The player from Germany had their account blocked right after requesting a withdrawal. The player was advised that two days were needed between deposit and withdrawal. After second-level review the account is active and withdrawal can be requested.
Bitcasino.io - Player’s account has been blocked.
Amount: €7,000
Bitcasino.io
Safety Index:HighSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
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3 years ago
Translation
Hello everybody,
I deposited about 2000 € at the casino on March 13th, 21st. So far so good email address was verified and the money was in the account relatively quickly. Then I played 2 blackjack hands and thought I would pay off the winnings.
Suddenly the account was blocked with the message that money can only be paid out again 2 days after payment.
Then I reported in live chat, whereupon I should contact support. I have written to you twice so far, but no answer of any kind.
Furthermore, I also sent the verification things 2 times ... even without any feedback.
In the live chat I got the confirmation (after asking 8 days ago) that the email was sent correctly. However, to this day no feedback from the casino.
Could you please help me?
Sincerely, B *** Maurice
Edited by a Casino Guru admin
Automatic translation:
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3 years ago
Dear Mauricebonk,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Which payment method you have opted for to deposit funds into your account? Do I understand correctly that you haven’t played more than two hands on Blackjack? Is there any chance that you have saved your cashier and game history before your account got blocked? If yes, please forward them to petronela.k@casino.guru.
Thank you in advance for your reply. I hope, we will be able to help you resolving this case as soon as possible.
Best regards,
Petronela
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3 years ago
Translation
Thank you for your prompt reply
I used bitcoin as a deposit method.
I will send you the progress of the game by email.
mfg B ***
Edited by a Casino Guru admin
Automatic translation:
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3 years ago
Thank you very much, Maurice, for providing all the necessary information via email. I will now transfer your complaint to my colleague Viliam 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.
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3 years ago
Hello Mauricebonk,
I looked at your complaint and will do my best to help you. I would like to invite Bitcasino.io into this conversation. Casino, can you please specify why did you block the player’s account?
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3 years ago
Hello Mauricebonk,
As per our internal investigation, there were concerns of fraudulent activity on the account, as such an account verification procedure was initiated. As per the second-level review, this verification is not necessary at this time, as such all restrictions on the account have been lifted and withdrawal can be requested and shall be processed in accordance with our withdrawal estimates.
We apologise for any inconvenience caused by this procedure, as a token of apology for the delays caused by this, we have added a gesture for you which can be seen once you access your account. If you need any further assistance, you can always contact our live chat service.
Best wishes,
Bitcasino.io Team
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3 years ago
Translation
Thanks to the Casino Guru team for the very quick help
Automatic translation:
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3 years ago
Dear Mauricebonk,
Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.
Best regards,
Viliam Casino.Guru
