Bitcoin Forum

What happened::
Hello. On saturday i made my first deposit at 2up.io. One of the many bets i placed that morning, was not paid.
I contacted support immediatly asking what was going on, and the support said he saw the bet on the system, and that they would pay it for sure. He guaranteed the bet would be paid and that it was just an issue. Fast forward to today, more than 48 hours later, i have been told they would not be paying the winnings, and have refunded me the initial bet value.

Amount Scammed: 0,007084BTC (Currently 583€)

Payment Method: Bitcoin

Proof of Payment: https://gyazo.com/d54c622297b3a7df613c4b1e6956e5df
https://blockstream.info/tx/808bab12a2b33ef7d7cdff20d50874b49e70a68093fba8beaf86cb53f8d43672

PM/Chat Logs: The chat is in portuguese. https://gyazo.com/00ba018214d978fb69bd702ab54fe031
Translation: "This is only a display error in the system, and we are currently working to fix it. Your bet will be settled correctly as soon as the match ends. We apologize for the inconvenience.
If your bet wins but the winnings are not credited to your account, please contact us again so we can assist you."

https://gyazo.com/2ca28566635af801faa665894c216bd6 "Sorry for the confusion — what we mean is that your bet was settled as a win, however, the winnings have not yet been credited to your account. This is due to a system error, and we are currently checking and fixing the issue."

https://gyazo.com/9a61d6d9677fee5b7cc1f64696db0d9b "Thank you for waiting. We can confirm that your bet was settled as a win. Our technical team is currently reviewing the issue, so please check back later for updates. We sincerely apologize for the incident and for any inconvenience this may have caused."

https://gyazo.com/2b3b26423451f449c799ca04ed763356 "I understand that experiencing an issue and having to wait for a long time can be very frustrating. But please don’t worry, you can trust that the responsible department is working on it. We kindly ask for your patience."

https://gyazo.com/3d32f1927ffc2c9c5f35809702833ebd "Thank you for the information. Your bet has indeed been confirmed by our system and will be settled accordingly when the match ends. Our technical team is analyzing this matter. Rest assured that your bet will be settled fairly and correctly."

Today, they said this : https://gyazo.com/12f43eb1fef17f8fef8df206486600d6
"Thank you for your patience. We have just received the latest update from our technical team regarding your bet.
Our team confirmed that your bet was successfully recorded on our side; however, the game provider did not register this bet in their system. Due to this discrepancy, the provider rejected the payout and did not return the winnings for this bet.

Since the provider officially refused to acknowledge the result, we can only refund your original stake back to your account. Unfortunately, we are unable to credit any winnings from this bet.

We sincerely apologize for this incident. As the provider refused to consider the bet as a win, we are required to follow their official decision.
We appreciate your understanding and apologize for any inconvenience caused."

Additional Notes:
This is the bet in question: https://gyazo.com/da1a7c9bc17e4a5aeab7d9f74d9b4bbb. As you can see, the bet is registered and settled on the site. However i have not been paid. Now, to convice you all i am telling the truth i will be sharing my entire betting history since saturday, and if you do the math from my initial deposit to my current balance, you will see that they have indeed not paid the bet.
https://gyazo.com/cd4ce0326d665bf511d433e8b69c764d
https://gyazo.com/45fe0b4abbc0509f5b9f1c12e8e3c606

Current balance: https://gyazo.com/2fa1d878a0295408847bfeac6a9cc84b

Now if you do the math correctly, excluding the match they didn't pay(first screenshot, third game from the bottom parivision vs og odd 4.08) you will notice i am missing around 583€.

I think this is unnacceptable. It isn't my fault that there was an issue with the provider or whatever. And i shouldn't be the one penalized for someone else's mistake.

Yea this is a no brainer

The match involved is a Big Dota LAN so no angle of suspicion here

What happened on the provider side is not your issue, 2up accepted the bet and needs to pay it out fully

Thank you @rohang for pointing that out, as i forgot to mention in my initial post.
Those who are not familiar with Dota 2, might question the legitimacy of these bets. That bet in question(and all the others) are from the highest tier there is in Dota.
Here's the link for more information about the tournament: https://liquipedia.net/dota2/PGL/Wallachia/6

Bullet-proof integrity.

I have just bolded out the part which matters incase anyone is not willing to read the full text wall.


I totally agree with this, I can bet if you would have lost the bet they were not going to refund you stake. OP I suggest you to open a flag if you are not paid in full within 24 hours. I don't know about anyone but I will support it.

Yeah, the text is a bit long, mainly because i wanted to save everyone's the trouble translating the screenshots with support to english as i assume most of the people in here don't understand portuguese, so i just added it myself. I also wanted to add as much context and information as possible so there would be no room for doubts.

