BitBetWin Casino - Player’s winnings have disappeared from her account.

Yes hello I had nothing but good things to say about bitbetwin until today i won a small amount of money and stopped playing after cause it was late when I woke im the am money was gone I called bitbetwin and left a message and a had a chat with them they transferred me to support which they said would call me back well five phone calls later there operator kept hanging up on me then when I told her what. Happend she said I played the money which I know I didn’t cause I actually really need it at this moment I was so happy to have won period she refuses to pay me to a manager I tell her she is mistaken she won’t even let me explain and refuses to hear anymore and is rude and hangs up on me again I really disappointed that one bad operator can ruin my opinion about my favorite site with awesomengame not once have I ever had a problem until now I’m so sad and completely disappointed bitbetwin u let me down I hope u fix this I don’t wanna stop playing crossing ring

Dear Moeneeka,

Thank you very much for submitting your complaint. I’m sorry to hear about your issue with BitBetWin Casino. Please allow me to ask you a few questions before we can move forward with the case.

Could you please confirm you have passed the verification procedure? Have you withdrawn from the casino before? Can you send the screenshots of your gaming history here? Alternatively, you can forward it to veronika.l@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,

Veronika

Yes I have cashed out many times I win a lot actually I love but bet win but this time it was like they didn’t even care to be bothered I will send any screen shots of winnings I have if any I have passed verification procedure and cashed out plenty of times how do I get history of gaming if u could please explain

The gaming history should be available in your profile. When you open it, you should be able to see which games you played, what bets you made, and how much you won/lost. So if you went to sleep one night with some balance in your account, and on the next day the money was gone, you should be able to see in your gaming history what happened exactly.

Dear Moeneeka,

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.

Hi I have contacted them and they came up with a story that they are in the process of deleting history and are unable to give me any of my history info how convenient what should I do ?

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

Hello, Moeneeka!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Yes that’s fine

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.

ok thanks so much

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. I will close the complaint as "unresolved" which will decrease the casino rating. I understand this isn't a satisfactory solution to your issue. However, the change in the rating caused by unresolved complaints might 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. Also, the casino is not licensed, so I cannot recommend you to contact any Gaming Authority. Please let me know if you need help with anything regarding the case or if casino will try to contact you (pavel.k@casino.guru). I am sorry I could not be of more help.

Best regards,

Pavel K

Casino Guru Team