What Happened
A player says a $765 withdrawal sat waiting for the casino's approval after they had deposited several times and lost about $1,000. According to the player, live chat first said a payout could take up to three days, then said there was no time frame at all. Later the player said no money had reached them, and that the casino had sent only a transaction hash, the code that tracks a crypto transfer.
How It Developed
- Complaint opened: the $765 withdrawal was still waiting for approval, and chat support had changed its estimate from three days to no date.
- The mediator asked the player to say whether the issue was settled and warned that the complaint would be closed without a timely answer.
- The player said nothing had arrived. Their wallet provider wanted full transfer details to search for the payment, and the player said the casino's transaction hash alone was not enough.
- The mediator said it was in touch with the casino about the case.
- The mediator closed the complaint, finding the casino had acted within its terms, and pointed the player to a regulator or an outside dispute service (ADR).
Rejected
The mediator found the casino followed its terms, though the page lists the case as Resolved. The player said the $765 never arrived; nothing shows it did.
What Has (and Hasn't) Helped
Nothing on the page shows the money arriving. If a casino gives you a transaction hash but your wallet shows nothing, look the hash up on a public blockchain explorer. Check the network, the amount and the receiving address, then send those findings to the mediator before it decides.