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Good day! I'd like to inquire about how long it takes to withdraw funds? I made a deposit on January 12, 2024, amounting to 319 USDT. After making a few bets and winning, I decided to withdraw a portion of the amount. I applied for a withdrawal of 299 USDT on the same day, and I still had funds remaining in my balance. Initially, I was told that the withdrawal would occur instantly, but now I'm being informed that the withdrawal is in manual check mode. They're not providing any timeframe. I have fully completed the verification process. I applied for another withdrawal on January 13, 2024, amounting to 385 USDT. I've wagered the deposit amount as per the rules, did not utilize any bonuses, and my account is fully verified. I urge you to take action, as I'm not being informed about the duration of the wait.

Добрый день! Я хотел бы узнать как долго производится вывод средств? Я сделал депозит 12.01.2024 на сумму 319 Usdt. Сделал пару ставок, выиграл и решил вывести часть суммы. 12.01.204 я подал на вывод 299usdt и у у меня еще оставались деньги на балансе. Сначала мне сказали что вывод происходит моментально, теперь мне пишут что вывод в режиме ручной проверки. Не говорят никаких сроков. Верификацию я полностью прошел. Я подал на вывод еще раз 13.01.2024 385 usdt. Сумму депозита отыграл по всем правилам, бонусы я не использовал и аккаунт полностью верифицирован. Я прошу вас принять меры, поскольку мне не говорят никаких о каких сроках сколько ждать.

Dear dkproverka01,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Petronela

Fine! Thank you for paying attention and giving me an answer. But I would like to know more specifically when I can get my money. If I don't get it back after 14 days, what then?

Хорошо! Спасибо что обратили внимание и дали мне ответ. Но я хотел бы знать конкретнее когда я могу получить свои деньги. Если мне не вернут их по истечению 14 дней, что тогда?

I fully understand your frustration, dkproverka01. However, I will set the timer for additional 7 days allowing to casino two full weeks to process the payment and if there’s no development by then, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.

I want you to know that the deadlines that you announced are coming to an end and I am not receiving any changes or new information from the support staff. I don't know how it is possible to have such a level of rating with such quality of service. To effectively resolve my issue, I also wrote a complaint to askgamblers, providing screenshots and data for processing in more detail. So I want you to know that my first priority is to achieve justice. And receive an amount of 685 usdt, which is still currently in "pending" mode for more than 10 days

Я хочу чтобы вы знали что сроки которые были вами озвучены подходят к концу и никаких изменений или новой информации от сотрудников поддержки я не получаю. Я не знаю как можно иметь такой уровень оценки с таким качеством обслуживания. Для эффективности решения моего вопроса я также написал жалобу на askgamblers уже более детально предоставив скриншоты и данные для обработки. Поэтому я хочу чтобы вы знали я намерен в первую очередь добиться справедливости. И получить сумму в размере 685 usdt которая все так же на данный момент в режиме "в ожидании" уже более 10 дней

Thank you very much, dkproverka01, for providing all the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Dear dkproverka01,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Bitsler Casino representative to join this conversation.

Dear Bitsler Casino,

Could you please clarify, why the player hasn't received his withdrawal?

Thank you in advance,

Mirka

We would like to ask the 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, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear User,

I am Frank from the Compliance and Fraud Team at Bitsler.com. We regret to inform you that your account is currently under investigation in relation to your sports bet. While we pride ourselves on our instant deposit and withdrawal system since 2015, sports betting occasionally requires additional time to ensure the legitimacy of the bets.

Player has been paid last month

Best Regards, Frank Compliance and Fraud Team Bitsler.com

Dear Bitsler Casino,

Thank you for your answer. Since the player mentioned 2 withdrawal requests, could you please clarify, if I understand correctly, that:

• the withdrawal, that has been payed out is the one of 299USDT, and
• the second withdrawal of 385USDT has been retained due to the sports betting investigation?

Thank you for your cooperation.

Dear Mirka,

Thank you for your inquiry. Regarding the player's withdrawal requests, both were approved last month, as follows:

• 12/01/2024 - 299.9 USDT - approved;
• 13/01/2024 - 385 USDT - approved.

Should you have any additional questions, feel free to reach out once again.

Best,

Bitsler Team

Can you provide the transaction hash because I didn't receive any money?

Вы можете предоставить хэш транзакций, потому что денег я не получил

Dear Bitsler Casino,

Thank you for your cooperation. Could you please provide evidence, where it would be visible, that the player received his withdrawal?

Feel free to send it here, or to miroslava.d@casino.guru .

Thank you,

Mirka

We would like to ask the 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, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

We would like to ask the 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, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Why are you stalling for time? I can provide the address of my Binance wallet and a screenshot indicating that I am the owner. In another complaint to askgamblers, casino employees sent two transactions that allegedly went to my wallet 1- https://tronscan.org/#/transaction/9484fd4606dedcb84c11baee0a5905013a855d9bd1a546691b6412612364942c and 2- https://tronscan.org/#/transaction/a97f64 fe17deb0e69a0cd5ccdb0869ba8bd533398ef9fbe0e1a15363f9463375, no transactions checked by scan

Почему вы оттягиваете время? Я могу предоставить адрес своего кошелька бинанс и скриншот о том что я являюсь владельцем. Сотрудники казино в другой жалобе на askgamblers отправили две транзакции которые якобы поступили мне на кошелек 1- https:­//t­ron­sca­n.o­rg/­#/t­ran­sac­tio­n/9­484­fd4­606­ded­cb8­4c1­1ba­ee0­a59­050­13a­855­d9b­d1a­546­691­b64­126­123­64942c and 2- https:­//t­ron­sca­n.o­rg/­#/t­ran­sac­tio­n/a­97f­64f­e17­deb­0e6­9a0­cd5­ccd­b08­69b­a8b­d53­339­8ef­9fb­e0e­1a1­536­3f9­463­375, транзакции не проверяются по скану

Dear dkproverka01,

As you can see, the casino didn't provide us with the evidence I asked for. I tried to contact the casino outside of the thread too, so I will update you accordingly.

(The links you sent me in the last message do not show me any results, perhaps they might be expired or not working properly.)

In the meantime, please send me the address of your Binance wallet so we can take a look at it.

Thank you for your patience.

Dear dkproverka01,

Despite my best efforts to contact the casino again, I'm afraid there is not much that can be achieved without cooperation from the their side.

I understand this is not a satisfactory solution to your issue. However, the decrease in ratings caused by unresolved complaints could help change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. The casino can request to reopen the complaint at any time.

I recommend you contact the Curacao/Antillephone Gaming Authority (complaints@gaminglicences.com, certria@gaminglicences.com) and submit a complaint to them. The Gaming Authority might have more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (miroslava.d@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Mirka

We’ve reopened this complaint at the request of Bitsler Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Bitsler Casino,

Could you please provide evidence, where it would be visible, that the player received his withdrawal?

Feel free to send it here, or to miroslava.d@casino.guru .

Thank you for your cooperation.

Dear dkproverka01,

Could you please clarify, if you have previously used the address you sent me also for deposits in this casino?

Or did you need to manually enter your address while asking for withdrawal?

Thank you for your cooperation.

Dear dkproverka01,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.