BitDice Casino - 選手の退会が遅れました。

Hello

I have been playing regularly on bitdice.me almost last 3 months. Made deposits and a small-sum withdrawal which was processed in 24 hours last month. On 4th of August I was about to go on vacation and I opted to withdraw all my money left on my account, 8,2 mbtc. They have not paid me since. Their site states that withdrawals take 24 hours at most, and on live chat they told me it can take 3 days. 15 days and counting gone and now they have disconnected me from live chat. They have relatively a good reputation on your site but it is not exactly the case for me...

attached the email confirmation of the withdrawal. At their site it is required

Dear antontu,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please advise which payment method you have opted for? Do I understand correctly that your payment is still pending inside the account without being processed or it has been sent but never reached you?

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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Hello

The payment method is Bitcoin. They just have not sent the payment. I have been talking almost daily on their live chat (yesterday they responded to me) and Bitdice is not pretending that they have sent the payment. They are advising me to wait again but 16 days have gone and I don't think this is the standard in the industry.

Thank you very much, antontu, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Dear antontu,

I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

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

Dear BitDice Casino, could you please state the reason why the player's withdrawal has not yet been paid out?

Thank you in advance for providing the information.

Kind regards,

Tomas

Hello

Fortunately they pay me out today, 26 days since I asked for that withdrawal! Thank you for your help!

Dear antontu,

I am really glad to hear that! As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Kind regards,

Tomas