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BoVegas Casino - Missing BTC deposit issue

RESOLVED
Complaint Info
Disputed casino BoVegas Casino
Reason Amount not credited
Amount $ 19
Posted on December 16, 2019

Hi,

So I need some help here. I understand this is a small amount of money but I have only recently began playing with this casino and I feel like if they cannot resolve a 20.00 deposit issue in 2 weeks time, then how could they possibly handle a larger one?
First I should mention that this casino has a $25 deposit minimum. Since Bitcoin prices fluctuate rapidly, I always deposit and extra dollar especially if I am only depositing the minimum to make sure it doesn’t go below by the time it posts. Admittedly however the next part was my mistake. When I withdraw from bitcoin wallet, it doesn’t default at 0.00 and make you put in the value. It defaults an amount and you have to go and change it to the amount you want to withdraw which I forgot to do and so the first deposit came to around $7.30. I immediately realized what I had done and processed a second withdraw for the difference which was 0.00255861 in btc or around $19.00. Both transactions went through seamlessly on the blockchain however only the first transaction of 0.001 btc or $7.30 credited to the account. I actually received a call from BoVegas as soon as I processed the withdraw at which time I explained what I had done and asked if it would go through ok and was told it would be fine. A couple of hours later however when the second transaction did not post, I contacted customer service via chat and explained what had happened and sent screenshots of the confirmations. I was told at the time that they saw the two transactions and both were posted but they were referring to another deposit that I had made on 11/4 which is completely separate and irrelevant to the missing deposit. I have now sent proof a total of 5 times to both chat reps and via email when requested by the finance department only to get no response. I contacted someone else via chat today and again was informed that the two payments had posted but again, they were referring to the earlier deposit and not the one that is missing. They don’t seem to understand that the missing deposit is in fact missing. The representative then forwarded the issue to a manager who contacted me via email and asked me for the exact amount of the deposit which I again provided and I then received and email saying the same thing. That both had posted but they again were looking at the earlier deposit that isn’t even for the same amount or close to the same date. I again sent confirmation of all of these transactions hours ago and have yet to hear a word. I also have a withdraw request of 300 that I requested 12/4 which is over the 7 business days they promise and I was told that it would be processed today yet , I have heard nothing. It’s bad enough that they can’t just pay out the money they owe you all at once. They will only do it 250 at a time and make you have to keep requesting, but they stretch it out as long as humanly possible and then once they make the first payment, they exclude you from using coupons when you win. All of this makes me sad because I really enjoyed playing at this casino and I have many friends who have made deposits there on my recommendation and I would have made many more deposits had they been able to do good business but that seems not to be the case. I feel like they have no intention of giving me any of the money that is rightfully mine at this point. Please help.

P.s. I am including proof of not only the missing transaction but also of the other two that were credited already which they keep referring to when I make my complaint. I am not denying that either of these went through. I simply want credit for the one that did not .

Posted on December 19, 2019

Hello Lilmissyfrufru,

Thank you for your post on AskGamblers.

We’ve been informed by our Finance Team that the matter has been recently resolved.

We’ve been advised that the Bitcoin wallet is dynamic and changes for each and every transaction. Both of the deposits were sent to the very same wallet ID, therefore 1 of the transactions was not credited automatically. They have looked into the matter with the technical support for you and have restored the balance to the amount of the 2nd bitcoin transfer.

Should you have any questions - please feel free to contact our 24/7 friendly Live Support team.

Have a wonderful day ahead!

Sincerely,
BoVegas casino

AskGamblers
Posted on December 19, 2019

Dear @Lilmissyfrufru,

Please confirm if the issue has been resolved. Be in aware in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly. Please keep in mind that as per the AGCCS terms providing updates in a timely manner is a must.

Thank you for your cooperation.

Posted on December 19, 2019

Thank you so much! Since contacting you my account was credited and my withdraw request finally approved although I am still waiting for the funds to be deposited.

AskGamblers
Posted on December 19, 2019

Dear @Lilmissyfrufru,

Since you confirmed the withdrawal request approved, AskGamblers Complaints Team consider the complaint as resolved and it is being officially closed now. Feel free to contact our team and request complaint's reopening in case your funds not deposited as expected.

Thank you all for your cooperation.

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