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Casino Extreme - Sent Bitcoin payment to wrong address despite being verified by email first

RESOLVED
Posted on 12 June 2018

I won on a bonus and was trying to cash out my 50 bucks. I requested a cash out and went to live chat as extreme requires. On live chat they asked me to verify my cryptocurrency address via email. I sent them over the desired address via Gmail. However they sent it to a different address. I have pictures of the time I sent the email with the correct address and pictures of the time they paid me out supposedly. But not to the address I stated. How do you have someone send an email confirming the cryptocurrency address and then not send it to the address they confirmed with. I've been waiting for response after I email The Pit Boss at casino extreme and now it's been a few months and still no response. I've been a loyal customer to them and have cashed out a large winning of 10,000 before. And didn't expect this

Posted on 12 June 2018

Hello MCK707,

Firstly, I must note that we had responded to your e-mail within an hour of your e-mail inquiry. You've noted in your complaint that you haven't received word from us, which is factually incorrect. Below is a copy of the exact e-mail we've sent you. We find it an appropriate response to this complaint, which is why we will post it here. We would attach the actual e-mail to this response, but it would expose sensitive information, which is why we can only show the transcript.

TL;DR: We are bound by our Terms of Service to pay customers to the cryptoaddress they provide in the Cashier menu while requesting a withdrawal. The e-mail confirmation of the cryptoaddress is not standard procedure, and we occasionally request that in order to avoid customer typos while copy-pasting the cryptoaddress.

E-mail verbatim:

Dear [First Name removed],

We are sorry for the inconvenience caused by this situation. What happened is that we processed the withdrawal to the originally requested cryptoaddress. You entered this address yourself in the Cashier menu upon requesting your withdrawal.

We are bound by our Terms of Service to process withdrawals to this exact cryptoaddress, the one you enter while requesting a withdrawal. What we are not bound by our Terms of Service is to check if the address was entered properly. However, we do actually request our customers to confirm the payout cryptoaddress by e-mail to avoid situations such as these.

Again, we are not bound to do this by our Terms of Service. Your e-mail confirmation hasn’t reached us in time, so we went ahead and processed the withdrawal without personally checking if you’ve entered the cryptoaddress properly.

We skipped waiting for this confirmation e-mail, as the cryptoaddress you listed on your payout request has previously been used by you for previous payouts made on the 1st and 2nd of January.

Please understand that it is solely your responsibility to ensure that the cryptoaddress you entered in the cashier menu is valid. We will not cover any eventual loses caused by cryptoaddress mismatches.

Kind Regards,
Mikey
Casino Extreme

AskGamblers
Posted on 13 June 2018

Dear @Mck707,

Please confirm if the issue has been resolved. Keep in mind that 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.

Thank you for your cooperation.

Posted on 14 June 2018

So untrue and I have email with time I sent and time you sent. How can u say it was already sent when u don't send until the address is confirmed via email
Look at the time my email sent and when you process the withdrawal

Posted on 14 June 2018

Hi MCK707,

As you are surely aware, e-mail delivery is not always perfect, and delays happen relatively often. This may be the cause the between the difference in the time you've sent the e-mail, and the time we actually received it. Another issue in regards to this e-mail is that the address you used to send this "cryptoaddress confirmation e-mail" is not the e-mail address you registered your account with.

And even if we had received the e-mail on time, I will emphasize again: We are not required by the mutually agreed to Terms of Service, to check your withdrawal request for user-generated errors, such as entering an incorrect cryptoaddress. Please understand that it is SOLELY YOUR RESPONSIBILITY to make sure that you input the CORRECT CRYPTOADDRESS while requesting a Bitcoin withdrawal. As we didn't input this cryptoaddress ourselves, we cannot be held responsible for it being incorrect.

Furthermore, I must stress again that the CRYPTOADDRESS you were paid out to was PREVIOUSLY USED by your account to make SUCCESSFUL WITHDRAWALS, on the 1st and 2nd of January this year.

I hope I was clearer in explaining the terms.

Sincerely,
Mikey

AskGamblers
Posted on 18 June 2018

Dear @Mck707,

Please confirm if the issue has been resolved. Keep in mind that 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.

Thank you for your cooperation.

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