Primedice is ignoring my support request after communication, it's been 12 days.

[UploadDOT]

Update: Finally got my bitcoin back, less than 24 hours after posting to Bitcointalk.

Lesson learned guys, next time you have a problem with primedice just come to bitcointalk. Up to 1300% faster customer support.

Primedice is ignoring support requests.

My initial email was 12 days ago:

Hello,

I have lost access to my new account xxxx,

I signed up during midnight and played a few games after depositing 0.1btc with the following information:

Sent to XXXXXXXXXXXXXXXXXXXXXXXX
txid XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX

I have over 0.3btc in my account, used XXXX web browser.

I hope this is information is specific enough for you, i do not remember setting a password for the account which may be the cause for being locked out, which happened during my browser update.

Will you send me a new password please,

Thank you.

3 Days later, they responded with:

Hey,

I'm going to need you to prove to me you are the account holder. In order to do this you will need to perform a self send transaction from an address you used to deposit with.

Please send 0.0000023 BTC to  XXXXXXXXXXXXXXX the address XXXXXXXXXXXXXXXXXXXXXXXXXXXXX

After you've done that please reply to this email with the relevant TXID.

You can alternatively sign a message from the above address

Regards,
Edward

So i responded with

Hello Edward,

I sent the bitcoin using my localbitcoins.com account. So i don't see a possible method of replicating a transaction originating from the same address.

Isn't there any other method, is the information i provided you not sufficient enough?

6 Days ago they responded with:

Hey,

As you are unable to sign a message using an address you deposited with, I'm going to need you to verify you are the owner of the account.

Could you supply me with the following information:

 - What country did you most recently log into your PrimeDice account from?
 - What state/region did you most recently log into your PrimeDice account from?
 - What ISP did you most recently log into your PrimeDice account using?
 - When did you lost login to your PrimeDice account?

Sorry for the questions, but our users security is important to us.

Regards,
Edward

So i responded with all information i could provide, my isp, web browser, deposit amount and how much i won. how long i played for before losing my session and not being able to log in again.


It has been over a WEEK then. They are ignoring me, no other explanation. Why do i have to call them out on Bitcointalk?

What is going on, they surely do not need my 0.3+btc but it gives no excuse to provide such a bad customer support service. This is unacceptable, i deserve at least an explanation.

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[ajareselde]

Yes, it's bad customer service to say the least, but only if your story checks out, which they have no way of verifying.
Like every bitcoin related service, they also deal with scam attempts on a daily basis, and its hard to distinguish valid from false claims without evidence.
Put yourself in their shoes, and find a way to prove beyond a reasonable doubt how that really is your account, and im sure the issue will be resolved, they certainly don't seek to scam you for your 0.3BTC
If you indeed have provided them with all info they asked, its quite possible that they are waiting to see will there be any more claims regarding that account, and are monitoring the account activity/inactivity.

It wouldnt hurt if you PM'ed Stunna(owner) here : https://bitcointalk.org/index.php?action=pm;sa=send;u=81292

cheers and hope u get your account back.

[Stunna]

My apology for the delay & lack of professionalism. You didn't provide enough information to verify ownership of this account as you were unable to sign addresses. However, given the information you provided I can send the equivalent balance to a new account for you. Please email us back with your new username. We get at least a dozen emails a day from users claiming to be other users and we often lose sight of emails such as yours where the account-holder is not able to provide very strong proof.

I strongly recommend setting a password, email and backup bitcoin address under profile of your new account so we can quickly & securely help you recover your account in the future.

[shulio]

My apology for the delay & lack of professionalism. You didn't provide enough information to verify ownership of this account as you were unable to sign addresses. However, given the information you provided I can send the equivalent balance to a new account for you. Please email us back with your new username. We get at least a dozen emails a day from users claiming to be other users and we often lose sight of emails such as yours where the account-holder is not able to provide very strong proof.

I strongly recommend setting a password, email and backup bitcoin address under profile of your new account so we can quickly & securely help you recover your account in the future.

