Bets.io Casino - Игрок сталкивается с задержкой процесса возврата депозита.

I am writing to request your assistance with an issue I encountered with Bets.io regarding a missing deposit and the recovery process.

Below, I have outlined the relevant details for your review.

Details of the Issue:

On december 24, I made a deposit of $1500 to my account at Bets.io. Unfortunately, I mistakenly selected the BASE network instead of the Ethereum network for the transaction.

As a result, the funds were not properly credited to my casino account.

Bets.io informed me that the funds could be recovered, but this would require a payment of $150 (or 156 USDT) as a recovery fee. I was also informed that the recovery process could take up to 60 days.

I paid the required fee, trusting that the recovery process would be initiated.

My Concerns:

While I appreciate that Bets.io has offered a solution, I am concerned about the following:

The length of the recovery process (up to 60 days) seems excessive for a digital transaction.

The requirement to pay a recovery fee upfront for retrieving my deposit feels unusual, and I would like to understand if this is standard practice.

Requested Resolution:

I kindly request that Bets.io provide an update on the status of the recovery process and confirm that my deposit will be refunded to the original wallet as soon as possible.

If there are any delays or issues, I would appreciate clear communication and documentation to understand the situation better.

I feel kind of scammed on this situation, and 60 days for such a huge amount is redicioulus.

Dear NorthhNX,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Bets.io Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Have you urged the casino to process your request sooner? With what result?
• Could you please explain when you funded the recovery of your deposit?
• Could you please share the transaction hash of your initial deposit?
• Could you please forward the original response from the VIP representative, so that we can check the sender of the email?

My email is tomas@casino.guru

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,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

To date, I have not received the $1,500 deposit (0.43942875968123519 ETH, now valued at $1,600).

Daily requests for updates have been made, and recently it was mentioned that the process normally takes 1 to 2 weeks, with a maximum of 60 days. However, now that 2 weeks have passed, it was stated yesterday that no further updates would be provided until the full 60-day period has elapsed.

In a forum post on Bitcointalk (https://bitcointalk.org/index.php?topic=5471520), the casino claimed to offer 24/7 support and recovery of lost deposits exceeding 50 USDT. However, no reviews or experiences confirming such recoveries can be found.

I am deeply concerned about the following:

The current whereabouts of the deposit.

Whether the deposit will ever be returned.

The reasoning behind a $150 fee, which seems entirely unjustified.

Moreover, the 60-day waiting period is not only excessive but also be illegal under consumer protection laws.

This situation requires immediate attention, and I kindly request assistance in resolving this matter promptly.

Thank you very much, NorthhNX, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) 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.

Hello, NorthhNX,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Bets.io Casino team,

Could you please explain the player's situation in more detail and comment on the information provided in his posts?

The main topics regarding the recovery of the deposit in question:

• What is the update on the recovery?
• What is the approximate estimated time frame for processing the recovery?
• What is the reason for quite a high fee for processing the recovery and a long recovery time (60 days)?

Thank you.

Dear Casino Guru team,

At Bets.io, we prioritize transparency and strive to provide exceptional support to our players. As outlined in our Terms and Conditions https://www.bets.io/terms-and-conditions under "Deposits Into Account": "The casino shall not be held responsible for the transfer of client’s funds in case the client mistakenly indicates the wrong wallet number or wallet network."

In this case, the player transferred funds to an incompatible address, which aligns with this rule. Nevertheless, we deeply value our players and always aim to assist in resolving such issues when possible to ensure they feel supported and appreciated.

To provide the most efficient support in transaction handling, we collaborate with a trusted intermediary service responsible for managing such requests. This service handles the technical aspects of the process while remaining in close contact with us, enabling us to keep the player informed throughout. The player was fully briefed on the recovery procedure, including the associated €150 recovery fee and an estimated timeline of up to 60 days, and they provided explicit consent to proceed.

Currently, the recovery process is ongoing. As soon as it is completed, we will promptly inform both the player and here (Casino Guru) with an update.

Should you have any additional questions or need further information, please do not hesitate to contact us.

