Bitcoin Forum

PlayBitcoinGames does not process my withdrawal nor does it answer support tickets

I made a withdrawal on Saturday the 10th until Wednesday August 14th of 0.02 btc, however I have not received any response regarding my withdrawal. I also sent a ticket on Sunday to date and they do not respond from customer service either.

Today I had to cancel the withdrawal but I played a little and I made two withdrawals again 0.015 btc from early morning until now they don't process either

https://bitcointalk.org/index.php?topic=1889843.msg64426943#msg64426943

I left a comment about it and it said that I should wait for them to do verifications but no casino takes more than 6 days, I have withdrawn from large online casinos and it only takes 3-4 days but that was too much waiting for time

Please I await a possible solution as soon as possible or there will be consequences here

The user who administers that site is https://bitcointalk.org/index.php?action=profile;u=548604

Proof

https://prnt.sc/qhwVZ_i6yjqx


 Account (#55256)

apart from the screenshot you shared, would you also mind sharing a screenshot of the conversation with their support?

I visited their thread and from the looks of it, they did say that withdrawals that are "+20mbtc, they need to take time to be sure all plays have been fair", which I assume could take a while.

anyway, just to be clear, you cancelled the pending withdrawal and then played a little and then initiated a withdrawal request again for 15mbtc? if so, you might need to wait for 24-48 hours for it to be approved.

I had to cancel my withdrawal because I wanted to play something

But I canceled after 5 days and it is still unprocessed.

Have you seen any casino that takes 5 days to withdraw $1000?

Now I have a pending withdrawal of almost $2000

That, my brother, is how you end up gambling all your winnings and losing it all in the end. If I was in your shoes, I would keep pushing them to work on my problem, but completely desist from gambling on their website until I get all my winnings.

Now imagine if you win a much bigger amount, if they are still not going to process your withdrawal anyway, they won't, and you will have risked your money for nothing. My advice is that just fight that urge to bet off your winnings if they haven't even let you withdraw the other money.

yes, I've seen cases before here in the forum where the gambler is complaining about their withdrawal getting delayed for a week but those cases usually have other reasons as to why the withdrawal is delayed. in your case, they mentioned that +20mbtc withdrawal could take some time because they need to check to make sure no foul play happened. anyway, just to be clear, I am not siding with them, I am just saying what the reason could be for the delay of your withdrawal.

Ok I'm going to try to control the profits and demand that they pay me

If you still don't pay me for that

I should label that casino as a scam and give that profile -1

Hello.

Our support replied to you several times and explained the situation, and due to suspicious activity (extremely improbable win probability, suspicious gaming patterns, and more...), and your newly created account, we unfortunately have to run additional security checks and limit any withdrawals from such accounts, until we have more time to investigate to ensure all winnings were gained legitimately and not part of some potential exploit.

We're an extremely small team, with currently very few resources to do comprehensive investigations in a quick/reasonable amount of time. So in such cases, unfortunately, they take a longer time. As part of risk management our support already let you know we can currently approve up to 2 mBTC cashout weekly (relative to your 2 mBTC overall deposits), until/if we can clear your account of suspicious activity, when we'd be able to pay everything in full in one batch.

In extreme cases, these checks can take weeks, and in extremely rare cases even months (depending on several contexts). The reason we're doing them is because we've been heavily burned in the past by similar activity, which ended up turning to be some user finding an exploit, and us only being able to find & prove the exploit after several months. And in the meantime, we've been approving cashouts to the player, overall in the amount of 1 BTC.

We're simply not a large enough casino with enough turnaround and a 24/7 security team ready to dive into technical analysis immediately when such cases appear.

Also, we can't go into too much detail, but there's additional suspicious activity related to your account (which usually surrounds these cases), such as:
- Constantly canceling and re-requesting cashouts
- New user making small deposits and consistently out-making huge relative wins, with improbable probabilities
- Suspicious bet & win patterns
- Constantly pressuring us publicly, even reaching out to some of our staff in various channels, trying to pressure us into acting hastily (you even contacted me on my PERSONAL Telegram account, which I don't use for work-related things and you had no consent from me to contact me there, yet I talked to you and explained the situation and tried to help you in any way I could)

Please note that some of the above might not be 100% related to you, but the sum of all activity is extremely suspicious, and we simply have to be extremely cautious in such situations. We simply have to make objective decisions in extreme cases, and take the time we need, as we are not a huge casino (though large casinos also catch & prevent/ban any suspicious users accurately way more often, so that is why smaller casinos are often targets of people who try to find exploits and pressure such casinos to act hastily).

