BitDice Casino - Player’s attempt to self-exclude from the casino has been overlooked.

Hi , on februari 12 i asked bitdice casino to close my account becuase of my gambling problem, but they have not done that, and allowed me to deposite and play a total of 16.6 LTC, between 2022-03-02 to 2022-03-05. I have made a whitdrawl of 13.0 LTC. But due to gambling issues they have to close my account not letting it be open. 

I would like a refund of the diffrens, and its about 3.6 LTC.

And i spoke to chat again and when i provide them with proof, they closed my account and ignored me

Dear larki1981,

Thank you very much for submitting your complaint and forwarding all the relevant screenshots. I’m sorry to hear about your problem. I understood that you've informed the casino about your gambling problem on the 12th of February. Could you please advise when exactly was your account actually blocked?

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

My account was blocked yesterday at 5th of march. 2022-03-05

br

david

Thank you very much, larki1981, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej@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 larki1981,

I am sorry to hear about your troubles.

Based on the help/terms of the casino, it should be able to self-exclude in the profile/settings (lock account). However, after the account creation, I couldn't find this setting, and chat wasn't able to help me either.

I would like to invite the casino representative into the case.

Please explain to us why closing the larki1981 account took so long and why the option to lock the account is missing?

Hello everyone

First of all, my apologies for this situation, we are currently changing lots of things on our site(layout, bonus system, new deposit methods), so bugs like this might occur. We are fixing this currently and the button for blocking accounts should be back and working again soon.

Larki1981 I believe your account is locked now, and please forward me your wallet address, so we can send you the remaining amount(3.6LTC).

Regards

Mike

Hi Mike, I think you need to give the casino more time. Please be patient and update the case in case you receive the money.

Hi, i have now recevied my Transfer

BR

davif

Hello everyone

I think since David successfully received his funds, we can now close this complaint

Have a nice day everyone🙂

Dear larki1981,

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.

Thanks, Mike for the fast reaction.