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È da una settimana che ho vinto 100 LTC al monopoly di Evolution Gaming. Da quel momento Bitdice ha bloccato i miei prelievi, chiedendomi il KYC. Dopo avere mandato più volte i documenti, me li hanno accettati mandando però questo assurdo messaggio.

Resto in attesa di aiuto per ricevere tutta la mia vincita

Dear ,

Please kindly note that your account was successfully verified.

Also we confirmed your citizenship and residenship of Italy.

Unfortunately some of our game providers prohibit usage of games and in cases of big winnings submit a request for verification like it was in your case. As a major winning took place in games of Evolution provider which is prohibited in Italy as per restriction list: https://www.bitdice.me/p_t.pdf. 

Due to this fact game provider demanded withdrawal of the winnings. Nevertheless we took a decision to compensate the initial balance of your account which was reached by 2 last deposits for the total amount of 5,257 LTC.

We are sorry for the inconveniences, the amount will be credited to your account within 24 hours from now.

Regards,

Dear Davide,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the terms and conditions, and yes, I have found the restriction for the Evolution game provider:

"Evolution Gaming - Burma (Myanmar), China, Cuba, Curacao, Cyprus, Iran, Israel, Italy, Latvia, Turkey, Russian Federation, Sudan, Syria,United States of America, Australia, North Korea, Iran, Taiwan, South Africa, Canada, (British Columbia, Manitoba and Quebec Provinces)."

Could you please forward the original email sent to you by the casino to petronela.k@casino.guru?

Thank you in advance.

Best regards,

Petronela

They don't care about the T & Cs if they are the first to disregard them.

Many providers are blocked from their site and gambling is not allowed.

But on Evolution you log in normally and you can lose as much as you want.

I had also made some previous winnings, withdrawing everything quietly.

You can play, you can lose as much as you want and win a little, but if you win a lot you can't cash out because playing is not allowed? This is nonsense.

And why on earth do they only say that after verifying my account? If my papers weren't regular, they wouldn't have come up with this excuse.

I also had another $ 1200 which I played without too much trouble knowing I was waiting for a $ 10,000 withdrawal.

This is all outrageous and sad, I really liked this casino so much

Non importano i T&C se i primi a non rispettarli sono loro.

Dal loro sito molti provider sono bloccati e non è permesso giocare.

Ma su Evolution si accede normalmente e si può perdere quanto si vuole.

Avevo fatto anche delle precedenti vincite, prelevando tutto tranquillamente.

Si può giocare, si può perdere quanto si vuole e vincere poco, ma se si vince molto non si può riscuotere perché non è permesso giocare? È un’assurdità.

E perché mai lo dicono solo dopo la verifica del mio account? Se i miei documenti non fossero stati regolari, non avrebbero tirato fuori questa scusa.

Io avevo anche altri 1200$ che ho giocato senza troppi problemi, sapendo di aspettare un prelievo di 10000$.

Tutto ciò è scandaloso e triste, mi piaceva davvero tanto questo casinó

They violated the terms and conditions themselves, allowing me to play.

Sounds like a joke.

Then, in your opinion, Evolution would require them to be withdrawn? But in what sense !? It soon becomes clear that they want to cheat me.

Loro stessi hanno violato i termini e condizioni, permettendomi di giocare.

Sembra una barzelletta.

Poi, secondo voi, Evolution richiederebbe a loro il prelievo? Ma in che senso!? Si capisce subito che vogliono fregarmi.

Please help me

Per favore aiutatemi

I am still waiting for your kind reply.

I add that the casino has not answered me anymore and among other things, they have not even credited LTC 5,257 on my account, as stated by them, and more than 24 hours have passed.

For me it's better that way, if they want to see me again in their casino, they will have to pay my winnings in full, on my wallet, because this is an inconvenience caused by them. In fact, if CasinoGuru fails to help me, I will sue Bitdice in every online gaming platform and forum.

