DiceBet Casino - Player's withdrawals are delayed despite account verification.

On July 25th, I made an initial deposit of R$1,000.00 and placed sports bets throughout the month. On July 29th, I requested a withdrawal, at which point I was asked to verify my account. I completed the verification process and sent all the required documents via email. A ticket was opened, and within this ticket, I was informed that my account had been verified and I would have a daily withdrawal limit of R$2,500.00. I received this email on July 31st. After that, I requested a withdrawal of R$2,500.00, but it was rejected. I questioned the reason for the rejection via DiceBet’s chat, as I had followed the email instructions. They informed me that a new ticket would be opened and forwarded to the relevant department, and I should await their response. A new ticket was opened, but I received no response. I requested other withdrawals, but all were rejected. When I followed up in the chat, they said the responsible department is reviewing it and would contact me shortly. I sent an email regarding the open ticket but have received no response and am unable to withdraw any funds. I have followed the entire process they requested, my account is verified, yet I am not allowed to withdraw even the daily amount they specified.

Hello nathaliaaborbely,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with DiceBet Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Please note that we recommend to wait at least 14 days for your withdrawal to be processed specially if it’s your first ever request.

I would also like to note, that if the issues is anyhow related to your sports betting actions, we will be forced to close the complaint as we deal only with casino related matters.

Looking forward to your answer.

Regards,

Nick

The account was fully verified on 30/07.

The last contact I had with DiceBet was on August 5 via chat, asking why the withdrawals were rejected even though the account was verified, where I was informed that I have to wait for the responsible department to get back to me via e-mail. But I haven't heard anything back.

The winnings were real money.

As well as sports betting, I played slots in the casino.

With regard to withdrawals, you can't wait the 14 days because they reject them before that date, even with a fully verified account.

Thank you nathaliaaborbely for all the information provided. I will now forward your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear nathaliaaborbely,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite DiceBet Casino representative to join this conversation.

Dear DiceBet Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

Hello everyone,

Dear Casino Guru Team,

As Nick mentioned, "if the issues is anyhow related to your sports betting actions, we will be forced to close the complaint as we deal only with casino related matters".

And the Player intentionally misled you by stating: "As well as sports betting, I played slots in the casino."

All Player's activity consists only of sports betting as of now.

Thus, I see no reason for this complaint to remain open.

In addition, according to our records, the Player has successful withdrawal of R$2,500.

Best regards,

DiceBet

Dear nathaliaaborbely,

Would you be able to provide evidence, that part of the withdrawal amount has been won in slots, and that you still haven't received the withdrawal?

Dear nathaliaaborbely,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.