BitDice Casino - Pelaajan kotiuttaminen viivästyy.

Lately the casino stopped processing withdraws, I have tried to contact them through live chat and they never respond, so I decided to contact them through chat and by twitter without any luck.

the casino promises withdraws within 72 hours and its been past that by now.

hope to get help to solve it.

thanks.

Hello Kingsten,

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

Could you please advise if your account is already verified and is yes, since when exactly? 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?

Looking forward to your answer.

Regards,

Nick

Yes my account is verified kyc and all that, have been playing at the casino for more than a year.

I won with my own money that I deposited myself.

They do not respond when you write to them. However, I got a reply today saying that I should tell them if I had received my payment, which I haven't.

Wh

Ja min konto er verificeret kyc og alt det der, har spillet på casinoet i mere end et år.

Jeg vandt med egne penge som jeg selv satte ind.

De svarer ikke når man skriver til dem. Dog fik jeg et svar i dag hvor der stod at jeg skulle fortælle dem om jeg havde modtaget min udbetaling hvilket jeg ikke har.

Vh

Still no response from them.

The casino only responds to new players while many are waiting for withdrawals.

Stadigvæk ingen svar fra dem.

Casinoet svarer kun nye spillere imens mange venter på withdraws.

Can you please clarify since when is your withdrawal pending?

That's over a week ago. I can see that there are clearly more people with the same problem at the casino in relation to your user recommendations.

Det er den for over en uge siden. Jeg kan se der tydeligvis er flere med samme problem på casinoet i forhold til jeres brugeranbefalinger.

So far, there are even more who are waiting for payouts from the casino. What can you do to help?

Der er indtil videre endnu flere som afventer udbetalinger fra casinoet. Hvad kan i gøre for at hjælpe?

Hello Kingsten,

The recommended time frame for the withdrawal is 14 days so it should arrive this week. Please let us know until the end of this week if the payment arrives and if not, we will try to intervene.

They promise payment within 72 hours, so I don't understand what you write.

De lover jo udbetaling indenfor 72 timer, derfor forstår jeg ikke det du skriver.

Hello Kingsten,

Please never take the time framer promised by the casino as a fact. From our experience we can tell that the most common time frame for that is 14 days. It doesn't mean if can't arrive earlier but it is very usual that it takes over 2 weeks.

Dear Kingsten,

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.

You take their side, even if it is a clear exit scam from this side. I expect you to process this complaint now, a month has also passed.

I tager jo deres parti selvom det er et tydeligt exit scam fra denne side. Jeg forventer at i behandler denne klage nu er der efterhånden også gået en måned.

Hello Kingsten,

I'm not exactly sure where do you see any sign of taking the casino's side, feel free to clarify it. The timer was extended for you to let us know if the money arrives within the given time frame - can you please advise if you received it or not?

No, the money still hasn't arrived.

Nej pengene er stadigvæk ikke ankommet.

The status is that the casino has made an exit scam and now steals from new ignorant customers they no longer pay out.

Status er at casinoet har lavet et exit scam og nu stjæler fra nye uvidende kunder de udbetaler ikke længere.

Thank you Kingsten for the information provided. I will now forward your complaint to my colleague Stefan (stefan.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear Kingsten,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite a BitDice Casino representative to join this conversation and participate in the resolution of this complaint.

Dear BitDice Casino,

Could you please state why the player's withdrawal has not yet been paid out and when he can expect the payment?

Thank you in advance for providing the information.

Kind regards,

Stefan

Thanks for the help hope they will help to solve the problem

Tak for hjælpen håber at de vil hjælpe med at løse problemet

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.

And that's what you can do? What about somehow getting the website shut down since they are taking people's money without any form of communication?

Og det er det i kan gøre? Hvad med at man på en eller anden måde får lukket hjemmesiden ned da de jo tager folks penge uden nogen form for formidling?

Unfortunately, since we have not received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

There is one more possible way how you can try to get your winnings back - to file a complaint with the gaming authority the casino is regulated by - Gaming Curacao. It is possible to file a complaint via the official website (http://www.gaming-curacao.com/) and using a "Contact" button or by sending your complaint to info@gaming-curacao.com. Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description, and supporting attachments if it is needed. However, please note the casino's license is unverifiable, which means that the casino may operate without any valid gaming license and in that case, the regulator will not help you with the issue.

If there is any progress with your issue or you need help, please let me know at branislav.b@casino.guru.

I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.

Kind regards,

Stefan