Stunna, doesnt that every account in PD got its own unique deposit address ? and of course only those who could login into the account will know what the address is, so if someone know what the deposit address of that account it, I think that is a solid proof that he own that account

[S4VV4S]

My apology for the delay & lack of professionalism. You didn't provide enough information to verify ownership of this account as you were unable to sign addresses. However, given the information you provided I can send the equivalent balance to a new account for you. Please email us back with your new username. We get at least a dozen emails a day from users claiming to be other users and we often lose sight of emails such as yours where the account-holder is not able to provide very strong proof.

I strongly recommend setting a password, email and backup bitcoin address under profile of your new account so we can quickly & securely help you recover your account in the future.

Stunna, doesnt that every account in PD got its own unique deposit address ? and of course only those who could login into the account will know what the address is, so if someone know what the deposit address of that account it, I think that is a solid proof that he own that account

Yeah, that is actually a good - valid point.
He should be the only one that knows that deposit address and txid.

[LiQuidx]

My apology for the delay & lack of professionalism. You didn't provide enough information to verify ownership of this account as you were unable to sign addresses. However, given the information you provided I can send the equivalent balance to a new account for you. Please email us back with your new username. We get at least a dozen emails a day from users claiming to be other users and we often lose sight of emails such as yours where the account-holder is not able to provide very strong proof.

I strongly recommend setting a password, email and backup bitcoin address under profile of your new account so we can quickly & securely help you recover your account in the future.

Stunna, doesnt that every account in PD got its own unique deposit address ? and of course only those who could login into the account will know what the address is, so if someone know what the deposit address of that account it, I think that is a solid proof that he own that account

Yeah, that is actually a good - valid point.
He should be the only one that knows that deposit address and txid.

Deposit Address changes from time to time so that wouldn't be a solution i guess..

[shulio]

My apology for the delay & lack of professionalism. You didn't provide enough information to verify ownership of this account as you were unable to sign addresses. However, given the information you provided I can send the equivalent balance to a new account for you. Please email us back with your new username. We get at least a dozen emails a day from users claiming to be other users and we often lose sight of emails such as yours where the account-holder is not able to provide very strong proof.

I strongly recommend setting a password, email and backup bitcoin address under profile of your new account so we can quickly & securely help you recover your account in the future.

Stunna, doesnt that every account in PD got its own unique deposit address ? and of course only those who could login into the account will know what the address is, so if someone know what the deposit address of that account it, I think that is a solid proof that he own that account

Yeah, that is actually a good - valid point.
He should be the only one that knows that deposit address and txid.

Deposit Address changes from time to time so that wouldn't be a solution i guess..

Not really, although the deposit address has changed not too long ago but my point is that if you could know the deposit address than that means that you are able to logging into the account and owned the account isnt it?

[LiQuidx]

My apology for the delay & lack of professionalism. You didn't provide enough information to verify ownership of this account as you were unable to sign addresses. However, given the information you provided I can send the equivalent balance to a new account for you. Please email us back with your new username. We get at least a dozen emails a day from users claiming to be other users and we often lose sight of emails such as yours where the account-holder is not able to provide very strong proof.

I strongly recommend setting a password, email and backup bitcoin address under profile of your new account so we can quickly & securely help you recover your account in the future.

Stunna, doesnt that every account in PD got its own unique deposit address ? and of course only those who could login into the account will know what the address is, so if someone know what the deposit address of that account it, I think that is a solid proof that he own that account

Yeah, that is actually a good - valid point.
He should be the only one that knows that deposit address and txid.

Deposit Address changes from time to time so that wouldn't be a solution i guess..

Not really, although the deposit address has changed not too long ago but my point is that if you could know the deposit address than that means that you are able to logging into the account and owned the account isnt it?

At times people are posting their txids in they chat when the depo.. That could be exploited if that was the case.

[shulio]

My apology for the delay & lack of professionalism. You didn't provide enough information to verify ownership of this account as you were unable to sign addresses. However, given the information you provided I can send the equivalent balance to a new account for you. Please email us back with your new username. We get at least a dozen emails a day from users claiming to be other users and we often lose sight of emails such as yours where the account-holder is not able to provide very strong proof.

I strongly recommend setting a password, email and backup bitcoin address under profile of your new account so we can quickly & securely help you recover your account in the future.

