BtcBahis Casino - Player believes that their withdrawal has been delayed.

Hİ Curacao Antillephone (N.V. 8048/JAZ)

THE COMPANY NAME :BTCBAHİS - https://www.btcbahis.vip/

my e-mail address : eli***35@gmail.com

Casino names : E***35

My name is Elif K***, I am writing you from turkey ,i am 34 years old , i am living in İstanbul .My telephone number +90 *** 87.

I invested a lot of money in the company and finally won. The firm called and congratulated me when I won but since that day they do not reply to my texts and they do not pay me. 500 000,00 TURKİSH LİRAS DON'T MAKE MY PAYMENT PLEASE HELP ME . Thank you from now with love

Dear elifkaratas35,

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

Thank you for your interest, the casino canceled my withdrawal request and closed the withdrawal page for me. They do not allow me to contact, I write, they do not respond, they sent me an e-mail yesterday, they want documents, but until now I have 10 withdrawals. They never asked and they still do not respond to my writings.

Thank you for your reply, elifkaratas35. Do I understand correctly that you have made 10 successful withdrawals so far?

Could you please confirm that you have provided all the required documents?

yes i had shots and they were sent , now they don't even answer. They sent an e-mail 2 days ago that they wanted documents, no, I didn't send it, they did it to keep them busy, why didn't they deposit money until now?

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. 

Since incomplete verification is more than often the reason why players cannot withdraw their winnings, I can only recommend that you provide the required documents as soon as possible. Please, keep me informed about any further developments.

I HAVE RECEIVED A LOT OF PAYMENTS BEFORE ALL MY INFORMATION IS REGISTERED I'M Afraid OF THEM TAKING TROUBLE WITH MY DOCUMENTS

I understand your frustration, but casinos have the right to request documents from players at any point. If you fail to provide the necessary documents to verify your identity, I am afraid that we won't be able to proceed with this complaint. Thank you for your understanding.

ok i will send it then

I have sent no answer I am writing they are not returning

Please note that it can take a few days to review all documents. Assuming that you have provided all the required documents in the correct format at once, it should be a matter of a week or two to review them. Therefore, I would recommend that you wait for at least one more week. If there is no development by the end of this time frame, please, let us know, and we will intervene. Thank you for your patience.

Thank you very much I don't think it will come back.we communicate (:

Dear elifkaratas35,

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.

Hello there

still no comeback

They also deleted my account

Thank you very much elifkaratas35 for your cooperation. I will now transfer your complaint to my colleague Tomas (tomas@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 soon.

ok i'm waiting for news thank you

Hello elifkaratas35,

I will assist you with the complaint from now on. I went over the details of the case, and I will do my best to help you. Could you confirm if the issues persist? Is your account still blocked/deleted and are you still waiting for your withdrawal to arrive?

My account is blocked and I can't access it.

Hello elifkaratas35,

I contacted the casino and will await their reply.

BtcBahis Casino,

Could you explain why elifkaratas35's account was blocked and her winnings withheld?

Thank you very much. Do you want a number?

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.

can't you do anything else

Hello elifkaratas35,

I tried to contact the casino, but if they chose to not respond to us there is not much we can do. I will try to contact them again, but if they don't reply there is the option for you to submit a complaint to the casino with the casino's regulator.

In case they won't reply until the timer countdown ends in 6 days, I would recommend you contact them at the email address certria@gaminglicences.com

How many times have I emailed here and they haven't gotten back to me

Hello elifkaratas35,

I tried to get in touch with the casino on several occasions but there was no response. I’m afraid, there is not much that can be done without cooperation from the casino. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the change of rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to reconsider, we will reopen the complaint and you will be notified by email.

You have the option to contact the Curacao Antillephone Authority (certria@gaminglicences.com) and submit a complaint to them. It's not the best license out there, but they might be able to help. Please let me know how the gaming authority responded.