Bitsler Casino - Player’s winnings haven’t been received yet.

I verified KYC successfully before depositing 232$ on 9th on November. Gambled for the day and decided to withdraw at night 252$. They put it on hold and asked for proof of address which I provided and was verified successfully. Now im still waiting for 3 days after that for my withdrawal. I am either ignored in my requests or am being told that there are check and have to wait.

I dont understand why as I have done nothing wrong and it just seems as they are trying to keep my money.

Can provide any proof needed.

Dear d1xd,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Since our inception in 2015, we have been committed to providing our players with instant withdrawals and deposits. However, there are instances when our compliance team needs to assess certain betting patterns. This is a crucial step to ensure the legitimacy of the outcomes, which serves to protect both us and our players. This diligence is part of our commitment to maintaining a fair and transparent platform for all our players.

We understand that there may have been instances where the processing time was longer than expected, and for that, we sincerely apologize.

Your withdrawal was successfully sent on November 14, 2024, at 08:15:09 (UTC).

https://tronscan.org/#/transaction/9e92e782c9a84cafa6163681b04c01aa83a06e509c63857385250c457a539c7e

Please note that your withdrawal was sent, followed by another one. We hope you understand that we strive to offer instant withdrawals and deposits since 2015.

Best regards,

Frank

Compliance and Fraud Manager

Bitsler.com

Dear d1xd,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear d1xd,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.