I have no idea how to flag or what a flag is, i'm a total noob in this forum as i can't even quote properly lol.

Go to the profile page of the person you want to create flag. There is an option of 'add a flag' below sent feedback section. I suggest you to read [GUIDE] Overview of the trust flags (https://bitcointalk.org/index.php?topic=%205156835) for easy comprehension and Trust flags (https://bitcointalk.org/index.php?topic=5153344.0), the original.

---

I am having a positive feeling about your case that it will get enough attraction (if not already) and casino will realize its mistake soon as there is practically no defense available for casino's side.
 

I remember supporting a flag against betpanda some months ago. I remember now what it is now lol.
Thanks for the guide too.

I really hope the casino will do the right thing too. They seem legit to me, and i really liked the response from from their representative against a case some days ago in this forum, which, along with some positive reviews i've gathered, decided to give it a try. Will be a real shame if they don't do the right thing.

Ok so his stake was returned to him instantly?
From the OP it looks like you returned the stakes after 3rd round of conversation,

---

If the original stake was returned instantly before the outcome of the bet has been decided, I don't think OP has a case here.

I don't know why 2up representative deleted his comment. I could not respond because of some weird cloudflare issue, but i saw the post.

I did not receive the refund within seconds, i recevied the refund over 48 hours later of the bet being settled.
That information was wrong by 2up.io representative.

The bet was placed Saturday at around 10am, and the bet value was returned Monday by around 1pm.

Hi T1HGO,

I appreciate you taking the time to raise your concerns and share all the screenshots. I've sent that information to our team and here's what we addresses (let me know if that wasn't the case).

Also I genuinely understand why the situation bothered you, and it’s OK to raise the issue publicly. But one thing is: even after expressing concern on the forum, you continued betting with us and you’re currently gaining. So there’s a difference between thinking the platform is acting in bad faith and simply wanting clarity on a technical issue.

1) Your first bet attempt at 09:33
This bet (odds 4.08) never reached the provider. In esports betting, all casinos depend on external providers to accept the bet. When the provider doesn’t register it, the bet doesn’t exist for any operator.

Because of that, the system automatically returned your stake within seconds. That’s why you were able to place the same bet again later, and you might've seen that value on your account.


https://talkimg.com/images/2025/11/18/UPfXUv.jpeg

2) Your second bet at 16:20
This one (odds 3.80) was registered normally and you were paid €772.39, which is already in your balance.
So as per our understanding, the first bet simply failed to register, and the second one was paid as usual.

Every casino works the same way: if the provider rejects a slip, the stake is instantly refunded and the bet never exists in the system. I do agree this is not good to experience, which is why we’re switching to a more stable esports provider (most likely in December). This should prevent cases like this from happening again, or at least make them even rarer.

Yeah, I was wondering that too.

Can you post any screenshot reflecting this? I

1. I've raised the concern publicly because i was explicitly told by 2up support they would not be paying my absolutely fairly won bet.

2. I have not claimed you were acting in bad faith, i will do, however, if the right thing isn't done in this case, which is paying the full value of the bet. In fact if you check my previous comment, you will see i said i think you were a legit business and even gave you a cumpliment on how you handled another case here last week.

3. The bet in question was not refunded instantly, not even close. The bet was refunded over 48 hours the settlement of the bet. Which was yesterday by around 1pm.

4. If the bet fails to register, whose fault is it? Not mine for sure. I placed the bet like all the others, your staff said they could see it in the system and that with would be honored with full payment. Why should be penalized when the error is not on my side?

5. I think what i am asking is more than fair and reasonable. Which is the payment of something i've earned fairly.

From the OP's capture (https://gyazo.com/cd4ce0326d665bf511d433e8b69c764d) might have explained that (although I'm not entirely sure of the language), there's no refund transaction history. I also interpreted the bet status as "win," which I assume the funds are held until the match ends.

My question is, is it normal for the Bet ID to be generated before the provider validates the bet?

While it would be impossible to prove the bet was refunded at any time, based on the bet history i provided, since it shows as won, graded and paid, i might have something to help backup my claims.

