Bitgame Casino - Hráčův účet byl zkontrolován.

I never expected I'd reach at this point posting and asking for help as I trusted the bitgame.com platform.

July 27, 2022. The whole day that I was playing(speed baccarat only), losing and depositing I ended up winning 18,000usdt. As per my VIP level(6) I am allowed to withdraw of 7,800 limit a day so I did an application for withdrawal. So I had a balance left of 10,200 USDT after couple of hours I played again and won 5,046 so balance went up to 15,246USDT so I had total winning 23,046 minus my 1st withdrawal application of 7,800 thats why the total left was 15,246USDT, then when my withdrawal time limit restarted(10hrs after my 1st withdrawal) I withdrew again 7,800 and left a balance of 7,446 and total of 2 withdrawal application with 7,800 each(total 15,600) the day after they have not approved yet my withdrawals as they said that had to review it first.  So what were pending withdrawal application are (1st) 7,800  (2nd) 7800 and wallet balance of 7,446. so what I did was I applied withdrawal for the left balance of 7,446 (3 withdrawal application total 23,046) so I have 3 total pending withdrawals already with them   Then they approved my (1st) 7800 withdrawal application and left the 2nd withdrawal application of 7,800 and 3th withdrawal of 7,446 total of 15,246 pending as couple of days has passed I kept following up with them then I started to complain and this is what they said:

" The platform passed your previous withdrawal because although your withdrawal amount was large, there was no problem after the review of the security department, so it passed. However, in the subsequent betting, there was a betting involving abnormal data. Because this game is provided by the game supplier, the relevant data needs to be provided by them. As you said before, why did we pass the previous order? It is all in accordance with the platform rules. We have no right to block the order without problems. The current process is stuck on the side of the game supplier. We are also particularly anxious and have been negotiating, hoping to complete it as soon as possible. What I can do is to use my authority and constantly urge the relevant person in charge to speed up communication. I want to complete the process as soon as possible than you."

After couple of days following up and still no positive update as theyre still waiting for the SUPPLIER’s feedback

And I asked them these:

" I have 2 concerns. 

1. If there was a problem/abnormal data ONLY in my subsequent betting(as you’ve said) which is after I won the 18,000usdt then you supposed to hold only the amount exceeding winnings/bettings AFTER/OVER 18,000usdt. Because if there was a problem/abnormal data before I won the 18,000usdt then you would also have frozen my 3 INITIAL withdrawals(7,800 which you approved) BUT you DID NOT because as you have said there was NO problem/abnormal data during my 1st winnings. And, ONLY in my subsequent betting there was ONE abnormal data/order. Then why you are freezing the rest of the amount of 10,200(balance after 1st(3) initial withdrawals that you approved from my initial winning of 18,000)? 

 As you supposed to hold ONLY my subsequent bettings/winnings AFTER/OVER 18,000usdt which is 5,046 ONLY. which makes my total winning of 23,046

2. But what is happening now is your holding both amounts and taking so much time for the data review of supplier to your platform that badly affects me. 

These 2 were my concerns that has not been answered by the platform but THEN again it’s been delayed for too much. The platform had to understand and review this case thoroughly. As it was the SUPPLIER’s delay that is affecting the platform and especially ME."

And they didn't address or acknowledged my concerns but what they always say that they're still following up with the supplier and I even asked for escalation which never happened and I was sending email to support@bitgame.com, service@bitgame.com and business@bitgame.com to get an escalation but they never responded even once.

*too long please check next thread

Additional comments from player:

"Continuation of my 1st complaint

As days passed of following up and still no progress, I started checking background, forums, and how system works.

1. I was able to reached the local representative(downtown e-commerce company BV) of their main company holder Max Blue NV in Curacaro and asked for help and assistance, asking for direct email or contact for the max blue owner or manager but nothing and was just advised to follow the steps of complaining in their website but I told them there is no such steps, no forms, email addresses are not responding after couple of days I found out that the contract between Max blue and their local rep(down e-commerce) in Curacao has been terminated as per the Chamber of Commerce in Curacao. So technically their license is discontinued as of 17th fo August due to no local representative in Curacao

2. I checked some forums including here in lcb.ord that there were some cases like this that they never got their withdrawal, so I started to worry that maybe they're just delaying and ending up stating that I made some illegal bets or etc to forfeit my winnings even but shouldnt be as they're always saying that they're just waiting for the supplier's data so thats the reason I did more research which is no.3

3. I was able to reached the game supplier for Bitgame.com for the game Speed baccarat and explained to them my situation that the reason behind the delay as per Bitgame was due to the data they've been requesting from the supplier. And what the supplier said is they will be in contact direclty with bitgame as they can't update me directly. 

After couple of days fo following up the admin from Bitgame.com udpated with me this:

"I just checked, they sent it, and are confirming the feedback." this was last 19th of August 2022. 

 Which I replied "Thank you, finally" so I got relieved momentarily.

But since then, they have not replied anymore nor opening my messages and got restricted from the Telegram channel(twice). 

