RESOLVED: Betterdice casino, still no kyc verification

Hi, after some assistance. After depositing my own money  and winning at this casino, no bonus so no wagering, I am still having issues getting kyc verification, despite sending all required documents. And then further sending some more today, they seem to be very unresponsive to this and are doing everything possible to not do this. It is a substantial win, so any help regarding this would be great. I have had numerous emails from support and my apparent account manager Sara?

please can you assist with this matter?? 

Just to clarify it's BETTERDICE casino..

Hello Phillis79,

Could you please send me your casino username in PM inbox and we'll get in touch with the Casino Representative regarding your complaint.

Hello Phillis79,

Thanks for sending over your casino username. We've sent an email to the Casino Representative. We'll keep you updated.

Hello Phillis79,

We've received a reply from the casino. Here's what they replied:

"Hello dear Phillis79.

We apologize for the delayed communication.

We have checked our records and you have uploaded your documents on 24th of August, Monday.

Usually, the verification process takes 24 to 48 working hours, unless there is something stopping this process.

On Wednesday, you were contacted and advised that your process can not be completed, due to the fact that your profile details are missing. You have completed this and your verification process is initiated again. From this point, again, the verification process takes 24 to 48 working hours, unless there is something stopping this.

Now, we apologize that we were not able to complete this in a timely manner but, between summer vacations and our company being with a reduced number of employees, things do take a little bit more to get completed.

We have checked with our KYC and AML office and got the update that this will be sorted out with urgency."

Please let us know if you managed to complete the KYC procedure and receive your payment.

Morning, 

Casino have verified KYC. Contacted me last Thursday to arrange delivery of pre loaded MasterCard?? I enquired why not paid directly to credit card, said wasn't an option. Have messaged them today for an update on delivery. Will have to see but I'm skeptical

Hello Phillis79,

Thanks for letting us know! Please let us know when/ if you get your withdrawal.

The same thing happened to me.  They said my winnings could not be put onto my debit card I had deposited with and I then waited almost 2 week's for pre payment card.  When that arrived, the last 4 digits on the card did not correspond to the last 4 digits on the (I believe to be fake letter) that arrived with it!  Since then, I have been waiting almost 3 weeks for them to provide me with the "loading details"!!  They (I believe there are only 4 people at most involved in this so called company)! are just saying the same thing to me day in day out "waiting for loading slip" and have not responded to me since I informed them I have copied "Brian's"emails to show LCB if need be.  This behaviour should not be allowed! I think they think we will just give up but if you are like me, WE WON'T!

Hope like me, you get your winnings.

Hello Joecaff25,

We still haven't received a reply from the casino regarding your complaint. Please note that your complaint has a different thread on our forum and you can check if there are any updates on your case HERE.

Yes thank you Sydney.  I was just responding to Phylis' message.

Regards.

Hello Phillis79,

We've just received a reply from the casino. Here's what they say:

"This has been sorted, the player's withdrawal request is on final payout phase. "

Could you please confirm if/ when you receive your withdrawal.

Thanks for that, they are saying they have technical issues so payouts will be delayed, I've asked for clarification on the day it was sent out with tracking numbers. But nothing yet. 

seems like total bs. Guess I should kiss the 2.5k goodbye. 850 withdrawn. 1800 sat in account 

Hello Phillis79,

Please keep us updated on this case. We'll contact the casino again in case you don't receive your payment.

Thanks, hopefully it will be sorted 

Still nothing from the casino. Just excuses, will be emailed by end of day etc, apparently they payout via a pre loaded card.

they assure me I will be paid out and they they are genuine. But like I said sounds like bull shit to me!! 

Hello Phillis79,

Ok, thanks for letting us know. We're going to send them another reminder email. We'll keep you updated.

Hi Phylis

I have been waiting for my "pin code" from them for my pre-payment card for almost 3 weeks!  Not even sure if the pre-payment card is kosha???!!

Hello Phillis79,

Please let us know if you received your payment.

