BitDice Casino - Вилучення гравця затримується.

I applied for a payout of 0.04993196 BTC (currently converted: 793.83 euros) on 11/21/22. The casino promises instant payout but I still don't have the money. My messages to support are not being answered.

Ich habe am 21.11.22 eine Auszahlung von 0.04993196 BTC (umgerechnet derzeit: 793.83 Euro) beantragt. Das Casino verspricht sofortige Auszahlung, ich habe das Geld aber immer noch nicht. Meine Nachrichten an den Support werden nicht beantwortet.

Hello Josyanna,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with BitDice Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and is yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Please note that we recommend to wait at least 14 days for your verification/withdrawal to be processed specially if it’s your first ever request.

Looking forward to your answer.

Regards,

Nick

Hi. The account is not verified, nor has the casino asked for it. There is also no option to do this independently, at least I haven't found one. The win itself came about with a small win from the casino's internal lottery. However, this is paid out as real credit and not as a bonus. Before that, I had already deposited several hundred euros. The last contact I tried to make was 11/24/22. - I never got a reply and I am afraid my account will be deactivated if I keep asking. The payout was also approved by me via the confirmation email, but unfortunately nothing arrived.

Hallo. Das Konto ist nicht verifiziert, das Casino hat dies auch nicht gefordert. Es gibt auch keine Option dies selbstständig zu tun, zumindest habe ich keine gefunden. Der Gewinn selbst kam mit einem kleinen Gewinn aus der Casino internen Lotterie zustande. Dies wird aber als echtes Guthaben ausgezahlt und nicht als Bonus. Zuvor hatte ich aber auch schon mehrere Hundert Euro eingezahlt. Der letzte Kontakt, den ich versucht habe her zu stellen, war am 24.11.22. - Ich habe nie eine Antwort erhalten und befürchtet, dass mein Konto deaktiviert wird, wenn ich weiterhin nach frage. Die Auszahlung wurde auch über die Bestatigungsmail von mir frei gegeben, nur kam leider nichts an.

Thank you Josyanna for all the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Josyanna

I'm Michal and I have taken over your complaint. I will contact the casino to see if I can help.

We would like to invite BitDice Casino to join the conversation.

Dear BitDice Casino, 

Can you please provide some information regarding the delay of the player's withdrawal?

Dear Josyanna,

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.

Hi. Yes please and thanks for the help.

Hallo. Ja, bitte und vielen Dank für die Hilfe.

Hello Josyanna and Michal

Apologies for issues with your withdrawal, I forwarded everything to my colleagues from the finance department and do my best to speed up the process.

Regards

Mike

Dear Josyanna

As per the response from Mike/BitDice Casino, hopefully your withdrawal will be processed ASAP.

Let me know once you have successfully received it, please.

That sounds hopeful. Many Thanks. I very much hope that everything is going well now and will of course keep you informed.

Das klingt hoffnungsvoll. Vielen Dank. Ich hoffe sehr, dass jetzt alles klappt und werde Sie natürlich informieren.

Dear Josyanna

I have my fingers crossed that your withdrawal will be processed ASAP. Let me know once you have successfully received it, please.

I will definitely do that. I also hope everything goes well. Many Thanks.

Das werde ich definitiv machen. Ich hoffe auch, dass alles gut ausgeht. Vielen Dank.

Dear Mike / BitDice Casino

Can you please give us any timeframe for when the player can expect the funds to hit their account?

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Josyanna,

Unfortunately, although I contacted the casino numerous times, they have not replied back to me, and there has been no further progress even after 2 weeks time. There is not much that can be done now without the casino's cooperation, and sadly, we are forced to close the complaint as unresolved. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

I recommend you contact the Gaming Curacao Authority (complaints@gaming-curacao.com) and submit a complaint to them. Please let me know how they responded (michal.k@casino.guru). I am sorry I could not be of more help on this occasion. I can only recommend that you take a moment and read a review of each casino before you start playing in the future and only play in licensed casinos with a good rating.

Best regards,

Michal

Casino.Guru