If you've indeed done nothing wrong and played and won normally, we suggest that you simply follow instructions from our support and not try to complicate the matter further. i.e. request a cashout of 2mBTC weekly, which will be approved, until we can fully absolve you of any suspicion, which might take weeks. Continual threats, pressure/defamation will not help speed up that process, as that has always been a large part of any actual proven exploiters, and only complicates the process and makes us have to be even more careful in our checks.

Every user who played fairly has always been paid in our casinos and there is plenty of proof about those cases in our main topic here (and many exploiters have also been paid, because we acted hastily and not took enough time to investigate & eventually prove their exploitation and fix it). It might have taken some time (which we completely understand is annoying or even not-acceptable), but the reality of our situation simply does not allow us to resolve such complex cases in a quick manner.

Well, given the evidence from everyone and the witnesses, I will remain calm until I can receive the payments and I apologize if I have bothered you, but I am also worried.

Ok, I hope to receive my payment soon and that I have not done anything wrong.

Thanks for understanding, you've got nothing to worry about as we always pay to legit players, but given the circumstances we ask for some understanding as this likely will take a few weeks to get fully cleared, meanwhile just follow our support's instructions and you'll receive your money.

I waited 6 days for my withdrawals to be processed and now I just checked again and it was rejected

Try https://prnt.sc/eS_u-eDFuvWW

I want to know why?

have you contacted them again about it? if not, try contacting their support and ask why the withdrawal was rejected, because waiting for a response here on the thread from them could take some time. I'm curious what their reason for rejecting the withdrawal request. anyway, It would be nice if their representative could address and perhaps also explain why they rejected the withdrawal.

Please read my previous message again, especially this part:


In short, request a withdrawal for 2 mBTC and it will be approved.

Requested withdrawals of 2 mbtc

https://prnt.sc/81phLJ_-dvl6

Sometimes, processing a withdrawal in casinos can take a few days if the casino team suspects unusual game patterns or if you have earned a large profit from small deposit, especially if there are consistent winnings from a single game. However, in your case PlayBitcoinGames has already responded and provided an explanation so I don't understand the purpose of this topic while you are still waiting.

For now, you can withdraw 2 mBTC per week until the investigation is completed. I find this as a positive thing for this casino, as not every casino offers this option before the end of investigation.

All you need is patience now. If you want to withdraw your winnings and are sure that you haven't done anything wrong or violated the rules, it's best to stop gambling those profits, since, continuing to gamble increases the chances of losing your all winnings.

No, that's not what DomingoX6 said. You were told that you can withdraw up to 2 mBTC weekly while your account and gaming history is being investigated. That doesn't mean you can make 15 separate withdrawal requests, each one amounting 2 mBTC. You should only request 1 up to maximum of 2 mBTC.

It's a bit ambiguous and open to an interpretation, but I think what their representative said is not 2 mBTC weekly until investigation over. I think it's a rather poorly worded statement, where what they wanted to convey is that OP is allowed to withdraw his initial deposit, 2 mBTC, while the winnings are being scrutinized, and after he won, he can withdraw the rest.

Though the statement can also lean to 2 mBTC weekly, I think it'll rather be... pointless, if the purpose of the confiscation is to investigate. The amount OP had is, what? 15 mBTC? 2 mBTC weekly will get him all of his fund in about two months, regardless of the investigation result... that the representative themselves said might take weeks.

So if what their reprentative said is that OP allowed 2mBTC weekly, instead of 2 mBTC max, it'll be a race, either OP drained his account first or the casino verified his sessions.

