BitDice Casino - Player’s account has been audited.

Hace un mes y pocos días, gané la cantidad de 85.000$ en BitDice casino y, desde entonces, no he podido hacer retiro alguno de mi dinero.

El soporte técnico sólo sabe responder que tiene que esperar a que el proveedor de juegos compruebe que la ganancia ha sido legítima.

Me pidieron todo tipo de documentos para verificar mi identidad, así como documentos para comprobar la legalidad del dinero proveniente para realizar dichas apuestas. Todo enviado. Resultado: 0.

Dear Jorge,

Thank you very much for submitting your complaint. Foremost, allow me to congratulate you on your great win.

Please understand that it is a common procedure for casinos to audit players’ accounts, particularly, after accumulating a substantial win. From our experience, it may take 14 days, but every casino is different and has its own procedure which needs to be followed. That’s why we advise players to be patient and fully cooperate with the casino.

Could you please specify if you have withdrawn any winnings from this casino in the past or this was your very first game session? Was your account successfully verified in the past? Have you redeemed any promotional offer when placing your last deposit?

Hopefully, we will be able to help you as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Dear Jorge,

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.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

We’ve reopened this complaint as per the player’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.

Additional comments from the player:

"I would like to reopen the complaint about the BitDice Casino Online case. Apologies for not answering as soon as they request.

This is the detailed information to all your questions:

• Between August 15 and 16, 2021 I made a deposit in BitDice Casino Online worth 1.96 Ethereum.
• On August 16 I won a total of 25.56 Ethereum, playing several of the games offered by the online casino. The largest pot was through a slot and a bet of $ 60, with which approximately $ 60,000 was won, translated at that time from Ethereum to dollars.
• I tried to make 3 withdrawals: one for 0.52 Ethereum, another similar for 0.52 Ethereum and another worth 5 Ethereum.
• Despite verifying each withdrawal with verification via email, none of the withdrawals were executed. What's more, the amount of the 3 withdrawals is discounted from the total account of my user profile.
• The Casino Support, excuses itself in that the provider of the online casino games has to verify that the bets and the plays have been legal.
• About a month after winning, they asked me for the KYC. I sent each and every one of the documents that they requested for it.
• I have spoken with the Casino Support since then, asking every week and the answer remains the same, "There is no new news regarding your matter, nothing else happens, we will inform you".
• This happened on August 16, 2021 and it is October 8, 2021."

Thank you very much, Jorge, for getting back to us and providing all the relevant information. 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.

Hello Jorge,

I looked at your complaint and will do my best to help you. I would like to invite BitDice Casino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?

El problema es el siguiente:

• Deposité 1,96 Ethereum el 15 de agosto de 2021.
• El 16 de agosto de 2021 gané 25,55 Ethereum.
• Solicité dos retiros de 0,52 Ethereum y un retiro de 5 Ethereum, todos ellos con verificación email.
• Los retiros no se han ejecutado, y además se han descontado de mi cuenta total.

Hoy, 12 de octubre de 2021 todavía no he podido realizar ningún retiro. La única respuesta por parte del Soporte técnico es que el proveedor de juegos todavía tiene que verificar las jugadas, cerca de 2 meses esperando sin poder realizar ningún retiro.

We would like to ask the 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, we will close the complaint as ‘unresolved’.

Sinceramente no creo que Bitdice se moleste ni en hacer acto de presencia ante la queja... Pero me gustaría preguntaros @Viliam y @Petronela, ¿Se puede realizar algún tipo de acción concreta en este caso? Por ejemplo, denunciar a la empresa mediante un abogado, denunciarlo ante la comisión de juegos...

I apologize, but since we haven’t received any response from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’. You can contact Curacao gaming license. If you need my help with contacting them just send me an email here: viliam.v@casino.guru

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the Casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The Casino can ask to reopen this complaint anytime.

We’ve reopened this complaint as per the Casino’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.

Dear Jorge,

Casino has informed me that you didn't provide the requested documentation for verification. Why?

Buenos días, ¡Vaya sorpresa!

Si realmente el casino os ha respondido con eso... es una noticia nueva para mí.

Durante la espera para que el proveedor de juegos verifique las jugadas, único motivo por el cual me dicen que no he podido cobrar todavía, desde el canal de Soporte técnico me sugirieron enviar toda la documentación para el KYC con tal de agilizar el proceso una vez el proveedor de juegos verificase las jugadas.

