Complaint #25 BitcoinPenguin Casino

Imaginary Pending Deposits

By Tonymoach

3 years ago

I made a deposit 3 days ago of 0.00121 btc and my balance was credited for the amount 3 times. I was told that there were 3 deposits for the same amount made even though I knew I only made one and I could only see one on my end. The deposit I made shows that it was completed. I immediately knew that something was wrong, so I spoke to support to try and have them correct the issue. Well, support provided me with these mysterious transaction id's and when I entered the transaction id's onto the blockchain explorer, it said "There is no record of this transaction". So as far as I know, these imaginary pending deposits do NOT exist.

Anyways, so a couple of days go by and my balance still remains the same. So finally not one, but TWO support agents both tell me that its safe to start playing with my balance. So I play and when I go to withdrawal 0.002 btc, im met with an error message that says" Still waiting for last deposit to be completed, cannot withdrawal until then". So now my balance is stuck until they've finished fixing the issue with these imaginary deposits.

Once they do finally figure it out, IF they ever do, then they're going to make my balance zero since the original deposit was only 0.00121 btc. So from the moment I made my deposit, I was unable to access it and so I waited and waited until finally their support tell me that its safe for me to play. So I play and what I've realized is that they made it so I would NEVER have the slightest possibility of getting the money that I deposited into their casino back, no matter if I win or lose. They made it IMPOSSIBLE! All I want is to have my ONE AND ONLY original deposit refunded to me and then I will never deal with this casino ever again. Please read my ENTIRE chat history with their support team. I have it all documented. I will provide every bit of it as soon as I can figure out how to? or who to email with it?

Disputed Casino BitcoinPenguin Casino

Reason Double charge/Refund

Amount BTC0.002

Discussion

AskGamblers

• Support Team

3 years ago

Dear all,

This complaint has been reopened as per the submitter's request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved in the dispute reach a satisfactory resolution.

AskGamblers

• Support Team

3 years ago

Dear BitcoinPenguin Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

BitcoinPenguin Casino Complaint Stats

Resolved 6 / 19

Avg. Amount $6,323

Avg. Complaint Duration 5 days

Avg. Response Time 3 days

BitcoinPenguin Casino Complaints

See all complaints for this casino

DOGE Deposit not credited after 48 hours

Desposited 385 DOGE 2 days ago and still not showing up in Account. Spoke to Support 6-7 times and they keep saying someone is looking into it but won't give me anymore info. I provided all proof and its confirmed on blockchain. I am VIP and have spent $1000's on this site with no issues until now. Hope to have this resolved ASAP.
Transaction da050abf0d48aa9ffa441124c96a32af53c4780ee0979fd90928ccabb864597b
Deposit address DGWKQeptzSJw6pkRtir23SJizFAAdnNpX8

Unresolved

D385

BitcoinPenguin stalling on significant jackpot winnings

I am a longtime player at this casino. I generally don't win big there -- my cash-outs are typically around .004 to .008BTC. I have never had an issue. I have cashed out at least a dozen times in the past couple of years, and I have listed out the timeframes from request to fulfilment for my most recent withdrawal requests so you can see what their typical turnaround timeframe is like.

Well, recently I won 0.2BTC and lo and behold, all of a sudden, I am getting the runaround. They just keep telling me to be patient. And I have been patient -- this is a casino that advertises itself as "instant" and in the past they have always cashed me out within two hours max. Now I have actually won something substantial and they are stalling, if not outright refusing to pay.

This is not a bonus win; I don't have any KYC issues; I don't use multiple accounts. None of that applies here. They are just straight up unwilling to pay on significant winnings.

I don't know why I ever trusted them.

Resolved

Three withdrawals in progress for over three days

I am a VIP player at this casino and have never had problems of any kind, until now. I have 3 withdrawals sitting in “In Progress” status. 2 of which have been over 3 days and one that is over 2 days.

Although support is polite and means well, they offer no help or incite on the matter except that “the payment provider is having technical issues”. I’ve been patient up until this point and can’t be anymore.

The amounts are 63.6mBTC, 150mBTC and 25MBTC. I hate resulting to this method because I do truly love playing there, but if you state “Instant Deposits and Instant Withdrawals” that’s what I expect as a player.

I simply want my winnings paid to me in good faith just like my deposits are paid to them. The worst part of all of it, is that there has been no effort to explain what is going on.