Thank you.

Nothing has been paid to me, no card has been sent, very little communication, just the usual excuses and promises I will get the money. I hope so it's nearly 4.5k, I've got 3700 waiting in the account and 810 which has been approved!! 

Hello Phillis79,

Ok, thanks for the update. We're going to send them another reminder email. Kee you posted.

This is the responses I'm getting all the time from them, assurances and guarantees about payment, telling me it's illegal for them not to pay, and be patient. 

Im sorry I understand you, but I am just a live chat agent I can only give you directions where to address your questions, I just want to let you know that there is absolutely no reason for you to be concerned as your status says that, you will get your money, just the situation with the virus is slowing things for us a lot and it is affecting our reputation unfortunately, it is not in our advantage for this to happen as well as it is unpleasant for you but its something we dont have control of. Please be patient and dont worry

Hello Phillis79,

The Casino Representative only advised us that your withdrawal was in the final phase. We've been sending them emails regarding your payment, but we still haven't received the exact date when you will be paid. We've noticed that cashouts are very slow at this casino. We have information on the review page for this brand that their cashout times are up to 7 business days, but we can see that this is much longer than that.

One of the players who also posted a complaint on our site has just advised us that he finally received his payment. It took almost 4 weeks for him to get his payment, so we'll consider adding some warning regarding slow payments for this brand.

We'll keep sending them emails regarding your payment and as soon as we get a reply from them, we'll let you know.

Ok thanks for that, hopefully I'll get something soon, I'm still waiting for this card to arrive.. 

Card has arrived, I'm sceptical to say the least, if cane from Israel?? 
It doesn't look genuine but hey ho we will see

Apparently now waiting for the loading slip??agoan more bs I believe

more delays. Now have a decent balance in there account and  the 810 that I have already requested. That is my money and they still assure me I will be paid. 

Hello Phillis79,

Thanks for letting us know. Please let us know if you managed to withdraw your money from that card.

Hi Sydney, 

Update for you.

i received my card and the loading card and to my amazement I managed to withdraw from an atm, so   Was very happy. I then set a withdrawl for £ 4000 yesterday, but it has been rejected. They sent it back to my balance which was £8100. Then I have just received this email. 

None of the no limit city games are blocked and I have significantly played them, some of the other providers are geo blocked but not those. 

it is obvious that they have done this due to the large amount of money I have won, and have now blocked my account. 

email below 

Brian here.

Your last withdraw request was rejected - reason is, You have used a game provider that

is not allowed for UK players; No Limit.

We have cancelled your winnings and leveled up your account to your initial deposit

of 100GBP.

Hello Phillis79.

Thanks for the update. So, how much money does the casino still owe you? Please let me know what's the outstanding amount which you haven't received and we are going to contact the Casino Representative.

I withdrew £750 from the card yesterday. 

My balance at the casino today was £8107 and they have just voided it and blocked my account, after I tried to process a withdrawl for £4000 yesterday, just came back with that email from Brian!! 

So to clarify they owe me £8107.

At no point could I not play on the games mentioned, I have played legitimately and not behind any vpn, certain providers are blocked to Uk but not no limit city or blueprint which it apparently states in their terms and conditions. 

the funny thing is the £750 they have just paid out to me was won playing no limit city games, so this just makes no sense. 

they are more than happy to take deposits, and bets but as soon as they realised how much money I was trying to withdraw they have found any way not to pay total sham. 

And they haven't levelled up my account just blocked me. 

Hello Phillis79,

Ok, thanks for the clarification. We've sent them an email and asked them to explain what happened here. Keep you posted.

Thanks, please fight this for me as that is a significant amount of money for me not to receive. 

It looks like they have blocked all Uk players from there site, can no longer access it. There goes all my winnings. 

Hello Phillis79, 

Hmm, that's not good. Thanks for letting us know. We're going to check what's going on there.