I will once again provide some screenshots with support chat, with translation to english, so i apologize for the wall of text.

https://gyazo.com/17ee19f5647689b81b685c2a97724614
This one is just to prove that the chat indeed took place yesterday at around the time i claim the bet was refunded. Now into the chat itself.

https://gyazo.com/347ef3dc2a622a44525d7a1e5ba68ef7
"Hello
I noticed that the stake I placed was refunded, however the winnings were not paid.
Hello, please allow me to confirm with our relevant team, I will get back to you shortly.
Good morning, Chris, I don’t know if you remember me, but I’m the player whose bet wasn’t paid out.
The initial amount of my bet was refunded to me (0.0023 mbtc) but the winnings were not paid."

https://gyazo.com/ebd97a31f5b52f7f1e31a37a6053d1b8
"Yes, I remember you, and we appreciate your patience and kind understanding. We are currently working on this matter. Let me follow up with our technical team to see if there are any updates.
There was an update — they refunded my stake. The winnings were not paid.
Instead of the 0.00938400 BTC, I only received 0.0023 BTC, which was the stake amount, but not the winnings."

https://gyazo.com/bb0eee8c2ef512733dd7ce94bc3dbec2
"It may take one or two days, sir, as I don’t have the authority to guarantee this. But please don’t worry — your issue remains a top priority that we want to resolve as quickly as possible.
But my dear friend, more than 48 hours have already passed.
Don’t you think that’s excessive for an issue of this nature?
I believe I have been understanding and patient with the situation, but with such a long delay I’m starting to get worried."

OP, I am well aware that I might be the last person you wanted to see commenting here, and believe it or not, I initially wanted to ignore your case, as I am not in reach with 2up's representative and I'll gladly stay away from a casino which rep not within my reach, of where I also wasn't summoned. But as 2up's rep already appear here...

So uhh, is there a chance that the screenshot of your bets somewhat cropped at an unfortunate spot? Can you please help us by revisiting your betting history and, this time, show us bets from 14th November to 15th November instead?

Because... your own evidence actually works against you and in line with what 2up's representative explained. As can be observed below, your [you quote and I copy] entire betting history since Saturday actually showed that there were indeed no bet on 09:33. Your earliest bet was on 10:13. So, if there's an older bet and to remove any chance of human error, it might be wise to revisit your betting history and provide your betting history from 14th November to 15th.

https://talkimg.com/images/2025/11/18/UPydBw.png

---

While for 2UP.io, if the bet wasn't registered, why do OP have this?
https://talkimg.com/images/2025/11/18/UPyX33.png

As i carefully explained in my initial post, the bet in question is the third one from the bottom. You are underlining the wrong bet. That bet was map 1, the bet in question is map 2. They are different bets and the one you pointed out was paid without a problem.

Also, there is no bet in 14th of november as my deposit was on 15th of november, as you can also check in the blockchain hash i provided. That bet was the absolute first one i ever made at 2up.io.

As for the time of the bet you pointed out. The bet was placed at around 8.15am GMT, and was only graded at 10.13am. Yes, it took over an hour to settle that bet, and i can provide more chat logs with me complaining about that issue if you desire.

https://gyazo.com/5403bc2f5b4d7e9501b026e45c5aca6c
As you can see here, match did start at the time i pointed out.

Edit: i clicked on the bet you pointed out, and here are the details
https://gyazo.com/56625bfaddb681d1777fc793bdfde230
Placed at 8.20am, settled at 10.13am.
So what exactly is working against me here?

Ahh, I see. They use time of bets being settled for their timestamp instead of time of bets placed. Kinda... different. But that fact actually now works in harmony [and self-answer the question I have next for their rep] with their explanation about another bet you made on 16:22, of which didn't show on your betting history.

On that case, the ball is now on 2UP.io's court, to explain about how --if the bet never registered to the provider-- did the player have a ticket showing his bet as winning. Granted, you've shown us a snippet of your database showing that the bet failed, but it is quite apparent that you did not reflect this to your UI that the player could see, and thus, dully informed. And further, that if the bet failed to reach provider, how or why do your system proceed on processing the bet?

You explained that "if the provider rejects a slip, the stake is instantly refunded and the bet never exists in the system", yet that bet exist in your system.

I'm confused, which bet didn't show in my betting history made on 16:22? I literally displayed EVERY single bet i made up until the moment i opened this thread.

Sorry, 16:20. And none. It's from 2UP.io's statement. That I can't find on your betting history, thus previously would become my next question for them, as they said you put a bet on that time and that bet wasn't reflected on the screenshot of your betting history. But that's no longer relevant, it's been made self-explained [well, you explained it, actually]: they use the time-of-bets-being-settled for the timestamp on their betting history page instead of the usual time-of-bets-placed like other sportsbook.

I only have one bet with an odd of 3.80. Which is the one you underlined earlier. I don't know what he means by 16:20, but the only bet with those odds are my very first one. The one with over an hour of settlement. And as i showed it was made at 8.20am.

Edit: I just checked my bet history again, including the ones i made after this thread, and i don't have any bets settled or placed at 16:20. So i have no clue, but the odds he mentioned, i assume he's talking about the first bet with 3.80 odds.

And i don't even know why we're even talking about that bet. It's irrelevant to this case. The bet was paid and there's no history there.

