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On July 25th, I made an initial deposit of R$1,000.00 and placed sports bets throughout the month. On July 29th, I requested a withdrawal, at which point I was asked to verify my account. I completed the verification process and sent all the required documents via email. A ticket was opened, and within this ticket, I was informed that my account had been verified and I would have a daily withdrawal limit of R$2,500.00. I received this email on July 31st. After that, I requested a withdrawal of R$2,500.00, but it was rejected. I questioned the reason for the rejection via DiceBet’s chat, as I had followed the email instructions. They informed me that a new ticket would be opened and forwarded to the relevant department, and I should await their response. A new ticket was opened, but I received no response. I requested other withdrawals, but all were rejected. When I followed up in the chat, they said the responsible department is reviewing it and would contact me shortly. I sent an email regarding the open ticket but have received no response and am unable to withdraw any funds. I have followed the entire process they requested, my account is verified, yet I am not allowed to withdraw even the daily amount they specified.

No dia 25.07 fiz um depósito inicial no valor de R$1.000,00, onde durante o mês fiz apostas esportivas. No dia 29.07 fui efetuar um saque, onde foi solicitado a verificação da conta. Efetuei a verificação, encaminhei todos os documentos solicitados por e-mail. Foi aberto um Ticket, e dentro desse Ticket recebi a informação que a conta estava verificada e que eu teria um limite diário de saque de R$ 2.500,00. Esse e-mail recebi no dia 31.07. Após isso, solicitei saque no valor de R$ 2.500,00 porém o mesmo foi rejeitado. Questionei via chat da DiceBet o motivo do saque ser rejeitado uma vez que fiz conforme e-mail. Eles informaram que iria abrir um novo ticket e encaminhar para o departamento responsável e para aguardar o retorno. Foi aberto um novo ticket mas não obtive retorno, solicitei outros saques porém todos foram rejeitados, chamo no chat e falam que o departamento responsável esta verificando e entrará em contato brevemente. Encaminhei e-mail em cima do ticket que foi aberto, mas não tenho nenhum tipo de posicionamento e sem conseguir sacar. Fiz todo o processo que me solicitaram, conta tudo certa verificada, e agora não permitem sacar nem no valor que informaram diariamente.

Hello nathaliaaborbely,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with DiceBet Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Please note that we recommend to wait at least 14 days for your withdrawal to be processed specially if it’s your first ever request.

I would also like to note, that if the issues is anyhow related to your sports betting actions, we will be forced to close the complaint as we deal only with casino related matters.

Looking forward to your answer.

Regards,

Nick

The account was fully verified on 30/07.

The last contact I had with DiceBet was on August 5 via chat, asking why the withdrawals were rejected even though the account was verified, where I was informed that I have to wait for the responsible department to get back to me via e-mail. But I haven't heard anything back.

The winnings were real money.

As well as sports betting, I played slots in the casino.

With regard to withdrawals, you can't wait the 14 days because they reject them before that date, even with a fully verified account.

A conta foi totalmente verificada dia 30/07.

O último contato que tive com a DiceBet foi no dia 05/08 através do chat, perguntando o motivo dos saques serem rejeitados mesmo com a conta verificada, onde foi informado que tenho que aguardar o retorno do departamento responsável via e-mail. Porém não obtive nenhum retorno.

Os ganhos foi com dinheiro real.

Além de apostas esportivas, joguei Slots no casino.

Com relação ao saque, não é possível esperar os 14 dias pois eles rejeitam antes da data, mesmo com a conta totalmente verificada.

Thank you nathaliaaborbely for all the information provided. I will now forward your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear nathaliaaborbely,

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

Dear DiceBet Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

Hello everyone,

Dear Casino Guru Team,

As Nick mentioned, "if the issues is anyhow related to your sports betting actions, we will be forced to close the complaint as we deal only with casino related matters".

And the Player intentionally misled you by stating: "As well as sports betting, I played slots in the casino."

All Player's activity consists only of sports betting as of now.

Thus, I see no reason for this complaint to remain open.

In addition, according to our records, the Player has successful withdrawal of R$2,500.

Best regards,

DiceBet

Dear nathaliaaborbely,

Would you be able to provide evidence, that part of the withdrawal amount has been won in slots, and that you still haven't received the withdrawal?

Dear nathaliaaborbely,

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.