The player from Germany is dissatisfied with the withdrawal process. The complaint was rejected because the player didn't respond to our messages and questions.
Bitdreams Casino - Player’s withdrawal has been delayed.
Amount: €21,000
Bitdreams Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 years ago
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2 years ago
Translation
I signed up at this casino some time ago because I actually found it very nice and they advertise with the slogan - super fast payouts!
Now I've been playing there for a few weeks and I've lost a lot of money. But I've been on a lucky streak for the last few days and was able to win a whopping 21,000 euros. Since the maximum payout is limited to 4000 euros, I have applied for several payouts of 4000 euros each. After 48 hours nothing happened I contacted the chat and asked what was going on and when the withdrawals will be processed. After all, they advertise with their speed. Then I received the information that payments are processed in sequence and therefore I have to wait a few more hours. During that time I wrote two emails, but have not received a reply to date. Today - after 36 hours I asked again in the chat how things are going. I should be patient, it will be processed in the next few hours. An hour later I'm back in the chat - to talk to another employee and then all of a sudden I get the following response. The manager has to check this first - when that happens, you can't tell me. And in the same chat, the lady suddenly said to me that there were problems with the payment service provider and that we didn't know when the error would be fixed. This casino has a perfect stand-by tactic and doesn't pay out. My account is fully verified. Please help me ….
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2 years ago
Dear Robin,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. If you don’t receive your winnings by then, or if the technical issues persist, please, let us know and we will try to help you. Thank you for your understanding.
Best regards,
Kristina
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2 years ago
Translation
The casino paid me 5000 euros. More would not work - maximum 5000 euros per week. That's not fair - the terms and conditions state a maximum of 20,000 euros per month and not 5,000 euros per week. The casino claims you are playing by the rules. Can you help?
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2 years ago
Thank you for your reply, Robin. Do I understand correctly that you have received your first withdrawal? Do you currently have any other pending withdrawals?
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2 years ago
Translation
Hello 🙋🏼♂️ yes, indeed - I received the first payout. However, further payments are still pending. The casino claims that you can withdraw a maximum of 5000 euros per week. More is not possible. But that's not true - according to the terms and conditions, you can pay out a maximum of 20,000 euros per month. But there is nothing that you can only pay out 5000 euros.
This casino makes its own rules 😟
Please help me dear Kristina
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2 years ago
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They keep refusing the payouts. They say I've already been paid out 5000 euros this week. I can make a new request next week.
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2 years ago
I agree that if the casino has a weekly withdrawal limit, it should be stated in the T&Cs. However, on the other hand, the casino has the right to divide withdrawals of winnings into multiple installments and in the end, you can withdraw €20,000 per month, just not at once.
Although I understand your frustration, we cannot punish the casino for splitting winnings into a few installments, as long as your withdrawal requests are being processed in a timely manner. I would recommend that you follow the casino's direction and withdraw €5,000 each week.
I will keep this complaint opened, so please let us know when you receive the next withdrawal.
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2 years ago
Translation
Hello dear team,
you shouldn't punish the casino either...
Everyone should simply follow the rules. Why doesn't the casino have to? Since there is no mention of a weekly withdrawal limit in the terms and conditions, can I withdraw EUR 20,000 once a month? What is, the case occurs and I win 100000 euros. Then I have to wait almost 20 weeks until I can withdraw the entire amount?! That is much easier to pay out 5 times 20000 euros…. The casino does this on purpose, hoping the player will gamble away their winnings again. Very easy 😉
The casino doesn't say that either - you can only deposit 5000 euros per week. No, when it comes to depositing, they keep their hands open and there are no limits. Pity …
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2 years ago
I understand your frustration, but I believe that I have clearly explained our view of this situation. Could you please advise if there is anything new? Have you received another withdrawal? Do you currently have any pending withdrawals?
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2 years ago
Dear Robin,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.
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2 years ago
Translation
Hello dear team,
Thanks a lot for the response. In fact, I still have 50,000 euros open.
But nothing can be done.... Payments over 5000 euros will be rejected and not paid out. Pity …
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2 years ago
I am sorry to hear that. Do I understand correctly that you accumulated more winnings? The initial dispute value was set to €21,000.
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2 years ago
Translation
That is correct. The sum has increased to 50,000 euros.
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2 years ago
Thank you for the clarification. I am afraid that as long as the casino pays all installments regularly, there is not much more we could do. I believe the best option here is that we close this complaint, and in case the casino stops processing your withdrawals, you can always contact us and we will reopen it.
However, please do not hesitate to let me know if there is anything else I could help you with.