Can we stop trying to find dirt under the rug(there isn't) and start asking real questions?

1. If i place the bet, the site ackowledges the bet, sees the bet, settles the bet, and consider it paid, but the bet doesn't reach the provider, whose fault is it? Certainly not the player, so i would assume the intermediary between the player and the provider is at fault here.


2.Let's reverse the roles for a moment. Had OG lost had match, and consequentialy i lost that bet, would i also get a refund? I think everyone will agree if i say "no". And rightfully so. Because in that case i would actually lose the bet, so they would have every right to deny a refund. Same way i have every right to ask for justice.

3. Is it so hard to ask for fairness? That is all i am asking for. I'm not here to take advantage of anyone or anything, i just want the bet to be honored which was won fair and square, that's it.


Honestly if it wasn't for this issue, i would have nothing but good things to say about 2up.io so far. The support is great, the platform is responsive, even tho the bets take a long time to grade sometimes. It's really a shame that we have to be in this situation. The support is great, the platform is responsive, even tho the bets take a long time to grade sometimes.

Me neither, don't know why we keep on talking about that bet.

The bet [as well as the ones you generously provide] and the statement that 2UP.io made has served its purpose: clarifying that the timestamp on your screenshot [and the one they use on their platform] is rather unconventional, namely the time of the bets settled instead of the usual where timestamps marked the time of the bets placed. Thus, my earlier confusion where your first-most bet was on 10:13 while your winning ticket was on 09:33, is cleared.

It served its purpose that you indeed had a bet and a winning ticket on 09:33. And no one [at least not me] is trying to find dirt under the rug. We are the overseers, we stand on neutral ground.

If I may suggest, sit for a while, take a deep breath, maybe take a sleep over it, and wait for their representative to come back online and answer my question for them, of which if I may re-quote myself:

This is hilarious. There needs to be a hall of fame of sportsbook's excuses. This would be on top followed by Value Betting.

Dear T1HGO,

I hope you’re doing well. I’m a senior member of the trading team at 2UP.io, and I’ve personally reviewed your case in detail. After verifying the records with our technical team, I can confirm that your stake was indeed refunded — twice — following our investigation.

The first refund was processed automatically on 2025-11-15 17:33:19, and the second was issued manually on 2025-11-16 23:30:48 this was a human error on our part as it was only meant to be returned once. This resulted in a $219.38 USD risk-free profit from a bet that had not been registered on our side.
In situations where a bet is not properly registered, the industry standard — which we follow — is to refund the stake to avoid any confusion or disputes. I understand you’re quite familiar with betting operations, so I trust this explanation provides some clarity.

I also noticed that you continued to place an additional 20 bets afterwards, which suggests that you were comfortable resuming play once the issue had been resolved. We truly value players like you and, in fact, were in the process of considering you for our VIP program.

I genuinely wish this matter had been brought directly to our Customer Support or Sportsbook department, where it could have been resolved more quickly and privately. Please know that we’re always ready to assist — and you can request to be connected directly to the sportsbook team if needed.

Due to GDPR and data protection requirements, I’m unable to go into further detail publicly, as safeguarding both our players’ and platform’s information is of utmost importance to us.

Thank you for your understanding, and I wish you the very best of luck with your Dota bets and future winnings.
Warm regards,

The Trading Team
2UP.io

lol so OP get instant refund (of original stake) and a second refund on 2025-11-16 23:30:48 ? OP you should have told us this info.

Every case is different. He might be comfortable playing on your platform despite the individual issue but that does not mean he is OK with the decision made on that specific matter. OP is continuing play or he is in the profit does not mean anything. Some time it is not about the overall trust but an individual unavoidable instance and your take on it.



I thought on the similar lines but as the case progresses with the following details I am inclined to believe otherwise,
1.) Stake was instantly returned to OP in seconds after placing bet.
2.) He hide the info about instant refund and extra manual refund (which he should have returned).
The argument that if OP would have lost than no refund (mine argument) is not sound as he got the instant refund after placing the bet.
The only argument for OP is the bet slip which was there even after the bet was cancelled (@holydarkness's argument), which is not a big deal. Although I agree that there must be some pop-up or notification to OP by the casino.  

Hello, 2up.io Representative.

I would really like for you to stop spreading false information. First it was the refund within seconds, now it's that the bet was refunded twice. That is false, and i am gonna debunk it once again.

As i provided on my initial post, i have posted my entire betting history and challenged people, to do the maths, and see if the balance checks out or not. I just did it myself. You claim the refunds were given at 15th and 16th. All of my screenshots taken of betting history and current balance were taken on 17th of november 3pm local time. By then according to your information, both refunds would have been handed by the time i took all the screenshots.

