Bitsler Casino - Player’s withdrawal is delayed.

Hello. Played at bitsler casino, registered on May 17th. I made withdrawals and deposits, there were no problems. I did not take any bonuses for deposits, only cashback and VIP gifts for playing in the casino. Casino balance 0.24340352 BTC plus other cryptocurrencies that were given as gifts worth up to $100.

Making a withdrawal on 10/18/2022 there was an error, I contacted the chat and they told me that the withdrawal must be approved manually.

Periodically I wrote to them and said wait don't worry.

27.10 they said that some 3rd party was checking and they were waiting for information from them.

In November, they said they were waiting for information from the provider.

I write to them periodically and find out, wait for the same answers, no one answers us. But more than 2 months have already passed, it seems to me that no one can check or wait for an answer for so long.

Dear Rutasha,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern.

Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please confirm that you have passed the KYC verification? Has the casino explained in more detail why your withdrawal request needs to be checked manually?

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

Best regards,

Tomas

Thank you.

I passed a full check, I attach a screenshot of the letter.

The casino did not explain anything, I asked who the 3rd person is, about which it speaks, what kind of provider all the answers are - wait. As there were such answers in October, so now.

Thank you very much, Rutasha, for providing the necessary information. 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.  

Hello Rutasha,

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 Bitsler Casino to join the conversation and participate in the resolution of this complaint.

Dear Bitsler Casino,

Can you please provide an update on the status of the player's withdrawal?

Best wishes,

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.

Hi Tomas and Rutasha,

Please, allow us few more days to answer. We really appreciate your patience and will come back as soon as possible. Thank you.

Best,

Bitsler

Hello Bitsler Casino,

Thank you for your response. I will now extend the timer for an additional 7 days.

Please continue to keep us updated on any developments.

Kind regards,

Tomas

Hello. Thanks to guru casino for helping me resolve the issue. Only after contacting you, bitsler, I no longer have any complaints - a casino representative contacted me and paid out the winnings.

Dear Tomas and Rutasha,

We understand your complaint, and we are sorry for the delay.

What happened is that we have a few internal standard warnings, one of which has been triggered by your account. Consequently, since you were not playing on a Bitsler game, we asked the game provider you were playing on to check that there is no exploitable glitch or bug on its side. It’s a common practice and usually takes a few days. For some reason, the provider took weeks to answer and, even after we kept insisting, could not provide a clear answer to our queries.

You already made several withdrawals without any issues on Bitsler, and I hope you understand that we have no interest in blocking players’ winnings for no reason.

However, I agree that the investigation took too long, and we also decided to make an exception and release your funds now, even if we did not get proper answers yet.

You can now withdraw your balance; it will be approved in the day. Unfortunately, your account will remain blocked, and you won’t be able to play on Bitsler until we can sort this out with the game provider.

Thank you very much for your patience and understanding.

Best,

Bitsler

Dear Rutasha,

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 in the future. We are here to help.

Big thanks to Bitsler Casino for cooperation as well!

Best regards,

Tomas