BitDice Casino - The player's request to close his account failed.

Thank you Yousst for all the information. We believe that every casino should have the option to self exclude yourself if you have gambling addiction. I will now forward your complaint to my colleague Peter who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi Yousst,

I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite BitDice Casino to the conversation to participate in the resolution of this complaint.

Hello Peter,

Did you already get an update from BitDice?

As I also sent them a mail with the invitation to Casino Guru, I asked them if they had an update but according to the casino they already have responded on the case here.

Hi Yousst,

No, we haven't heard from the casino yet.

Hello Peter,

According to Bitdice Live Support :

All discussion is carried out at the casino guru website and we provided our reply earlier.

As you informed earlier that there is no info known, any chance that the casino team spoke with someone else of your team. Or is the info they gave me simply incorrect?

The reason I wonder is that I do prefer and hope to get this solved via Casino Guru which would save me time and effort. If the casino does fail a reply, I will have to contact their License Holder for investigation and ruling.

Hi Yousst,

The casino has currently 3 open complaints, so perhaps, the support has mistaken this one with the other ones.

Hello Yousst and Peter

Mike from BitDice team here, apologies for delay with reply

I checked with our support team, with whom the player contacted regarding his request for blocking his account at our casino.

Support team notified him that he needs to withdraw his money before we can disable the account.

We unfortunately had to cancel the initial withdrawal in BTC, because of existing issues with BTC exchange rate drop down and continuing panic on the market , we notified the player right away and offered him to make a request for withdrawal in ETH which he agreed on, but we never received another request for withdrawal.

So from our side, we never were against disabling player account and offered him to withdraw his winnings first, can`t see what else we could do here. 

Regard

Mike

Dear Yousst and Mike,

Thank you for your replies. Let's sum up the whole issue here. Yousst had two pending withdrawals and on the 18th of June 19:31 CEST asked the support to block his account due to a gambling issue. The request was repeated again at 19:38 CEST. It seems that the requests were ignored. From that moment, the player shouldn't be allowed to make any more bets or deposits. However, this is not the case so he should be refunded all bets and deposits made after the self-exclusion request.

Thats correct Peter.

Do note that before I announced my self exclusion request I wanted to stop hours earlier(and lost two deposits) as I explained earlier. But as the casino has nothing of a self exclusion or restriction tools I was unable to block earlier. After those deposits I reached out to the casino via several ways to inform them about my situation as it only got worse and needed their help. As you can see in the response from Bitdice they had no such thing as I had pending withdrawals they could not block the account and made me responsible for the withdrawal first before I can close my account. While I actually wanted a self exclusion.

Fact is that if the casino had proper responsible gaming tools/page I would not have ended in the situation I am currently which I do feel sorry for.

Thats why I ask Bitdice to take its responsibility on this matter and also agree on the two deposits I made earlier to refund as well beside the lost withdrawals.

Thanks for your help Peter

Hi Yousst,

To be fair, we can't penalize the casino for not having responsible gaming tools. Our policy is as follows: as soon as a player requests account closure due to a gambling problem, they shouldn't be allowed to make any bets or deposits. Since the deposits were made prior to the self-exclusion request, we can't force the casino to refund them. I chatted with the casino rep on Skype and there is good news.

Dear Mike,

Please inform Yousst about the casino's decision.

Hi Peter,

Thanks for explaining! I do hope that casinos in the future will follow Casino Guru 's policy in this matter as it would benefit casinos and protect players more.

I am looking forward to Mike's reply and Bitdice decision in this case!

Good evening Peter and Yousst

As Peter mentioned we agree with your arguments, and are willing to return your two withdrawals that had been lost.

I believe my colleague from finance have your ETH wallet requisites, but just in case, please forward it on mike@bitdice.me

Regards

Mike

Hello Mike,

Many thanks for the agreement on the payout. I do appreciate that Bitdice takes its responsibility in this matter to help me.

I take it that the 0.19284328BTC will be transferred to ETH amount at the current rate/price? And do I get the payout in one or two payments?

Regarding the ETH wallet, thats the same as I used last month. I just send you an email with the same ETH Wallet for the payout. Would it get processed this week?

@Peter

Once the payouts have been received I will confirm it and this case can be closed as resolved. Many thanks for the help from Casino Guru to get this issue solved with Bitdice!

This post can be removed after editing the amount in the complaint.