Me pidieron y se les ha envió:

• Pasaporte en regla escaneado.
• Selfie mío con el pasaporte y el ordenador con mi cuenta del casino abierta.
• Un vídeo corto de 5 segundos mostrando mi rostro, el pasaporte y la cuenta del casino en el pc.
• Un justificante demostrando que la compra de criptomonedas con el que se realizaron las apuestas proviene de dinero legal.
• Un justificante oficial de empadronamiento para demostrar que resido donde dice mi pasaporte.

Y como es obvio, tengo copia del envío del email con toda la documentación, concretamente enviado en fecha 25 de agosto de 2021, justo una semana después de haber ganado el bote que gané.

¿De verdad han tenido la cara tan dura de contestaros que yo no he enviado el KYC? Me parece una broma de mal gusto... increíble por parte de BitDice.

Good evening Jorge and Viliam.

Our apologies for the delayed reply.

Jorge, regarding your case, as it`s clearly stated in BitDice T&C and in accordance with the law on reporting unusual transactions specified by Article 13 of the National Ordinance on Reporting Unusual Transactions and Indicators for recognising the unusual transactions specified by the Article 10 of the National Ordinance on reporting unusual transactions, BitDice has to report all winnings over 10,000 USD for a mandatory KYC (Know Your Customer) and CDD (Customer Due Diligence) procedure to the Gaming Authority Board.

Moreover, in order to pass CDD, the Casino requires players to provide it with a source of income in order to prove the legal nature of the client's deposited funds.

Documents you sent to us, can`t be used in order to verify either your identity or the legal nature of your income within the period specified in the Clause 5.4 of the BitDice Terms of Service.

Which is why it was necessary for you to send us additional documents in order to complete KYC procedure, and I will state them here for you:

1) Bank statement with your credentials and seal\sign of bank worker where we can see transactions from crypto exchange service(CoinBase), where you purchased crypto funds.

2) Document from CoinBase that proves that your account is verified and belongs to you.

While we have the right to block and terminate your account and confiscate any funds that are present therein for the breach of the last paragraph of the Clause 5.4, as the gesture of good will we are expressing our readiness to completely refund all of your deposits made with your account on BitDice upon provision of the two aforementioned documents.

Kindly waiting for your response.

Regards

Mike

Buenas tardes Miguel,

Hasta el momento, desde el 16 de Agosto hasta hoy 5 de Noviembre, nadie del Soporte técnico de BitDice me ha notificado ningún problema con el KYC, tengo capturas de pantalla de las conversaciones que lo pueden demostrar.

Respecto a la documentación del banco que solicitan, el lunes mismo la obtendré.

Respecto al documento de Coinbase que solicitan... ¿Cómo puedo obtener dicho documento?

Respecto a la buena voluntad que comentas en reembolsar el importe depositado, creo que estás equivocado. En ningún momento se ha incumplido el párrafo 5.4 de vuestra política de empresa, dado que en ningún momento de estos 3 meses hasta ahora se me ha comunicado de forma alguna que se necesitaba aportar más documentación para la verificación de identidad.

Y no reclamo el reembolso de mis depósitos, estoy reclamando el total del importe ganado. No podéis ni cancelar ni retirar mi dinero, hasta que yo os envíe toda la documentación que hoy mismo me acabo de enterar a través de tu respuesta aquí, y en ningún momento a través del chat de vuestro soporte técnico.

Por tanto, voy a enviaros la documentación que comentáis ahora que me falta aportar. Una vez lo haya enviado, espero poder retirar no sólo mis depósitos, sino el bote ganado legítimamente a través de mis fondos en su casino online, de lo contrario, me veré en la obligación de recurrir a abogados, dado que la única excusa que me habéis dado hasta el momento, era que vuestro proveedor de juegos todavía no había verificado las jugadas y por tanto no era problema vuestro.

Espero tu respuesta, gracias por tu atención.

Jorge

Disculpadme por añadir otro comentario al respecto, acabo de revisar todas las conversaciones con el chat del soporte técnico de Bitdice, tengo capturas de pantalla de todas y cada una de las conversaciones mantenidas.

Desde el soporte técnico de Bitdice, me dijeron que para agilizar el asunto, mientras el proveedor de juegos verificaba las jugadas, podría ir enviando los documentos para el KYC.

Pregunté y me escribieron el listado de documentos solicitados. Comuniqué a través del chat que ya los había enviado, y si necesitaban algún otro documento. LA RESPUESTA DEL SOPORTE TECNICO DE BITDICE FUE, que si en algún caso algún documento no fuese correcto o necesitaran algún otro documento de identificación, Bitdice se pondría en contacto conmigo para comunicármelo y solicitarlo.

