★★★ Bitcoin Video Casino ★★★ - ||| Over 500 BTC in Progressive Jackpots! |||

[BitcoinVideoPoker]

For some reason, we can't locate your request in our ticket system.
Can you please send it right now to support@bitcoinvideocasino.com?

I will review it right away and help you.
Thank you!

Looking forward to your email

Thanks, I've resent the email to support@bitcoinvideocasino.com instead of admin@

Sorry for the confusion.
Please send to admin@bitcoinvideocasino.com
It is connected to the support ticket system.

Looking for to receiving your ticket.

Thanks!

I've resent yet again to admin@.  If you still don't receive it I will copy to you in a pm.

Good, thanks

So I sent you the pm with all the details almost 2 hours ago.  Can you at least have the courtesy to tell me whether ot not it's been received, and that you are on the case?  The minute I sent it, you logged off of bitcointalk. 

So far I've sent 4 emails and a pm, and I still don't have confirmation that you've received my information let alone are working to resolve the issue. If you are away because you are working on it, then take 2 seconds and let me know so I'm not left hanging here. I've already wasted hours on this and I sort of feel like I'm being held hostage.

Thanks

Yes, we have received it and we are working on it right now.
Thank you!

[BitcoinVideoPoker]

PLEASE PROCESS CASHOUTS ON ALL YOUR SITES.
ITS HAPPENING AGAIN, NOT GETTING CASHOUT IN TIMELY MANNER.  IT'S BEEN ALMOST A DAY.

Hello, thank you for your message.
Please contact us admin@bitcoinvideocasino.com and we will proceed with the withdrawal right away.

Thank you

[rexxarofmoknathal]

Hello everyone!

We want to add a significant feature to our games, one of the first in the segment, and conduct a Customer Satisfaction Poll (Product Enhancement). We would like to get your opinion on whether you'd like to see real dealers live dealing cards for you.

So please vote on the top of this thread and help us make your favorite games portal even better!

Regards,
BitcoinVideoCasino

I think the voting/poll is great as you hear straight from your customers what it is they want and don't want but since there're only so few votes maybe is worth spending some more time fixing the advertisement maybe in different threads or sites even 

[snooprock]

This site is holding thousands of dollars of my money

Back on July 23rd, I'd been depositing and playing most of the day.  Then something strange happened, one of my deposits was never credited.  I've been playing at this site off and on for years now, and I've never had this happen before, where one of my deposits was not credited. 

So I've been trying to get this deposit returned to me, and it's like pulling teeth.  I've sent numerous emails, private messages ect.. And I still don't have my funds back in hand. It's been 4 days now. 

I try to be reasonable. But I am really sick of wasting time on this.  It should be very easy for them to confirm everything is exactly like I'm telling them, and to return the missing funds back to me.  But that has not happened, and their communication stinks.  They have a responsibility to their players to handle issues that might arise in a timely manner, but they are not and it seems like they are very cavalier about the whole thing.

What I'm most annoyed about this mess is that because they are holding my funds hostage, I can't sit on the sidelines in USDT like I normally do when it's very clear that Bitcoin is in a down trend. So aside from having to waste hours chasing down MY FUNDS, they are also costing me money on top of it all.

I will also mention that they are annoying one of their biggest and most avid players.  I hold all of the recent video poker scores on their big wins page and have screenshots and videos of numerous big scores and heavy play over the years. So if my funds aren't returned very soon, you guys will not see anymore action from me.     

To be clear, this site has always paid me every single penny I've won over the years.  So I'm not saying they are stealing my funds or anything.  I just want them to have a little more urgency when players have issues, and to get better at resolving those issues in a timely manner.  It's been 3 days since I've heard from you via the private message, and that is unacceptable.

It should be very easy for you to look at the logs, confirm my deposit was never credited and proceed to return those funds to me.  If you need the developer to figure out how and why this happened, then do that on your time.  It's not fair to make me wait on MY FUNDS because your system has bugs or is unreliable. This is my money, not yours.  And it should be a priority to return those funds to me as soon as possible.  I mean give me a break, you have maybe 10 players tops during peak hours.  So either you guys are out fishing and not treating this as a real business, or you simply don't take this issue seriously.  Either should give players pause.   

I'm posting this publicly because that seems to be the only way to get any movement on this issue. And other players deserve to know what to expect from support if problems do arise.

[robjobs]

Are they finally exit scamming? I find that this site is unique in their own right that they do not additionally have more than at 10 players at once.

I've been skeptical about this site but I also haven't gambled on it, and I am a little displeased that I missed out on their 'glory' times when they were most active.


I hope to see this site reevaluate itself, and start to focus on customer service, and withdrawing times, because I do like this site most out of many.

[snooprock]

Are they finally exit scamming? I find that this site is unique in their own right that they do not additionally have more than at 10 players at once.

I've been skeptical about this site but I also haven't gambled on it, and I am a little displeased that I missed out on their 'glory' times when they were most active.


