I made a deposit on the site using cryptocurrency, but it hasn't appeared in my balance. At first, they insisted that I sent it to the wrong address, although the hash shows it was sent correctly and successfully arrived. Then, they claimed that the wallet address in my personal account was incorrect. Their responses are very vague. In the end, they said they would refund my money within 60 days, with a 10 EUR fee, which I find improbable. The transaction is visible, but they keep insisting they haven't received the funds.

Отправил депозит на сайте в криптовалюте. не появился на балансе. Сначала твердили что не туда отправил, хотя по hash все отправлено и благополучно дошло. потом твердили что оказывается у меня в личном кабинете указан не их кошелек. Отвечают общими словами. По итогу отписались тем что мы вернем вам средства в течении 60 дней с комиссией в 10eur, что тоже маловероятно. Передвижение денег видно, но твердят что их нет

Dear spsvk,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Could you please advise if it was your first deposit in this casino?
• Did you deposit via the casino's website? Are you sure the address you used was correct?

If there is any other relevant communication between you and the casino, please forward it to [email protected]. Alternatively, you can post it here. 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Good afternoon. This is not the first deposit, but the first in this way. The wallet I sent to is correct. as in your personal account

Добрый день. Депозит не первый, таким способом первый. Кошелёк куда отправлял, указан верный. как в личном кабинете

Thank you very much, spsvk, for your cooperation. I will now transfer your complaint to my colleague Peter ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi spsvk,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite IZZI Casino to the conversation to participate in the resolution of this complaint.

Hello, dear player and Casino Guru representatives! Since the player sent funds in a different currency, the payment was lost. The funds will be restored by the payment system within 60 days minus 10 EUR commission and then will be credited to the player's account.

Best regards,

Izzi Casino!

Thank you IZZI Casino team for your reply. Could you please specify what currency the player used and what currency were they supposed to use?

Dear Peter,  the player sent USDTT to our TRX address.

Best regards,

Izzi Casino!

Thank you IZZI Casino team for clarification.

Dear spsvk,

If you used the incorrect blockchain for transferring the funds, I'm afraid there's not much that can be done. The positive aspect is that the casino will reimburse your deposit, even though it will cost you a €10 fee. I recommend exercising caution in blockchain transactions to avoid issues.

Dear spsvk,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Good afternoon. So the network is correct when translating TRC-20. And I can transfer from a telegram wallet Usdt to a trx wallet. And the payments arrive. I don't understand what the casino representatives are talking about. Just think. in the public domain (I sent you screenshots), you can see the transfer and receipt of funds to this wallet, and they say that I did something wrong.

Добрый день. Так сеть правильная при переводе TRC-20. И я могу переводить с телеграм кошелька Usdt на кошелек trx. И платежи доходят. Я не понимаю о чем говорят представители казино. Просто подумайте. в открытом доступе есть(что я вам скидывал скриншоты), видно перевод и поступления средств на этот кошелек, а они говорят что я сделал что-то не так.

Dear spsvk,

As stated above, the funds were sent to the incorrect blockchain. I'm afraid there's nothing we can do to help you. The casino will refund you and will deduct a fee. I can only recommend you choose the correct blockchain for each transaction to avoid trouble in the future. Your complaint will be rejected. I wish I could be of more help.

Best regards,

Peter