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I made a cryptocurrency deposit to the deposit address provided by Cryptorino. The transaction was successfully confirmed on the blockchain. However, the deposit was not credited because it failed Cryptorino's KYT (Know Your Transaction) screening.

After contacting support, Cryptorino informed me that the deposit could not be credited and confirmed that my funds would instead be refunded. I immediately provided the refund wallet address they requested.

It has now been over 25 hours since Cryptorino confirmed the refund. Despite multiple follow-ups via email and live chat, I have received only generic responses stating that:

My funds are safe.

The refund will be processed.

The refund is handled by another department.

They cannot provide any timeframe or meaningful status update.

I am not disputing Cryptorino's KYT decision. I respect their compliance procedures. My complaint is that they have acknowledged my entitlement to a refund but continue to hold my funds without providing any indication of when the refund will be processed or what stage the refund is currently at.

I also contacted the exchange from which the funds originated (Roqqu). They investigated the matter and informed me that one of their operational Ethereum addresses appears to have been incorrectly flagged on Etherscan as an address poisoning/phishing address and that they are working with Etherscan to have the incorrect label reviewed and removed. I have informed Cryptorino of this development.

Resolution Requested:I respectfully request that Casino Guru assist in obtaining:

The immediate processing of my confirmed refund; or

At the very least, a meaningful update from Cryptorino regarding the current status of the refund and the reason for the ongoing delay.

I am able to provide all supporting evidence, including:

The blockchain transaction hash (TXID).

Blockchain confirmation of the deposit.

Emails confirming that Cryptorino will refund the funds.

Email and live chat correspondence showing repeated follow-ups.

Roqqu's written statement regarding the Etherscan address flag.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

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.

Have you made any successful deposits into this casino before?

Has the casino specified how long it will take to refund your failed deposit?

Could you please forward me all the evidence you mentioned to veronika.f@casino.guru? In particular, please include:

• The blockchain transaction hash (TXID).
• Confirmation of the blockchain transaction.
• Any emails confirming that Cryptorino will refund your funds.
• Your email and live chat correspondence with the casino showing your follow-up requests.
• Roqqu's written statement regarding the Etherscan address flag.

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