Deposit pending for too long, no help from casino support

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.

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.

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?

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.