BitDice Casino - Withdrawal of player's winnings has been delayed.

I request a withdrawal from bitdice.me on the 16 November 2022. They said i must just confirm the email for withdrawal and send 2 documents for kyc. I did do both of them. Then they started to ignore me i emaild 3 different people to ask what is going on i used the live chat function i tried the chat function. But they say nothing just ignore me. They send me emails about there specials and bonuses. But don't reply to my withdrawal. Can you please help me to get my withdrawal back. I deposit and did not take a bonus with it.

Thank you

Frans

Dear Storm83,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear Storm83,

Have you received your withdrawal from the casino yet?

Hey no nothing yet and no response from them

Thank you very much for your reply, Storm83. Have you made any successful withdrawals before? Have you accumulated your winnings with or without an active bonus? What is the current status of your withdrawal request? Is it marked as pending or processed in your account?

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Good day.

S***83 

S***8312@gmail.com 

Hey it is my first withdrawal at the casino I have not used any bonuses I deposit and I have won the money. They have send me a message I must send kyc documents to withdraw this money. So I have sent it to them then they stop replying to me. They sent me emails about specials but they don't reply to my withdrawal request. I have approved the withdrawal and send the kyc documents. 

Thank you very much, Storm83, for your cooperation. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Thanks very much I appreciate your help very much. I will work now with Tomas. Take care

Hello Storm83,

This is Tomas and from now on, I will be taking care of your complaint. I have reviewed your case and I 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 an update on the status of the player's withdrawal?

Best wishes,

Tomas

Thanks Tomas

Hello everyone

Dear Storm83, apologies for inconvenience with your withdrawal. I'm right now checking the status of your withdrawal with colleagues and will update this complaint, once I receive information.

Best regards

Mike

Hey Mike

I am still waiting for withdrawal and I received no feedback yet.

Thank you

Dear BitDice Casino,

Could you please update us on the current situation? Have you already processed the withdrawal?

Thank you.

Kind regards,

Tomas

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.

Dear Storm83,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system.

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.

In the meantime, I recommend you contact the Gaming Curacao Authority (info@gaming-curacao.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players.

I am sorry I could not be of more help on this occasion.

Best regards,

Tomas