PlayBitcoinGames does not process my withdrawal and not reply tickets ago 6 days

[Pmalek]

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?

[DomingoX6]

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 In summary, the user can withdraw up to 2 mBTC every week while we finish the investigation, so far he has withdrawn a total of 4 mBTC, and each week he can withdraw an additional 2 mBTC.

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

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.

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?

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.

[holydarkness]

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.[...]

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.

[...]
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.[...]

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.

[DomingoX6]

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.

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 on this forum.

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.

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.

[holydarkness]

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.

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 on this forum.

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.

[...] But in any case, this user should just contact the support team and wait for a response to regain access to his account.

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.

[DomingoX6]

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.

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.

[holydarkness]

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.

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.

[DomingoX6]

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.

[Pmalek]

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.