Now into the math of it. For anyone interested if you want to check it for yourself i will now tell you how to do the math if you're interested.

1. The starting point is the deposit which was 0.00975537(which at the time was 800€, right now is 772). So let's start with a base of 800€.

2. Open calculator and add and subtract every bet i posted, EXCLUDING THE PROBLEMATIC BET! so just ignore the third bet from the bottom(OG vs parivision with 4,08 odds).

3. After you're done adding and subtracting the bet settlements, go back again, and subtract the bet stake for every win. examle: The first bet OG vs Parivision odds 3,80, paid 716€, now subtract 188 from that so, 716-188. Apply this method to every won bet. (Paid winnings-bet stake).

And the result should be roughly the same as the current balance i provided.

And there you have it, the power of mathematics.

So, there was no double refund, there was one refund.

Aditionally, i did not place 20 bets afterwards. I placed exactly 7 bets afterwards. Not even close to 20. I don't know why lie about such a irrelevant thing. But here it is: https://gyazo.com/f295fb11ef2cdf776e68c4cd7ce04668

The only thing i am interested in, is fairness and having my bet paid.

Edit: For any funster trying to doubt me again i will also be providing proof i took the balance screenshot at the date i claim. https://gyazo.com/d7bbc8984db0e51fc211b6782df0068e

I don't even know what to tell you tbh. LOL

My post was made after the reconfirmation from the casino regarding your case. I can see that you are denying claims made by casino, let's wait for the further response from the casino.
You don't have to tell me anything. This case is getting more weirder after every post. If casino is lying about dual refund/instant refund, it will be quite bad, and I am afraid simple sorry would not be enough. Same for you.

It’s appreciated that you come in to this thread to answer the complaint. The thing I disagree with is your comment on industry standard. If a player places a bet and receives confirmation that it was accepted, then the wager is good. There are some cases such as a bad line where the wager would be void. In this case in question, the industry standard is to pay out winnings. I’m assuming the player received confirmation after placing the bet and that no cancellation happened before the start of the match.

It's not a matter of "if" i literally provided proof, and told you how to reach it by yourself.
I am here providing every piece of information and evidence i can, and the representative gets here with a single false statement and you instantly claim i hid information.


As i don't know how to quote, i will be quoting this funny thing.

"lol so OP get instant refund (of original stake) and a second refund on 2025-11-16 23:30:48 ? OP you should have told us this info."

When i literally showed you as a direct reply, chat logs from me talking about how i had just received the refund but not the winnings, taken 22 hours after the chat had taken place. Insane how it takes one persons false claim to overwhelm all the evidence and effort i've put into this.

This thread is getting weirder and more hilarious by every comment

2up keeps insisting OP got refund not once but TWICE
Meanwhile OP says he didnt get it ONCE


Come on now,lets be real.
if OP took this up with CS , they would have said something like "you already got the refund, nothing more can be done. Is there anything else we can help you with ?"

And then if OP kept asking they wouldve banned him from chat and/or stopped replying to emails.
Issues like this are almost NEVER solved by normal CS routes

as others have pointed out, this is getting confusing. Did they cancel the bet before the match started?

You have some stake in the story (might be well deserved) but I do not, in fact no one here who is actively participating in the thread except the casino in question. We act on the basis of info presented before us. If you look at my first post in your thread you will notice a different tone compared to right now, does this tell you something?
After that casino provided some info and I told you to confirm via SS if the refund was instant or not and you said it was impossible for you to do that. Casino's rep pretty confidently reconfirmed the details so after your rebuttal we should wait for casino's response.
Going through your SS and matching every TX is not absolute proof. Just make a video logging in your account and record every tx while refreshing few times. You should have done that before hand as a more convincing proof.        

I never said i didn't get a refund. I did get a refund of 198€, which was the value i placed the bet. I do deny however getting 2 refunds as 2up.io agent stated.
I don't know where you got the idea the bet was canceled from. The bet is in my betting history, and shows as settled and paid. As i showed on my initial post. I simply did not receive the winnings. Just the ONE refund.

Yea, i meant the instant refund. You got if AFTER 2 days or whatever right ?

That is correct.

I literally gave you the method to check for yourself if i'm telling the truth or not.
The dates don't match what they claim, the math prove i'm right. What else is there to even question.
As for the change of tone, i don't even know what you're talking about, or how is it even relevant to the discussion to be mentioned.

