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So this one is probably a new one but its insane. I made an account with Gamespot casino and made a deposit of 21 dollars in LTC crypto. I played some but stopped with funds still existing in my account. When I came back to play later, I logged in using my account information. And my account is "reset". No funds, Its like I have a new account. I can take the 1st deposit bonus again, Need to verify my phone again. I contact support to ask what the hell is going on and they handled it in a very confusing way. I have screenshots of the entire conversation and can just upload it. But basically, they asked for a reciept, They never sent me one. I proved this to them. I did however, provide them with a screenshot of the email they sent to me informing me of the second deposit bonus. The supportagent was confusing, they asked for the reciept, told me they dont send out reciept and that I should give them a transaction reciept. I send them a screenshot of my crypto transaction and they answer "This could be a transaction to anyone and doesnt prove anything." I had a lot of funds left in my account and had done some decent winnings. Now its all gone.

Disputed amount: 21$

Casino: GameSpot Casino

Case #: 4651

Hello Anton Stenander,

Thank you for submitting your complaint and sharing your experience with our members. I understand why this situation is concerning, especially if you logged back into the same account and found that your previous balance, gameplay history, and account status appeared to have been reset.

We will need some additional information and supporting evidence from you, so we kindly ask you if you could reach out to us via private message and provide:

• The approximate date and time of your $21 LTC deposit
• The LTC transaction ID/hash, if available
• A screenshot of the transaction from your crypto wallet showing the recipient address and amount
• Any screenshots showing your previous balance or gameplay before the account appeared to be reset

Once we have the above information, we can review the timeline more carefully and provide further assistance.

Thank you, and we look forward to receiving the requested information.

Its all there in the conversation that I posted. I request that you read it to understand the issue.Every link has a screenshot provided that is important to the case.

Hello Anton Stenander,

We have read the correspondence you provided. However, simply asking us to read the same conversation again does not provide the additional information we requested.

The purpose of our previous reply was to explain exactly what is still missing. The chat transcript shows that you claim your account was reset and that you made a cryptocurrency deposit, but it does not establish the amount of the balance you allegedly had before the issue occurred, nor does it conclusively demonstrate that the specific LTC transaction you provided was credited to your GameSpot account.

We cannot investigate a complaint based solely on an allegation or on a blockchain transaction that could, in principle, belong to any transaction made by you. The casino needs identifiable transaction details to match the payment against its own records.

Therefore, if you want us to proceed, please provide the information requested in our previous response, particularly the exact LTC transaction ID/hash, deposit date and amount, destination address, and any evidence showing your GameSpot balance or gameplay before the alleged reset.

There is no benefit in continuing to debate what was said in the live chat. We have already considered that correspondence. What we need now is the supporting evidence that allows us to verify your claim.

If you provide the requested information, we will review it and provide further assistance. If you do not provide it, unfortunately, we will not have sufficient grounds or evidence to handle the complaint further.

This is not a refusal to assist you; it is simply the minimum information required for us to investigate the matter properly and fairly.

I am aware that the transaction could be to anyone, however, if you read the conversation the casino claims they do not send out reciepts to their customers. So how exactly would I be able to prove anything in such a case?

Thats why the proof I have supplied is the screenshot of the promtional email asking me to "top up again".

Hello Anton Stenander,

We understand your point regarding the receipt, and we have taken the correspondence you provided into account.

However, the promotional email asking you to “top up again” is not sufficient evidence by itself to establish the amount of your previous deposit, that the deposit was successfully credited to your GameSpot account, or what balance remained in the account before the issue occurred. It may support your statement that you had previously interacted with the casino, but it does not establish the specific financial transaction in dispute.

You have already provided the blockchain transaction, and as explained previously, the issue is that this transaction does not identify your GameSpot account or demonstrate that the funds were credited to it. That is the point we need to establish before we can challenge the casino.

If you have no further evidence showing the deposit being credited to your GameSpot account or the balance you claim was present before the account appeared to reset, please state this clearly. We can then determine whether there is sufficient evidence to approach the casino with the information currently available.

We cannot reasonably require the casino to resolve a missing-balance claim without being able to identify and substantiate the transaction in question.

And thus, all the casino has to do is to refuse to send out a reciept and then protect themselves from any such complaint ever being able to be raised with you guys. 