I started to get to worried again as they have been freezing my withdrawal since July 27 and even they have received the data, they're still delaying, no updates. That imagine that they've been requesting the data from the suppler since day 1and if I didn't do some efforts from my end I don't what would happen. And now, here I am posting and asking for help. And worried, that this might end up that they will make up same judgement same from the other forums that I have seen and ending up with nothing, which should not be the same case as Bitgame have said that there was only abnormality in one of my bettings and they only need the data from the supplier (which they have received already) and like what I have said on the first part logically even with the abnormality they don't supposed to hold the full amount of withdrawals. 

I'm very upset right now. I was okay at first winning and losing before and  previous withdrawals were ok, 2-3delay but it goes through. But now it has been 28days thats why here I am asking for help and also checking other sites and the local authorities in Curacao in order to help me.

I have screenshots with all the conversations, emails

And also my withdrawal requests and deposits."

Dear marrionpascual055,

Thank you very much for submitting your complaint. Foremost, allow me to congratulate you on your great win.

Please understand that it is a common procedure for casinos to audit players’ accounts, particularly, after accumulating a substantial win. From our experience, it may take 14 days, but every casino is different and has its own procedure which needs to be followed. That’s why we advise players to be patient and fully cooperate with the casino.

Could you please specify if you have withdrawn any winnings from this casino in the past or if this was your very first game session? Was your account successfully verified in the past? Have you redeemed any promotional offer when placing your last deposit?

Hopefully, we will be able to help you as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hello Petronela,

Thank you for the response.

But they are not responding to me anymore and it has been 29days now for the delay.

But if you will see again the 1st part of my complaint:

"1. If there was a problem/abnormal data ONLY in my subsequent betting(as you’ve said) which is after I won the 18,000usdt then you supposed to hold only the amount exceeding winnings/bettings AFTER/OVER 18,000usdt. Because if there was a problem/abnormal data before I won the 18,000usdt then you would also have frozen my 3 INITIAL withdrawals(7,800 which you approved) BUT you DID NOT because as you have said there was NO problem/abnormal data during my 1st winnings. And, ONLY in my subsequent betting there was ONE abnormal data/order. Then why you are freezing the rest of the amount of 10,200(balance after 1st(3) initial withdrawals that you approved from my initial winning of 18,000)? 

 As you supposed to hold ONLY my subsequent bettings/winnings AFTER/OVER 18,000usdt which is 5,046 ONLY. which makes my total winning of 23,046"

They have approved my withdrawals for 7,800 which means there was no abnormality in my bettings, the reason that I wasnt able to withdraw the full 18,000 because I have withdrawal limit of 7,800 per day, thas why I waited until the limit restarts again and process the rest of the withdrawals.

And also their reason from day 1 it there was abnormal data and they need the supplier to send them this data which bitgame confirmed with me last week that they have received already but since that time they have not responded to me anymore.

It wasnt my first. Please find all attachments off all my successful withdrawals including also my deposits.

Thank you

And also I want to clarify that "my account has not been blocked" yet.

please see the rest of the attachments for the previous deposits and withdrawals "in order"

1st deposits including my deposits on the day I won

And these are the withdrawals.

including the pending and accpeted withdrawals on the day I won the 18,000

Hello Petronela,

Any update in regards with my complaint?

Thank you

Thank you very much, marrionpascual055, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) 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. Looking forward to hear from you. Thanks again

Kinldy correct my complaint as I was not blocked from their platform, just the withdrawals are delayed for 34days now.

Hello marrionpascual055,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite BitGame Casino to join the conversation and participate in the resolution of this complaint.

Dear BitGame Casino,

Can you please clarify the reason for the delay the player is experiencing regarding their pending withdrawals?

Kind regards,

Adam

Hello Adam,

Following up for my complaint.

Thank you so much.

Hello Adam,

Following up on my case please help me reaching Bitgame as if has been 41days now my withdrawal is frozen.

Please. Because of these delays I am placed on a difficult situation right now.

Hope to hear from you soon and from Bitgame.

Hello marrionpascual055,

There has been no response from the casino so far. I will attempt to contact them again.

In the meantime, please let me know if there are any developments.

Hello, Adam. Do you think it will help if we contact them through Telegram their active channel. They respond their every time, it’s just that the admin stop reading my messages and responding to me but in the group he is active.

We would like to ask Bitgame Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating. 

It’s been 52days now. No one is helping from their platform. These are the updates from my end. Only the twitter account has responded but nothing helpful

It’s been 56 days and bitgame platform has not responded at all. And it’s been a month now that their trade license in Chamber of Commmerce in Curacao has been cancelled and theyre still operating and possibly defrauding other people. Bad customer service, they will gain your trust by giving your winnings at first and whenever you win big, they will stop responding to you, making excuses and not pay you. Very disgusting platform.

Dear marrionpascual055,

I have tried to contact the casino repeatedly but had no success. As it seems the casino has no valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. I’m afraid there is not much that can be done without cooperation from its side.

I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

I am truly sorry that I could not have been of more help on this occasion.

Best regards,

Adam