I went ahead and did the maths for the lazier people, now all you have to do is confirm it is right.

https://gyazo.com/710494e5f0a07f8b63e13f034301aa43
This is all the bets placed and settled wins and losses

https://gyazo.com/339e4eb30db9b520aa0815d9790e1689
This is subtracting the stake value from the won bets, since the true value is always calculated by subtracting the stake ammount.

https://gyazo.com/346399a6991dc824655ce7125c71b3e1
The full math, feel free to confirm with betting history i provided in my initial comment.

https://gyazo.com/2fa1d878a0295408847bfeac6a9cc84b
And this is the balance i had at the time 17th november 3pm.


So i ask, where is that double refund? 2up.io agent talks like i even walked out of this winning. EVEN if this was true that i got a double refund(which i just proved it's not true with basic math) i would still be owed 0,00468btc(368€).

Neither double refund or paid winnings. And i'm not interested in double refunds or human errors, i am only interested in what i won fairly.

OP, with no intention to question your narrative, rather to collect as many information as can be collected before drawing conclusion, perhaps it's a good idea to provide your transaction history as well, to show that there were no fund getting out [withdrawn] from the account that will contribute to a factor in the calculation.

And, 2UP.io, same as you too, with no intention to question your narrative, and so on and so on, perhaps it's a good idea to show us the log of those double refund?

Here it is
https://gyazo.com/fc7e3d5ef707ad354779757c4cc0f8c2

But even if i had withdrawn or deposited, the math would not match.

[Slightly editing OP's post by adding a view-able image from talkimg]

Exactly what we want to prove, or rather disprove. The math wouldn't match if you withdrawn the amount refunded in between the date. Thus, the request and above screenshot to eliminate that possibility, as it proves that you didn't withdraw anything in between.

So, 2UP.io, I would really appreciate it if you can perhaps reconfirm with your financial department regarding the first refund that was meant to be just seconds apart from the bet being placed.

---

Edit: OP, perhaps it's a good idea to show us what "Todas as Moedas" [all currencies] tab shows?

https://gyazo.com/7611715170a6673a651c56216e4896ea
It simply opens that little list.

holydarkness, can you confirm that my math is correct and that indeed not only received a double refund or the bet was paid. Because i feel like my word is worth nothing here. So if it's you confirming it the weight is completly different.

So the whole case comes down to 2up cancelling claiming odds provider error. The error is on the side of 2up, not the provider. When 2up sends confirmation to the player, the bet is good.

Pretty much yes. But i am starting to be concerned because in both interventions by their representative, he has done nothing but provide false information.


Quoting some claims from representative.
"1) Your first bet attempt at 09:33
This bet (odds 4.08) never reached the provider. In esports betting, all casinos depend on external providers to accept the bet. When the provider doesn’t register it, the bet doesn’t exist for any operator.

Because of that, the system automatically returned your stake within seconds. That’s why you were able to place the same bet again later, and you might've seen that value on your account.
"

Everything here is false, My first bet attempt was 8.20am, and the odds were 3.80. And the system did not return the stake within seconds, but after 48 hours. Check comment number #1 and #14.

"2) Your second bet at 16:20
This one (odds 3.80) was registered normally and you were paid €772.39, which is already in your balance.
So as per our understanding, the first bet simply failed to register, and the second one was paid as usual."

Another false statement, my second bet was placed at 9.20am and it was a loss, (MOUZ vs Roar gaming).
He's talking about the first bet being the second one. Damn even my head is spinning with so much confusion. I can imagine how confusing these claims must be to verify. But i am giving everyone the tools to verify it.


"The first refund was processed automatically on 2025-11-15 17:33:19, and the second was issued manually on 2025-11-16 23:30:48 this was a human error on our part as it was only meant to be returned once. This resulted in a $219.38 USD risk-free profit from a bet that had not been registered on our side.
In situations where a bet is not properly registered, the industry standard — which we follow — is to refund the stake to avoid any confusion or disputes. I understand you’re quite familiar with betting operations, so I trust this explanation provides some clarity."

Another false statement. There was never a second refund nor the only was processed in any of the dates claimed. Check comments #26 and #38.

So i don't know what's the end goal here from the representative with so many false statements. Remains to see if it's on purpose, or it's a genuine mistake of wrong information on their part. But i'm not gonna lie i am starting to be concerned about their stance so far.

I haven’t put a rating up for 2up. I hope they come back to clear things up. These false statements will definitely be considered.

I guess I can if that's needed and community demand it, I actually had done it already and have the number in my phone's calculator, though I don't know whether or not the number match yours as I can't find the mention of your balance on the opening post, nor interested to dig into the posts and images one by one once more.

So, I'll suggest another alternative: last night, on the rare occasion of me strolling past Gambling board [I barely do that], I noticed that 2UP has sig campaign and I happen to know their CM very well. I currently in the middle of inquiring their help to get me acquainted with someone from 2UP.