Thank you

Sono ancora in attesa di un vostro gentile riscontro.

Aggiungo che il casinò non mi ha più risposto e tra l’altro, non hanno neanche accreditato 5.257 LTC sul mio account, come da loro affermato, e sono passate più di 24h.

Per me meglio così, se vogliono rivedermi nel loro casinò, dovranno pagare la mia vincita interamente, sul mio portafoglio, perché questo è un disagio provocato da loro. Infatti se CasinoGuru non riuscirà ad aiutarmi, denuncerò Bitdice in ogni piattaforma e forum online sul gioco.

Grazie

Thank you, Davide, for the clarification. Could you please forward your game history to petronela.k@casino.guru? If I understand correctly you were able in the past to lose money by playing Evolution games and I'd like to have solid proof to support our case.

Dear Petronela,

on their site they do not provide past game history.

It doesn't matter, I emailed you all of my winnings withdrawals from Evolution Gaming's Monopoly and BitDice's BitAce. In addition, I recorded a video, after depositing about $ 5 in LTC, demonstrating how you can play, lose and win (until they decide) at Monopoly Live and of course withdraw, until you win a large sum and you they block the account, for the KYC.

If the KYC is successful they have an excuse not to pay. Here in Italy this is scam.

Cara Petronela,

nel loro sito non forniscono la cronologia passata delle giocate.

Non importa, via e-mail ti ho mandato tutti i miei prelievi delle vincite provenienti dal Monopoly di Evolution Gaming e da BitAce di BitDice. In più, ho registrato un video, dopo aver depositato circa 5$ in LTC, dimostrando come si può giocare, perdere e vincere (fino a quando decidono loro) al Monopoly Live e ovviamente prelevare, fino a quando non vinci una grande somma e ti bloccano l’account, per il KYC.

Se il KYC va a buon fine hanno la scusa per non pagare. Qui in Italia questa è truffa .

Thank you very much, Davide, for providing all the necessary information. I will now transfer your complaint to my colleague Martin (martin.d@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.  

Thanks a lot to you, I hope to receive a reply as soon as possible also from your colleague Martin, good job!

Grazie mille a te, spero di ricevere un riscontro il prima possibile anche dal tuo collega Martin, buon lavoro!

Hello Davide!

From now on, I will take care of your complaint. I would like to invite representatives of BitDice Casino into this complaint in order to help us with resolving the issue.

Thank you very much Martin, I hope you have contacted the casino representatives, in order to have an answer as soon as possible.

For their part, I continue to have no more news.

Thanks for your work

Grazie mille Martin, spero che tu hai contattato i rappresentanti del casinó, in modo da avere una risposta nel più breve tempo possibile.

Io da parte loro, continuo a non avere più notizie.

Grazie per il vostro lavoro

Hello everyone

Mike from BitDice team

David I need to take time to check this case with my colleagues. For now I can assure that Evolution games are restricted for players from Italy.

Regarding KYC, we only perform KYC procedures for amounts that are 10 000$ and higher which are stated in our T&C.

Regards

Mike

not my problem!

all the providers in which it is not allowed to play in Italy, on your site, are blocked and it is not even possible to access them, as I have shown. By the way, in all the casinos I have played in, Evolution Gaming has always been available and I have never had any problems!

Either way, you made me play, lose, win and withdraw at live Monopoly, now take your responsibility.

Incidentally in chat, Shan, your employee, told me that you are responsible for my payment and I have proof!

I'm sure Casinoguru agrees with me.

non è un problema mio!

tutti i provider in cui non è permesso giocare  in Italia, nel vostro sito, sono bloccati e non è possibile neanche accedervi, come ho dimostrato. Tra l’altro, in tutti i casino in cui ho giocato, Evolution Gaming è stato sempre disponibile e non ho mai avuto nessuno problema! 

Ad ogni modo, mi hai fatto giocare, perdere, vincere e prelevare al Monopoly live, adesso assumiti le tue responsabilità.

