I have an issue with getting payment from the casino.

As casino informed me via email my withdrawal request was completed on 12.03.2025 but I still haven't received amount to my wallet. Transaction has status completed in my casino profile as well. For withdrawal method I used my crypto wallet address. It usually takes some hours to get payment in crypto currency.

I am trying to contact casino via email and special contact form on the website but still didn't get any reply from them.

I count on your help in this matter.

Sincerely,

Erika

Dear Pulina,

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

To assist you further, could you please clarify the following:

1. Could you confirm the exact date and amount of your withdrawal request?
2. Was there any specific message or reason provided by the casino regarding the delay or rejection of your withdrawal?
3. Could you please provide a screenshot of the current withdrawal status from your account or any communication you’ve received regarding the request?

Please forward any relevant communication to [email protected].

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Dear Petronela,

I requested withdrawal on 02.02.2025. It was pending more than a month. I was contacting support via chat and email. I forwarded emails to you. Finally as casino informed withdrawal was completed on 12.03.2025 but money still didn't arrive to my account.

Thank you very much, Pulina, for providing all the necessary information. I will now transfer your complaint to my colleague, Jana ([email protected]), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Dear Pulina,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite FavoritoBet Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Hello everybody. Thank you for bringing this to our attention.

We have reviewed the case of the player (email: ******************) and we can confirm that the withdrawal was successfully processed on March 12, 2025, at 09:39:56 via Coinspaid using USDT (TRC20) in the amount of $551.02 (536.88 EUR).

The transaction has been fully completed on our end, and any further delays or issues related to receiving the funds are outside of our control, particularly when it comes to blockchain transactions. If the player provided an incorrect wallet address or experienced issues with their personal crypto wallet provider we are unfortunately not responsible for those circumstances.

Additionally, we have already clarified the situation directly, including with the streamer agent through whose stream the player originally joined our platform.

All relevant internal checks confirm successful processing, and no errors occurred on our side.

We consider this matter closed.

Best regards everybody,

Melina

Dear all,

I kindly ask the casino representative to provide transaction hash - TxID. In this case I will be able to check it from my side.

Best regards

Erika

Dear FavoritoBet Casino representative,

could you please provide the player with the information that she needs in order to be able to check the transaction on her side?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Erika and Casino Guru Team,

We have once again reviewed the player’s case in detail. The withdrawal of $551.02 in USDT TRC20 was successfully processed on March 12th. The transaction was completed on our side without any errors or interruptions. However, due to the technical structure of Coinspaid's processing system, which aggregates multiple transactions for security and efficiency, we unfortunately do not have access to an individual transaction hash from our interface.

We understand this may be frustrating, but from our end, the funds have been sent correctly to the wallet address entered by the player. Any further issues related to the reception of funds should be addressed directly with the wallet provider or investigated via the blockchain explorer service. Since no anomalies were recorded on our system or from our payment provider at the time, we must consider this case resolved and closed.

Dear Pulina,

what is the current status of your withdrawal?

Hello,

I still haven't received the payment.

With the transaction hash everything would be clear, and therefore I asked the casino to send it. I have doubts that amount was not paid to the correct address then. I kindly ask the casino to send the address to which the withdrawal was paid. In this case, I can check the correctness of my real crypto address and the address I provided to the casino to which they paid the amount.

Thank you in advance.

Dear FavoritoBet Casino representative,

could you please provide the player with the transaction hash in order to check the correct crypto address?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

FavoritoBet Casino has already processed the withdrawal on March 12th, 2025, via Coinspaid USDT TRC20 to the wallet address provided by the player.

As previously explained, due to Coinspaid’s internal transaction aggregation system, an individual TxID is not available. However, all our internal audits confirm that the payment was completed successfully and without any errors.

We are unable to retrieve additional information beyond what has already been shared.

Since the funds have been sent correctly from our side, and no technical faults have occurred on the casino’s or the payment provider’s side, we consider this matter permanently closed.

We kindly advise the player to contact their wallet service provider directly for further assistance.

Thank you for your understanding.

Dear FavoritoBet Casino representative,

could you please provide us with confirmation of sending the funds? You can email it to [email protected]

Dear Pulina,

based on the above response from the casino, can you confirm that you have received the funds from the casino?

Hello

The situation did not change, I can't confirm that I received the funds.

Dear FavoritoBet Casino representative,

I found out there is a possible way how to get Coinspaid′s internal transaction - https://docs.cryptoprocessing.com/how-to-start/transaction-and-address-tracking. Player still has not received her winnings. She will able to check it via the transation hash which you can get from the website provided above. Thank you for the cooperation.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao Gaming Authority (https://www.gamingcontrolcuracao.org/) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own ([email protected]). I am sorry I could not be of more help on this occasion.

Best regards,

Jana