Stunna, doesnt that every account in PD got its own unique deposit address ? and of course only those who could login into the account will know what the address is, so if someone know what the deposit address of that account it, I think that is a solid proof that he own that account

Yeah, that is actually a good - valid point.
He should be the only one that knows that deposit address and txid.

Deposit Address changes from time to time so that wouldn't be a solution i guess..

Not really, although the deposit address has changed not too long ago but my point is that if you could know the deposit address than that means that you are able to logging into the account and owned the account isnt it?

At times people are posting their txids in they chat when the depo.. That could be exploited if that was the case.

Yes it could be , but what if he kept if for himself and Stunna/Edward only receive 1 support email regarding the deposit to that address? that will means that he is the actual owner of the account. If there is multiple people who claim to have the same address than this method could not be apply

[UploadDOT]

My apology for the delay & lack of professionalism. You didn't provide enough information to verify ownership of this account as you were unable to sign addresses. However, given the information you provided I can send the equivalent balance to a new account for you. Please email us back with your new username. We get at least a dozen emails a day from users claiming to be other users and we often lose sight of emails such as yours where the account-holder is not able to provide very strong proof.

I strongly recommend setting a password, email and backup bitcoin address under profile of your new account so we can quickly & securely help you recover your account in the future.

I was unable to sign an address because i sent the coins from localbitcoins, i'm sure a majority of your users send coins from addresses that they have no control over.

I provided really detailed information, such as how long i was logged in, no one accessed my account since and provided my browser information and deposit address transaction id and a screenshot of my localbitcoins account which had the same username of my primedice account. The username is also public and has 100's of feedback.

Anyway thank you for coming to a resolution, after "forgetting" about me.

Hey,

Sorry for the delays, we receive bulk amounts of email, many in different languages and every now and then a work in progress gets lost, and unfortunately that was yours.  If you make a new account for security purposes I can transfer your full balance over to it.

Thanks,
PrimeDice

Looking forward to seeing my balance show up on my new account.

[boopy265420]

My apology for the delay & lack of professionalism. You didn't provide enough information to verify ownership of this account as you were unable to sign addresses. However, given the information you provided I can send the equivalent balance to a new account for you. Please email us back with your new username. We get at least a dozen emails a day from users claiming to be other users and we often lose sight of emails such as yours where the account-holder is not able to provide very strong proof.

I strongly recommend setting a password, email and backup bitcoin address under profile of your new account so we can quickly & securely help you recover your account in the future.

I was unable to sign an address because i sent the coins from localbitcoins, i'm sure a majority of your users send coins from addresses that they have no control over.

I provided really detailed information, such as how long i was logged in, no one accessed my account since and provided my browser information and deposit address transaction id and a screenshot of my localbitcoins account which had the same username of my primedice account. The username is also public and has 100's of feedback.

Anyway thank you for coming to a resolution, after "forgetting" about me.

Hey,

Sorry for the delays, we receive bulk amounts of email, many in different languages and every now and then a work in progress gets lost, and unfortunately that was yours.  If you make a new account for security purposes I can transfer your full balance over to it.

Thanks,
PrimeDice

Looking forward to seeing my balance show up on my new account.

After Stunna's statement this should be finished. PrimeDice needs to show more professionalism and quick and effective customer support in future to avoid such miss understandings. The bitcoin deposit address should be permanent at least for a certain period for active players for players to not have problems in future.

[adaseb]

Yes I had issues like this also. Moral of the story is to never lose your username or password or email because admins are very scared to give access to someone who might be a fake or a theif, even if its a small amount.

[twister]

Yes I had issues like this also. Moral of the story is to never lose your username or password or email because admins are very scared to give access to someone who might be a fake or a theif, even if its a small amount.

That and it is always advised to never send coins to an exchange/casino/shopping-site from another exchange or from any wallet of which you cannot provide proof that you own the wallet by signing the address from it.

[newcripto]

Yes I had issues like this also. Moral of the story is to never lose your username or password or email because admins are very scared to give access to someone who might be a fake or a theif, even if its a small amount.