(@Peter could you update the disputed amount to 0.19284328 BTC instead of $3800 as I was unable to fill that in so used the approx amount but thats now different due to the exhange)

Hi all,

Thank you for your replies.

Dear Yousst,

The amount was updated. We will close the complaint as resolved as soon as you let me know that you received your funds.

Hello Peter,

So far still no payment from Bitdice, I was hoping that they would resolve this quick given the unstable market and to close the case and move on. While I did reach out to the Live Support for a timeframe on Friday I got 3 business days and now nobody knows about it.

Further I do not know if they would use the current exchange rate from BTC to transfer the 'disputed' amount to ETH which means I should expect ~3.56ETH as Bitdice is unable to payout in BTC due to the unstable market.

Thank you Yousst for the update.

Dear Mike,

Has there been any news regarding the withdrawal?

Hi Yusst,

I asked the casino rep about the payment on Skype, let's see how they respond.

Thank you Peter!

Hope that you can get some info which is useful since the casino support tells me different stories.

PS: My last post with the day stamps should be set on private on request!

Hi Yousst,

I was told on Skype that you should receive your funds this week, so let's see.

Thanks for the update Peter!

i really hope so, to close this case.

Hey everyone

Funds should be credited this week, as Peter said.

Apologies for delay

Hi Peter,

As it is Sunday evening and there has been no payout received so far I doubt that I will receive the refund.

Their Live Support said on Friday that Finance is not responsible for the payment but a separate department is but nobody could answer my questions further or give me an update which make me question if Bitdice does have any intention on paying this amount or if they are waiting until the markets drop so the BTC amount will be worth less ETH then it is now as on July 13th I would've received approx 3.56 ETH for my 0.19284328BTC and currently this is around 2.8 ETH(might change due to fluctuating prices) .

I ve seen a lot of complaints (also on bitdice site self) that players are waiting very long to get their withdrawal but 2.5 weeks might be a record.

Do note that this casino is also not delivering on its promises as they said on July 8 that it would take 3 business days to get my funds, on July 14 this changed somehow to 'within 5 business days' without explanation and the day after that July 15 I was told I would get an update on July 18 which did not happen. And as this week has ended without a payment being received this is the fourth promise Bitdice made and did not deliver. So far nobody could explain to me why it is taking so long and all timeframes given have been expired. For a casino that claims instant payouts (which are up to 72 hours) this is extremely poor.

Because of that and the fact that we passed almost 2.5 weeks since the 'good' news from Mike about my payment, and still have no payment received I doubt this will happen anytime soon. I dont know what the timeframes from Casino Guru are for getting a complaint resolved. But given the long time we passed, I think that it is time to close this complaint as unresolved as unfortunately the player received nothing. Unless you Peter think it is worth the wait but I fully doubt it given their broken/failed promises.

At this point I am also considering to contact their Licensor Gaming Curacao in the next few days and address my complaint about Bitdice again and see if they can assist me as they can actually force casinos to do something while Casino Guru is only a platform for mediation which in my case did help but the actual result never got delivered unfortunately.

Hi Yousst,

I completely understand your frustration. It's been taking way too long, especially for a crypto transfer. Let's give the casino time until Wednesday and then we will close the case as unresolved in favor of the player (you).

Dear Mike,

Please make sure that Yousst gets his payment by Wednesday, otherwise, I'm afraid, the complaint will become unresolved.

Hello Peter and Yousst

My apologies for the delay, this is unacceptable and I make sure that funds will be credited till Wednesday.

Regards

Mike

Yousst, funds been credited to your balance on our site, please make a withdrawal now.

Regards

Mike

To be set on private this post!

Hello Mike and Peter,

Unfortunately the case is still not solved because of the last response from Mike. As we agreed (see message from Mike July 7th) I would receive the funds directly to my ETH wallet to get this matter resolved and my account would remain closed given the situation about my control issues.

What Bitdice unfortunately did instead, was instead of sending me the funds directly to my wallet which I had provided Mike, they re-opened my account with full access to all games, deposit etc. and put the money on that account and it was my responsibility to take care of the payout(exact the same what happened last month and why I started my complaint here ).

As the first thing I saw on the account page were the games (which fully worked) the mistake was made easily and I feel very sorry for as my issues got triggered now and the exact same result happened, me losing all funds(again).

