Bit4Win Casino - Player’s withdrawal request remains pending.

Hello. I played on this casino once with a bonus and ended up winning 1712.22 mETH. I then sent a withdrawal request on the 16.06.2023, but it was never processed. I logged back in today and it was still pending. I cancelled the withdrawal today and requested it again hoping they would process it this time, but i don't think that will change much.

Dear lawalyatin,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if your account has been fully verified? Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?

Please understand, without verifying your account, you won’t be entitled to any withdrawals.

Do I understand correctly that you have played and lost your winnings?

Looking forward to hearing from you.

Best regards,

Petronela

My account on the casino isnt fully verified as i wasn't asked to do so. I didn't receive any communication from them since my withdrawal request on 16.06. I don't know if this issue is only for my account or if it's casino wide. I didn't lose my winnings, my withdrawal request for 1712.22 mETH is still pending

Is there any possibility to upload your personal documents needed for verification inside your player's account? Maybe you received an email from the casino requesting personal documents?

Please understand without verifying your account you won't be entitled to any winnings.

I didnt receive any emails about verification or anything about my withdrawal. There is a page to upload documents on the website but i would rather not, as it's not through a 3rd party and at this point i don't trust them very much. I contacted their support and didnt get a response yet. If i get a response from them and they need me to verify to withdraw i'll consider it, but otherwise i will not.

Thank you very much, lawalyatin, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello lawalyatin,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and just so you know, before every withdrawal, almost every casino undergoes a KYC (Know Your Customer) and, if needed, an AML (Anti Money Laundering) check of its customers. KYC as well as AML 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. Although I understand your concerns about sharing your personal information and documents, this is a standard process that almost all casinos require.

We would like to invite Bit4Win Casino to join the conversation.

Dear Bit4Win Casino,

When will the player receive an official email from you to upload their documents to proceed with the withdrawal request? Can the documents for KYC be forwarded to you only via the feature in the player's accounts or do you have a designated email address where players can send these documents?

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 lawalyatin,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could 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 can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Michal

Casino Guru