Complaint #16 CoinSaga Casino

Deposit not credited and giving conflicting statements

By Kumar J.

3 years ago

Message on forum

I deposited 1.03 LTC but it was never credited. This was on July 2nd. I reported to live chat and they said they would check and email me an update. 10 days later I had not received any follow-up or update via email. I reported back to the site and demanded an explanation. They said they were still investigating and I would have.rk keep waiting.

Then they requested KYC documents even though they hadn't even credited me the funds. I provided a scan of mine passport. They closed my account which I offered to do in order to resolve this. Meanwhile, 3 more days have gone by with no action. My account is closed. I sent my KYC documents.

They said they would refund my litecoin right after receiving my documents. That has not happened and they are parroting the same response every day. Return my funds and close this case.

That's all I ask.

Disputed Casino CoinSaga Casino

Reason Amount not credited

Amount $52.76

Discussion

AskGamblers

• Support Team

3 years ago

Dear CoinSaga Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

LamboRocket

• Anonymous Proxy

3 years ago

System (Coinsaga)

Jul 14, 2022, 20:06 GMT+2

(19:46:55) *** Nickolas < surname removed > joined the chat ***
(19:46:55) Nickolas < surname removed >: Hello. Has the team responded with a resolution yet?
(19:47:31) Nickolas < surname removed >: Day 14 Patrick
(19:47:34) Patrick: Hello Nickolas, hope you're doing well.
(19:47:54) Nickolas < surname removed >: I am okay. Thanks. Hope the same for you as well.
(19:48:23) Patrick: Thank you. Allow me a moment as I check this for you.
(19:48:31) Nickolas < surname removed >: Thanks
(19:50:55) Patrick: Thank you Nickolas. I am totally sorry, but the tech team has not been able to find a solution to the issue with your account yet.
(19:51:40) Patrick: What we can do now and this is what we have been suggesting you, is to send you a manual withdrawal, for this we just need to verify a few documents. But I understand that you don't want to provide them, am I right?
(19:51:44) Nickolas < surname removed >: The solution is very simple. Return.my 1 LTC and close the account.
(19:52:45) Patrick: It is simple, Nickolas. We are happy to send you the money back, but the rules are that you need to go through KYC first.
(19:52:53) Nickolas < surname removed >: I have not placed any wagers. I do not wish to identify. Your live chat agent wouldn't even tell me the country of which she was operating In. Nina. But I'm supposed to send over KYC documents and fully identify? Thats not right Patrick.
(19:53:23) Nickolas < surname removed >: It's not your money though Patrick. It's still mine. I have not made any wagers with your site.
(19:53:25) Patrick: We operate under Curacao license, Nickolas, if that solves your doubt
(19:54:13) Nickolas < surname removed >: I know curacao license very well. And they can be purchased from.a master licensee for around 25K euros. I could purchase one right now and have it by the end of the day.
(19:54:18) Patrick: May I ask you your country of residence, Nickolas?
(19:55:17) Nickolas < surname removed >: Let's say I reveal my residence and then you say it's on the list of restricted countries. Then what? That entitles you to keep my funds despite not having place d any wagers?
(19:56:11) Nickolas < surname removed >: No I don't believe that's the laws at all. If anything that would entitle you to return my unwagered funds and close the account directly afterwards.
(19:56:57) Patrick: I'm sorry and I fully understand your frustration, Sir. Actually we can do that, we just need the documentations as per license regulations.
(19:57:11) Patrick: As we need to do a manual withdrawal.
(19:57:23) Nickolas < surname removed >: I asked you a specific question and you failed to answer it.
(19:57:50) Nickolas < surname removed >: Let's say I'm.from north Korea. Then what would your response be?
(19:58:01) Patrick: Sorry, I believe I've answered the question
(19:59:10) Nickolas < surname removed >: Maybe I missed it then. I'll review once more.
(19:59:51) Nickolas < surname removed >: When you say "actually we can do that" what exactly were you replying to.
(20:00:37) Nickolas < surname removed >: Actually you can refund my litecoin. Or actually you can keep it as your own?
(20:01:32) Patrick: ah, what I mean is that we are happy to send the funds back
(20:01:40) Nickolas < surname removed >: My name is [redacted] and I'm an Indian national residing in Australia. now what?
(20:02:26) Nickolas < surname removed >: And you are located?
(20:02:49) Nickolas < surname removed >: In Kiev ukraine?
(20:02:50) Patrick: I understand, please send us a crypto wallet address and your ID via e-mail, we will proceed with the manual withdrawal as soon as possible.
(20:02:58) Patrick: We are located in Curacao, Sir. :)
(20:04:07) Nickolas < surname removed >: The license is from curacao but the operation is not. But okay I'll go along with it. I'll send the information via email could you provide your email address?
(20:05:22) Patrick: Sure, please send them to documents@coinsaga.com
(20:05:57) Nickolas < surname removed >: Thank you.
(20:06:33) *** Nickolas < surname removed > left the chat ***

I sent a scan of my passport 3 days ago. This has now been going on for 16-17 days they have been holding my funds hostage against my will. Totally unacceptable for any modern day operation. No refund at this time. Still waiting.

