BitPlay Casino - Player’s withdrawal has been delayed.

I had a very big win on one of my accounts with BitPlay and requested to withdraw my winnings $500 at a time since my account level allows me to withdraw $500 per day. BitPlay put all my withdrawal requests on hold. It has been almost 2 months. I have continued to win on this account and have gone up to $1600. So far I have requested to withdraw $1200. Every time I would chat with an agent they would give me a different reason for the delay. The last few times they simply said the payments will be processed once they are checked. I have all the screenshots saved. I haven’t had issues with withdrawals in the past and usually get my funds within 24 hrs so I don’t know why they are not releasing my winnings. I have requested a few small withdrawals from other accounts and those were put on hold also so I played the winnings and they quickly declined the withdrawals due to no funds in the account which tells me they are constantly checking the platforms and possibly hope I play my winnings so they don’t have to pay me out. If my winnings do not come out of their pocket, why wouldn’t they pay me out?

Dear rfvg554d2x,

Thank you very much for submitting your complaint. I’m sorry to hear about the issues you’re experiencing with your withdrawal requests from Bitplay Club Casino.

To better understand and assist you with your complaint, could you please provide us with more detailed information on the following points:

• How many accounts do you have at BitPlay Club Casino?
• Could you please confirm the correct URL of the BitPlay Club Casino website since our system indicates that this casino is marked as closed?

Additionally, to help us investigate further:

• When did you first request the withdrawal of your winnings?
• What were the different reasons provided by the casino's agents for the delay in processing your withdrawals?
• Could you share the screenshots you mentioned of your interactions with the casino’s support team?

Please forward any relevant communication, including the screenshots, to petronela.k@casino.guru.

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

How many accounts do you have at BitPlay Club Casino?

Only one account is allowed. I have one.

Could you please confirm the correct URL of the BitPlay Club Casino website since our system indicates that this casino is marked as closed?

https://bitplay.ag/

Additionally, to help us investigate further:

When did you first request the withdrawal of your winnings?

5/17/24

What were the different reasons provided by the casino's agents for the delay in processing your withdrawals?

Unusual activity

Waiting for review

Accepted but needing to be checked

Review of requests in progress

Could you share the screenshots you mentioned of your interactions with the casino’s support team?

Yes

Hi rfvg554d2x,

You previously wrote: "I had a very big win on one of my accounts with BitPlay" and "I have requested a few small withdrawals from other accounts and those were put on hold also."

• Could you please clarify which accounts you are referring to?
• Are these accounts with the same casino?

Thank you.

Only one account. I am referring to mt only account with BitPlay.

Hello rfvg554d2x,

We would like to update you that due to Petronela, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Petronela has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Petronela will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you very much, rfvg554d2x, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Thank you. I appreciate this.

Hello there,

Thank you rfvg554d2x for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask BitPlay Casino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.

Thank you!

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.

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.

Thank you so very much. I appreciate your time and attention to this matter.

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. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

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 could 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 can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Peter