HomeComplaintsBitDice Casino - The player's withdrawal is delayed.

BitDice Casino - The player's withdrawal is delayed.

Black points: 100

Amount: €794

BitDice Casino
Safety Index:Very low
Submitted: 27 Nov 2022 | Unresolved : 04 Jan 2023
Unresolved Our verdict

Delayed payment, status unknown

UNRESOLVED

Case summary

1 year ago

The player's withdrawal is delayed for a week. The complaint has been closed as 'unresolved' because the casino failed to reply and cooperate in resolving the complaint. There was no progress even two weeks after the casino was notified about the player's complaint.

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1 year ago
Translation

I applied for a payout of 0.04993196 BTC (currently converted: 793.83 euros) on 11/21/22. The casino promises instant payout but I still don't have the money. My messages to support are not being answered.

Automatic translation:
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1 year ago

Hello Josyanna,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with BitDice Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and is yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Please note that we recommend to wait at least 14 days for your verification/withdrawal to be processed specially if it’s your first ever request.

Looking forward to your answer.

Regards,

Nick

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1 year ago
Translation

Hi. The account is not verified, nor has the casino asked for it. There is also no option to do this independently, at least I haven't found one. The win itself came about with a small win from the casino's internal lottery. However, this is paid out as real credit and not as a bonus. Before that, I had already deposited several hundred euros. The last contact I tried to make was 11/24/22. - I never got a reply and I am afraid my account will be deactivated if I keep asking. The payout was also approved by me via the confirmation email, but unfortunately nothing arrived.


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1 year ago

Thank you Josyanna for all the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

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1 year ago

Hello Josyanna

I'm Michal and I have taken over your complaint. I will contact the casino to see if I can help.

We would like to invite BitDice Casino to join the conversation.


Dear BitDice Casino, 

Can you please provide some information regarding the delay of the player's withdrawal?

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1 year ago

Dear Josyanna,

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.

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1 year ago
Translation

Hi. Yes please and thanks for the help.

Edited
Automatic translation:
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1 year ago

Hello Josyanna and Michal


Apologies for issues with your withdrawal, I forwarded everything to my colleagues from the finance department and do my best to speed up the process.


Regards

Mike

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1 year ago

Dear Josyanna

As per the response from Mike/BitDice Casino, hopefully your withdrawal will be processed ASAP.

Let me know once you have successfully received it, please.

Edited by a Casino Guru admin
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1 year ago
Translation

That sounds hopeful. Many Thanks. I very much hope that everything is going well now and will of course keep you informed.

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1 year ago

Dear Josyanna

I have my fingers crossed that your withdrawal will be processed ASAP. Let me know once you have successfully received it, please.

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1 year ago
Translation

I will definitely do that. I also hope everything goes well. Many Thanks.

Automatic translation:
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1 year ago

Dear Mike / BitDice Casino

Can you please give us any timeframe for when the player can expect the funds to hit their account?

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1 year ago

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.

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1 year ago

Dear Josyanna,

Unfortunately, although I contacted the casino numerous times, they have not replied back to me, and there has been no further progress even after 2 weeks time. There is not much that can be done now without the casino's cooperation, and sadly, we are forced to close the complaint as unresolved. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

I recommend you contact the Gaming Curacao Authority (complaints@gaming-curacao.com) and submit a complaint to them. Please let me know how they responded (michal.k@casino.guru). I am sorry I could not be of more help on this occasion. I can only recommend that you take a moment and read a review of each casino before you start playing in the future and only play in licensed casinos with a good rating.

Best regards,

Michal

Casino.Guru

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