Tra l’altro in chat, Shan, il vostro dipendente, mi ha detto che siete responsabili del mio pagamento e ho le prove!

Sono sicuro che Casinoguru è d’accordo con me.

Anyway… do you have to take your time ??? I've been waiting for my win for weeks! And it's unfortunate to see these things from a reputable casino !!

Ad ogni modo… devi prenderti del tempo??? Sono settimane che aspetto la mia vincita! Ed è spiacevole vedere queste cose da un casino con alta reputazione!!

And I forgot, a fundamental thing!

First you request all my sensitive data through KYC, for my $ 10,000 win, and then tell me you won't pay me?

E dimenticavo, una cosa fondamentale!

Prima richiedi tutti i miei dati sensibili tramite il KYC, per la mia vincita di 10000$, e successivamente mi dici che non me la pagherai?

Dear Mike and BitDice Casino,

Thank you for your answer, we will be waiting for your response. Please note, we'd like to know how it was possible for player to access the game and how it was exactly with the decision of the payment.

It would be good, Martin dear, for CasinoGuru to take a stand on this case!

Sarebbe bene, caro Martin, che CasinoGuru prenda una posizione riguardo questo caso!

I'm losing my patience!

In chat on their site they keep making fun of me, saying everything and the opposite of everything! By e-mail they no longer respond since I opened the complaint, and here they take too much time!

I have come from years of losses and you will not be able to block my first big win unfairly! I'll do whatever it takes! If you are not interested in losing points on Casinoguru, I will open complaints on complaints everywhere and call the game license if necessary!

Sto perdendo la pazienza!

In chat nel loro sito continuano a prendermi in giro, dicendo tutto e il contrario di tutto! Tramite e-mail non rispondono più da quando ho aperto il reclamo, e qui prendono troppo tempo!

Vengo da anni di perdite e non riuscirete a bloccare la mia prima grande vincita ingiustamente! Farò tutto il necessario! Se perdere punti su Casinoguru non vi interessa, aprirò reclami su reclami ovunque e chiamerò la licenza di gioco se necessario!

What's up, MIKE ???

We haven't heard from you again for another week!

You seem to be avoiding my complaint and are still taking your time.

My patience is over.

Che succede, MIKE???

Non abbiamo di nuovo tue notizie da un’altra settimana!

Sembra che stiate evitando il mio reclamo e prendete ancora tempo.

La mia pazienza è finita.

Hello Davide!

Please note, that we are currently amidst a discussion with Mike outside of this complaint and once there will be any result, we will be informing you directly here in the complaint.

How come, Martin?

I would like to solve my problem in the open, like all other complaints.

I don't understand the meaning.

Come mai, Martin?

Vorrei risolvere il mio problema alla luce del sole, come tutti gli altri reclami.

Non capisco il senso.

Dear Team @CasinoGuru,

I'm really tired of waiting for my legitimate winnings, these things shouldn't even happen.

I don't know if for Evolution, Italy is really blocked on their site, but in any case, in all blocked providers it is not possible to access while on Evolution Gaming it is; I was allowed to lose and withdraw and, in all similar claims, the casino was indebted to the player.

Now that I am aware (if it is really true) that Evolution is blocked in Italy I will not use it anymore! But you Bitdice should block it if they don't offer their services in my country! as for all other providers where it is not allowed to play from Italy.

Caro Team @CasinoGuru,

sono davvero stanco di aspettare per le mie vincite legittime, queste cose neanche dovrebbero accadere.

Non so se per Evolution, l’Italia è davvero bloccata nel loro sito, ma ad ogni modo, in tutti i provider bloccati non è possibile accedere mentre su Evolution Gaming sì; mi è stato permesso di perdere e prelevare e, in tutti i reclami simili, il casino è stato debitore nei confronti del giocatore.