However, I can confirm that I have made at least 1 deposit of some sort to the casino with the emails. (Its is just disputed if the one deposit I am showing is that deposit). I want to counter that 20 dollars is the MINIMUM for the 1st deposit bonus and thus, its not unreasonable that I am stating the sum equal to the minimum deposit required.

I have also included some new information in a private message to you that can be used to test the validity in any counter claim the casino would offer. However, I dont want it stated publically, so please get back to me in private message.

Hello Anton Stenander,

If you have screenshots or other proof of the deposits you referred to, please provide them. We would need to see the relevant deposit records in your Cashier, as well as proof of the transactions.

So, the fact that you ask for my cashier history just indicates that you have not read all the information carefully enough in this case.

The problem is that my account all of a sudden appeared as a fresh account when I logged in, remember?

So the information you are asking for is impossible for me to provide.

I again, want to point out that I have provided you with some information in private messages regarding on how you can verify my account status with the casino. Please respond to that message.

This is how my account looks like, despite me having made a deposit. Notice how the only notification is the first deposit bonus, on august 29th. However, look at my computer date. It is today. Then compare that with the email about the second deposit bonus that was sent to me on 1st September and on 2nd September. 

Notice here how my personal information is not filled in. Yet how in emails, they still refer to me by first name. How would they be able to do that if I did not fill in my personal information?

Hello Anton Stenander,

Rest assured that we have reviewed the additional information you provided, including the details provided via private message.

However, the evidence still does not establish that the 21 LTC transaction was deposited into the GameSpot account.

The promotional emails may show that you previously interacted with GameSpot, but they do not identify the account to which the deposit was credited. Likewise, the wallet screenshot confirms that an LTC transaction was completed, but it does not establish that the destination address belonged to your GameSpot account.

To allow us to properly assess this, please provide:

• The TXID/transaction hash of the 21 LTC transaction;
• The LTC deposit address provided by GameSpot, preferably from the cashier/deposit page on the account you are currently accessing;

This information is important because we need to establish a direct connection between the blockchain transaction and the specific GameSpot account in question, and rule out any duplicate accounts created. At present, we cannot simply assume that the transaction you provided was credited to that account, particularly where the account history you describe appears to have changed.

We are also not going to assume that the account was reset or that the funds were removed by the casino without first establishing the relevant transaction and account details.

Without evidence directly connecting the transaction to the account, we have no reasonable basis to challenge the casino's records or position.

Edit to say: You dont have to assume anything. You just have to take the information I am giving to you into concideration. How is the casino able to send me emails, using my name, if the email does not currently have my personal information registered to it? AS you can see from the screenshot, a user cannot remove such information and to change it, would need to contact support. I would like for the casino representative to answer this.

Furthermore, I would like for a casino representative to jump in and state when my account was created. I am confident it can also shed light on the account status if they entered the conversation and provided that information.

https://live.blockcypher.com/ltc/tx/8eb69cc2cd1f1575faf29ba010456084214aae403cc6be7b66292df0dfbe6b4c/

Here is the transaction with its hasch on the blockchain.

The adress on the current cashier would not be the same, because it is handled as an entierly new account. As you can see from the screenshots the cashier, I can choose the first deposit bonus and it also leads me to a different adress than the one I have used before.

The proof you are asking for, the casino has made impossible to give to you, because of the casinos own policy of not notifying their members of such information on connection to a successfull deposit, (They have already confirmed they do not send out such emails as you can see from the support chat)

I am still requesting that you read the private message I sent to you regarding my private information. It contains a foolproof question you can ask to the casino to assess if the account has recieved a deposit or not. I have also supplied you with screenshots in that message that shows why that question would be foolproof. 

Hello Anton Stenander,

We have reached out to the casino on your behalf in order to inquire further regarding this case. 

Please follow this thread for further updates, and don't hesitate to reach out should you have any new information to share with us. 

In the meantime, your patience is appreciated. 

Hello,

Thank you for bringing this matter to our attention.

We have carefully reviewed the information provided in your complaint and checked the account details on our side.

Our investigation confirmed that your original account, where the deposit was made, is still active. The deposited funds and the remaining balance have not disappeared and are still available on that account.

It appears that a separate account was created and you were accessing that account instead of the original one. This is why you were seeing an account without your previous balance and activity, as well as the first deposit offer again.

