BitBetWin Casino - Player's withdrawal declined due to platform malfunction.

They said there was a malfunction but the withdrawal was accepted but put wrong amount so the 2nd time requesting withdrawal they declined and removed platform from there site u have document of them saying there at fault

Dear tristaa1985,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. 

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise if your account has been fully verified?
• Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?
• When did you request a withdrawal from the casino?
• When was the last time you spoke with casino support and what was it about?

Looking forward to hearing from you.

Best regards,

Tomas

Your ticket has been created.

Bitbetwin | Inferno

Support

Wed, 06/28/23 3:19 am

Dear Trista,

Thank you for reaching out. We are replying to inform you about a technical issue that has arisen with the Inferno game platform, which affects your access to the platform and your account. We sincerely apologize for any inconvenience this may have caused you.

Unfortunately, the technical issue is beyond our control as it pertains to the Inferno platform itself. As a result, we have been forced to remove the Inferno platform from our website. This means that we are unable to provide any support or assistance regarding the platform or your account associated with it.

In light of this situation, we understand your frustration and disappointment, especially considering the time and effort you have invested in the platform. However, please note that any bonuses or winnings obtained through the Inferno platform are not valid or applicable to our site.

We genuinely regret any misunderstanding or confusion that may have arisen, but we want to assure you that our intention is not to withhold any legitimate funds or deprive you of your rights. The issue lies with the Inferno platform itself and its technical difficulties.

Yes verified account

I have all transcripts of chats

Please send the transcripts and chats to my email at tomas@casino.guru for review. I'll await your reply.

I've emailed u copies

Thank you very much, tristaa1985, 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 tristaa1985,

 

This is Tomas, and from now on, I will be assisting you with this case. In order to help you resolve the problem, I will now contact the casino.

 

I'd like to invite BitBetWin Casino to join this conversation and participate in the investigation.

Can you provide a more detailed explanation of the player's situation from your perspective? Specifically, if there is an issue with the "Inferno platform," what will be done with the player's funds and winnings that can't be transferred to the new platform?

 Thank you.

 

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.

Dear tristaa1985,

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. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could 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. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Tomas