Dear Bets.io Support Team,

Thank you for your response. While I appreciate your efforts to address my concern, I must express my dissatisfaction with the situation and certain aspects of your handling of it.

Firstly, while I was informed about the 60-day recovery timeline, I was not adequately briefed on the recovery procedure itself. Specifically, I was not provided with clear details about the involvement of an intermediary service or the technical steps required. Furthermore, your claim that I was "fully briefed" before paying the €150 recovery fee is inaccurate.

The lack of transparency on your part is highly concerning, especially when dealing with such a substantial amount of money.

Additionally, the 60-day timeline remains unreasonable for a digital transaction of this nature. Given the capabilities of modern technology, I find it difficult to accept that such an extended period is necessary, and I am left wondering whether this delay is justified or merely arbitrary.

I respectfully request the following:

A clear, detailed update on the current status of the recovery process.

An explanation of the specific steps being taken to recover my funds, including the role of the intermediary service.

Reassurance that my funds will be returned to the original wallet promptly once the recovery process is completed.

This situation has caused undue stress and inconvenience. I expect improved communication and timely updates moving forward.

Thank you both for your replies.

Dear NorthhNX,

Based on the screenshots you shared with us in your first post, you were informed about the 60-day processing period, and you accepted it.

If the process is being handled by a 3rd party service provider, I do not think they will inform the casino about every step they make. Also, I think that it is completely irrelevant for now, especially if the given period has not passed yet. In addition, the casino assured you the recovery process is ongoing, and as soon as it is completed, they will inform us about an update.

Therefore, since the deposit in question was made on December 24 and the recovery process started, I will extend the timer accordingly, by approximately 1 month from now on, and we will wait for the casino's update.

To be honest, I would say it is great that the casino is able and willing to help you restore your deposits, even if there was a fee. In many online casinos, it would be impossible and no one would help you. Unfortunately, the mistake occurred on your side, and there is no other option than to wait. If nothing happens even after 60 days, then we can start talking about a problem.

Thank you for your patience and understanding.

Dear Bets.io Casino team,

Feel free to provide the complainant with the details he respectfully requested if you have any.

I am extending the timer for you, until the end of the 60-day period. In case you reply to the player earlier, I will set up the timer to the same value. If you do not respond until the timer expires, nothing happens, our system will put there an auto-reply, and the timer will be extended by an additional (the last) 7 days.

Thank you. Looking forward to hearing good news from you soon.

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 NorthhNX and Casino Guru team,

Thank you for your patience while we worked on this case. We’re happy to inform you that the funds were successfully sent to the user's wallet a week ago, and the request has been resolved.

For proof of the transaction, we can provide you with a direct link to the transaction details.

However, for security reasons, we cannot publish the transaction hash publicly. Please let us know where we can send this information privately.

Alternatively, we kindly ask the user to confirm that he has received the funds.

If you need any further assistance, feel free to reach out.

Best regards,

Bets.io Casino

Greetings all,

Thank you very much for the update and confirmation, Bets.io Casino Team!

Since a significant time has passed without the complainant confirming the successful refund of the deposit, let's ask him for it. For now, it is not necessary to provide the transaction hash; however, if the receiving e-wallet address matches the sender's e-wallet address from the hashes provided by the player in his second post above - feel free to send the hash to my email, and once it is confirmed that the refund was made to his e-wallet, I think we can close the case without waiting for the user's confirmation. You can use my email as usual (branislav.b@caisno.guru). At least we can shorten the processing time if the user does not plan to reply and confirm it.

Dear NorthhNX,

Can you please confirm you received the refund so we can consider the matter successfully resolved and close the case accordingly?

Thank you. Looking forward to hearing from you.

Dear NorthhNX,

We are extending the timer by 7 days. Please be aware that in case you fail to respond in the given time frame or do not require any further assistance, we will consider the matter sorted out, and the complaint will be closed accordingly.

Greetings all,

Based on the available information and the above-stated, I will now mark your complaint as 'resolved' in our system.

Dear NorthhNX,

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.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Thank you, Bets.io Casino, for your help and cooperation!

Best regards,

Branislav, Casino.guru