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Hello Casino Guru team, I would like to file a complaint against CoinCasino regarding a cryptocurrency withdrawal issue. I made a withdrawal of approximately 5000 USDT (TRC20). After investigating the blockchain transaction, I discovered that the withdrawal was accidentally sent to the same TRC20 address that CoinCasino had previously generated for me on my account deposit page. This address had already received my earlier deposit and forwarded the funds internally into CoinCasino’s system, which indicates it is part of their deposit wallet infrastructure. Therefore, the withdrawal funds were not sent to a third-party wallet but returned into CoinCasino’s own deposit routing wallet. I contacted CoinCasino support multiple times and explained this, but they continue to respond with template messages telling me to contact a wallet provider, without escalating the case to their payments or finance team for internal blockchain tracing. The transaction hash (TXID), deposit address, and email communication can all be provided as evidence. I am requesting assistance in mediating this case and asking CoinCasino to trace the incoming transaction internally and resolve the situation. Kind regards,

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Dear Yeat,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please share your correspondence with the casino? You can reach me via email at attila.g@casino.guru, or you can post screenshot here.

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,

Attila

Dear Yeat,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Attila
Casino.Guru