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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with RakeBit Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Have you made any successful previous or subsequent deposits using this payment method?
• Have you since received any updates regarding the transaction from the dedicated payment team of the casino?
• Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Dear rainmain11,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Peter (peter.m@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear rainmain11,

I've reviewed your case and understand the situation. I will contact the casino to facilitate a resolution. I'm inviting RakeBit Casino to join this conversation.

Hello Peter,

We are currently checking the details of the case and will let you know as soon as possible.

Kind regards,

Rakebit Team

Dear Peter,

We have sent you an explanation regarding this case via email. Kindly check your inbox at your convenience.

Please let us know if you require any additional information or clarification.

Kind regards,

Rakebit Team

Hey Peter, I would ask that any explanation from RakeBit be posted in this public thread, not sent only by private email. The facts of this case are on-chain and verifiable by anyone, so there is no reason to keep the casino's explanation off the record.

Here is what has already been established, none of which the casino has disputed:

1. The deposit transaction is finalized and successful on the Solana blockchain, with maximum confirmations. Signature: 4sy6iBFpBPNLgZysj24fv4cpatKBimGq7nvUJzveBW3SDuGctbVVrii4C6sehF2qBh677X3VorP7eq5LYcRVsc2H

2. The 1.244483 SOL was received at the deposit address RakeBit's own deposit panel assigns to my account: G9t68Nzw9ntvBybmzqcNZeuVCYyk7YA5u9dAB9qebXJs

3. About three hours later, that exact amount was swept from my deposit address into RakeBit's wallet: BfP2dBiHbiqYvsmESsgHEL8wQtZt25sbDNKnwmNRB34G

4. RakeBit's own live chat agent confirmed, in writing, that the transaction "was successfully completed on the blockchain, meaning the funds were debited," and separately that the funds are "sitting in your wallet here," naming that same wallet.

So the money was delivered, confirmed, and moved into RakeBit's own wallet by RakeBit's own system. Crediting a confirmed deposit to a player balance is an internal action that only the operator can perform. The agent even said as much: that it "must be correctly identified at the provider side." That is RakeBit's job, not a condition I failed to meet.

I have been given four different explanations for this one deposit: that the token account was inactive, that a token reference was closed, that it succeeded on-chain but needed provider-side identification, and that it could not be matched to an active token account. A WSOL account closing on unwrap to native SOL is routine and does not destroy or misdirect funds. None of these explanations changes the fact confirmed on-chain and admitted by your own agent: the funds are in RakeBit's wallet.

I am requesting the 1.244483 SOL be credited to my account. If RakeBit disputes any specific fact above, please state which one, in this thread, with evidence.

Dear Team,

Thank you for your responses.

Dear RakeBit Casino team,

Thank you for your message. However, I don't see why the information shared via email cannot be published here, as it appears that there is no sensitive data involved. You mentioned that there was a cross-chain network mismatch, where a player sent USDC through the Polygon network (USDC-POL) to a Solana address. I have some questions regarding this:

1. How come the previous deposits worked, as the same deposit method was used?
2. Why did the player receive several different explanations of what happened?
3. How was the balance moved from the recipient's address if the funds were supposed to be lost?

Dear Peter,

Thank you for your questions.

To resolve this matter amicably, we have credited the disputed amount to the player’s account as a gesture of loyalty.

We must emphasize that the original deposit was not recovered. This credit was funded entirely by us as a courtesy, as the transaction itself remains unrecoverable due to a mistake on the player’s end. Below are the technical clarifications regarding the transaction:

1. Why did previous deposits work?

Previous Deposits: The player previously made direct, native transfers (e.g., sending native SOL or USDC directly on the Solana network), which our gateway fully supports.

This Deposit: The player used an unsupported third-party cross-chain bridge to send USDC from the Polygon network to a Solana address.

2. Why were there different explanations?

Our responses evolved as our team escalated a highly technical issue:

Initial Support: Correctly identified that the funds did not arrive due to an incompatible cross-network transfer.