I've sent Mike an email with my BTC and ETH wallet, and hopefully he does take care to get the funds through either BTC or ETH before tomorrow, as long as the funds get into my wallet and not players account again which was supposed to remain closed.

The amount was credited on the account initially was lower then the 'disputed' amount but I sent after seeing that immediately an email to Mike and he did let the team correct the amount but in the meantime I was able to play and nobody noticed that.

Because of this mistake you could add an additional 24 hours to the timer Peter, maybe Bitdice can now set things straight in two days to get this case closed as resolved.

And for what its worth it would behoove the casino now to also refund my last 2 BTC deposits I made (0.08059) because after making my 'regular' deposits I wanted to block my account but was unable to do so as the casino has no protection tools at all. After depositing those 2 BTC amounts I saw that it went worse and then I did reach for help from the casino. But currently my issue became bigger as I was able to gamble again which did harm me.

Hello everyone

From our side, we can't just send funds outside of our system, since transactions with money are registered and automatized on SoftSwiss side, this is why we added a total amount of 2 withdrawals to Youssef account and I notified Youssef about this via mail.

In his reply via mail, Youssef confirmed that funds had been credited to his account and asked us to add more, since the total amount was less than the original one.

So from our POV the whole situation looked like Youssef is ok with getting this amount by withdrawing money from his BitDice account.

Regarding games, the support team notified Youssef before regarding this: we don't have an option to partially block a user from playing, without fully blocking his account, in the screenshot Youssef provided, he had these warnings in his dialogue with the support team.

We understand Youssef's issues with gambling, but from our side we did what we agreed on.

Private set please

From our side, we can't just send funds outside of our system, since transactions with money are registered and automatized on SoftSwiss side, this is why we added a total amount of 2 withdrawals to Youssef account and I notified Youssef about this via mail. 

On July 7th Bitdice said the following:

Good evening Peter and Yousst 

As Peter mentioned we agree with your arguments, and are willing to return your two withdrawals that had been lost.

I believe my colleague from finance have your ETH wallet requisites, but just in case, please forward it on mike@bitdice.me

This is to me a very clear message that Bitdice is going to pay me directly to my ETH wallet, and not my gambling account. It would make no sense to ask for the players ETH wallet and never had the intention on using it if I was supposed to make the withdrawal of the funds myself.

And if we look on the replies in this complaint I believe that Peter was in the same assumption too that I will get my withdrawals in my ETH wallet and not on my closed gambling account. He even mentions this in his message from yesterday that for crypto transfers this is taking too long on your side.

Peter said earlier on July 6th:

Dear Yousst and Mike,

Thank you for your replies. Let's sum up the whole issue here. Yousst had two pending withdrawals and on the 18th of June 19:31 CEST asked the support to block his account due to a gambling issue. The request was repeated again at 19:38 CEST. It seems that the requests were ignored. From that moment, the player shouldn't be allowed to make any more bets or deposits. However, this is not the case so he should be refunded all bets and deposits made after the self-exclusion request.

The whole issue in my complaint was that your casino Bitdice have no self exclusion tools, and when I asked Support for help as I clearly was unable to control my gameplay nobody was able to assist me or help me. According to Peter and Casino Guru the moment I informed the casino I should ve been unable to play anymore or deposit at Bitdice, well that did not happen but after I got the pending withdrawals back and was able to gamble them all afterwards the account somehow was almost immediately closed.

In his reply via mail, Youssef confirmed that funds had been credited to his account and asked us to add more, since the total amount was less than the original one. 

So from our POV the whole situation looked like Youssef is ok with getting this amount by withdrawing money from his BitDice account. 

Well I did not say anything about ok, all I said in the e-mail(which I can send to Peter if needed) was that I thanked you for your update and that I saw that the balance was not correct. At that point I was unaware that I was able to play. Otherwise I would ve said that and responded differently.

Regarding games, the support team notified Youssef before regarding this: we don't have an option to partially block a user from playing, without fully blocking his account, in the screenshot Youssef provided, he had these warnings in his dialogue with the support team. 

We understand Youssef's issues with gambling, but from our side we did what we agreed on.

As I have mentioned earlier I informed the casino that I have an issue and need to get help from the casino to close my account. In the screenshots I presented earlier all what Support said is that they could not block the account while it has pending withdrawals.

And at this point I do not understand on what Bitdice agreed on actually as I explained earlier, you made it clear that I will get the withdrawals on my ETH wallet which Finance already had.

