My recent experience with Banzai Casino (operated by Starscream Limited) has been a NIGHTMARE. I made a €150 ETH withdrawal that never arrived in my wallet, despite providing the correct address and double-checking the blockchain and confirmation from my wallet host. The casino then sent a second transaction - but to an address that does not belong to me and appears to be the transaction hash…of the first transaction.
Even after sharing all my evidence (screenshots, wallet checks, email corresondance with Support showing THEY made the mistake), the casino refuses to acknowledge their error. STAY AWAY from this casino if you value your money: they stole mine and I’ve received testomimonies from other players who’ve been stolen by them - sometimes several thousands USD.
I wish I could say something really helpful now!
Well, would you consider lodging a more official complaint? We have a special team of mediators available; those people try to settle issues between players and casinos, and the thing is free of charge. So, let me know if you are willing to try. Ask questions if oyu have any.
I believe it's worth a try.
Hi Radka, thanks for your message! I have filed a complaint to the Kahnawake Gaming Commission, I should hear back from them next week. If if leads nowhere, I'll make sure to get in touch with you, thank you offering to help. In the meantime, I feel it's important to post in gaming forums or websites to share my experience to other players... I'm in no way saying that they scam everyone, but they did scam me - and other players have reached out to me with similar experiences. Cheers, Bexxos.
Hi Bexxos!
Okay, got it! Hope the licensing authority will speak up soon. Please come back with updates, because you're 100% right—sharing is important.
And if things go sideways, we're here!
Wish you a fair and square response.
Hi Radka, thank you very much! I'll definitely update this thread - right now I'm still in touch with Support and they give me the same answer they've given me from the start : this is with the "relevant service" who's looking into it. Looking for something that doesn't exist can take a looooot of time so in the meantime I have no choice but to warn other other players not to take a risk and to go play in a more reputable casino.
Hi Radka, I have received an unbelievable answer from the gaming commission : they have asked the casino for their version WITHOUT requesting proof, then took their answer at face value and rejected my complaint despite me having evidendence. I can't believe how ridiculous this is. Not asking for proof, what kind of investigation is that?! Anyway, I'm definitely not giving up and I'd be very grateteful for your help. Will you please let me know what you need from me? Thank you!
Hello. That scenario is very common; the casino provides the proofs and this is usually enough for the authority, so they do not look elswhere... I am not surprised, but I regret that the process has not changed at this point.
Sadly, it is much better to complain first to us, because we are ready to listen to both sides. Even though we could eventually found out that the casino made a mistake or wasn't fair to you, they can always come with the regulator's decision ruling in their favour. 🙁
Feel free to try the complaint process, of course, but I would expect such an ending from the casino.
I never had such an issue before so I didn't know, that's too bad. I will fill out the form anyway 🙂
Hi, it looks like I can't edit my complaint but I forgot to attach the pdf with all the proof. I did receive a link to edit, but I can't click anywhere... I don't want my complaint to be read as it is, it's missing the main components...
Hi, Let me take a look at it; I'll try to send a note to our first response or find a fix.
From my perspective, it's okay. The complaint was approved already - good first step. Veronika, as a part of the first response team, will cooperate with you to collect all emails, chats, and whatever you have. Later on you will be asked to send her an email. Don't worry.
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