I hope to see this site reevaluate itself, and start to focus on customer service, and withdrawing times, because I do like this site most out of many.

No, I don't think they are exit scamming at all.  They've processed a couple decent size withdrawals instantly for me over the past month or so.  I just think there is no one steering the ship, and that most of their business is setup via automation while they are out relaxing and enjoying the fruits of their success.   So when there are issues, we are at their mercy to come back to shore and handle business in a timely manner.  

It's not how I'd run the business if it were me.  And it's likely going to be the nail in their coffin if they don't get their act together.  

[ganonx]

This site is holding thousands of dollars of my money

Back on July 23rd, I'd been depositing and playing most of the day.  Then something strange happened, one of my deposits was never credited.  I've been playing at this site off and on for years now, and I've never had this happen before, where one of my deposits was not credited. 

So I've been trying to get this deposit returned to me, and it's like pulling teeth. 

Based on the price of BTC (according to preev) on July 23 vs today, the price of BTC has dropped over 8%.

Is it safe to assume bitcoinvideocasino has no staff or support on  weekends?

[snooprock]

Update:  Funds Have Been Returned

Funds have been returned, the matter is closed.

[tbct_mt2]

Update:  Funds Have Been Returned

Funds have been returned, the matter is closed.

Good to know that already solved. Bitcoin Video Casino is a years-old casino, and it has not had bad reputation, as I know. Once again, they do not scam their users, and their reputation has become bigger a little bit after your case closed.
Cheers, Bitcoin Video Casino.

[BitcoinVideoPoker]

Hello everyone,

Just wanted to update everyone that we're processing every concern we receive from our users in a timely manner considering all the effort our developers put into catering to such issues at hand. We're also simultaneously working on not just providing our users a smooth experience but bringing new updates to enhance and further this experience.

To all the users who have reached out to us with their concerns, we thank you for your patience and hope to see you on our website soon.


Thank you,
BitcoinVideoCasino

[7d03af2fc0]

Update:  Funds Have Been Returned

Funds have been returned, the matter is closed.

Now it's my turn.

Made one deposit.  Was never verified but credited immediately.  Played and lost.  Did a 2nd deposit of 1.07 bitcoin - never credited.  

Email #1
Emailed admin@bitcoinvideocasino.com immediately.   No auto reply ("We've received your request and will get back to you") or auto ticket ("Your ticket # is XYZ and you can follow it's progress here)

Email #2
Sent a follow up email with a screen shot of my account showing

- The fact that my "account" had been reset to play money
- That none of my previously played games could now be verified
- Showing my deposit address

Received an email in reply to Email #2 saying "Please provide me with the Bitcoin Games / Bitcoin Cash Games deposit address which you sent your funds to and I'll look into this for you. Please note the address must be sent as text, not as a screenshot." --- No reply to email #1/

This casino is 6-7 years old.   This EXACT issue has been occurring for years  (there's mention of it just a few posts above mine of the most recent)

I appreciate that bitcoinvideocasino prides itself on being this pseudo anonymous libertarian gaming site, but this is a great example of how when something breaks, it's caveat emptor mutherfuc****

So as I watch the price of bitcoin crash, I get no assurance that my bitcoin will be returned, or that they even saw my original email.

No support over weekends.   No ticket system.   No one apparently even reading the initial emails.

I HATE posting in forums to get attention of site owners.   But it's very obvious that customer service is FAR DOWN on the priority list for these guys.  

Check your emails and fix my issue please.

[TwitchySeal]

Hello everyone,

Just wanted to update everyone that we're processing every concern we receive from our users in a timely manner

So all these players claiming they are waiting for days for their funds without updates are lying?

[7d03af2fc0]

No live help on the site

No ticket support - just an email address replied to by random different people with the same email (admin@bitcoinvideocasino.com)

A post earlier this year hiring a community manager, yet no one has logged in here at bitcointalk since the 12th

Terms of service on their website is just a link going to the main page - (https://bitcoinvideocasino.com/slots#).

Not exactly confidence building as these things go.

[Twinkledoe]

No live help on the site

No ticket support - just an email address replied to by random different people with the same email (admin@bitcoinvideocasino.com)

A post earlier this year hiring a community manager, yet no one has logged in here at bitcointalk since the 12th

Terms of service on their website is just a link going to the main page - (https://bitcoinvideocasino.com/slots#).

Not exactly confidence building as these things go.

So basically, they are already a dead online casino? I wonder if there are still active players on this site?

Edit: I saw 5 online users as of this writing. I guess this will be gone soon even if they are offering 99.5% return or higher...

[7d03af2fc0]

No live help on the site

No ticket support - just an email address replied to by random different people with the same email (admin@bitcoinvideocasino.com)

A post earlier this year hiring a community manager, yet no one has logged in here at bitcointalk since the 12th

Terms of service on their website is just a link going to the main page - (https://bitcoinvideocasino.com/slots#).

Not exactly confidence building as these things go.

So basically, they are already a dead online casino? I wonder if there are still active players on this site?

