This issue of bonuses not working has been going on for two weeks yet all they have is a small banner stating the issue with no estimated time of it being fixed. They are withholding money owed to myself and 49 other players that we earned through a promotion called Jack's Race. I am personally owed .02 BTC at the moment since last Friday. Each time I contact their "support" they have no updates, no managers are ever available. I was sent an email, image attached here, that said I would be able to claim my bonus funds I earned, yet when I go to do so it does not work. They used to manually apply this bonus and now in the new format you have to claim it and that is where the issue lies. So with this issue, they have delayed not just me for a week now, but also the payments to 50 players from the week before last and 49 players plus myself for last Friday's Jack's Race. They have not even provided an email update about it and customer service does not seem to be even trying to gain answers. How does it take TWO WEEKS to fix this? How do you treat VIP players like this? It's ridiculous. And my review for the casino was taken down which included the following statement:
You all do not care for your customers. You are withholding funds from Jack's Race winners by revising the format in which funds are applied. It used to be that funds were automatically applied and now conveniently the week Bitcoin is booming, your bonus system goes down and Jack's Race winners can't claim their funds. We complained about promotions and now you release them but they don't even work. You don't respond to any emails properly, your customer service is awful, and now your bonuses don't work so no one who won Jack's Race can even access the funds they won even though you sent out an email stating we could. No one can even provide an update on when we might be able to access them. When I ask for a manager, they are always either not available or they ask you to email the general support email address. I have legit waited months for answers before. They never own up to the fact that they are wrong on anything and just use very generic responses to get around answering anything. TERRIBLE CUSTOMER SERVICE. TERRIBLE CASINO.
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