Eso no ha ocurrido hasta la respuesta de hoy de Bitdice en Casino Guru, y me acabo de enterar hace 1 hora que necesitan más documentos, después de estar tres meses a la espera, y cada tres días que yo escribía la respuesta siempre ha sido la misma, que el proveedor de juegos todavía no había verificado las respuestas, en ningún momento hubo respuesta alguna referente a la documentación para el KYC.

¿De quién es el error entonces? ¿Vuestra intención es privarme de un dinero ganado lícitamente, por un error vuestro de no informar que necesitáis más documentación, habiéndome dicho desde el soporte técnico que si necesitáis algún documento más o algo fuese incorrecto os pondríais en contacto conmigo?

Gracias por vuestra atención, espero su respuesta.

Jorge.

Dear Jorge,

did you provide the requested documents to the Casino, please? If not, please add me and my colleague to the copy of that email. Addresses are: viliam.v@casino.guru, matej.n@casino.guru

Hola Viliam,

Hablé a través del chat del soporte de BitDice el mismo día que respondió aquí por primera vez un representante de BitDice, preguntando sobre la novedad que ahora faltaba documentación.

Por otra parte, hace un par de días, con toda la nueva información, envié un email a la Curazao Gaming Control exponiendo la nueva situación. Justo hoy me han respondido, por primera vez en tres meses enviando emails. Su respuesta fue que están a la espera que yo envíe los documentos que ahora informa BitDice que le faltan, y tras el envío de los mismos y la consecuente resolución de Bitdice se determinaría la forma a proceder, antes no.

Ya he conseguido el certificado de titularidad sellado por el banco con los movimientos de fiat al intercambio de monedas incluido. Estoy a la espera de obtener un documento del intercambio de monedas que acredite que la cuenta es mía. Sólo me falta eso, pero al parecer no es nada sencillo. La cuenta está más que verificada pero un documento como tal, realmente no existe.

Por supuesto que os puedo incluir en copia, no es problema alguno. En ningún momento me he negado a presentar, demostrar o justificar tanto la veracidad de los hechos como de la información que atañe a la legalidad de los fondos, la autenticidad de las cuentas o cualquier otro elemento que se necesite aportar.

Tan pronto como obtenga el último documento, lo envío al soporte de Bitdice.

Pese al resultado final que suceda, para bien o para mal, me gustaría agradeceros de corazón vuestra ayuda y la atención que estáis ofreciendo.

Un saludo.

Jorge.

Dear Jorge,

thank you for informing me. These two documents are key in your case so I'll extend the timer and we'll be waiting for the email with documents.

Thanks for your cooperation.

Hola Viliam,

¿Recibiste el email con la documentación?

Gracias, un saludo.

Hello Jorge,

yes, I've received the documents and thank you for your cooperation. Today I'll have a call with the Casino regarding the next steps so I'll inform you about the outcome.

Hello Jorge,

Mike @ BitDice Casino here.

On behalf of the Team we would like to express our gratitude for your immense patience and willingness to assist in order to resolve the AML/KYC case.

While the documents we have received still do not comprehensively confirm the legitimacy of the funds used to make bets, AML department decided to not to make you wait any longer than you have already done and to release the amount of USD 85000 in full.

According to the limitations stated in ToS we will be sending you the maximum monthly withdrawal limit of USD 10000 per month starting from the very beginning of December, until the full amount is credited to your wallet address.

We would like to ask you to provide us with your USDT wallet address (ERC-20 or TRON, whichever you prefer most) to the contact@bitdice.me e-mail address.

Please be advised, that if you will have any changes in your wallet address, you will need to inform us about such changes at least a week in advance via e-mail and customer support.

Kind regards,

Mike

Dear Jorge,

at this point, I'll mark this complaint as resolved. You should get every month 10k to your account, always up to the first week of the month. I hope that everything will go well without any problems. In case that you'll not receive one of the payments just contact me by email and we'll check it with the Casino representative.

Thank you for your cooperation and enjoy your winnings.

Viliam Casino.Guru

We’ve reopened this complaint as per the player’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.

Aditional comments from the player:

"Hi,  

Sorry to disturb you again... but I don't know any other to ask for help. You mediated at my case in Casino Guru against BitDice and you helped me as nobody else.

The deal was that they will pay me 10.000$ monthly starting in December 2021 until they will pay the total amount of 85.000$.

December, January, Febrary and March they had paid, but April ends and there was no more payment. I had sent severals emails to BitDice casino but again nobody answer me.

Would you be so kind to ask them directly and put some pressure to make them to pay what they owe to me?"

Dear Casino,

what happened, please?

Hello Jorge and Viliam

I spoke with my colleagues from the finance department, and apologies for delay with April payment, payment will be credited on this week for both April and May.