From this point onwards there are three options I think in this case.

#1 Bitdice could restore the funds again and this time have someone monitoring my account to block my account immediately if I try to play to protect the funds and ensuring me being able to withdraw the funds, or get this done with help from Casino Guru maybe?

#2 Bitdice can check with SoftSwiss if they can arrange something to get me my refund on my BTC or ETH wallet. I am more than happy to send you the wallet details again.

#3 Bitdice choose not to refund my money and stands on its decision, which make me feel very sorry if the casino would behave like that as it means that the casino did not resolve this matter and for Peter it means you could close the case as unresolved as the casino made the exact same mistake which made me complaint and in the earlier correspondance Mike did not mention anything about I have to be responsible for the payment from the account to my wallet as I would ve asked help in ensuring that. Instead I had to figure it out in a painful matter by losing it all.

And all of the above is without the mention of the very very long waiting time to get the funds retrieved and not in my wallet as agreed on but on my gambling account.

And in addition to the above, from all my Chat transcripts in the Last 2.5 weeks with Live Support, nobody informed me that I would get the funds on my casino account, I even mentioned several times that I have not received anything in my wallet and as the casino account was closed it was (at least to me) very clear that when I said no payment received in my wallet I was referring to my personal ETH wallet and not my casino account as I had asked for a permanent self exclusion.

I have mentioned about my (personal)wallet with Live Support on July 14, 18,19 and 20th. If needed I can send the transcripts to Peter which make very clear that I was unaware or informed that my 'payment' would be sent to my casino account which was closed actually.

And from the correspondance on Casino Guru (the replies here) I also was not aware or informed that I would get the funds on my casino account and not my ETH wallet which Mike asked the details about.

So until today I was in the believe that I would get my funds paid out on my ETH wallet as I explained earlier, and when I got the mail from Mike saying that my funds were credited on my balance on the Bitdice website it was confusing as I thought that my account would remain closed. But I logged in and the first thing I noticed was the balance in BTC that did not correspond with the disputed amount here, so before doing anything I replied almost instantly to Mike about the balance being not correct, Bitdice somehow interpreted this as approval.

I never gave an approval for this solution at all, and I never brought this up earlier as I was in the believe I can expect a ETH payment to my ETH wallet I have. But by allowing me to log in and being able to play the exact

same thing happened now and I lost (again) my balance despite my requests for permanent self exclusion and despite the complaint ongoing here on Casino Guru.

And regarding SoftSwiss, it is very weird that the casino is unable to create a payment 'outside' their system. As all they need to do is create an payment link this to my account and on my behalf send the funds to my ETH wallet can't imagine how hard that can be.

Note that in my previous post Solution #1 is only possible if this can be 100% monitored by Bitdice/Casino Guru to ensure the safety of me not playing again but only being able to withdraw.

@ Peter, I wonder what you think of this matter as Bitdice is standing by its decision and I do believe that the way they acted is wrong hence the case is unresolved for me!

Looking forward to your reply.

Hi all, thank you for your replies.

Dear Mike,

Let me just sum up what happened. It took one month for the player to get a refund of the money he should never have lost due to an active self-exclusion. Instead of sending it to the wallet provided, the funds came back to the casino account and the account was unlocked and the player with an obvious gambling problem was free to play games again... I'm not sure if I understand. Please send the lost funds to the wallet provided and keep his account locked forever.

Goodmorning Peter,

Thats kind of the situation, and as Mike said yesterday they did what they agreed on from their end. But as far as I remember he did ask for my ETH wallet which I understand means that he wants to do a payment directly to my wallet and not gaming account.

But indeed instead of sending it to my wallet they re opened my casino account. And did allow me to regain full access to the casino account which unfortunately led me to a fallback of gambling with all the emotional and mental suffer which I really do feel sorry for.

Thats why I mentioned earlier that it would behoove Bitdice to pay beside the disputed amounts the other two last deposits I had made in June (as compensation/gesture) for all the suffered problems in the past month and fallback. I do know I can't claim that amount but as explained thats why I mentioned it.

@Peter I take it that Casino Guru agrees on my arguments that I still should get a payment directly to my personal wallet instead of getting full access to my casino account which was supposed to remain closed?

And Peter the timer should be set on 48hours I believe, given the very long wait of last weeks without a solution and payment, and I hope that it will trigger Bitdice to keep this on a high priority to solve this asap!

