrana depozit uplaćen kazinu?
100% sam siguran da je ta transakcija bila ona koju sam izvršio te noći koristeći KR kod.
Da li su sa vašeg e-novčanika bile oduzete druge transakcije istog iznosa obavljene istog dana? Možete li to još jednom proveriti u svom e-novčaniku i potvrditi da nije bilo drugih sličnih transakcija u istom danu/u slično vreme kao i sporni depozit u Hugevin Casino?
To je jedini koji sam napravio u roku od nedelju dana pre i oko 4 dana posle.
Pošto vaš kazino nalog i dalje treba da bude aktivan i dostupan, možete li podeliti istoriju transakcija (posebno listu depozita) sa svog naloga? Snimci ekrana, na kojima su vidljivi ID vašeg kazino naloga i link ili logo veb stranice kazina, bili bi zahvalni.
Naravno, ovo je bio moj drugi depozit u kazinu, tako da moja istorija na njihovom sajtu prikazuje samo jednu prethodnu transakciju.
Videćete moj jedan depozit i još jedan pokušaj za jedno povlačenje (da, ovo je jedna od retkih prilika da sam uspeo da podignem samo jedan depozit).
Thank you for the response.
I was low on cash that night in my account so this $100 deposit was the only money I sent that entire evening. I chose the lower cost method of sending bitcoin, so the transaction was expected to occur in a couple hours...I constantly checked my phone all night to see if it had gone through and it hadn't. It was really frustrating to me, but that's what I get for not paying the additional fees for priority bitcoin processing (which can go as high as $10). I eventually gave up on the transaction and stopped watching it after about 5 hours. When I checked the following day I saw that it finally went through but took nearly 20 hours (which is absurd...but not the casino's fault, that had nothing to do with them). So, with so much time having passed, you can imagine my surprise when I logged into my account and didn't see my funds. I went back to check the transaction again and confirmed it was sent successfully. I grabbed the hash information and contacted support. I had waited 24 hours to scratch my gambling itch and would soon discover that it would remain the same once I was told they didn't have my money and wouldn't do anything about it. I couldn't even go somewhere else at the time, as I didn't have the funds to do so.
Did you make any other deposit(s), to any other online casino(s) on the same day as the disputed deposit? Definitely not, as described above.
Is it possible that you could have messed up different transactions in your e-wallet?
I only made one transaction that entire week, and to send the funds I used the qr code scan to send the funds.
Are you 100% sure that the transaction in your screenshots is the deposit made to the casino?
I am 100% certain that transaction was the one I made that night using the QR Code.
Were there other transactions of the same amount made on the same day deducted from your e-wallet? Can you check it once again in your e-wallet and confirm there was no other similar transaction(s) made on the same day/similar time as the disputed deposit to Hugewin Casino?
It's the only one I made within a span of a week before and about 4 days after.
Since your casino account should still be active and accessible, can you please share your transaction history (especially the list of deposits) from your account? Screenshot(s), where your casino account ID and the casino's website link or logo are visible, would be appreciated.
Sure, this was my second deposit with the casino, so my history on their site only shows the one transaction prior.
You'll see my one deposit and another shot for the one withdrawal (yes, this is one of the rare occasions that I was able to withdrawal from just a single deposit).
Uprkos tome što smo članove više puta obaveštavali da ćemo im refundirati novac, nisu se povezali preko drugih kanala. Sistem automatski obrađuje depozite. Nemoguće je da dođe do greške sa KR kodom. Član je poslao svoj novac na drugu adresu umesto na našu. Ipak, mi im vraćamo novac. Zamolite ih da se povežu sa linijom podrške uživo i zatraže da razgovaraju sa Leom kako bismo mogli da nastavimo sa povraćajem sredstava.
Despite repeatedly informing the member that we will refund their money, they did not connect through other channels. The system automatically processes deposits. It is impossible for there to be an error with the QR code. The member sent their money to another address instead of ours. Nevertheless, we are refunding their money. Please ask them to connect to the live support line and request to speak with Leo so that we can proceed with the refund.
Hvala, rboice212, na potvrdi i korišćenju centra za rešavanje žalbi Casino Guru. Pošto je problem uspešno rešen, sada ću vašu žalbu označiti kao „rešenu" u našem sistemu. Iako se iskreno nadam da se to neće dogoditi, ne ustručavajte se da nas kontaktirate u budućnosti ako naiđete na bilo kakve probleme sa ovim ili bilo kojim drugim kazinom. Tu smo da pomognemo.
Međutim, u budućnosti, ako planirate da nastavite da igrate u kazinu i koristite ove vrste načina plaćanja, toplo preporučujem da napravite snimke ekrana procesa depozita.
Hvala, Hugevin Casino, na pomoći i saradnji!
Srdačan pozdrav,
Branislav, Casino.guru
Thank you, rboyce212, for confirmation and for using the Casino Guru complaint resolution centre. As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.
However, in the future, if you plan to continue playing at the casino and use these types of payment methods, I strongly recommend you take screenshots of the deposit process.
Thank you, Hugewin Casino, for your help and cooperation!
Best regards,
Branislav, Casino.guru
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