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I made an account replenishment through the MetaMask crypto wallet with the ETH coin. I made a transfer to the address indicated at the casino cash desk. The money never arrived in the account. The casino support service writes that I sent the money not to their project. Here is the link to the transaction https://arbiscan.io/tx/0x5****

Делал пополнение счет через криптокошелек MetaMask монетой ETH. Делал перевод на адресс указаный в кассе казино. Деньги так и не поступили на счет. Служба поддержки казино пишет что я отправил деньги не в их проект. Вот ссылка на транзакцию https://arbiscan.io/tx/0x5****

Dear 88bootboy88,

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

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

Was this your first deposit in the casino using this payment method?

Did the casino indicate what was supposed to be the correct address you ought to use?

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,

Tomas

Good afternoon. Yes, I did replenishment by this method for the first time. The address to which it was necessary to send money is indicated in my account and can be seen in the screenshot that I provided. You can also see this address in the screenshot with my translation. That is, I indicated the wallet number correctly.

Добрый день. Да , я делал пополнение данным методом первый раз. Адрес на который нужно было отправить деньги указан в моем кабинете и его видно на скриншоте который я предоставил. Так же этот адрес видно на скриншоте с моим переводом. То есть номер кошелька я указал верно.

88bootboy88,

I checked the website on multiple occasions and was presented with different addresses to deposit the funds each time, which were also different from the address on the screenshot you submitted.

Did the casino support offer any recommendations or indicate which deposit address you were supposed to use?

Could you please forward the communication between you and the casino, where they told you you used the wrong address for your deposit? My email is tomas@casino.guru

The problem is that by my mistake I made a deposit through the Arbitrum network. And not through the etherimum network. but in the metamask support service, I was told that the funds were received to the desired wallet, but in the Arbitrum network

Проблема в том , что по моей ошибке я сделал депозит через сеть Арбитрум . А не через сеть етеримум. но в службе поддержки метамаска, мне сказали, что средства поступили на нужный кошелек , но в сети Арбитрум

Did the casino specifically say this might be the cause of the issue? Could you please forward the transcripts or other communication from the casino to my email at tomas@casino.guru, before we try to contact the casino, please?

Dear 88bootboy88,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.