@Mike I sent you an email yesterday to send no funds to the wallets I have sent you earlier. Once you agree to send my funds again I am more then happy to know if you are sending this to my BTC, ETH or LTC wallet so I will provide you with my correct and updated wallet details. My Crypto provider did some changes to my wallet addresses last evening that's why the previous ETH wallet has changed.

Hello Peter and Mike,

@Peter

Yesterday I had sent two emails to Mike where in the first mail I informed him that the problem was not solved and the payment should ve been processed and sent to my personal wallet which I provided (BTC and ETH).

In the second mail I informed Mike that he should wait with using the earlier given wallet addresses due to some updates on my crypto provider.

I spoke with Live Support yesterday and they first replied with:

We credited You with the needed amount but you decided to play that and lost it instead of submitting withdrawal request. How can you claim that again now?

When I explained the situation and my complaint they said:

As far as we know casino guru support is on the case. Unfortunately we cannot provide you with any additional information.

This is the last message I got from the casino yesterday afternoon, I did not receive a mail from Mike or from Bitdice regarding my case and so far here there is no reply too.

As we passed 5.5 weeks since I started my complaint here, and 3 weeks since Mike gave the approval that I would get my funds back but I still have no funds in my personal wallet and its quite exhausting to wait much longer without a result yet. And with their mistake of yesterday instead of solving the case and close it I got exposed to more harm as I was again able to gamble triggering my control issues and that did affect me negatively which I really do feel sorry for and hold Bitdice liable for.

My suggestion is to set the timer until Friday evening so Bitdice does get time to see the comments here and resolve this asap, otherwise I am afraid that you should consider to close this case as unresolved given the unacceptable long waiting time which did not result in me getting my funds in my ETH wallet as agreed but credit this on my gaming account. And now I have to wait and see if the casino has any intention on creating a payment and if they do how long that would take.

Once the case gets closed as unresolved I will forward my case to their Licensor so they can investigate this case and take appropriate steps. While this might not result in me getting the funds back immediately it could lead to measures/penalty to the casino for their lack of protection tools and possibly a refund which the Licensor can force as they regulate this casino.

From my view I also do want to comment that I believe that I should be entitled to some sort of compensation too for the damage and harm I suffered by being able to gamble for hours and ending in the same situation I wanted to avoid with my permanent self exclusion which I requested last month and did not work.

@Mike

I do hope that Bitdice does want to resolve this matter quick given the long wait and to close the case as resolved and both move on.

And as I said earlier, if Bitdice does agree on my claims I could provide Bitdice an BTC, ETH, DOGE or LTC address. Of course I do prefer to get it through BTC as that would make it easy but if one of the other cryptos would get a faster payout that would be fine with me too, if that enables me to get this case solved and funds received by the end of this week(Friday).

Either way I hope to get a reply soon from you or Bitdice on how the casino wants to proceed as we are now a month further and this complaint is still open..

Hi Yousst,

We scheduled a call with Mike for this afternoon. I will get back to you tomorrow with a conclusion.

Hello Peter,

Thanks for the update!

Do you believe that there is a chance that Bitdice could be able to process my payment this week? As they claim instant payouts on their website I believe it should be possible, if they make some efforts on it. And given the fact that this case is taking too long and still not resolved it would be only fair to get this solved by tomorrow evening.

If Bitdice does agree to process a refund of my lost withdrawals (and hopefully agree on a compensation too) could you ask them to reach out to me or reply here so I can provide the casino with my correct wallet address they need for sending the funds correctly to my personal crypto wallet?

For me the best solution and outcome of this complaint would be that after the call with Bitdice/Mike, Bitdice agrees on sending the funds to my personal wallet and ensure that these payment(s) are received by tomorrow in order to close this complaint this week and be able to move on and forget about this experience I had.

PS: My account is still open with full access and functions, and I got muted on their Chat when I asked for updates..

Goodmorning Peter,

As Bitdice did not contact me regarding a payment, and my casino account is still fully accessible. I take it that your call with Mike yesterday did not help to change the casino's decision?

The latest message/update from Live Support I got was yesterday saying to wait for Casino Guru.

Hi Yousst,

The casino agreed to refund the lost deposits (directly to your ETH wallet) you made after you informed the casino about your gambling addiction which is fair.

