Greetings Casino Guru. This casino does not withdraw my funds in the amount of 6,397 ltc. Initially, I tried to place bets at this casino in June of this year, I was debited with support, they explained their conditions to me and to check the deposit / withdrawal of funds, I made a deposit for a small amount. After scrolling through the funds, I put them on withdrawal to the ltc wallet, the transaction was processed within an hour, which seemed to me fast enough.

I also heard a lot about the good reputation of this casino and that withdrawals from them take place without delay. Having made sure of this by my example, I decided that I would place bets in this casino.

I returned to him a little later at the end of this month, after making several deposits and winning them back, I decided to put part of the amount on withdrawal. But this time the transaction was not processed in the next hour as it was before, which slightly confused me, I decided to wait a little. The next day, the transaction was also not processed, which I reported to the casino chat waiting for an explanation of this situation. I was informed in the chat that their transactions are processed within 24 hours, but there are delays of up to 72 two hours, which again seemed strange to me, because initially the casino declares other terms for withdrawal of funds.

A day later, the transaction was also not processed, I thought there might be delays with this particular transaction and decided to withdraw some more funds, after which I saw that the subsequent transaction was not processed. As a result, I have now 3 withdrawal transactions, which I have been notified about by mail. But these transactions do not processed and do not have numbers, the money is simply debited from the balance and that's it, and I do not know where they are at the moment, I can not track them in any way.

They can't really explain anything in the chat, they just repeat that 72 hours have not passed yet. To me, all this seems suspicious and similar to fraud, since in the chat of the casino itself I met players who also faced problems with withdrawing funds. I would like you to be able to assist. Because I believe that without third-party assistance, I will not be able to withdraw my funds since I have repeatedly encountered such casino behavior.

I attach screenshots of my account and letters that came to the mail that the funds were transferred for processing.

Dear alterburn,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue with your withdrawals 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. 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 withdrawals approved by the casino, still, if you don’t receive your winnings by then, please, let us know and we will try to help you.

Meanwhile, could you please confirm that these are your missing withdrawals?

Thank you in advance for your patience and understanding.

Best regards,

Petronela

Hello Petronela!

Why did the screenshots I attached disappear from my first email?

No one has requested KYC from me. Also, in the technical support chat, the specialists with whom I communicated did not mention this.

What you circled in the screenshot is my casino deposits.

The amount of withdrawal requests I threw off to you with separate screenshots in the letters that came to me on my email from Bitdice. I mentioned this in my letter above, and also expressed my concern about the fact that in addition to those letters testifying that I have issued a withdrawal of funds, I do not have any transaction numbers or any other data. Accordingly, I can't even track my transactions. Information about withdrawal requests, namely about one successful one that was in June, is on another screenshot.

From here I ask you and the casino guru team to change the amount I dispute by 6,397 ltc as it was originally. I have proof of that. Write me your email, I will forward these emails to you, and I will also attach screenshots of these emails to this email again, I will also attach a screenshot with information about withdrawals from my account. Which confirms that these withdrawal requests in question have been debited from my account in an unknown direction.

Those withdrawal requests that I requested and which are referred to in my complaint. This amount is in question and as you can see in the screenshot below, for some reason these amounts are not in the transaction history of my Bitdice account wallet.

Successful transaction in June see withdrawals not deposits

Thank you, alterburn, for the clarification. I do apologize I misread the screenshot. I can see it now. If you wish to forward any additional documents or screenshots, my email address is [email protected].

Thank you very much, alterburn, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej ([email protected]) 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.  

Thank you Petronela. Wish you well.

Hey Alterburn and Petronela

Funds should be credited now, apologies for delay.

Unfortunately, we still experience delays with withdrawals currently, because of the unstable situation with crypto currencies on the market. I asked my colleagues to add free spins on Mascot games as an apology for your inconvenience.

Can we ask you to change the review rating after you receive your funds?

Regards

Mike

Hello Mike, Petronela, Andrej.

I just received my 6,397 ltc. I think that the situation has been settled and it is fashionable to close this topic. Thank you all for your help.

Mike I will answer your argument about long withdrawals. My opinion is that the player should not be concerned about the fact that now there are difficulties with the withdrawal of funds due to the unstable rate of cryptocurrencies. Many casinos process cryptocurrency withdrawals instantly regardless of the situation in the foreign exchange market. I consider the casino to be more financially secure than a player who also uses cryptocurrencies, moreover, when depositing cryptocurrencies to a Bitdice gaming account, this amount is subject to exchange rate adjustment. And if the withdrawal takes a long time and at this time there will be a drawdown of the cryptocurrency rate, then the player can receive a significantly smaller amount of funds at the output than he sent initially.

Thank you, Mike and BitDice Casino team, for the update. We’re very glad that the situation got resolved in a timely manner.

Dear alterburn,

Thank you for confirming. I’m sorry to hear that your withdrawals were delayed, but I would like to point out that three days for processing a withdrawal in an online casino would be generally considered quite a standard timeframe (even though we’re talking about crypto transactions). Nevertheless, I do understand your point of view.

With that being said, we’d like to thank you for using the Casino Guru complaint resolution center. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.

Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.