With some hope, they'll be more communicative and capable of sorting things out through direct communication with me and provide me with data that'll otherwise previously said to be sensitive to be shared here. I do believe I have the vouch of most of the forum frequent overseers of SA that I'll never abuse casino's sensitive data nor leak player's personal info.

The number is my current balance at the time. It's on my initial post but i will post here
https://gyazo.com/2fa1d878a0295408847bfeac6a9cc84b

So if you did the math correctly(which i did 3 times to make sure), you should get roughly this number, to be more precise 1901. The extra 3€ are easily explained by the 2 small bonuses i took(which you also saw in the screenshot of all my transactions), and also bitcoin price fluctuation, since 2up updates bitcoin price to euro constantly.

I also posted the time i took that screenshot to be absolutely no doubt, i took it after 2up representative claimed the refunds took place at 15 and 16th of november and the screenshot is from 17th. I will also share it here to save you the trouble.
https://gyazo.com/d7bbc8984db0e51fc211b6782df0068e

This proves without any question there was no double refund, and the bet in question was not paid.

I've got their contact and I've nudged them, waiting for them to nudge me back. With some hope, it won't be like a... specific one casino who outright tell me they don't want me to bridge.

Anyway, suppose things go smoothy, do I have your consent to see your data, anything they're willing to provide to substantiate their claim [or disprove, whatever make this case go forward], though that data may not be allowed to be shown back to you as it contains their own sensitive information?

I'm not sure what you mean by consent to see my data, but yes i guess..? I have nothing to hide.
As for their claim to dispute or disprove this, i honestly think that would be impossible. You can't disprove math.

Great, now let's just wait for them to nudge me back and see whether they welcome my invitation to sit together and talk about this or not. I'll try to bring my question here to their attention as well. Will update you once I have anything significant worth updating.

Nice, but you still didn't answer my question if the math matches, i feel like you're dodging. I understand if you don't want to take sides, if you don't want to answer, just say no. It's ok.

I am only asking because your word is worth a million times more than mine here. More like a seal of approval.
I gave everyone interested the tools to do it by themselves, but i understand that no one wants to be bothered with doing something that's not their business and nothing in for them. I have also did the math myself and provided the math, check comment #38.

One addition since this is a point of contention. The industry standard is that the sportsbook is the contact, not the provider. There are some exceptions where a bet can be cancelled such as a line error or a bet is placed after the start of the match. Your contract is with the sportsbook, no one else.

My apology but uhh, what am I dodging?

You said you did the math in your phone calculator, and said you didn't know if your math matched mine. I replied showing you my balance at the time, along with the date of the balance screenshot (comment #47). After that you replied twice but didn't say anything about it.

The sportsbook is clearly at fault here. If my bet is accepted, registered, shows on my settled bets, shows as paid and settled, but i didn't receive the winnings, and they say the bet didn't reach the provider, then only the sportsbook can be at fault. In fact, i have shared chat logs with support chat where i complained and they assured me they saw the bet in the system, and that i would be paid and to not worry about it. Just check my initial post and it's there. It was ackowledged by their own support.

As for the bet itself, it was placed exactly 2 minutes after the draft. For those not familiar with dota there's a draft where each team chooses 10 heroes etc etc. I saw the draft, analyzed it and placed the bet and i remember the match was a 2minutes gametime(the match was 71min long) on twitch(which is live, no delay since it's LAN). And that's it. No excuses.

Odds providers auto-grade the bets so they obviously received the bet.

Then i have no clue what happened. This didn't happen with any other bet so far, as i continue to use the site. Only that one, all the others were paid and it worked fine as it should. I don't know how often this happens, but as i said before, i shouldn't be the one getting short end of the stick since none of this is my fault.

Ok I tried to calculate all bets across all the screenshots provided by the OP and it seems at the time of posting his final balance in the OP which was €1904.75 he was missing the said amount which is equitant to €580.17 (same as OP was claiming to be missing). If OP has not morphed the screenshots (that's why I suggested him to do a live video recording) it is evident from the OP that indeed the bet was not refunded immediately and the double refund claim by casino is also wrong.

Thank you.
As for the edited or not images, i would have to be an absolute genius, to be able to predict that 2up.io would claim that double refund BS and as for the bet itself, it has been acknowledged and admited by 2up.io representative himself, that the bet was not paid, due to some error with the provider.So the only point to debunk here was the double refund. As you can see, i provided all these images in my initial post, way before any claims of double refunds.
I would either be a genius or could see the future.

Edit to make it easier  @holy, if the bet is in the player's history, transaction log, it was accepted by the provider.

Oh, my, god.

May I ask to please not overcomplicate things and --if you can-- don't make me regret trying to get to the bottom of this case for you? Right on that post, I also wrote that I am attempting another path, one that I am currently taking, that I think will be more fruitful and put significant momentum to your case rather than confirming a number that --I think-- no one on the community asked whether or not I say it's correct.

