BitDice Casino - Player's account has been blocked.

Hi team. I go by the username bowsoocles on BitDice. I’ve used this site for many years, made many deposits and withdrawals.

I completed the sites KYC requirements earlier this year.

Recently I made a deposit of approx 5 LTC which I lost. As part of the offers to players, the casino offered me a 100% bonus so after I lost my real-time funds I switched to bonus funds where I met their wagering requirement of 35 x my initial deposit.

Once this was moved to my real-time balance, I requested a withdrawal to my regular wallet on Tuesday 15/12 at 15:10 AEST. I received my email to verify the withdrawal and clicked confirm to withdraw 17.8 LTC less any transfer fees. This amount was taken out of my balance and I was happy to wait up to the standard 72 hours the site claims it takes to process.

On Thursday 17/11 I went to log into the site only to discover my account had been deactivated (without any knowledge or communication from the site).

i have tried contacting the site through their online support but have never received a response.

i have also emailed the site at the following emails and am still awaiting a response as to what happened:

• elon@bitdice.me
• contact@bitdice.me

I’ve even tried to contact them through their twitter page.

can you please help

Dear Bowsoocles,

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. Do I understand correctly that you have not received the withdrawal before the casino blocked you? could you please advise when exactly you made your last successful withdrawal?

Which bonus offer did you activate? If possible, please post here a link, promotional email, or promo code.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Hi Kristina,

thanks for the quick response.

i Can confirm I have not received my withdrawal. I made this request on Tuesday afternoon, successfully played on the casino Tuesday night and Wednesday morning. Then when I tried to log in on Wednesday night I was notified my account was deactivated.

prior to that, my last successful withdrawal was received to my account on 01/11/2022.

The bonus used is their standard bonus for every deposit made on their site.

please refer to their terms and conditions (noted in the attached photo, but you’ll need to access their site to read through them).

i deposited approx 5.1ltc (see link), wagered and lost this, then I used my bonus funds and successfully completed their 35 x turnover requirements within their wagering rules on eligible slots (mascot only and $10 or under).

https://live.blockcypher.com/ltc/tx/0e45e097b9c8eb60f0b2fded71171d7dde7cfb99d018ad994264a8fb3222c5ce

Additionally I found out through a response on twitter that they blocked me for multiple accounts. (Refer to photos).

i Can confirm I have never opened up multiple accounts and am not aware of the account name they have mentioned.

i have not heard from them since.

Terms and Conditions

Deposit Bonus terms and conditions

All new players are eligible to receive a Welcome bonus of BitDice worth 100% of the first deposit, up to a maximum bonus of 1 BTC/$20,000

Also, players can receive Reload bonus worth 100% of the deposit made while Reload option is active.

1. The minimum deposit amount to receive a bonus is $10 (equivalent in any currencies BitDice accepts

2. Bonus funds are added to player’s bonus wallet

3. Activated bonus is valid for 14 days

4. Main account funds will be used before any bonus funds

5. Winnings made from the real money balance are credited to the real money balance and winnings from the bonus balance are credited to the bonus balance accordingly.

6. Bonus money must be wagered 35x before it can be converted into real money and withdrawn

6.1 Slots counts 100%

6.2 Dice counts 5%

6.3 Blackjack counts 10%

6.4 BitAce counts 12%

6.5 Snatch counts 12%

6.6 Pirate Plinko counts 5%

7. Only bets made using bonus money count towards the wagering requirement. Bonus money will be used only once an original deposit has been used

8. Max bet amount while bonus is pending - $10. All bets over $10 will add $10 to bonus wager counter

9. Withdraw requests, tips and rains using main balance while bonus is active will remove all bonus funds

10. Players may only claim the welcome bonus once

11. BitDice has a zero-tolerance policy towards bonus abuse and bonus-related fraudulent activity on accounts. If any bonus abuse or bonus-related fraudulent activity is suspected, we reserve the right to stop any further bonuses, promotions and/or offers and remove bonuses and winnings from these and/or linked accounts.

12. You can have only 1 active bonus at a time

13. Max profit: x5 from the initial bonus balance. No more than $20,000 can be transferred to main balance from bonus winnings

14. If user gets 200% Deposit it must be wagered 35x before it can be converted into real money and withdrawn

15. To withdraw the funds received in bonus games, activation of promo codes, twitter promotions and activity on chat, the player has to make a deposit equal to a bonus profit and wager it x35.

those are the terms and conditions for the deposit bonus

Thank you very much Bowsoocles for your reply. I will now transfer your complaint to my colleague Branislav (branislav.b@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 soon.

Hello, Bowsoocles,

I am sorry to hear about your negative experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite BitDice Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear BitDice Casino Team,

Could you please provide us with an explanation of the player's situation in more detail? If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Thanks branislav. I’ll wait for you to deal with the casino. Let me know if you have any questions or need more information from me

Hello Branislav and Bowsoocles

Thank you for your complaint and please accept my apologies for inconvenience. I`m currently checking regarding your situation and why your account was disabled.

Will update this complaint, once I receive information.