Dear Mike,

What is the status of the refund? Please keep in mind that Yousst's casino account has to remain blocked forever.

Hello Peter,

According to the post of Mike from last week the casino did what they agreed on which is not true. Since then, Mike did not respond on my replies anymore as you can see here.

Thats why I wonder what you discussed with Mike last week on the call as we are 6 weeks ahead without a resolvement.

To be honest it is very exhausting and frustrating now given the very slow processing from Bitdice.

And Live Support from Bitdice is unable to assist as they said that my case is under review by Casino Guru, but in the meantime Mike did not respond on the posts from last week…

So Peter if you agree with me it would be fair to close this complaint as UNRESOLVED once the timer has ended as we are 6 weeks ahead now which is unacceptable!

And my account was blocked again on Friday afternoon after asked in the Bitdice chat for an update on my complaint, I did it on wednesday too but then they muted me on that particular chat.

@Mike,

If Bitdice want to pay the funds out to my wallet I am waiting for your reply to provide you with all address details from the earlier named cryptowallets.

Hello everyone

Yousst please provide us with actual requisites of your wallet. If you agree, we would like to send the amount in BTC, I believe you mentioned you have a BTC wallet.

Payment will be processed after we receive new requisites.

Regards

Mike

Peter as we agreed on Thursday call, we refunded Yousst lost deposits on his BTC wallet.

Regards

Mike

Hello Mike,

Just to be sure:

I received one payment from the casino of 0.044BTC so far.

The disputed amount is 0.19284328BTC, will the other payments also been made today?

This is the amount we agreed on the call with the CG team, as Peter said: "lost deposits you made after you informed the casino about your gambling addiction which is fair".

Hello Mike,

I do not quite understand how you came up to the amount of 0.044BTC, but let me sum the situation up again.

On July 7th this is what you said and we all agreed on to receive on my ETH wallet.

Good evening Peter and Yousst 

As Peter mentioned we agree with your arguments, and are willing to return your two withdrawals that had been lost.

I believe my colleague from finance have your ETH wallet requisites, but just in case, please forward it on mike@bitdice.me

Regards

Mike

For the weeks this complaint was open, this was what I was supposed to receive and after several posts of mine and Peter saying that he will close the case as Unresolved I did get the funds on my casino account as BTC but due to the full access of gambling and all, I ended up losing this amount (again) and made me complain again here that this matter is still not solved.

After your reply and me explaining the case again Peter said:

Hi all, thank you for your replies.

Dear Mike,

Let me just sum up what happened. It took one month for the player to get a refund of the money he should never have lost due to an active self-exclusion. Instead of sending it to the wallet provided, the funds came back to the casino account and the account was unlocked and the player with an obvious gambling problem was free to play games again... I'm not sure if I understand. Please send the lost funds to the wallet provided and keep his account locked forever.

What I understand from here is that Peter refers to the funds that were wrongly released on my casino account(which I ended up gambling all) to be sent instead of to my casino account, directly to my personal crypto wallet.

I have no clue on what you have discussed afterwards, but I take it that there is some sort of miscommunication, because as far as I know I should be entitled to a full refund of the lost withdrawals which is 0.19284328BTC (minus the already paid amount of course).

If that amount does not get paid I do not see this case resolved meaning that I will ask Peter to close the case as unresolved. I also doubt that Peter agreed on this amount as final payment and close the case as I never mentioned 0.044BTC.

And regarding the deposits I lost, which you also quote Peter on. On June 18th I made several deposits with both my debit card and BTC wallet, my last two deposits were combined of 0,080596BTC which was before I had reached out to Bitdice for a permanent exclusion, while I already wanted to quit but there were no tools to do so, please read my posts from July 5 and 6th again.

After losing those deposits I had contacted Support for a self exclusion but had still two pending withdrawals of 0.1398BTC and 0.05304328BTC which I asked to be paid out quick to ensure that I am unable to play with these funds. Mistakes were made probably due to miscommunication as you could see in the correspondance I sent to Peter and both withdrawals got cancelled and released allowing me to play with full access while I had requested a permanent self exclusion.

While it would be fair/good gesture from the casino to refund also the last two deposits I made (0.080596BTC) as I had explained in my posts from July 5th and 6th, Peter had explained on his posts from July 6th and 7th that I can not claim this amounts but only my pending withdrawals I had lost as this happened after my self exclusion request this amount was 0.19284328BTC.

