BitDice Casino - Player believes that their withdrawal has been delayed.

Hi good afternoon I made a bet with the free rounds without deposit, then I got a bonus I played until it turned into cash money and I won 186 usd, I made a withdrawal in which they transformed it into crypto and I withdrawn mine in the same I withdraw 150 and the answer was a emimutos money would be in the account and so far nothing and when I look at the withdrawal there, this withdrawal doesn't even appear where is my money.?????

Dear hugo23mfp,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear hugo23mfp,

Have you received your withdrawal from the casino yet?

not a penny

No response from them I contacted support and they did not respond

Thank you for your reply, hugo23mfp. Do I understand correctly that the withdrawal request disappeared from your account? Have you made any successful withdrawals before?

Additionally, if there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

He didn't answer me anything and it was the first time I returned to the casino and I got to know the casino through the website here

Thank you very much, hugo23mfp, for your cooperation. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future. 

Hello hugo23mfp,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite BitDice Casino to join the conversation and participate in the resolution of this complaint.

Dear BitDice Casino,

Can you please provide an update on the status of the player's withdrawal?

Kind regards,

Adam

Dear hugo23mfp,

There has been no response from the casino so far. I will attempt to contact them again.

In the meantime, please let me know if there are any developments.

We would like to ask BitDice 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.

Kind regards,

Adam

No one answers me anything and my money is gone

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 hugo23mfp,

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. 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 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.

In the meantime, I recommend you contact the Gaming Curacao Authority (info@gaming-curacao.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know how they responded (adam.m@casino.guru).

I am sorry I could not be of more help on this occasion.

Best regards,

Adam