Technical Escalation: A deeper analysis of the Solscan ledger revealed the exact smart contract trigger: the bridge’s contract executed a CloseAccount instruction immediately after the swap to reclaim Solana network "rent."

3. How did the balance move if the funds were lost?

Automated routing, not a manual withdrawal: The movement visible on the blockchain was entirely automated by the third-party bridge the player used.

Temporary Pipeline: The bridge routed the funds through a temporary intermediate account and instantly closed it. Because this process bypassed our standard deposit gateway, the funds never settled in our merchant account and remain unrouted.

While we are happy to credit the player as a gesture of goodwill in this instance, we strongly advise using only direct, native network transfers in the future to ensure deposits are processed correctly.

Kind regards,

Rakebit Team

The amount has been credited and I appreciate that. I am not asking for anything further. I am correcting the record on two points.

I accept two things in the casino's explanation. A cross-chain bridge was used, and a CloseAccount instruction reclaimed rent after the swap. Both are accurate.

But CloseAccount on a wrapped SOL account is how the funds are delivered, not how they are lost. Closing a WSOL account unwraps it and pays out native SOL. That is precisely what the ledger shows: 1.244483 SOL arrived as native SOL at G9t68Nzw9ntvBybmzqcNZeuVCYyk7YA5u9dAB9qebXJs, the address Rakebit's own deposit panel displays as my assigned SOL deposit address.

Three points where the casino's account does not match the chain:

1. The casino states the movement was "entirely automated by the third-party bridge." Their post also states my previous deposits were direct native transfers their gateway fully supports. The blockscan history for G9t68 shows those earlier deposits, 3.549025 SOL and 0.318647 SOL, were swept to BfP2dBiHbiqYvsmESsgHEL8wQtZt25sbDNKnwmNRB34G. The same destination as the disputed 1.244483 SOL. No bridge was involved in those. The sweep to that wallet is Rakebit's own routing, applied to deposits they themselves describe as fully supported.

2. The casino describes a "temporary intermediate account" that was "instantly closed." That describes the wrapped SOL token account inside the swap transaction. It does not describe G9t68, which has 25 transactions over more than a month and is labeled as my deposit address in their interface. These are two different accounts.

3. The transfer out of G9t68 occurred roughly three hours after delivery, as a separate signed transaction. A bridge does not hold the private key to an address Rakebit assigned to my account. Only the key holder could sign that transfer.

Rakebit's own support agent also stated in writing: "The funds are sitting in your wallet here - BfP2dBiHbiqYvsmESsgHEL8wQtZt25sbDNKnwmNRB34G."

So the funds did settle, and they were routed, by the same path Rakebit's supported deposits take. This was a reconciliation failure on the operator side, not an unrecoverable error on mine.

Second point, for the record. This is the second time funds have been credited to my account by Rakebit only after I escalated the matter publicly. In both cases the position was that nothing could be done, until it was escalated, at which point the amount was credited and described as a goodwill gesture. I will leave the significance of that to Casino.guru. I am glad this is resolved and have no further requests.

Hello rainmain11,

We would like to update you that due to Peter, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Peter has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Peter will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear all,

Thank you for your responses. We understand that the situation is complex and that there are differing viewpoints from both parties. However, since the funds have been credited to the player's account, we consider this matter resolved.

Dear rainmain11,

We are pleased to hear that you have received your funds. We will mark your complaint as 'resolved' in our system. In the future, we kindly suggest considering an alternative payment method to prevent similar issues. Thank you for your cooperation and confirmation. Should you experience any further difficulties with this or any other casino, please do not hesitate to reach out to our Complaint Resolution Center. We are always here to help. As a reminder, our services are provided free of charge, and we do not accept gratuities. However, if you would be willing to take a moment to share your experience with our services on Trustpilot at https://www.trustpilot.com/evaluate/casino.guru, we would greatly appreciate it. Your honest review, along with any suggestions you may have for enhancing our complaint resolution and mediation process, would be invaluable. Your feedback could also assist others considering reaching out to us for help with online casino-related issues.

Thank you in advance for your time.

Best regards,

Peter