BitDice Casino - 選手の退場が遅れる。

Good day,

i have problem withdrawing 5 LTC from Bit Dice Casino. I requested the withdrawal on November 2nd, which is almost three weeks ago. Last week (almost a week ago) I sent an email to the casino asking how long the withdrawal would take, but I still haven't received a reply. I've had a few withdrawals in the past that took more than 2 weeks, but it's interesting that sometimes withdrawals arrive in less than an hour and sometimes take this long. But I think waiting 3 weeks to withdraw 5 LTC is not common anymore. So I would like to ask if it would be possible to contact the casino and find out why this withdrawal is taking so long?

If you need more information, I will be happy to answer it quickly.

Thank you and kind regards,

Miroslav

Dobrý den,

mám problém s výběrem ve výši 5 LTC z kasína Bit Dice. O výběr jsem požádal 2. listopadu, což je již téměř před třemi týdny. Minulý týden (téměř před týdnem) jsem odeslal emailem do kasína dotaz, jak dlouho bude výběr trvat, ale dodnes jsem neobdržel odpověď. V minulosti jsem již měl několik výběrů, které trvaly déle než 2 týdny, ale je zajímavé, že někdy výběr dorazí dříve než za hodinu a někdy trvá takto dlouho. Myslím si ale, že čekat 3 týdny na výběr ve výši 5 LTC již není běžné. Chtěl bych se tedy zeptat, zda by bylo možné kontaktovat kasíno a zjistit, proč tento výběr trvá takto dlouho?

Pokud potřebujete více informací, rád na ně rychle odpovím.

Děkuji a s pozdravem,

Miroslav

Hello mprovod,

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 since when is your account fully verified? 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

Hi Nick,

thank you for answer. Regarding the answers to the questions:

The account has been fully verified for several months, approximately half a year. I don't recall being asked for a photo ID like I was at the other casino I played at, but I've received many withdrawals from BitDice casino without a problem, often in less than an hour of making the request. However, I verified the email address, etc. immediately after registration, which is approximately half a year ago.

I accumulated the winnings with real money (so I deposited Litecoin, which is a cryptocurrency and I don't know if it is labeled as "real money"), but the winnings do not come from using the bonus. However, I have received and used several bonuses and free spins in the past, and with these bonuses I always received my withdrawal quickly.

The last time I sent an email to the casino was about two weeks ago asking why the withdrawal is so delayed. However, I still haven't received a reply to the email.

Thank you and kind regards,

Miroslav

Ahoj Nicku,

děkuji za odpověď. Co se týče odpovědí na dotazy:

Účet je plně ověřen již několik měsíců, přibližně půl roku. Nepamatuji si sice, že bych byl požádán o fotografii občanského průkazu, jako tomu bylo u druhého kasína, kde jsem hrál, ale z kasína BitDice jsem obdržel již mnoho výběrů bez problému, často i za méně než hodinu od zadání požadavku. Ověření emailové adresy, apod. jsem však provedl ihned po registraci, což je přibližně před půl rokem.

Výhry jsem akumuloval se skutečnými penězi (vložil jsem tedy Litecoin, což je kryptoměna a nevím, zda se označuje jako "skutečné peníze"), ale výhry nepocházejí z použití bonusu. V minulosti jsem však několik bonusů a free spinů dostal a využil a i z těchto bonusů jsem vždy výběr rychle obdržel.

Kasínu jsem naposledy přibližně před dvěma týdny poslal email s dotazem, proč je výběr takto opožděn. Na email jsem však dodnes neobdržel odpověď.

Děkuji a s pozdravem,

Miroslav

Thank you mprovod for all the information provided. I will now forward your complaint to my colleague Tomas (tomas.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello mprovod,

This is Tomas and from now on, I will be taking care of your complaint. I have reviewed your case and I would like to invite BitDice Casino to join the conversation and participate in the resolution of this complaint.

Dear BitDice Casino,

Can you please provide an update on the status of the player's withdrawal?

Best wishes,

Tomas

Hello Tomas and Miroslav

I'm really sorry for such a big delay with your withdrawal, I forwarded your case to my colleagues from the finance department, and hope we can resolve this during this week.

Best regards

Mike

Thank you, BitDice Casino, for updating us on the situation.

Please let us know once the payment is processed on your side.

Kind regards,

Tomas

Hello Tomas and Miroslav

Apologies for delay with withdrawal, payment should be completed on this week.

Best regards

Mike

Dear mprovod,

Could you please update us once you have received the payment? Thank you.

Kind regards,

Tomas

Dear Mr. Tomas,

I still haven't received the payment.

Thank you and kind regards,

Miroslav

Vážený pane Tomáši,

platbu jsem stále neobdržel.

Děkuji a s pozdravem,

Miroslav

Hi mprovod,

Any updates regarding the payment? Thank you.

Happy holidays!

Kind regards,

Tomas

Hi Tomas,

Thank you for your message. The payment in LTC still hasn't arrived.

I wish you a nice rest of the holidays and best regards,

Miroslav

Ahoj Tomáši,

Děkuji za zprávu. Platba v LTC stále nedorazila.

Přeji hezký zbytek svátků a s pozdravem,

Miroslav

Dear BitDice Casino,

Could you please update us on the current situation? Are there any developments with the payment?

Thank you.

Kind regards,

Tomas

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.

Dear mprovod,

I have tried to contact the casino repeatedly but unfortunately, they stopped responding.

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 Gaming Curacao Authority (info@gaming-curacao.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players.

I am sorry I could not be of more help on this occasion.

Best regards,

Tomas