Resolved

Declined my winnings with absurd reasons

I’m writing because I made the mistake of joining Bitcoin Penguin Casino. I’m hoping that my dispute can be mediated or that at the very least I can make as many people as possible aware of the kind of treatment they can expect at Bitcoin Penguin.

Last week I made two deposits at Bitcoin Penguin. For each deposit a bonus was automatically added to my account. I read the rules and carefully followed them. I lost the first time and then was lucky enough to win the second time even with the huge amount of wagering that the rules stated I had to do. After cashing out I received an email spouting some nonsense about me playing with a “great bonus advantage” and therefore having my winnings cancelled. I’d like to draw your attention to the fact that the bonuses were automatically added.

Dear Player,

Unfortunately, our system detected a great bonus advantage from your side (i.e. bonus abuse). We have to confiscate the winnings from a bonus and leave you the deposit amount.

We are sorry for inconvenience and hope for your understanding.

Best Regards,

Bitcoin Penguin Casino Support Team

Fri, 09/14/18 1:28 pm

I do not understand what you mean. I played the games that were on your

website and the bonuses you gave me were automatically added to my balance,

can you explain why you are stealing my winnings?

Support Agent

Fri, 09/14/18 11:42 am

Dear Player,

Unfortunately, our system detected a great bonus advantage from your side. We have to confiscate the winnings from a bonus and leave you the deposit amount.

To prevent getting to the list of players that abuse bonus offers we have to currently disable bonuses for your account.

It's not permanent and you can continue playing and withdraw the funds anytime.

In case your bonus ratio lowers - we'll be happy to offer you our promos and bonuses as we used to!

We are sorry for inconvenience and hope for your understanding.

Best Regards,

Bitcoin Penguin Casino Support Team

So basically if you deposit twice and win on the second deposit you will not be paid because you have a “great bonus advantage”. One that is actually automatically given to you. I don’t care about being on their “list of players that abuse bonus offers”. I would just like to be paid what I won. Failing that I will at least like to make my experience as public as possible.

Unresolved

Bitcoin payment or 1.25 BTC cancelled and no further information

On July 3 I requested a cashout of 1.24967033 btc. The next day it was canceled by casino. I talked to support about it they ddnt give me explanation for cancelation. I re-requested withdraw they have been given me a runaway round ever since I been polite, have not been rude when talking to them. 2 times I asked to speak to a supervisor/manager theu ignored me.. this is really frustrating because every time I ask it seems to be the same answer in diffrent words telling me to wait and wait.. they say fast cashout it's clearly false.. 4th day and still nothing.

Resolved

BTC1

Unable to request a withdrawal due to mysterious "unknown error"

Hi Never have had problem with Bitcoinpenguincasino ever. Have always used them only and have deposited well over 50k winning and losing . No problems at all UNTIL I have a big win- Typical of all casinos. I won around 0.8 BTC and withdrew this no problem about 3 hours ago. I played a little more and suprisingly won another 0.3 BTC. Amazing so excited to have finally won a decent amount Went to cashout and come across an "UNKNOWN ERROR" every-time i try to process a cashout. Started live chat and have been online with them for the past 1hr with no sign of resolution. Please see the key points and answers that I have been given hen321 3:19 pm Ok for the Forums- What is the reason that bitcoinpenguin is not allowing me to access my bitcoin? Support Agent 2 The withdrawal is not possible at the moment due to a technical error. You will be able to withdraw after that problem is solved. Unfortunately, we can not say, how much that process will take hen321 For the Forum- Why are you unable to give me a reasonable timeframe on when i will be able to access my bitcoin? Support Agent 2 It is not technically possible to calculate even the approximate time that this process will take hen321 For the forum- Why can you not post a manual cashout of the winnings to my account? Support Agent 2 Unfortunately, there is no technical possibility for us to process the cashout for you manually

Unresolved

Withdrawal of 4.2 BTC taking days

I put a lot of coin into this site and deposits have never been an issue. However now I won and have two payout requests; one on Wednesday and another Thursday. LiveChat has been very polite however unable to offer any assistance. They continue to state they are waiting for the financial team to approve the transaction. There is no more information provided as to why there is a delay and no option to speak to a manager or anyone that can explain what is leading to the delay. I am saddened to leave this complaint but I can see that some people have has some success here. I do not know what else to do. The FAQs have the same four paragraphs for every subject so there is nothing telling me a thing about what to do. The site claims they provide instant withdrawals. Certainly not the case here.

Resolved

BTC4