I've managed to get on to site via a vpn and have got screenshots of my transaction history,they have also reset my balance to £100, have you an email out can forward them too? 

Hello Phillis79,

Please send the screenshots to my private message inbox and I'll forward them to the Casino Representative.

Thanks for that, I've still got this payment card if by some small miracle you manage to get somewhere with them, then it could be still loaded. 
I would even take a lesser amount it meant I could get some of my winnings back!! 

Hello Phillis79,

Thanks for sending me the screenshots of your account. I'll send them to the Casino Representative and ask her to explain what's going on with your account and the outstanding payment. Keep you posted.

Hi Sydney, have you had a response regarding this yet? 

Kind Regards 

Phil

Hello Phillis79,

Here's the reply from BetterDice Casino Representative:

"The withdrawal that was legit was paid to him. The support staff send him an email informed him of this, from our side everything is done."

I have asked them to explain why the rest of your winnings were not legitimate. We'll keep you updated.

Thanks for the update, yes they paid out to me the 1st withdrawl, that I won on no limit city games so for me their reasons are not correct. Let's see what there comeback is.

Thanks for your assistance with this matter, really grateful,

Hi Sydney.  Any update with this. I did message support and BRIAN, saying that within my voided winnings I had won on other providers slots so would take £4000 from them as a last resort but I have heard nothing back, think that was a fair deal all round. I did offer them to come back with a counter offer but nothing.

Hello Phillis79,

No, we still haven't received a reply from the Casino Representative. We'll send them a reminder email.

Hello Phillis79,

We've received a reply from the Casino Representative. Here's what she says:

"Everything has been communicated to the player about the games that he played and the breach of T&C's that these games are not allowed in his location. He had already one win which was paid out to him and has nothing to do with the second withdrawal. For the first win, our finance office failed to do a detailed inspection on his gameplay as all of the payouts under 1000 euros are automatic process, however, due to substantial winnings, the team manually went through his gameplay and found the above. The player now has been given back the initial deposit in his account."

The Casino Representative confirmed that this is their final decision.

This is what their T&C's state about the No Limit City games for UK players:

1. Certain games may be unavailable in certain jurisdictions and or not allowed to play those games, as required by policies of game providers which may change from time to time. list of games/game provider you can find below:

4. Booming and Nolimit City games are not available in the United Kingdom.

Since this has been clearly stated in their T&C's, there's nothing more we can do to help you. Please make sure to always read T&C's carefully before playing at any casino.

We're now going to close this complaint and mark it resolved.

Ok, it's total bullshit, they should have a block on their site for these games, like other providers!! no one reads t's and c's as all casinos are the same, How do I go about getting my 100 deposit back that they say is in my account, when they have  blocked the site to UK Players.?

Hello Phillis79,

As we've already explained to you, it's also your own responsibility to check the casino T&C's before depositing money and start playing. On some online casinos, you'll see that games from software providers which are not available in your country are blocked, whilst on others, they won't be blocked, but T&C's state that these games are not allowed. Please always read T&C's carefully before making deposit at any casino.

We're going to check with the Casino Representative how they are going to refund your deposit.

I understand Sydney, but as a gesture of fairness they should at least pay out some of the winnings to me. This is not some £100 win it was £8000, and wasn't just won on no limit games. It's just whatever suits the casino obviously and the player always misses out. 

Hello Phillis79,

As we've already explained to you earlier, since this is written in their T&C's, there's nothing more we can do to help you:

1. Certain games may be unavailable in certain jurisdictions and or not allowed to play those games, as required by policies of game providers which may change from time to time. list of games/game provider you can find below:

4. Booming and Nolimit City games are not available in the United Kingdom.

There's no point to repeat the same thing over and over again since this is the casino's final decision.

The Casino Representative has just advised us that she would check how they will refund your deposit. We'll keep you updated on this.

Hello Phillis79,

The Casino Representative says that you need to to write to the casino support for "a refund request" and request your initial deposit of £100. After that, they will refund your deposit.