BitDice Casino - Player’s account has been blocked.

I registered and deposited roughly $400 in BTC over 2 days, i used no sign up bonuses etc.

I hit a goodluck streak and first attempted to withdraw 0.1800742 in BTC, it said withdrawal confirmed, a couple of hours later i again withdrew 0.0458 BTC and left around $1500 in my active balance with to play today.

I looked this morning at my BTC wallet and had nothing in there, i then proceeded to login to my Bitdice account and hit a message Account has been Disabled.

I then spoke to the customer support and they said they will ask the department.

I have received no emails or communication at all from them regarding this.

I've played over at Stake many times and never had an issue just thought i would try the 'crypto' veteran, turns out that was a huge mistake.

I would appreciate this resolving, or if they refuse to reopen my account for some bizarre reason then just process my BTC

Dear sbolton666,

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. Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live games, slots, or multiplayer)? Were your winnings accumulated with or without an active bonus, please?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

Hi Petronela

I created my account on the Sunday and made my first deposit on day 1.

i Wasn’t given the option to verify even on my 3rd deposit which was on Monday. Which I though was odd as Stake asked me on my 2nd.

I was only playing slots which was by the main providers such as Pragmatic etc.

no I used no bonuses as I don’t like bonus locks.

i will love to send you some communication from the casino but I haven’t had any from the casino.

only from the Live chat which I’m attaching to this message where they said they would ‘ask’

Additional comments from the player:

"Hi there,

I’m honestly confused, can you assist please – I haven’t created any multi accounts on bitdice this was my FIRST ever account on the site!

I attempted to create one previous to this account but it wouldn’t let me as I used a Hotmail email address, so the verification code never came though!

Again let me write this as clear as I can, I have made NO multi accounts nor have I used any bonuses within my sole account, I have only made multi BTC deposits and I attempted to withdraw 2 separate BTC withdrawls of 0.0180072 and 0.0458 BTC and left around $1500 in my balance."

Thank you very much, sbolton666, for the forwarded email and for your reply. Do I understand correctly that you have registered two accounts but the first was never verified as the confirmation email didn't arrive? Was there any game activity in your first account? Did you notify the casino that you haven't received a confirmation email and would like to create a new account under a different email address?

I was never able to access the account as I was never able to login to it.

there was like a 20 second gap between the accounts.

to be completely honest after reading more feedback around bitdice and the fact I can see the LIVE chat right now even when attempting to login and see many people stating they haven’t recieved thier withdrawals for weeks then it’s very obvious I have and many others been scammed by this rouge operator.

Bitdice should be reported to each provider and have there games removed. Whoever used to operate this site obviously isnt around anymore.

Thank you very much, sbolton666, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@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.  

Hello sbolton666,

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 further information regarding the player's alleged multiple accounts?

Kind regards,

Adam

Thank you Adam, I genuinely look forward to their response, because if it’s a genuine leadership decision then they seriously need to review the IT team and process as they obviously have a process which is false flagging multiple accounts and lack very simple automated processes -severely damaging the business reputation and growth.

never once have I been in this situation before and I’ve played a lot of casinos over the years!

Hello sbolton666,

I have received evidence from the casino regarding your alleged multiple accounts and I am currently awaiting further information. In the meantime, could I ask if you have used a VPN when connecting to the casino? Please understand I only ask so I can be sure I have all the relevant information.

Kind regards,

Adam

Hi Adam,

Yes I used a VPN which is why I’m going to find thier methods of identifying a ‘multi account’ interesting.

please do share the information to myself or make it public, as personally I haven’t recieved anything from them.

Dear sbolton666,

I have received evidence from the casino suggesting that your account is linked to other accounts by use of the same IP address. Unfortunately, I am unable to share this with you due to confidentiality reasons.

As you have confirmed that you have used a VPN when playing at the casino, this evidence is not conclusive and so I have requested further information regarding the accounts and their usage.

I will extend the timer while awaiting a further response.

Kind regards,

Adam

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’.

Hello everyone

After checking everything with this case, we reopened sbolton account.

Sbolton please request your withdrawal again and it will be processed.

Regards

Mike

Very much appreciated, thank you Mike.

i have logged in and processed withdrawals again and left some in my active balance.

So providing these process I shall try again 🙂

will update once they’ve been processed.

thanks again for reviewing Mike and a huge thanks to Adam for sorting this.

Dear BitDice Casino,

Thank you very much for the update and for your assistance.

Dear sbolton666,

I am glad to hear that you have access to your account, please keep us updated on the progress of your withdrawals.

Kind regards,

Adam

Morning Adam,

just updating, withdrawals have still yet to be processed unfortunately.

will update again in 2 days.

Hello sbolton666,

Thank you for the update, I expect it will just be a matter of time. Please do continue to keep us informed of any progress.

Kind regards, Adam

Hi Adam,

just a further update, I’m still awaiting to recieve my funds.

shall update again in a couple of days time.

Dear sbolton666,

Has there been any further progress with your payment?

Kind regards,

Adam

Hi Adam,

No unfortunately, still waiting.

Thank you for the update, sbolton666.

Dear BitDice Casino,

Are you able to please provide a timeframe in which the player should expect to receive their payment?

Kind regards,

Adam

Dear sbolton666,

There has been no further response from the casino, so 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. 

Hello Adam and Sbolton

Apologies for delaying your withdrawal yet again, funds will be credited on Monday, approximately before 2pm CET.

Regards

Mike

Hello Mike,

Thank you for the additional information.

Dear sbolton666,

Please let us know if you receive the payment as stated.

Kind regards,

Adam

EDIT:

Hi Adam,

Funds have now been sent and just awaiting a couple of confirmations but everything looks good.

so a huge thank you for sorting this and thanks Mike for assistance yourside.

Hello sbolton, that is nice to hear, and happy that case is resolved now🙂

Dear Adam, please close this case now as resolved.

Regards

Mike

Dear sbolton666,

I'm glad to hear that your issue has been resolved. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Kind regards,

Adam