I thought about that as well, but the part of the casino representative's post that confused me is "weekly." There is no need to mention weekly if the maximum amount that the player is allowed to withdraw until the investigation is over is 2 mBTC. They should have said, you are allowed to withdraw 2 mBTC until we have completed our investigation. Period. Adding weekly makes it seem that the player can withdraw 2 mBTC this week, another 2 next week, and so on. That would further mean that they could tap into their winnings and withdraw a part of that even before the casino finishes investigating. Like you said, it wouldn't make sense for the casino to allow that. @DomingoX6 please come back and explain this properly.

I am somewhat leaning strongly to a "mistype" [not in a sense of word-typo], rather adding a word that's not meant to be conveyed. Perhaps they drafted a reply, editing, adding, and removing, words and sentences, croschecking inter-department findings and progress [regardless how small their team is], validating a thing or two while they compose their post to ensure their post is up to date, accurate in reflecting the current situation, and in accordance with what the security team demanded, and ironically left out the "weekly" part.

And yes, I agree that the best way to get this cleared is by DomingoX6 to be kind enough to spare more time and come back to this thread to clarify the applicable rule for OP's withdrawal.

Update so far

No solution has been given regarding the "investigation" 1 week ago they suspended all withdrawals and told me only 2mbtc per week

Now I have a balance of 0.1 btc that I can't withdraw

I have sent a ticket to recover the password because when I registered they sent the password to spam and it was deleted due to time

I have sent some old tickets days ago and more than 15 days that they don't even respond to

You decide with respect to that

Now I don't even have access to the account

DomingoX6 told you that it might take several weeks to investigate the matter. Just be patient and let them check the validity of your betting history.
Your balance of 0.1 BTC doesn't matter at this time as the winnings are being investigated. 2 mBTC is 0.002 BTC. That's what you can withdraw for now according to the forum representative.

You never mentioned having problems accessing your account until now. Are you saying you can't log in any more or did you just forget the password you used when creating the account?

My apologies for the confusion. In summary, the user can withdraw up to 2 mBTC every week while we finish the investigation, so far he has withdrawn a total of 4 mBTC, and each week he can withdraw an additional 2 mBTC.




As we have already told you countless times, we are working on the case and you can continue to withdraw 2 mBTC every week while we finish, I doubt there is another casino where you can do something like this in these cases, but we opted for this solution in order not to hurt you so much. Withdrawals have not been suspended at any time, they are just limited.

On the other hand, you are submitting tons of tickets every day, which won't help speed up the process or solve your login problem. Submit one ticket and wait for a response from the support team, you're just slowing everything down and making it take longer for us to solve your problems. The support team can't spend all day answering all the tickets you submit, you're only hurting yourself.

Also, you keep contacting me on my personal Telegram, and although I have no obligation to answer you there, I have tried to talk to you and help you solve the problem faster, but you don't follow our advice and instructions and just keep pushing us to send the money as soon as possible. I would have no problem to keep helping you on Telegram, but my patience has a limit and I'm afraid you will lose that way of contacting me (which should never have been in the first place).

On top of that, we noticed that you have a long history of multi-accounting with us from several years ago, which is also suspicious (even on the investigation, I found a request from you on Google Hangouts from 2019 to contact me on my personal Google account, again without any consent from me).

All of that added to the constant pressure to withdraw the money as soon as possible only makes us more suspicious of you and makes the investigation process take more time, so I recommend you to be more patient and keep withdrawing 2 mBTC weekly, as even after all of this we are still offering you that option to withdraw the money.




To speed up the account creation process, when a user creates an account in our casino we send an email to the user with an automatically generated password, then the user can change this password whenever he wants in his account settings.

As I said before, this user has many multi-accounts on our site, so I guess he never bothered to change the password since he constantly discards accounts. I guess he ignored the email where he had his automatically generated password and never changed it, and the email went to his spam folder and was deleted after some time, so he lost access to his account for not saving/changing the password.

He can recover the password without any problem by submitting a ticket to support, but he has submitted tons of tickets and it only makes the process slower for him. He should submit a single ticket and wait for his case to be resolved and get access to his account again.

Said like this, your first paragraph, the first thing that crossed my mind was, "that looks more like an attempt of installment, not an investigation." But with your explanation on the paragraph that followed, I guess it can be argued that yes, there were very few, perhaps even none, casino that allows such leniency during investigation. Of course, assuming that this is indeed an investigation requested by your provider instead of an installment attempt.


