DegenCity Casino - A conta do jogador está congelada e os fundos foram retidos.

I am submitting a formal complaint against Degencity regarding unfair account freezing, unreasonable multi-tiered Source of Funds demands, and withholding my completely unplayed deposit of $120.04 USDT.

Chronology of Events & Full Evidence Submitted to Degencity:

Unplayed Deposit & Account Lock: On September 5, 2026, I deposited $120.04 USDT from my personal Gate.io exchange account into my Degencity wallet. Before I could place a single bet, Degencity locked my account.

Compliance with Verification & Identity Demands:

I fully cooperated with all standard and advanced KYC requests:

• Provided official identity documents (ID/Passport).
• Submitted a liveness selfie holding my ID document and a handwritten note.
• Provided the direct Gate.io withdrawal receipt and exact blockchain TXID (0xf80751d5696aa9d9ca6b5aa1ba43af15407695daaf8344b6b18b199d94428240).
• Moving Goalposts & Complete Transaction Chain Provided: When Degencity requested bank statements, I clarified that no bank cards were used as these were native crypto assets on Gate.io. To satisfy their subsequent requests for earlier source history, I provided two multi-month account statements from my verified Gate.io account (UID: 49089834):
• Attachment 1 (September 2026 Statement): Shows my verified profile (UID: 49089834) and the incoming transfer of 159 USDT on 04-09-2026 (TxID: 0x2ab5b8c3713f86238c4f1910debeb029eb83454a4c16a82a79f752f029f257e2) sourced directly from Pinnacle.
• Attachment 2 (April 2026 Statement): Proves long-term account stability and historical high-volume transactions ($449, $371, $364 USDT).
• Pinnacle Proofs: Official account origin screenshots confirming the source transfer into Gate.io.
• This established an unbroken, 100% documented chain: Verified Pinnacle Origin → Verified Gate.io Personal Account (UID: 49089834) → Degencity.
• 
  

Broken 24-48h Promise & Ghosting: Agent Thomas acknowledged receipt of these complete records and stated review takes 24–48 hours. Over 4 days (96+ hours) have passed since that confirmation without any updates or unblocking.

Why Degencity’s Actions Violate Fair Play:

Unplayed Deposit Seizure: Holding a fresh $120.04 deposit that was never used in any game while demanding endless third-party source history is predatory.

Failure to Process Verified Chain: After receiving 100% of identity, biometric, exchange, and third-party origin proofs, stalling and ignoring the player violates basic operational standards.

Requested Outcome:

I request CasinoGuru intervention to compel Degencity to process an immediate full refund of my original $120.04 USDT deposit back to my Gate.io funding address and close my account. Thank you

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Hello,

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

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

• Have you provided the casino with the explanation you outlined above? What response have you received?
• When did you purchase crypto using a fiat transaction, to your knowledge?
• Have you completed KYC in your payment app as well?
• Could you please share with me your communication with the casino regarding the issue? 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

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear 1mmary,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Tomas