Bitsler Casino - Player’s withdrawal has been delayed.

Have been playing in this casino since a couple days back as i trust your reviews in casino guru and casino had a high safety index and no withdrawal limits.

first withdrawal was earlier today without any inconveniences.

however, had a bit of a bigger win now and have been waiting for more than 8 hours for my withdrawal without luck.

everytime there is a different excuse.

first- they need to review the withdrawal manually. After 6 hours of waiting for it they tell me i now need to verify my account.

second- once account has been verify im told my payment would be finalized. Once my account is already verified they say now they need to verify more with the game provider

third- they need to verify with game provider my winnings even tho they told me once account was verified ill be paid. This is something i never heard of before

im already starting to panic as i have deposited around 8,000$ myself in this casino.

if you guys can pelase help me solve this asap would be much helpful and appreciated and will be happy to take down the complain if solved

Dear teofilomalca,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Have you accumulated your winnings with or without an active bonus?

Could you please specify what types of games you played? Were they slots or live casino games, or did you participate in sports betting?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hi there. Thanks for the quick reply.

all my winnings where from crazy time live casino game of evolution.

no bonus and no sports betting.

i have an update here. After saying that they be able to pay me after confirming with the game provider they now asking for yet another verification of proof of address that they never mentioned before…

unreal

Have submitted my proof of address now and said it could take up to 72hours to confirm it and maybe a bit more in some cases..

they keep answering me open ended answers without a straight up reply trying to lose time again…

Another update here.

submitted my proof of address and got rejected. Said they cant give me feedback on why.

trying to submit another proof of address but it doesnt even allow me.

now they asking for personal verification again even tho before it would show as approved my personal verification at least now show as rejected.

they saying they will contact the team and need to wait for more time now…

can you please help me? They are trying to stay with the money i earned and the money i already deposited in this casino and i came to this site via you because it has a good safe ranking on your site and i used to trust you guys…

please help me!

Could you please advise which documents are you requested to submit for personal verification again?

In the KYC section of the website, I found this information regarding the proof of address:

You will see a list of accepted documents:

• Internet, electricity or phone bills,
• Bank extract

Important notes about the document you choose:

• All four corners of the document must be visible
• Your Name and Address must be visible
• The document itself cannot be older than 3 months

Again, once your document is reviewed, you will receive a notification informing you if it has been approved or rejected on the top right corner of the site, on your notifications ring bell. 

Have you made sure that your proof of address fulfilled all the necessary requirements? Have you contacted customer support asking if the verification of your address could be repeated?

I have another update here.

my withdrawal has been processed and my winnings have been paid.

all is good now and thank you very much for the help.

all my winnings where just paid.

best.

Dear teofilomalca,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Veronika

Casino.Guru