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Eclipse Casino - Casino Refuses to honor a withdraw to my bitcoin wallet after making bitcoin deposit & completing verification

RESOLVED
nicole8 United States Message
Posted on August 19, 2017.

When I first signed up with this casino I wanted to make a deposit using bitcoin, and was happy to hear they accepted this as a payment method. At that time before my deposit I had conversation with M. Cla**, I wanted to make sure that if I were to win and needed to make a withdraw that I would be able to withdraw using the bitcoin withdraw method. She assured me that yes it was available to me I would just need to call her and verify my account also send in my picture Id, a recent copy of a utility bill, a photo of myself holding my ID, and a form called the faxback form with bank information. I promptly did the phone verification and I sent all these documents into the casino (note I did add my bank information to the faxback form but for security reasons I had blacked out some of my account numbers) I also Included my Bitcoin address if I needed to make a withdraw. At this point I was pleased with the folks at Eclipse Casino everything seemed to be trustworthy and the games seemed fair and were fun to play, I was very happy they had decided to accept bitcoin deposits and bitcoin withdraws. I had got to a point on my account where I felt I should make a withdraw to see how that would go, and if all went well I was prepared to start making many more larger deposits to this casino with bitcoin. but they denied my account the ability to withdraw to my bitcoin wallet . Ive been told many reasons why it was now not available to me. e.g The casino is undergoing maintenance and I needed to wait , (almost 3 months have passed) or they say My player class is not high enough to have this option to withdraw. this has been an ongoing effort to have them send this payment , Ive spoke with many different people. Paul the accounts manager assured me that this would no longer be an issue and to wait just a couple more days and they would process the bitcoin payment another accounts manager said exactly the same thing. I do have emails from [email protected]­cli­pse­cas­ino.com saying its available withdraw option for me I also saved transcripts that say it is an available option for me. I'm not sure why they wont send it they just keep saying my player class is too low. I would have not deposited my bitcoin if I had no bitcoin withdraw method and I made sure that it was before depositing.

If the person that first promised this option to me made a mistake I can understand, what I am asking for is that the casino send my withdraw to my bitcoin wallet even if it means making an acception for me. the amount is $150 USD worth of bitcoin. if they can make this happen then they would surely see many more deposits from me in the future :) I really like all the folks at this casino they are a great team and the game play is great! its been over two months since I first requested this withdraw I'm hoping we can solve this in a timely manner. Thank you

Posted on August 22, 2017.

Dear Nicole,

Please accept my apology for the inconvenience that took place. First of all, let me start with that fact that we are not positioning ourselves as a Bitcoin casino. We don`t even have any mentioning of BTC on our website. We only do offer Bitcoin deposits as an exception. A player who makes a Bitcoin deposit gets his money converted to the fiat currency for further play. After that, the winnings can be withdrawn with the help of traditional withdrawal methods. We usually offer Bitcoin withdrawals only to our VIP players. The reason for that is that we don`t have any Bitcoin processing service integrated to our system. What we do is we manually convert the necessary amount and send it. We don`t possess & accumulate Bitcoins. Since it takes some efforts, it would be counter productive to offer this payment option to everybody unless we integrate the Bitcoin processing engine to our system. The risk of human error should also be considered.

As for your situation, we agreed to make a one-time exception and send you winnings back in bitcoins. Once again, since we are not a traditional Bitcoin casino, we can`t maintain a consistent Bitcoin workflow.

Kind regards,
Eclipse Casino
[email protected]­­­­­­­c­­l­­­i­­­­p­­­­­se­­­­­­­ca­­­s­­­­­­in­­­­­o.com
+1 702 637 05 36

nicole8 United States Message
Posted on August 22, 2017.

Thank you for the quick response and thank you for making this exception, I received your email and replied to confirm the bitcoin address was correct. As soon as that is sent consider this complaint to be solved. I'll update this post when it has been sent. Thank you again Your Casino is a very trustworthy casino that I would recommend to anyone:)

nicole8 United States Message
Posted on August 22, 2017.

I have received the bitcoin payment from the wonderful folks at eclipse casino , thank you for being so prompt! consider this solved.

Posted on August 23, 2017.

Dear Nicole,

Thank you for your kind words.

Kind regards,
Eclipse Casino
[email protected]­­cl­i­p­se­­cas­­in­o.com
+1 702 637 05 36

AskGamblers
Posted on August 23, 2017.

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

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