Adesso che sono a conoscenza (se è realmente vero) che Evolution è bloccato in italia non lo userò più! Ma voi Bitdice dovreste bloccarlo se non offrire i loro servizi nel mio paese! come per tutti gli altri provider in cui non è permesso giocare dall’Italia.

Hi Davide

We provided everything to the CG team, please wait for the final decision.

So far, our view on the situation has not changed: Evolution games are restricted to IT players as it stated in our ToS, your winnings got voided because we perform KYC only on amounts starting from 10 000$ and higher.

For me, you could change your terms and conditions the day after I won! The last update in a file that is not even signed and stamped and dates back to April 2021!

Why is it that in ALL the blocked providers it is not possible to play neither with money nor in the demo, while I can access ALL the EVOLUTION games ???

It is legitimate! okay if the player wins a little or loses a lot, everything is ok, but if he wins a lot you don't pay him, of course everything is regular! 😡😡😡

I invite Martin, Petronela and all the Casino Guru team to evaluate the case well and contact me for any additional information, thank you very much.

Per me, tu hai potuto cambiare i tuoi termini e condizioni, il giorno dopo che ho vinto! L’ultimo aggiornamento in un file che non è neanche firmato e timbrato e risale ad Aprile 2021!

Perché mai in TUTTI i provider bloccati non si può giocare ne con soldi ne alla demo, mentre posso accedere a TUTTI i giochi di EVOLUTION???

È legittimo! okay se il giocatore vince poco o perde tanto, è tutto ok, ma se vince molto non lo paghi, certo è tutto regolare!😡😡😡

Invito Martin, Petronela e tutto il team di Casino Guru a valutare bene il caso e contattarmi per qualsiasi informazione aggiuntiva, grazie mille.

Dear Davide,

Please accept my apologies for a delayed response. However, your complaint was not ignored, in fact we are still examining all the variables in this situation. We have asked BitDice Casino representatives to provide us more information necessary to make any conclusion.

Good morning,

I would like to ask the representatives of BitDice Casino to cooperate and to send all other requested information to Martin, as soon as possible.

And as I have already shared with the CG Team via email, take a look at paragraph 5 of CasinoGuru's Fair Gambling Codex.

I look forward to further developments, thank you very much Martin.

Buongiorno, 

vorrei chiedere ai rappresentanti di BitDice Casino di collaborare e a mandare tutte le altre informazioni richieste a Martin, il prima possibile. 

E come ho già condiviso con il CG Team via mail, dai un’occhiata al paragrafo 5 del Fair Gambling Codex di CasinoGuru. 

Resto in attesa di ulteriori sviluppi, grazie mille Martin.

Dear Davide,

I'd like to inform you that we are still waiting for some information to be provided by the game provider. This kind of information usually takes some time, therefore we appreciate your patience a lot. Once we will get hold of all the necessary information I will be informing you here.

Hello everyone

Sorry for such a delay, we waited for required information from our provider.

We waiting on CG team decision now.

Good evening,

there is an update: I haven't tried to log into my Bitdice account in a couple of weeks.

I have already tried several times, but entering my data the site does not go on and remains blocked at login.

Buonasera,

c’è un aggiornamento: non provavo ad accedere al mio account Bitdice da un paio di settimane.

Ho provato già diverse volte, ma inserendo i miei dati il sito non va avanti e resta bloccato al login.

Maybe it was a server problem, sorry.

I was able to log into my account today.

Forse era un problema del server, scusate.

Oggi sono riuscito ad accedere al mio account.

Dear Davide,

I can confirm that we have received some information from the casino's end. In order to make a decision we will have to further discuss this case internally tomorrow and I will inform you about our decision as soon as possible.

Dear BitDice Casino,

After gathering all the necessary information from both sides and numerous internal discussions, I'd like to present our position on this case.

Firstly, the player was able to play the game which was supposed to be restricted for him in the past and he was also able to receive his winnings successfully. Only after the threshold of the withdrawal amount triggered the verification checks, it was discovered, that he was not supposed to play the game from this particular provider. It is safe to assume, that the player was led to believe that there is no issue with playing such game.

