Keep declining my withdrawals without any further information and details

hallo liebes askgamlers team,

ich wende mich heute an euch da ich den kontakt mit dem casino als unzureichend empfinde.

folgendes problem:

ich spielte zuvor über ein jahr lang ohne probleme immer mal wieder bei bitcasino.io

am 15.09.2020 habe ich einen betrag von genau 0,543 bitcoin eingezahlt welcher in etwa 5400 euro beim heutigen kurs entspricht.

nach der einzahlung wollte ich natürlich spielen doch erhielt im slot eine meldung wie "error, please contact your support for info"

also habe ich den live chat geöffnet und mein problem geschildert, den live chat habe ich gespeichert und hänge diesen am ende an.

der support verwies mich auf die sicherheitsabteilung von bitcasino welche ich unter [email protected] per email kontaktieren sollte

um mein problem zu lösen.

trotz lange bestätigter einzahlung wurde auch der versuch einer auszahlung meines geldes durch eine fehlermeldung verweigert.

am abend des 15.09.2020 habe ich eine email verfasst und an die vom live support genannte email adresse versendet,

am 27.09.2020 hatte ich noch keine antwort erhalten und habe erneut eine email versendet an [email protected]

am 11.10.2020 hatte ich noch immer keine email vom casino erhalten und mich in meinem account eingeloggt und erneut im live chat

nach dem aktuellen stand gefragt und wieso ich keine email erhalten habe, dort sagte man mir man hätte seit dem 09.10.2019 keine email von mir erhalten "Unfortunately, we did not receive any email from you since 9.10.2019."

nachdem ich als beweis dann meine vom 27.09.2020 gesendete email als screenshot angehangen habe sagte man mir man hätte wegen eines fehlers keine meiner emails erhalten "I am afraid that due to some technical error, your email was not received. Let me please contact you via email."

mir wurde dann nochmal eine email vom casino geschickt auf die ich antworten sollte, was ich natürlich getan habe, dann sollte ich warten bis sich die security abteilung bei mir melden würde.

am 12.10.2020 erhielt ich dann erstmals eine email von der sicherheitsabteilung des casinos in man meinen ausweis sowie einen adressnachweis gefordert hat, diese email habe ich mit den gewünschten dokumenten beantwortet und erhielt am 15.10.2020 eine weitere email mit einem link zur verifizierung über den partner veriff (www.veriff.com) und der bitte mich per antwort auf die email zu melden wenn ich die verifzierung abgeschlossen hätte. das habe ich einen tag später getan und seit dem keine antwort mehr erhalten. ein weiterer kontaktversuch über den livechat ergab das ich mich noch gedulden sollte, die sicherheitsabteilung melde sich so bald wie möglich bei mir, was stand heute wieder 5 tage her ist.

da ich nach bisherigem stand ziemlich unzufrieden mit dem gesamten bin möchte ich in erster linie nur mein geld zurück haben welches mir gerne auf meine adresse erstattet werden kann, Bitcoin adresse :

< Bitcoin Adresse entfernt >

im anhang ist die einzahlung zu sehen und der live chat vom support:

(von unten nach oben den chat lesen )

Yes, feel free to refer to this conversation if it is needed.

21:42

have a good day bye

21:42

i took screenshots of the conversations to help myself if anything stucks up longer ;)

You are always welcome.

21:41

have a good day!

21:41

thank you sofia

ok

Please, wait for they reply, it will not take too long.

21:41

so i wait now for an email from support ok ?

21:41

I have just transferred an email to the security team.

21:41

you confirm that you received the email and forward it ?

21:41

^^

21:40

there isnt a loyality bonus if i cant place any bet

haha i do not need bonus, i just want to play with my money

I am afraid there is no bonus that I can offer to you on top of the Loyalty rewards and promotion offers.

21:40

i would be happy if i just get able to spin some slots with the deposit, its frustrating to wait as long without any idea of whats happening

21:39

i sent the email now please forward it

21:38

If you have any other query, feel free to ask me.

21:38

ok

21:36

Sorry for the troubles.

21:35

Yes, I can confirm now that we have received your email. Could you please send us your query responding to the same email, and I will transfer this thread to the security team.

i received, and answered

21:33

I have sent you an email just now.

21:33

Thank you for waiting.

21:32

i just testet my email inbox right now, i am receiving emails and i am able to send, so please send me an email there

21:32

email me

21:29

please do so, hey i mean its 5000euro i have deposit and i still could not place a bet

Then I will ask you to reply with your query to the same email.

21:28

I am afraid that due to some technical error, your email was not received. Let me please contact you via email.

27.09.2020 um 19:51 or would you say i am wrong you can see i have contacted the support

21:27

21:26

Unfortunately, we did not receive any email from you since 9.10.2019. Could you please ensure that you are sending your email from the registered address at [email protected]?

21:25

please check it, and tell the customer support chief that a player only wants back his deposit and all is fine, its 5000€ you just take and "stole"

21:23

Let me please check it.

21:23

i am asking last time to claim my deposit

21:22

until today

no answer

i am still not having my deposit back, i contacted security@bitcasino on 27/09 20

Hi

21:21

Hello!

21:21

Sofia joined the chat

The chat has ended

Seems like you have left the chat,I will close this chat for now. Please do not hesitate to contact us again if you shall have any other queries, we will be more than happy to help. Have a nice day! ??

Is there anything else I may assist you for now?

As we Support Team do not have any access to your case so we do not have an answer to this question, unfortunately.