So basically Mike, the amount Bitdice has released last week (after correcting) on my casino account, that amount should be sent to my personal BTC wallet to get this case closed and resolved.

I do hope that this sums the case up again and explains it Mike.

@Peter,

I am looking forward to your reply to understand what's going on and what happened here. As this amount is not the amount which was agreed on July 7th nor the amount I received on my casino account last Tuesday (which did correspond with the earlier 'deal' after Mike corrected this).

The disputed amount is still 0.19284328BTC, and if Bitdice would do a good gesture they would add the last two deposits I made in BTC of 0.080596BTC for the harm and suffer I got in but is not claimable of course.

Good morning Peter,

in addition to my last post, I also would like to know if this case can be speed up now we are six weeks ahead and still counting.

As explained yesterday the only solution for me is to get the full amount I lost of 0.19284328BTC as this was the amount I had pending as withdrawal and ended up gambling despite my self exclusion request I made.

If thats not possible to achieve with Casino Guru Complaint you may close this case as Unresolved as that was what we agreed on almost a month ago, and also the amount Bitdice released on my casino account last week (which they had to send to my personal wallet instead).

0.044BTC has never been mentioned so I don’t know what happened to get to that amount anyway…

Hi Yousst,

I believe there was a misunderstanding after all. When did you lose the funds from those two pending withdrawals (0.1398BTC and 0.05304328BTC)? Was it before or after you told the casino about your gambling problem on the 18th of June at 19:38 CEST? The thing is after you asked the support for a self-exclusion due to a gambling problem, you shouldn't be allowed to win or lose. That is why I asked the casino to pay you back the deposits you made after the self-exclusion request. Now, if I understand it correctly, it looks like you made those before the request but you lost the amounts that were pending and canceled (0.1398BTC and 0.05304328BTC)?

Hello all,

Lets sum the days up where the problems started:

On June 17th I made two withdrawal requests of 0.1398BTC and 0.05304328BTC which I confirmed too, there were no problems and everything was fine so far.

On June 18th I made two card deposits to the casino and as the fun was gone and I started feeling bad and losing control, I searched on the casino for their self exclusion tools but was unable to find such helptool so I ended up with two more deposits in BTC which was the combined amount of 0.080596BTC I mentioned earlier. Mike should be able to confirm these amounts after reviewing my casino account. After losing these two deposits I send a self exclusion request for my account which was on June 18th 19:31CEST and again on 19:38CEST as my problems got worse. In the meantime my requested withdrawals were still pending and I had no option to get access to them as the casino does not offer a withdrawal cancellation.

Unfortunately due to some miscommunication/mistakes the two withdrawals I had requested were returned to my casino account on June 20th which was after my self exclusion request I made on June 18th, and I was able to play with this money.

So actually, my 'claimed' amount is 0.19284328BTC as Peter said. And Peter, as we discussed earlier during this complaint, I can not claim the last two deposits I lost of 0.080596BTC as this happened before my self exclusion request while my argument of course was to treat this as compensation/goodwill from the casino but they are not required to pay this amount only the 0.19284328BTC which happened after my self exclusion request.

But since this complaint is ongoing for a while and there have been a lot of posts in this complaint I can imagine that a misunderstanding occur, however, I still have no clue on how you came up on 0.044BTC as this amount has never been named by anyone here.

@Mike,

I hope that Bitdice still agrees on a full refund of these amounts and get this solved as soon as possible to close my complaint given the long wait (6weeks since complaint and 3.5week since your agreement). As the payment of yesterday did come in almost instantly, I really hope that the casino would be able to resolve this complaint today.

The same BTC wallet can be used as yesterday, unless the casino needs a DOGE/ETH/LTC wallet which I can provide as well.

Hi Peter,

Since the timer is still set on 5D and 23H as we speak, could you have a look on consider a new timer as we are now 6+ weeks ahead since I started this complaint..

Hi Yousst,

Thank you for the detailed explanation and sorry for the misunderstanding. When we had a call with the casino reps, I requested them to refund you the lost deposits made after the self-exclusion request and they agreed. That is why I thought that you made the deposits after the request and that the withdrawals were canceled and played before it. Now it's all clear. To sum it up, you should get a refund of 0.19284328BTC minus 0.044BTC that was already refunded which equals 0,14884328 BTC. I will get in touch with the casino rep once more and will explain the situation.