Best regards

Mike

Thanks Mike. Appreciate you responding and hoping we can have a Swift resolution.

I’ve shown the screenshot of what information was given to me of multi accounting but this is not correct as I’ve never had multiple accounts at your site

Hi Mike,

Has there been any updates on this?

Hi Mike,

am keen to get this resolved as soon as possible.

Have you looked into this and what have you managed to find?

Dear Mike and BitDice Casino,

Thank you for your reply.

Please, let us know as soon as you have the necessary details.

Looking forward to hearing from you.

Hi Mike,

Can you please provide reasoning as to why my account was deactivated and send proof through to CG to make a decision.

As mentioned in my post chat has advised me of having multi accounts which is not true.

I find this highly suspicious given I had just won a significant amount of money and requested a withdrawal of 17.8 LTC.

Appreciate if you could update this.

Hi Mike and Bitdice team.

has there been any updates with this?

Hi Mike and Bitdice team. 

has there been any updates with this?

It’s going on almost 2 weeks now since you would investigate

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.

Hi branislav. What happens if the casino doesn’t respond soon?

additionally if they choose to respond down the track what happens? Will this be reopened?

Hello,

If no one replies here or does not provide us with the requested details and explanation in another way within the timer set, the complaint will be closed as unresolved. However, then the casino is allowed to request a reopening at any time in the future.

Thanks branislav

Hello Branislav

Could you please forward me your email, so I can forward you screenshots regarding this complaint.

Best regards

Mike

Mike. Branislav email has been noted in his comments a few message ago.

branislav.b@casino.guru

would appreciate if you could send the information asap given its taken 2 weeks for your comment

Hi Mike and Bitdice team, I’m currently travelling overseas atm so having this resolved sooner would be appreciated as I could use with the funds.

Hi Mike and Bitdice team, branislav’s comment 3 weeks ago shows his email.

would appreciate if you could email the information you have asap as I’m concerned it will take another two weeks for your next comment.

@Branislav, can you please comment and follow up with Mike and the Bitdice team to keep them honest

Hi Mike and Bitdice team. Requesting again that you review the previous comments by branislav which shows his email and ask that you don’t wait another two weeks to send the email with evidence

Hi Mike and Bitdice team, again asking you review branislav’s previous comment which shows the email address and request you send the info so as not to hold this up as I continue to be concerned it took 2 weeks to request the email address

Hi Mike and Bitdice team, again asking you review branislav’s previous comment which shows the email address and request you send the info so as not to hold this up as I continue to be concerned it took 2 weeks to request the email address

Hi Mike and Bitdice team, again asking you review branislav’s previous comment which shows the email address and request you send the info so as not to hold this up as I continue to be concerned it took 2 weeks to request the email address

Hi branislav.

can I ask you please respond to Mike as apparently my comments go unnoticed.

i know I’ve done nothing wrong and going off similar cases believe Bitdice will eventually agree to reinstate my account and pay me my winnings, but I’m annoyed at the blatant time wasting they’re showing here and am hoping to somehow get this resolved ASAP.

thanks,

James

Hey Branislav,

Can you please respond so as to get this company moving again.

Mike and Bitdice team, there’s multiple comments with the email address - can you just send your email already?

Greetings all,

I am sorry for the delayed reply.

Thank you very much, Mike and BitDice, for your email and the data. Could you please look at my last email and provide me with the requested details and answers?

Dear Bowsoocles,

What internet connection do/did you use for playing in the casino, please? Is this connection protected in any way?

Hi branislav,

I’ve used a combination of my mobile internet and my home wifi.

I only play using my mobile phone and have an iPhone which I use the iCloud private relay (see photos attached)

Alright, thank you for your quick response, Bowsoocles.

Now, let's wait for the casino's email and additional information. I will let you know once I am provided with the requested details.

Thanks Branislav. Appreciate your quick response.

Hi Mike/Bitdice team and branislav,

Can i please get an update on where this is at.

Hi Mike/Bitdice team and branislav,

Can i please get an update on where this is at.

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.

Hi branislav.

looking at the casino rating , I can see that it went from a 7.7 to a 3 since my complaint has been open. Given it’s unlikely they will respond, what are my next options?

Dear Bowsoocles,

I was in contact with the casino outside this complaint. Unfortunately, the casino stopped responding to my attempts to obtain additional details, and the provided data are not enough to support the casino's claims and decision. As for its rating on casino.guru, yes, it was decreased because of the number of recently closed complaints as unresolved.

Since we have not received any further response from the casino regarding its decision, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will also influence the casino’s rating in a negative way.

There is one more possible way how you can try to resolve your issue - to file a complaint with the gaming authority that regulates the casino - Gaming Curacao. It is possible to file a complaint via the official website (http://www.gaming-curacao.com/) using a "Contact" button or by sending your complaint to info@gaming-curacao.com. Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description, and supporting attachments if it is needed.

If there is any progress with your issue or you need help, please let me know at branislav.b@casino.guru.

I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.

Best regards,

Branislav, Casino.Guru