BetterDice Casino - Player’s criticizing lengthy verification process.

Hello, on Feb. 10th 2021 i made a deposit and claimed the casino's welcome bonus. I have followed all the terms and conditions and cleared the wagering requirement.

Since then, my account has been fully verified and I have been in correspondence with CRAIG from betterdicecasino support. It took about a month for them to figure out " the problem" and the answer i got was " a monkey left a wrench in the system".

As i continue to go back and forth for the past two months asking when my withdrawal will go through, i am met with different answers all the time.

the latest being the "boss" just flew in and will take a look at my account so i may be cleared to withdraw. But i never got an answer back. I then tried reaching out one more time to find out why i have not been cleared and the reply i received was soley, " Apologies" with no further explination.

Please Casino Guru help me figure out why this casino is giving me some kind of run around. I have all corresponding e-mails and Live chat conversations as well. Thank you.

Dear Papadeez88,

Thank you very much for submitting your complaint and forwarding all the relevant communication. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the licensed casinos takes KYC lightly.

Is it an internal casino system issue, or it’s related to your account only?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Dear Papadeez88,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

At first it seemed like a technical issue as one of the reps made it seem, but then it became a waiting for the manager issue. The manager arrived and still no payout.

Thank you very much, Papadeez88, for providing all the necessary information. I will now transfer your complaint to my colleague Nick 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.

I would like to ask BetterDice Casino to join us and help us resolve the player's issue.

Hi Nick,

thank you for your attention on this matter.

I would like to ask BetterDice Casino to join us and help us resolve the player's issue.

We haven't receive any respond from the casino yet. Please note, if we won't get any answer from you within the 7 days, the complaint will be closed as unresolved, which could lead to rating deduction.

I guess I was not wrong to seek you guys out for help. How can a casino behave in this matter. Any advice on what I can do next?

Unfortunately, we still haven't receive any respond from the casino. All I can recommend you now is to contact the licencing authorities which are more compatible to deal with the casino and has a higher authority than us. We will be forced now to close the complaint as unresolved, which could negatively affect the casino's rating. I'm really sorry that we could not help you more in this case but do not hesitate to contact us if you will come across any other trouble in the future, we will gladly try to help.

Best regards,

Nick

Casino.guru