TwiceDice Casino - Pelaajan kotiutusprosessi viivästyy.

Hello. They have not withdrawn funds since December 10. They have not responded to internal mail or emails. I ask the forum to help solve the problem.

Dear narinarinari,

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.

• Have you made any successful withdrawals from the casino in the past?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with the help of casino bonuses?

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,

Tomas

Hello. I registered, managed to win a little and decided to withdraw funds. I sent my documents for verification, but they do not check the documents, do not withdraw funds and do not respond anywhere or to any letters. I didn't use any bonuses. A month has already passed since I wrote earlier from the moment of setting up the withdrawal of funds, I uploaded the documents even earlier for verification

Thank you very much, narinarinari, for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.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, narinarinari!

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!

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.

I think that the casino decided to go into the sunset with the players’ money, judging by the unresolved complaints on related forums and unanswered complaints)

Думаю, что казино решило уйти в закат с деньгами игроков, судя по не решенным жалобам на смежных форумах и безответным жалобам)

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