15/09 - 03:55

As informed, our Player Safety and Assurance Team has placed some restriction on your account, I am afraid only they have the further explanation to your answer.

never an issue

15/09 - 03:54

But I dont understand, you can look my playing history, why now, i played alot, alot of deposits and withdrawals

And you can wait for their reply.

15/09 - 03:53

Please first send an email on [email protected].

Ok so I will wait ?

15/09 - 03:52

They will try to get back to you as soon as possible.

15/09 - 03:52

I am afraid they can only review your account unless they receive the email from you.

15/09 - 03:51

How long will it take to be resolved

15/09 - 03:51

So you will contact them ?

Yes, so I am contacting Player Safety and Assurance Team is the only way to resolve your problem now.

15/09 - 03:50

But I also cant bet ?

15/09 - 03:49

I am afraid you are not allowed to withdraw without wagering your deposit as that is against the AML regulation.

15/09 - 03:46

The transaction has 3/3 confirmations and all good, I either want my money back or be able to play

15/09 - 03:46

Can I than just withdraw again ? I mean I just deposited, I didnt even have placed a bet

15/09 - 03:42

It seems like our Player Safety and Assurance Team has placed some restriction on your account, I am afraid only they have the further explanation to your answer.

15/09 - 03:42

I never had to do stuff like that and I played alot

15/09 - 03:38

Why do I have to do this ?

In this case, we would like to kindly ask you to email us on [email protected] , and our Player Safety and Assurance Team shall assist you from there.

15/09 - 03:38

and I played for quite a bit already

15/09 - 03:38

I never got this error

15/09 - 03:37

I wanted to play a bit, when I tried to place a bet, I got told to contact customer support

How may I help you today?

15/09 - 03:37

Hi and welcome! This is Airi.

Hello!

15/09 - 03:37

How can you see? My account is verified. My first withdraw was a success. But with higher values they don't want to pay me. They keep telling me to verify my account through a link they send by email. I also did it via the link in the email. But then they keep sending me new links nonstop.

I don't know what else to do. you can see all the evidence in the attached photos.

Hello,

So, 1st of May I've deposited some funds, played a bit and won a small amount, tried to withdraw to see how instant it is. My withdrawals kept being rejected without any explanation, 3 times, 0 notifications or emails to inform me something is wrong (as visible on the screenshot). First chat, agent says it was processed and I should receive it. Funds returned to my balance and I think, "oh I'm stupid I've used the deposit address for withdrawal, my bad". Second chat: "You need to send en email to [email protected]" Ok, I send an email and wait for 3 days, no reply. 3rd chat I ask about the email and the same agent from the second chat says you should be fine to withdraw now, just make the request and let me know if it worked. 25 miuntes later I ask on chat and my withdrawal is declined while I am on chat and the agent tells me to contact [email protected] again.

I did again, first email wasn't replied ever so I don't expect it to happen this time. In any case it will take 6+ days to get 6mBTC out to exactly the same address it was deposited from, so there is no reason to really confirm anything. I've played at Bitstarz, never had a single issue, never had anyone harras me for days and chat agents actually gave me information about what is happening and I verified my account when they asked. This...

I honestly do not care about those 6mBTC, take them, but what is exactly going on and why are you harrasing me with constant wrong and incomplete information? I understand those are small amounts for Bitcasino but this type of treatment of anybody is just horrific.

Issue: I lost login to account. I provided enough information and bitcasino.io successfully located my account.

Important information: bitcasino.io have acknowledged that they located my account

New Issue: bitcasino.io says I should verify my identity

How to Identify verify work: bitcasino.io send me link by its partner veriff. I take picture of my document, take picture of my face selfie. Many times after that bitcasino.io say verification not complete even though is complete.

Solution: I contact veriff company ask support for help how verify. After successfully verifying the identity, I inform bitcasino.io.

I send first email and no reply. I wait 5 days and send other email, no reply. I contact bitcasino.io chat and ask how long does it take to receive reply from player safety and security department. They say 48 hours maximum. They say send another email. I sent another email and waited. I contact chat support and they tell me it takes 24 - 48 hours to receive reply. I have to wait almost one month now with no reply. bitcasino.io have held my money now for total of over 16 months.

I attach here the following

1) Screenshot email which bitcasino.io confirms that "The information provided was sufficient to find the account"

2) Screenshot email with veriff which veriff confirm verification successfully completed

After depositing bitcoin to the casino address and asked the support to confirm the adress( screen shot of my dashbord), i waited 3 hours and nothing. i contacted live support again mr Roman and he told me i sent to wrong address and the right address he provide me ( screen shot 2) , the next day my deposit still not credited i spoke again with live support - mr alex , he told me all the 2 previous addresses are wrong and the good one is the 3 rd address ( screenshot 3) !!!!. i lost my money , the live support disable my live support and mail complain what i did and sent not gave me any answer.attached screenshote of my payment and conversations with live support. please add the coins to my account!!!

I perform a withrawal and it got declined. I chatted support and they ask me to send an email to [email protected]. So i did that.

They response to my email and they ask me to send documents to them so I did send to them my passport and utility bill.

They reply to that message and told me that they got a user friendly way verification in order for me to get verified I must click that button and do what it say. So I did that.

They reply on me and told me that the picture is not good so i should do it again. Then I did it again and until now its not fixed.

This was January 23. 2019 and its March 5, 2019 already and until now my money is not yet given to me.

In all the casino online I played before this is the worst casino ever. All the casino accepted my documents thru their KYC. And I easily get my withrawals with no problems at all.