BetterDice Casino - Casino website doesn’t load properly.

I've deposited more than I care to say at Betterdice casino over last 3 months without single withdrawal, but having deposited a few times this week I made withdrawal for £3,650 last night and still about £250 in play as well. Even with this, I am still massively in the red at this site.

Today I tried to login and simply on landing page it says "Sorry for the inconvenience, we are unable to provide services to residents of your current location'.

Cant even see the games or login to my account or contact a live support.

Tried emailing this morning many times and radio silence.

Alarm bells ringing now I dont seem to even have an account to login to and very concerned about the £3,650 that was in pending withdrawal and £250 still in play.

Dear Dcressman,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked terms and conditions, and this is what I found https://www.betterdicecasino.com/termsandconditions:

"The User guarantees at all times not to be a resident or citizen of countries including, but not limited to the United States and its dependencies and territories including North Mariana Islands, Puerto Rico, and the US Virgin Islands, Guam, American Samoa, Curacao, Dutch West Antilles, France, French Guiana, French Polynesia, French Southern Territories, Futuna Islands, Gibraltar, Iran, Israel, Iraq, Jordan, Kuwait, North Macedonia, Netherlands, Oman, Pakistan, UK. Players from the following countries are not eligible to use the Website and play its games. BetterDice Casino will make all reasonable efforts to prevent players from these countries to reach the games."

Could you please confirm that you haven’t used a VPN (Virtual Private Network) to alter your location, when opening the account. Your confirmation is essential for this case and I’m not asking this to get you in trouble, I’m just trying to understand how the casino handles its own rules.

I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela 

I havent used a vpn to alter my location. I put my UK home address when registered. They know I'm a uk player, im playing in GBP currency!

Clearly they have now updated to include UK, otherwise how would I have been playing for over 3 months in GBP.

They have replied on email yday saying they will seek a resolution, but not yet had an email saying I will definitely be returned balance pending and in play.

They confirmed I had £3650 pending and 300 in play.

Could you please forward that email to petronela.k@casino.guru?

I have forwarded email

Thank you very much for forwarding all the relevant communication. I understood that casino has been forced to update their list of restricted countries and is no longer able to accept players from the UK. As they stated in their reply from 26th of September you will be advised this week on how your withdrawal of £3,955.58 will be processed.

I fully understand your frustration but please allow it a little bit more time. If there’s no update by this upcoming Thursday, we will get involved. Thank you very much for your patience and understanding.

Still no response, they,ve given no update

Thank you, Dcressman, very much for the update and for forwarding all the relevant communication. I understood that casino is sending your funds via preloaded Master card and it should be dispatched and delivered to you in the following days.

It is not unusual to receive winnings in the form of a prepaid/preloaded card if there are no other options to use the conventional payment methods.

I will set the timer for additional seven days and hope you’ll update me with good news by then. Looking forward to hearing from you.

Dear Dcressman,

Have you received your winnings? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

No I havent had the prepaid card yet, no winnings as yet.

I sent a frustrated email to them today, they said due to number of withdrawals they are taking 7 to 10 days.

I still dnt really understand why they did not or could not have wired money direct to my bank account like any other casino I have ever had withdrawal from.

Thank you very much, Dcressman, for getting back to us. I believe it’s time for our intervention. 

I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Dcressman,

I looked at your case and emails and understand your situation. I will contact the casino and see if I can help.

Thanks

Email below from Betterdice this morning..

Good morning.

A card shipping request was sent the next working day after your withdraw request was approved.

Now, due to increased withdraw requests (many more players due to this Covid Situation), and we have more

winners.

We use a 3rd party payout processing company and we depend on them about this process.

I am going to email them right away and try to find out what is taking them so long.

Once I hear something, I will get back to you right away.

Thanks for the update Dcressman.

I received prepaid card yday.

But now waiting for their head office to activate it. Thought it would be quick and done same day, but apparently not.

Still no access to be able to use the prepaid card having received it 3 days ago!

21 days now since my withdrawal request and still cant access funds

Hi Dcressman,

Thank you for the update. We would like to ask the BetterDice 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, the complaint will become ‘unresolved’ which may negatively affect its rating.

Hey Both,

Please resolve this as the player has been paid.

Thanks!

Better Dice Casino Team

I confirm I have received loaded prepaid card and the £3650 withdrawal is loaded on the card and more have access details to use card.

Case is not fully resolved yet however, as there was a further £300 still in my account at the time that access to account was blocked due to my UK location. I cant therefore access account to make a request to withdraw my balance of £300.

To date there is still no clarification from betterdice on how I will get this remaining balance.

Hi,

You are in touch with Brian constantly, he has been working to resolve this for you.

We paid out everything so we are sure this will be solved as well.

Thanks!

Better Dice Casino Team

True I am in touch with Brian, but just pointing out that this remaining item is not as yet resolved so case not fully closed until this is also paid

Now resolved

Case can be closed

Hi Dcressman and BetterDice Casino,

Thank you for the replies. I'm glad to hear that the issue got resolved. I will now mark the complaint as 'resolved' in our system. Thank you Dcressman for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Peter