Dear winnah,

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 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.

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 if 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

Hello Petronela,

I would like to start this off by saying contacting the payment provider is out of the question as this is a Bitcoin transaction and all information on it (where the payment came from and where the money went even after arriving at said address) is public to everybody on the blockchain (just look at the transaction on blockchain.com) It is clearly visible the money arrived at my private depositing address and was sent to their main wallet which contains more than 400 Bitcoins. The only one able to investigate/fix the issue would be the receiving end with their wallets and that would be Happyspins casino. It is clearly an error on their end as the transaction shows the money flowing as it should from me to them). Now for your questions, the Private depositing address was visible to me only, no other player, and a new one is provided for every new Deposit. This was my first and only deposit on their casino. I have made many crypto deposits before on other casinos so I can be sure this was no error on my part.

Thank you.

Thank you very much, winnah, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav ([email protected]) 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, winnah,

I am sorry to hear about this unpleasant situation. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite HappySpins Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear HappySpins Casino Team,

Could you please look at the player's situation from your side and provide us with the results of the investigation?

Thank you in advance for providing the information.

Hello,

today I finally received an email response and a balance from Happyspins casino however, the credited amount and bonus are all wrong. I have deposited 33.33€ plus fees which should leave my balance at 33.33€ raw cash + 66.66€ in 200% bonus funds for a total of 99.99€. However, my account balance shows 33.29€ with a 4€ bonus included for which I also have to complete wagering requirements. That's nonsense, even if they credit just the raw amount of my deposit there should be no bonus and no wagering requirements. I assume this is another error with their system as I have also received an email confirmation from them on a 2€ deposit which I have never made (I assume this is where the false 200% bonus came from instead of on my actual deposit). I will include pictures and I hope they will credit the correct amount soon.

Thank you, winnah, for the update and information. However, I would like to wait for the casino to respond and its explanation.

Hello,

today they correct the bonus amount and I played through all the balance, one thing I would like to note about the casino before you can mark this thread as closed is that the advertised bonus is very misleading and the only one of its kind I have seen so far, you have to play through all the wager requirements before actually getting access to any bonus balance so you actually play with raw cash only and no bonus, thank you.

Thank you, winnah, for confirming and for using the Casino Guru complaint resolution centre. I am very glad your issue was resolved.

Regarding the bonus - the casino offers you free money and it can limit this free money as it wants. It is the player's choice if uses this bonus or not, and a player is informed about the Bonus Terms and Conditions. Maybe you can try to ask the casino's Customer Support to provide you with more details. If your bonus is still active, there is a chance you could continue wagering after making another deposit. However, if you feel the casino's Bonus Terms and Conditions are not fair or misleading for players, I recommend you submit a new complaint about this issue separately with all details.

As the main issues have been successfully resolved, we 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.

Best regards,

Branislav, www.kpvfaw.com