To regain access to your original account https://bo.gamespot.bet/apps/ff9c327e-3ed4-11ee-8f47-9fbe6ec4b9d6/Players/Player%20Page?userId=ef0e68ad-0c2f-4c24-937c-9b588cf9f0c3 (linked to the phone number +46 ** *** ** 81), please use the password recovery option and reset your password via the email address antonstenander@gmail.com. After logging into the original account, your funds and account information should be available as before.

We hope this clarifies the situation. 

Best regards,
Game Spot Casino Team

Thats not my email adress. Wich makes it weird because, my email is verified and has gotten a verification email.

Also, when I press the resend button, the link you provided just get saturated and doesnt load after this window, this happens no matter if I use the real adress I registered with or the one you wrote here in the forum:

I also want to address this issue. So you say my email adress registered is antonstenander@gmail.com

That is not my email adress, however, if I look at the emails you are sending me, it does indeed for some reason, state that you are sending it to antonstenander@gmail.com as you can see from the first screenshot. However, as you can see from the second screenshot, this is sent to my real email adress: anton.stenander@gmail.com

I want to add that I tested to confirm the email adress for the new duplcated account and it sent me an ermail verification link. 

HOWEVER, as you can see, I have already been sent an email verification link to the VERY SAME email adress from for the old account.

I am curious as to what has happened there? I cannot change this information myself, so someone on the casino side has done this.

Hello Anton Stenander,

We have reverted to the casino with the information you've shared, and we will get back to you as soon as we receive an update. 

Your patience is appreciated. 

Hello Anton,

We would like to clarify one important point regarding the email addresses you mentioned. For Gmail addresses, dots in the username do not create a different email address. In other words, antonstenander@gmail.com and anton.stenander@gmail.com are treated by Gmail as the same address, and messages sent to either version are delivered to the same inbox.

Therefore, the fact that the emails display these two variations does not indicate that the email address associated with your account was changed by the casino.

As mentioned previously, we have confirmed that your original account is still active and that the funds remain available on it. The situation is related to accessing a different account rather than the disappearance of your balance.

Please use the password recovery option for your original account.

Could you also please confirm whether you have managed to regain access and log in to your original account?

Best regards,
Game Spot Casino Team

1. I have allready shown you that the link you providewd does not work for resending me a password

2. both accounts are using the same email

3. As you can see, both accounts was able to verify to the same email.

So no, I have not regained access to the account.

Hello Anton,

Please try restoring access to your original account using anton.stenander@gmail.com. If you are unable to log in with your current password, please use the “Forgot Password” option with this email address.

Once access to your original account has been successfully restored, the second empty account will be deactivated.

Please let us know whether you are able to log in.

Best regards,
Game Spot Casino Team

https://bo.gamespot.bet/apps/ff9c327e-3ed4-11ee-8f47-9fbe6ec4b9d6/Players/Player%20Page?userId=ef0e68ad-0c2f-4c24-937c-9b588cf9f0c3

As I told you in the forum post, both emails give the same result. Because the first email is still registered under that same email adress as the current one. The blank field picture is so you can note the color comparison on the saturation.

I still want to know WHY this new account even exists in the first place.

So I logged in to my account to see that the duplicated now had its email registered to antonstenander@gmaill.com.

So I logged out and logged in using the one with a dot in the adress and now have regained access to the account.

However, since this process has taken a long time I have lost my weekly cashback and daily missions completet, on top of that, the freespins from the no deposit bonus has not been credited during this period and I dont see any way for me to claim them. 

Hello Anton Stenander,

We'll reach out to the casino regarding the above-mentioned bonuses and check the situation on your behalf. 

Keep you posted!

Thank you for keeping this active. I have also messaged the casino representantive explaining that if the 1st deposit freespins can be fixed, I will at that point concider the complaint resolved.

Logging in today I found the spins credited as should and a generous extra credit to my account of 30 LTC.

I concider this matter resolved and want to point out that in the end, the casino reimbursed me generously for the trouble.

Hello Anton Stenander,

Thank you for letting us know. We're glad everything got sorted out. 

Case #4651 will be closed, and marked as resolved. 

Enjoy your play! 

Hello Anton Stenander,

We’re very glad that we were able to help resolve the situation and that everything has now been sorted out. Thank you for your patience and for taking the time to confirm the resolution.

It was a pleasure assisting you, and we’ll be happy to see you again at Game Spot. We hope your future experience with us will be smooth and enjoyable, with plenty of positive moments ahead.

Thank you for giving us the opportunity to make things right, and we wish you the very best of luck!

Kind regards,
Game Spot Team