Regards

Mike

Thank you, Mike. Jorge, let me know when you'll receive the payments so I can close the complaint.

Hi again,

They answer one of my email a day after send the report to Casino Guru. Today, just now, they had already make me a ingress of 20.000$ (10k$ from April that they failed the payment and 10k$ for May).

Thanks again for your atention and help.

Dear Jorge,

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

We’ve reopened this complaint as per the player’s request as the payments were discontinued.

Additional comments from the player:

"Hi again Viliam,

Sorry to disturb you one more time. If you remember my claim against BitDice casino, finally they agree to pay 85.000$.

Starting since December 2021, the deal was to get paid 10.000$ per month until finish the total amount (December 2021, January 2022, Febrary 2022, March 2022, April 2022, May 2022, June 2022, July 2022 and August 2022).

In April they didn't pay and they do it in May. But right now, they owe 10.000$ from June, 10.000$ from July and last 5.000$ from August that are the last one.

After some emails I send to them, one of those was answered on 5th July, writing apologies in name of BitDice for the delay and ensuring that in 10 business days they will pay 20.000$. After 10 business day, not any more answer to my couple emails, and they didn't pay anything.

We are in August, last month to get paid the last 5.000$, so the total amount they owe are 25.000$ and I haven't got any other answer for my emails to they.

Can I ask for your help one more time?"

"Hi Petronela,

The problem persist, those were the last 25.000$ of 85.000$ total prize to get paid. So If you will be so kind to open again the claim and send a note to BitDice Casino responsable to argue why the last payments havn't been done, I could have a chance to collect them, because with my emails nobody of they were answered by BitDice.

On 5th of July they contact me and send apologizes about delay on payments, but said in 10 business days June and July will be paid. Never happened. And now in August, last 5.000€ also weren't paid so... last 25.000$ I'm asking for.

Could you be so kind to re-open the claim again please?"

Thank you very much, Jorge, for getting back to us. I will now transfer your complaint to my colleague Andrej (andrej.p@casino.guru) 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.  

Dear Jorge,

From now on, I’ll be in charge of your complaint. I’ll contact the casino and try my best to resolve the situation.

Dear BitDice Casino team,

Can you please comment? When can Jorge expect the remaining $25.000 to be credited to his account?

Hello Jorge and Andrej

My apologies for the delay with the remaining amount, I am currently waiting for information from our finance department, but I believe it won`t take more than 1 week.

Regards

Mike

Thank you, Mike, for the update. I’m setting the timer for 7 days. We’ll wait for further updates from your side.

Hello everyone

Jorge could you kindly provide requisites for your wallet, please

Finance informed me they had issue with them.

Regards

Mike

Hola Miguel,

La billetera es la misma donde habéis realizado las anteriores transferencias, no ha cambiado en ningún momento.

No sé si me estáis tomando el pelo o me estáis vacilando con ese tipo de cuestiones. Por otro lado, desde el 5 de julio nadie de vuestro equipo se ha dignado a responder ninguno de mis 8 correos electrónicos, y menos aún para citar algún tipo de problema con la dirección de la billetera TRC-20 donde habéis realizado los anteriores ingresos.

Y ahora, ¿alguna otra pregunta que sea coherente?

¿Qué necesitáis ahora, otra dirección de billetera TRC-20?

Dear BitDice Casino team,

To proceed with Jorge's case in a timely manner, could you please comment and advise as to what seems to be the issue with Jorge’s current payment method?

Hello Andrej and Jorge

Remaining amount should be credited till Friday, this week.

Regards

Mike

Thank you, Mike, for the update. We’re glad to hear there’s been progress.

Dear Jorge,

I’m setting the timer for 7 days. Kindly let us know when you’ve received the remaining amount or if there’s any news regarding the issue.

Looking forward to hearing from you.

Dear Jorge,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello Jorge and Andrej

Can we close complaint as resolved, since more than 1 week has passed by now?

Dear Mike,

Since Jorge hasn’t yet confirmed receipt of the remaining amount, to close this case as ‘Resolved’, we’d like to kindly ask you to provide evidence that would prove that the last payments have been, in fact, successfully processed on the casino’s end.

The information can be forwarded to andrej.p@casino.guru.

Thank you in advance.

Hello Andrej, just forwarded you transaction url for remaining amount.

Regards

Mike

Thank you, Mike and BitDice Casino team, for providing the relevant proofs, and for your cooperation.

Since after reviewing the information provided by the casino representative, there’s no reason to doubt that Jorge has received all of his winnings, we will now mark this complaint as 'Resolved' in our system.

Jorge, thank you for using the Casino Guru complaint resolution center. 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.

Best regards,

Andrej, Casino.guru