That and it is always advised to never send coins to an exchange/casino/shopping-site from another exchange or from any wallet of which you cannot provide proof that you own the wallet by signing the address from it.

hopefully in future this will not repeat.PD is my favorite dice site. Little bit delays happens sometimes but this is big error. PD you need to hire more people to run the c/support around the clock. I am you will get your balance back soon.

[UploadDOT]

My apology for the delay & lack of professionalism. You didn't provide enough information to verify ownership of this account as you were unable to sign addresses. However, given the information you provided I can send the equivalent balance to a new account for you. Please email us back with your new username. We get at least a dozen emails a day from users claiming to be other users and we often lose sight of emails such as yours where the account-holder is not able to provide very strong proof.

I strongly recommend setting a password, email and backup bitcoin address under profile of your new account so we can quickly & securely help you recover your account in the future.

I was unable to sign an address because i sent the coins from localbitcoins, i'm sure a majority of your users send coins from addresses that they have no control over.

I provided really detailed information, such as how long i was logged in, no one accessed my account since and provided my browser information and deposit address transaction id and a screenshot of my localbitcoins account which had the same username of my primedice account. The username is also public and has 100's of feedback.

Anyway thank you for coming to a resolution, after "forgetting" about me.

Hey,

Sorry for the delays, we receive bulk amounts of email, many in different languages and every now and then a work in progress gets lost, and unfortunately that was yours.  If you make a new account for security purposes I can transfer your full balance over to it.

Thanks,
PrimeDice

Looking forward to seeing my balance show up on my new account.

After Stunna's statement this should be finished. PrimeDice needs to show more professionalism and quick and effective customer support in future to avoid such miss understandings. The bitcoin deposit address should be permanent at least for a certain period for active players for players to not have problems in future.

I'm just umm.. eagerly waiting for the funds to show up on my new account. Let's see if they forget about me again.

[umairsaleem]

Posting here is always the best way to solve your problem, always.

[zzaza]

Posting here is always the best way to solve your problem, always.

Probably, but spamming bitcointalk wouldn't be so good Eventually everyone gets an answer, and im sure they can also PM Stunna here at bitcointalk before publishing a whole thread. You should understand, that there are many scammers trying to get accounts from others, so they have to be cautious. Im glad it finally got sorted out.

[boopy265420]

Posting here is always the best way to solve your problem, always.

Probably, but spamming bitcointalk wouldn't be so good Eventually everyone gets an answer, and im sure they can also PM Stunna here at bitcointalk before publishing a whole thread. You should understand, that there are many scammers trying to get accounts from others, so they have to be cautious. Im glad it finally got sorted out.

What is good is this he got paid finally but there is another aspect of this thread which is not positive. I think every responsible user should try to resolve problem through back door even on bitcointalk if not then should start thread at least against some well known and well reputed sites. You should lock this thread now as case is resolved.

[vennali]

Stunna, doesnt that every account in PD got its own unique deposit address ? and of course only those who could login into the account will know what the address is, so if someone know what the deposit address of that account it, I think that is a solid proof that he own that account

Even though PD has its own deposit address for each account, most of the people who deposit, have their addresses used on bitcointalk. Due to the transparency of bitcoin, someone could be following the transactions on your address, and figure out the deposit address, and can just email the support as an imposter.

[MICRO]

My apology for the delay & lack of professionalism. You didn't provide enough information to verify ownership of this account as you were unable to sign addresses. However, given the information you provided I can send the equivalent balance to a new account for you. Please email us back with your new username. We get at least a dozen emails a day from users claiming to be other users and we often lose sight of emails such as yours where the account-holder is not able to provide very strong proof.

I strongly recommend setting a password, email and backup bitcoin address under profile of your new account so we can quickly & securely help you recover your account in the future.

Stunna, doesnt that every account in PD got its own unique deposit address ? and of course only those who could login into the account will know what the address is, so if someone know what the deposit address of that account it, I think that is a solid proof that he own that account

Users often share theirs deposit address with other players. Like if want to get into ur account i will ask u "hey mate give me ur deposit addy i will send 0.01 to u" . And what would u do ? U would probably give me ur depo addy and with it i should be able to prove that ur account is mine ? I dont think so .