Hello Peter,

Thanks for your reply, and regarding the amounts that's correct!

Even if I should be entitled to my lost deposits, the amount of 0.044BTC still does not end up as I explained earlier, so I do not quite understand how this got calculated but clearly something went wrong.

Could you also ask/check with Bitdice if this complaint can be resolved by this week as I told you in the mail I sent Given the fact that we are now 6.5 weeks ahead since I opened my complaint and 4 weeks since Bitdice agreed on a refund this complaint is still open, it would be great to see this complaint get resolved soon.

Hi Peter,

Bitdice Live Support did not provide me with any update regarding the payment/refund so far, did you already get in touch with the casino rep regarding the correct amount for a refund?

I do hope that I can get this solved in less then 7 weeks but that completely depends on the cooperation from Bitdice of course.

PS: If Bitdice fails to provide me an update before Monday, you may close this complaint as unresolved Peter as I will forward my case to Gaming Curacao since 7 weeks to get something resolved is simply unacceptable....

Hi Yousst,

The casino rep wanted to get the issue resolved by the end of last week but I haven't heard from them since. Let's give them two more days and if there's no response, I will close the complaint as unresolved if you agree.

Hello Peter,

On Friday evening Mike sent me an email telling me that he spoke with you and the funds would be credited on Monday-Tuesday(by latest).

If I do not get the payment by the end of today, I think it is fair to close this complaint as unresolved tomorrow morning, given the very long wait in this complaint without actually getting the solution which I was promised.

Hello everyone

Sorry that I have to apologize for the delay again, but we promise to resolve it by Thursday.

Peter, thank you for providing two more days.

Regards

Mike

Hello all,

@ Mike

During this complaint and case, Bitdice made me so far 5 promises and only 1 was 'fulfilled' on July 25th while the execution was wrong as I got the funds in my casino account.

This is the 6th promise now and I am very skeptical as in your mail from Friday I was supposed to get my funds credited on Monday-Tuesday(at latest) and this did not happen..

@Peter

It is up to you if you want to give this casino extra time, but to me they lost their credibility in the last weeks. However, if the funds do not get on my BTC wallet by Thursday 13:00 CET this case must be closed as 'Unresolved' despite further replies from Bitdice as I believe that they got enough chances to make up for their promises, and the only result is that it is not solved so far. Does Bitdice credit my funds after this deadline they can reach out to you to re-open this complaint to change the outcome.

And as I mentioned earlier the deadline of 13:00 CET is a hard deadline, I hope you can update the timer Peter, as I will also send my complaint to Gaming Curacao afterwards as I mentioned last week. The only reason I am waiting was because of the mail I got from Mike on Friday which I mentioned earlier.

To sum this whole case up(again..):

On June 20th I filed a complaint and on July 7th I got 'good' news that Bitdice will refund my lost withdrawals to my ETH wallet. It took the casino 2.5 weeks to release the funds on my casino account instead of sending it to my ETH wallet as agreed on, despite several promises from the casino that I would get it soon. Then on August 1st I finally got a payment of 0.044BTC which is an irrelevant amount in my complaint as I never deposited/withdrawn this amount. And since then I am still waiting for a full payment of 0.19284328 BTC minus the earlier paid out amount I received on August 1st.

At this point it is also fair or better said it would behoove this casino to issue a refund for my lost BTC deposits (0.080596BTC) too as a compensation or act of goodwill given their 'fast' processment and mistakes they made in resolving this. Does Casino Guru have a policy for compensation and delays?

Hi all,

Thank you for your replies.

Dear Yousst,

I agree, we will wait until Thursday at 13:00 CET. Sometimes it is worth waiting a couple of extra days so let's see if the issue gets resolved by then.

Hello Peter

Thank you for prolonging this complaint, I will update the thread once the transaction is complete. 

Dear Yousst,

According to the casino rep, the amount of 0,14884328 BTC should be transferred to your wallet within the next 15 minutes. Please let me know if the transaction was successful.

Hello all,

The funds have been credited as Mike promised on time!

Thanks a lot Peter for the help from Casino Guru even with the delays and the 'mistakes' made in this complaint.

@Mike thanks a lot for the cooperation and resolving this matter after all!

This complaint can be closed as resolved.

Thank you Yousst for the update.

I'm glad to hear that you finally received your refund. 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.

Best regards,

Peter