Secondly, we were informed by you about concerns regarding usage of a VPN service during the player's session, we strongly believe it was not the case. Main reasons for our conclusion of this fact are insufficient evidence and the fact that the player was able to provide us with a proof, that he is still able to access the supposedly restricted game from his Italian IP address, without using any VPN to this day. This was in contradiction to games from other providers which were restricted for him, as they should be.

Lastly, the player's gameplay choice did not even bring him any unfair advantage to the table and we are convinced that his winnings were made in good faith, before he was confronted with the fact, that this game was supposed to be restricted for him to play.

With all these points stated, we sincerely believe that a fair resolution in this case would be for player to receive his winnings. Our conclusion was made also in accordance with our Fair Gambling Codex, where you can read in detail our recommendations for casinos, which are also relevant in this particular case.

I have also proposed a joint call to both sides involved, in case any clarification would be needed to support the successful resolution of this case.

Hello everyone

Mike from the BitDice team here.

First of all, apologies for such a long time this case took us to resolve, we needed time to discuss everything before we could make a final decision. Thank you CG team for helping us with the case.

Davide, we agree with CG's decision and you can now make withdrawal requests via your account, according to our withdrawal limits stated in our T&C.

Okay .. but my account is still at 0 LTC.

D’accordo.. ma il mio account è ancora a 0 LTC.

I'm still waiting…

So, in the future, I won't be able to play Evolution gaming via your site, is that correct?

Sto ancora aspettando…

Dunque, in futuro, non potrò giocare ad Evolution gaming tramite il vostro sito, è corretto?

Correct, Evolution games are not available for players from Italy

Ok, I wait for my LTC 100.1243 in my account and I will withdraw according to your terms and conditions.

Ok, aspetto i miei 100.1243 LTC nel mio account e preleverò secondo i vostri termini e condizioni.

Dear Davide,

As we can see, BitDice Casino has agreed with us on the resolution of this case. I sincerely believe, that the balance you are awaiting will be reflected in your account soon and you will be able to process the withdrawal. Please, let us know once you will proceed with the transaction.

Until now, I have not received anything.

Bitdice does not answer me and the customer service in chat keeps telling me that the Finance team will take care of the same day, for 2 days.

Fino ad ora, non ho ricevuto nulla.

Bitdice non mi risponde e il servizio clienti in chat mi continua a dire che il team Finance provvederà in giornata, da 2 giorni.

The situation has not changed yet.

La situazione non è ancora cambiata.

I have finally received my first withdrawal, in accordance with BD's limits. Through customer service, I have been informed that I will receive my winnings in installments on my BD account, once a week, which I can withdraw.

Thanks again to Martin, Matej, Petronela and all the CasinoGuru staff for all the support; However, I ask the courtesy to leave this claim open, for at least another three weeks, until I have successfully withdrawn the majority of my winnings.

Ho finalmente ricevuto il primo prelievo, in accordo con i limiti di BD. Tramite il servizio clienti, mi è stato comunicato che riceverò le mie vincite a rate sul mio BD account, una volta la settimana, che potrò prelevare.

Grazie ancora di cuore a Martin, Matej, Petronela e tutto lo staff di CasinoGuru per tutto il supporto; chiedo però la cortesia di lasciare questo reclamo aperto, per almeno ancora circa tre settimane, finché non avrò prelevato con successo la maggior parte delle mie vincite. 

Hello Davide,

Thank you for sharing the good news with us. We have been also informed about the casino's withdrawal policy in this case. Please note, that we will not be able to keep this complaint opened for another 3 weeks. Since the casino is fulfilling their words about the payments and are already complying with the resolution of this case, we do not anticipate any negative scenario and we do consider the issue as resolved.

Should you experience any issues with the following withdrawals, please let us know and we will be able to reopen the complaint once again, but I sincerely hope that everything will go well.

As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.