Now, do I understand correctly that at least the second refund is made? Can you confirm this? And if it is confirmed, at what number do they owed you now?

There is no second refund. That was the whole point of me asking to do the math. To deny that, and to confirm that i did not get paid for that bet at all. They claimed that i got an extra refund of 219usd "risk-free".  There has been only one refund.
Answering your question i am owed 0,007084BTC .

So, around 580 USD, give or take cents? Are you willing to settle for that number, suppose I can get 2UP to honor that winning that's registered on their system, and you'll consider this as satisfactorily resolved?

Yes i am fine with that. 2up uses crypto as main currency, so the value in euro or usd is always changing along with the coin price. 7mbtc and i am 100% okay with it.

Very great. Please hold a little while I finish my talk with 2UP. I am currently talking with someone on 2UP and they manage to get your case re-reviewed. Past posts from them --I believe-- is made by a staff on support that, regardless they like it or not, they can only reply with data from what other department provide them. This one has higher authority and currently reviewing your matter.

Praying every thing works out.

I forgot one thing. You still have access to your account? Suppose they agree to it [and all things at this point points to it, as the rep talking with me is very fair and objective], will directly crediting to your account acceptable?

Yes, and it's totally acceptable as i never stopped using the site during these days. Even today i've placed a bet. So directly crediting to my account is not only acceptable, but ideal.

GOOD NEWS EVERYONE!

I just noticed my balance increased by 7mbtc, which means my bet was finally paid.
I would like to thank everyone who participated and showed interested in this case.
And also thank you 2up.io for doing the right thing, which shows they are open to change when they make a mistake.

I hope everything goes smoothly from now on.

Congrats! Props to 2up for taking care of the matter in a reasonable time.

Hello, everyone.

We’re happy to see the case resolved and to know T1HGO received the credit. Over the last couple of days, we went through several internal reviews and followed up with our provider to fully understand what happened. In the end, it made sense to credit the bet even though it wasn’t registered on the provider’s side, because it did appear on the player’s account and we felt it was the fairest outcome.

As we mentioned before, we’re already in the process of switching providers. Situations like this are frustrating for players and for us, and our goal is to avoid this type of confusion going forward. We want 2UP to be a place where people can play with confidence and feel treated fairly at all times (and we mean it).

We also want to thank T1HGO for keeping the communication open and holydarkness for helping clarify details along the way. It's nice to see the BitcoinTalk community engaging with us because it helps us improve and keeps everything transparent.

Our commitment is simple: to build a fair, trustworthy environment where players can have fun and feel safe with us.

- 2UP Team

Good to see that OP got his well deserved winnings. Though this matter should have been resolved much quicker, but all is well if it ends well. I sincerely hope that casino will improve the response mecahnism. I will also advice to double check the facts before posting them publicly here. Congrats OP on your winnings, now you can celebrate  :D.  

I feel like i owe a special thank you to holydarkness.

Even tho we did not agree at all in my other dispute, i have to give credit where credit is due.
You could have simply ignored this case, especially when threw you a few jabs here and there. But you chose to help, and i'm grateful for that. Seeing you doubling down on a theory i consider wrong and then seeing you advertising the same casino that has blatantly scammed me, made me really question your integrity.

I am convinced had you not intervened in this case, i wouldn't probably be here with a solved case, so my special thank you holydarkness.

As an ending note, i am sure many other legit casinos would be honored to be advertised by you. The ones you are advertising right now do not deserve you. But that is also none of my business.

Thank you holydarkness.

Great to hear you got fully paid out

Holydarkness does alot for the victims on this forum and if any case gets resolved he almost always has a hand in it

You're a better man than I. Until he removes that Betpanda slave cattle branding, he's dead to me.

I may not like what he advertises, and i may not like how he "resolved" my case against betpanda, but he indeed, massively helped resolve this one.

If i ask for fairness from others, i also have to be fair with others. And he delivered. Without his help, i am convinced this crap would still be dragging, and i'm not sure if i was gonna get justice.

He did a good thing : P I'm just trying to be entertaining.

Still, holydarkness, remove the mark of the beast from your nether regions. The truth shall set you free.

OP, as this dispute has meet its end and the thread has done its purpose, mind to finalize it [you already done the first half of it by marking it as resolved] by locking the thread [button to lock is at bottom left] so it won't turn into a spam thread?

It seems like you may have another vested interest in the thread becoming locked aside from it becoming a spam thread. As seen by you ignoring my valid concern. Very well, though, T1HGO is a good man, a better man than you. I trust his judgement, whether he decides to lock the thread or not.