Bitdreams Casino - Pelaajan kotiutusta ei ole käsitelty.

Hi, I have an issue with this casino. My withdrawal is pending since September 2022. I verified my account fully and the only thing casino asked me more is a Skype call. We've arranged to call three times now and I've been waiting for hours and nobody's contacted me. I asked to call them back, but they insist they call me. This week, they told me to answer that call because this is going to be the last time they try to reach me. I'm upset because no one is calling me and now they told me they wouldn't call me back if they tried again and we couldn't get a call. How am I supposed to handle this situation if I want to make a verification call but it is not possible to contact them through a Skype call nor they contact me when they promise they will? I don't want my earnings cancelled because of their suspicious actions.

Dear LaterECT,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that the casino has verified all your documents, and the verification via phone call seems to be the only obstacle standing between you and your winnings?

Have you accumulated your winnings with or without an active bonus?

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,

Kristina

Hello,

Thank you for your response. That is true, casino has verified all my documents and the verification via Skype Video call is the only obstacle standing between me and my winnings. Unfortunately, the casino won't call me despite the arranged calls, and I can't call them, they won't answer my calls at the time we set up a call. In spite of my best efforts to finish the call, the call was not made.

In the email I attached in the last message, they told me that this will be our last chance to get the call and I think it's just a good attempt to cancel my winnings.

Thank you very much, LaterECT, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.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.  

Dear LaterECT / Roko,

I'm Michal and I have taken over this complaint. I have reviewed this case and I will contact the casino to shed more light on this matter.

We would like to invite Bitdreams Casino to join the conversation.

Dear Bitdreams Casino,

Can you please elaborate on why the previously arranged Skype calls were not done? Can you please suggest an exact time when you can contact the player via Skype so that the verification process can be completed successfully?

Hello there! 😊

I hope you're doing well.

We've resent an email notification to the user and kindly ask them to provide us with a specific time and date when we can reach them on a Skype call. We understand that the user may be busy, so we'd like to make sure we can arrange a suitable time for the call.

Unfortunately, the user has missed our call twice. We understand that this may be due to a variety of reasons and we want to make sure that we can arrange a convenient time for the call.

We hope to be able to reach the user on the call this time and resolve the case.

Best regards,

The Bitdreams Team

Dear LaterECT,

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.

Dear LaterECT,

Although it seems as though this issue has been resolved, as we haven't had a further response from you to confirm this we are, unfortunately, forced to reject this complaint. There is not much that can be done without your cooperation. I would like to thank Bitdreams Casino team for their cooperation.

Don’t hesitate to contact us LaterECT if you run into any issues with this or any other casino in the future.

Best regards,

Michal