I made two separate deposits minutes apart. One for $7.69 and the other for $7.62. I waited for several hours and checked the status on the Blockchain. Both transactions were confirmed and sent to my player wallet. Neither of which was credited. I reached out through chat support (Emma was my representative). I was told that it clearly stated in the T&C's that any deposit under .0003500 BTC would be lost. Emma then said the deposits were eaten up by mining fees and I had no recourse to recoup my money and that they would not credit my account. Even though I could see clearly that the fees had not in fact eaten my deposits up and that the remaining funds were sent to my player wallet. I spent the next hour being told there was nothing they could do and then finally after I did some research online I requested a refund of my deposits. To which the response again was that the T&C's clearly stated my money was permanently lost. I asked for my concern to be escalated and was told again that there was nothing I could do but that she has passed along my concerns to a manager who would reach out to me sometime in the next 24 hours. I tried to open a new chat hoping to speak to someone more helpful but Emma popped back on and stated that there were no more answers to my questions. When I asked for an official transcript of our conversations I was finally given an email. (I took screenshots either way of both conversations). I then asked what the procedure for a refund request was and was met with the answer once again "Don't Worry". I was told by Emma that she had already submitted my request to a manager but that refunds were not something offered for these instances and hopefully the manager could make me understand. My reply to this was that she had not addressed my question and that I simply wanted the information regarding making an official refund request. I was given a generic support email and told once again nothing could be done.

Dear mzscarlett27,

Thank you very much for submitting your complaint. I’m sorry to hear about your issue.

Please understand that with crypto payment methods it is a little bit tricky. If you deposited under the required minimum limits I'm afraid we won't be able to help you. My only recommendation would be to check deposit limits before each transaction to avoid any misunderstandings in the future.

Thank you in advance for your understanding.

Best regards,

Petronela

Where exactly did my money go because it is stated quite clearly on the blockchain that it was sent to my casino bitcoin wallet

I'm afraid your deposited funds were used for fees as it would possibly happen with other payment methods as well. Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I?could be of more help. Thank you in advance for your reply and understanding.

Dear mzscarlett27,

We are extending the timer by 7 days. Please, be aware that in case you fail to comment on your complaint in the given time frame, we will reject your complaint.

Again I have record of the transactions and they BOTH show that after fees were collected the balance of each transaction was deposited to my casino wallett

Those are the screenshots yes

Since they are both under the required minimum I'm afraid there's nothing we can do to help you to retrieve your money.

I wish I?could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.