If I may give my opinion and an input, this seems counterproductive. It doesn't speed up an account creation process, long-term speaking.

Yes, it safe some seconds when player signed up as they don't have to type their preferred password, perhaps 30 seconds, or let's say one minute, if the players are the kind that use a specialized password, customizing each password on each platform. But for those who prefer to stay long term, I guess they'll prefer to have "thisismypassword" instead of the "dmAr03caSJ" that's randomly generated and assigned to them. Thus, more likely than not, they'll need to open their email, retrieve the randomly generated password, paste them on your platform, request password reset, confirm through their email, then type their "thisismypassword" password as the new one. Seems like more hassle than a convenient process.

You might want to consider removing this option.

I understand what you are saying, but the truth is that we are a small team and we are not currently able to resolve these cases as quickly as we would like to.

We have had similar problems before, because this user and many other users before this one (or multi-accounts of this user) have a similar and suspicious playing pattern (among other things), so we have suspected for a while now that there could be some exploit in our games and we are still investigating as fast as we can, but we decided to give him the option to slowly withdraw his winnings in order not to harm him that much.

We know that this is annoying and time-consuming, but we are doing it for our sake and the sake of our legitimate users. We are an honest casino, we have had these problems before and we have always managed to resolve them in the best possible way, which there is plenty of evidence of in our main topic (https://bitcointalk.org/index.php?topic=1889843.0) on this forum.




We do it this way so that a new user can start playing as soon as possible, without having to go through the annoying registration processes that are necessary on many websites. This way, users who only play for a short time don't have to worry about their account if they don't come back to the site, and users who want to stay for longer only have to change their password or save the password we automatically created for them, and in both cases, users benefit from a quick and hassle-free registration.

But I understand your point of view and agree that this registration process has its advantages and disadvantages, so I thank you for your feedback and I will forward it to the team. But in any case, this user should just contact the support team and wait for a response to regain access to his account.

Pure curiosity, suppose OP managed to withdraw 10mBTC before you can finish your investigation and managed to learn that OP actually [let's assume for the sake of a narrative here] cheated the system, completely and entirely, through and through. You'll absorb the loss suffered from his withdrawal that he's not legally entitled to? Again, pure curiosity, I'm not scrutinizing or doubting you here.


This part I am strongly agree.

OP, throttle back a little on your ticket, if you can? And then throttle further back, and stop harrasing the representative's personal contact. You're kinda lucky that this casino seems to be a bit lenient, other casinos would kick you out just for harrasing their staffs and/or using bad language.

Correct, if that were the case and the user manages to withdraw the funds before we can prove an exploit, we are responsible for the loss incurred.

Then, wouldn't it be a better option to withheld players' fund altogether until the investigation concluded? Not only will it safeguard you from potential loss, it also would eradicate doubt that you're just trying to pay in installment by having "generously" let OP withdraw 2 mBTC weekly? Seems like a no-brainer to me.

In this case, that's what the team decided to do, they felt it was the fairest thing for both parties. This way, we have time to do the necessary investigations and the user can slowly withdraw his money, as we still do not have conclusive proof of the exploit that we have suspected for some time.

On the other hand, if we were to do as you suggest, the user has proven not to be patient enough to wait for the necessary investigations (even if he can withdraw 2 mBTC weekly), so I highly doubt he will wait patiently without being able to withdraw at least part of the money like now, and it would increase his harassment towards us.

Still, I understand your concern so I will forward your comments to the team, but it's not up to me what decision they make.

It's going to be interesting to read what you have discovered and whether or not you were right in holding and investigating the player's winnings. I can only agree with holydarkness on the point that it's very unusual for a casino to allow a player suspected of cheating or gaming the system to keep withdrawing their money, even in installments. Since you are a small team and small casino, paying out illegit winnings would hurt you more than a bigger casino with a higher turnover. 

If I were you, I would ignore the player's constant requests to hurry up and conclude the investigation. I also see no point in keeping in touch with a player who constantly bothers you in private. He has been told to wait until the investigation is completed and that's what he should do. There is no point in explaining the same thing over and over again.