I don't think they're dead per se.  I mean, I remember years ago when they had chat on the site and you could see 20-30 people playing at once (maybe just free accounts - but it was busy)

Now you see 3-5 on average.

I don't think there's any nefarious scam going on by them.   They are connected to bitcoin.com I believe - so I don't think it's some elaborate scam to rip me off 1.07 btc.   https://cointelegraph.com/news/roger-ver-on-launch-of-bitcoin-games-online-casino

I do however think that they treat customer service like it's an afterthought or almost an annoyance.  

Things like setting up a ticket system so people can track their issues.   A goal based SLA so people know when they have an issue that they'll at least get updates in X hours or compensation (as in my case where the price has been tanking while I wait) is not a lot to ask.

Just look at the replies here.   Very much "we're doing our best, the developers are working hard".   The games are the same in 6 years.  They rely on users to be their beta testers.

Less polls about live dealers, or "should we collect emails to mail you" and how about start with a proper support implementation (tickets, guaranteed reply times)

Oh, and if the management actually reads this, promo emails that only say "hey, you must be bored, you should play at bitcoincasino" are a waste of a newsletter.

Fix issues like the one holding 1.07 btc of mine, then worry about whether or not you should have live dealers.

[panjul07]

So basically, they are already a dead online casino? I wonder if there are still active players on this site?

No they are not a dead casino, it is just a situation where there is not enough support to handle customers so any issues may take longer time than other casinos. They are planning and working to updates the site for better experiences as per last post by OP, so maybe they are so busy with other things at the moment.

Edit: I saw 5 online users as of this writing. I guess this will be gone soon even if they are offering 99.5% return or higher...

The number of online users of this site is indeed not much compared to other casinos, but I dont think it will gone soon because they have been operating for many years already.

[7d03af2fc0]

No they are not a dead casino, it is just a situation where there is not enough support to handle customers so any issues may take longer time than other casinos. They are planning and working to updates the site for better experiences as per last post by OP, so maybe they are so busy with other things at the moment.

What other things could be more important than ANOTHER member (https://bitcointalk.org/index.php?topic=130242.msg51971588#msg51971588 )  having a large deposit go missing and being forced to wait without an update (while the price of btc craters no less)

I'm sure they are good people at the site.  But with only a couple people playing at any given time, maybe some of these resources that are being spent "planning and working to updates" could be shifted so that people don't get 1 response every 24 or more hours to legitimate pressing matters.   If you owned a gambling site that only had a handful of players, would you ignore the players with problems simply because you're planning on other stuff?

The price of bitcoin has dropped over 11.5% since my deposit went missing.   I guess I should just start planning and working on better experiences.

You sound like a shill.

[7d03af2fc0]

This is turning into a joke.

The person who replied to me yesterday asking me for more info (which had already been sent in) replied to me just now (the issue is now 24 hours old)

Hi ,

Thank you for your cooperation with us.

I have gone ahead and looked through your account. Your wallet balance shows 0 BTC. If you don't have enough balance, you can only use a test credit.

Please try and go into details if there's something that we need to address.

I'm looking forward to your response.

Best regards,
Mark

There are 3 scenarios.

#1 - the site glitched and did not credit me (just scroll up and you can see this happened to another person - scroll up and read user snooprock)
#2 - I deposited once, played and lost, then deposited again 1.07 and didn't play a single game, withdrew and came up with this elaborate story where even though the account is 2-fa protected, I'm going to withdraw the bitcoin and claim it was never credited.
#3 - There's a very concerning internal issue over at bitcoinvideocasino.

Occam's razor for me says it's #1.   It's happened before just recently, and I was at my pc when it happened to me last night.

#2 I guess they could accuse me of - but there should be proof that my 2-fa was used, and considering I always withdraw to the same wallet, should show that it went to some other wallet and prove my 2-fa was used.

#3 - I won't accuse the site of unless they keep replying with brutally uninformed "you have zero credits" type replies without escalating this up to a developer who should easily see that no games were played and no withdraw with requested by me.

This is a really bad experience.

[7d03af2fc0]

OK - THEY FIXED IT... FINALLY

I was out late last night and noticed when I got home the DASH was credited on my game.

So, played a few hands of blackjack (just for the fuck of it LOL) and -- fingers crossed -- hit the 'withdraw' button.

Coins came back to my exchange account successfully.

So, again...

THEY FIXED IT... THANKS

-----

Thank you to Patrick and crew for *NOT* pulling an exit scam here after all, again "coming thru" like the good old-time BVC site we all expect.

Patrick also told me in email that some "COMP" for the trouble will be forthcoming, soon.  

Exactly what or "how much" that'll be, is not clear yet but I will update this thread with info if/when that happens.

Similar issue.   Did they reply and say "you have zero credits" even though you KNEW you had deposited?

Did you say anything magic/special to get them to take you seriously?     I'm past the 24 hour mark and still at the "oh you have no credits" email support stage.

[7d03af2fc0]

Account was credited.  Stressed for sure - but in the edit I got it.  Thank you