BitDice Casino - プレイヤーが賞金を受け取れずにいます。

Hello, I have a problem with a withdrawal of 450 dollars in BTC that I tried to withdraw on January 2 before, the deposit that I made did not take even 5 minutes

Now there are some problems like they won't let us play any casino games, an error appears and this is not only happening to me but to everyone in the casino. There is no live support or by mail there is nothing and this personally worries me, I deposited money and I do not want to lose it.

I hope you can help me

I attached images of the casino where no provider works and the other of the proof that I made a withdrawal

Dear jhonairtongarcia54,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear jhonairtongarcia54,

Have you received your withdrawal from the casino yet?

I have not received my withdrawal as I said before, there is no online support either, all the casino games are down.

It has a general chat for players, there are other people who don't receive their withdrawals either.

For days there has been an administrator who says that he will send the money but more than 3 weeks have passed

Thank you for your reply, jhonairtongarcia54. I see in your attached screenshot that there is an option to Confirm or Cancel the withdrawal:

Could you please advise if you have pressed the "Confirm Withdraw" button? Have you made any successful withdrawals before?

Yes, I have confirmed the withdrawal 

Previously I could not withdraw money because I had not won.

I have been playing here for 1 year or more 

In total I played about 7000$ of course a part was in bonuses but in December I deposited and won, I tried to make a withdrawal.

But a few days after making the withdrawal they stopped uploading content to their social networks like Twitter or Telegram.

The games stopped working and the support is not working. 

In the general chat there are more players complaining about their withdrawal and they commented that they have been waiting for more than 1 month.

It seems to me that the casino wants to close and run away.

 I really don't know but they are not responding on any network. 

I would like to know if you were able to contact the casino or a representative.

Thank you very much, jhonairtongarcia54, for your cooperation. I will now transfer your complaint to my colleague Veronika (Veronika.l@casino.guru) who will be at your service. However, I would like to warn you that it seems to be a common practice of BitDice Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy", we keep on trying.

Dear jhonairtongarcia54,

I will be taking care of your complaint from now on. I've just reviewed your case and fully understand your concerns about getting the payout. I'll try my best to help you resolve the issue by contacting the casino.

I’d like to invite a representative of BitDice Casino to join the conversation and participate in the investigation of the case. Could you please provide more information about the reasons why the player hasn't received their winnings yet?

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 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 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 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. In the meantime, I recommend you contact the Curaçao Gaming Authority (complaints@gaming-curacao.com) and submit a complaint to them. 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. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (veronika.l@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Veronika, Casino.Guru