CoinSaga Casino Complaint Stats

Resolved 7 / 9

Avg. Amount $483

Avg. Complaint Duration 9 days

Avg. Response Time 2 days

CoinSaga Casino Complaints

See all complaints for this casino

Incorrect btc/ubtc deposit amount credited

I made a deposit of 0.02btc to coinsaga on 10th of July. The amount appeared on my casino account instantly, however, the amount credited was 1000 times less, instead of 0.02btc it is 0.02ubtc. I contacted live chat, it took a long time till I explained them that there was an issue, they asked me to send screenshots of the deposits and so on which I did. They passed info to finance team and it has been 5 days and no answer from them. I contacted live chat again, but every time they are just telling me that there is no update yet.

But the funny thing is as I see there is very little to check here. It is blockchain so you just enter the transaction hash and you see the amount transferred. Maybe they will start checking my situation when they see this complaint. I am attaching screenshots of my deposit, the deposit address of the casino and here is the transaction hash of the transfer: a0e33a11a7db17efdae3efdf39a439a55bc181b30c5e308040b7cf3a7dc67791. Also I am attaching the history of my deposit on the casino where it is seen that 0.02ubtc was credited instead of 0.02btc.

Unresolved

Deposit confirmed on blockchain but never credited to my account

I made a deposit 2 days ago it was confirmed minutes after it left my btc wallet.

When I go to the history in my account it shows a mbtc deposit of 0.00 credited. I see that other customers have had same problem so there’s obviously something wrong coinsaga’s end. All they keep saying is we’ve email the department that handles that but the problem is it’s not being handled and furthermore I sent my deposit to coinsaga and the funds were confirmed, so they need to credit my money to my account or refund it!!

I consider this theft.

Resolved

$12

Withdrawal in progress for 15 days

My withdrawal of 100 euros has not been processed, request was made 20th December.

I gave deposit.

I am verified (address verified. Was requested twice)

Before this I tried card withdrawal, it took a few chat sessions and 3 days for them to tell me it is not working, and I should request withdraw by wire transfer.

Resolved

€100

Want to withdraw but no options available for more than a week

I want to Withdraw at Coin Saga, but there are no options. So I contact the Chat. Always the Same Answer "We looking for more Information" since over a Week. A talk to several Agents and no one can or will help me. And yes I already deposit via Credit Card. Last week the told me the Casino will Inform me by Email but nothing Happens. Even the stopped to send me advertising Emails

Resolved

€30

Wagering not counted

Hello

I signed up for Coinsaga casino through Askgamblers and received the 150% bonus (150 euro) in bonus credits (40x wagering 6000 euros). I started to play on the midas golden touch slot and after about 1 hour and half, I want to check my wagering progress since I won some and was able to bring the balance up to over 3000 euros. I could not check this and contacted their live support.

I have checked that this slot is not on their bonus no playlist and it's not now. Also it states in the terms that slots count |00% in wagering. I have attached in my screenshots this information.

They had to report it to the technical department and now it has been almost 2 weeks I have asked on chat several times and they say its no reply from the technical department and they say everytime I contact them on their chat that they have sent a reminder to them but then everything goes silent.

Resolved

€3,170

Deposit will not be credited and support does not respond to request

I made a small deposit of 0.00011329 BTC on August 17, 2021. This was confirmed after a short time. However, the amount has not been credited to my account at CoinSaga until today. I contacted live support the same day and two or three more times to find out why my deposit was not credited. Until this day, I keep getting the same answer. The relevant team would get back to me via email. But I have never received an email.

https://www.blockchain.com/btc/address/3Nr6EnsZeVVDYBXeScbxg6PcUDdkVwVYfd

Resolved

Refusing to process 1 month old withdraw

They simply refuse to finalize any withdraw attempt every since i joined (I'm verified & i made deposits)

At first they came up with "its a td technical problem" & after days that turned into weeks as well as hours i spent in the live chat , it finally looked like (according to them) my withdraw was a second away from being processed..
All of a sudden it was another technical issue that needs to get resolved before they will process my withdraw(...the new problem was that i added a additional currency for future fiat deposits to my account , according to them thats a "critical issue that needs to be solved)

So basically they just keep making up completely random and non logical excuses, which will also change in detail every now and then depending on the chat agent you speak to.

Its 1 month + eversince the first withdraw request.

Resolved

Do not accept deposit

On July 22, I registered at this casino and decided to make a deposit to a ruble account using bitcoin. But the deposit to the site didn't work. After that, I created a Bitcoin account and made a deposit to it. After confirming the transaction on the BTC network, the money was not credited to the account. I wrote in support, at first my account was blocked, allegedly they do not accept players from my country, and wrote that the site can only have an account in one currency, BUT! The site has the ability to open other accounts and switch between them. Moreover, the deposit on the site does not work for other currencies even now.

"After I wrote to them by mail, they told me that my account was unlocked, tk. now they accept players from my country (2 hours later) and asked to wait for the financial department to resolve the issue. After 4 days, they wrote to me the following

Our technicians have already checked your case. As per the results of their investigation, you have not deposited with us. We can see some of the transaction visible as error as you've tried to send MBC 0.96 which equates to 0.00000001 BTC when the minimum deposit for Coinspaid is 0.0002 BTC."

But I sent 0.00095597 btc and it can be seen on the blockchain! I gave them the link for the transaction!

Btc transaction number

944354868db2fd43ff1b7a13309c9128a1044fbe8a3adc14cb348dccf9271717

Also attached a screenshot of the deposit

Resolved