RESOLVED - BitcoinPenguin

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[/table]So I never thought I would be posting this sort of thing about a Bit Coin casino.  As generally I can sort of tell if there going to treat me well or not.

Apparently Bit Coin Penguin is having issues behind the scenes and besides live chat there isn't a direct way to get a hold of anyone else besides the front chat line.  So issues are going unresolved and not quite working out well for the player.

My LTC cash out had to be settled for less, because of there inability to trade BTC for the proper amount of LTC win.  I don't understand how or why, because there are several exchanges out there on the internet to choose from.  Choose one, exchange your BTC for what you want in LTC.  Then presto pay the player.  Apparently it's a bit more complicated than that for them.

Then they have there Monday 20% cash back bonus.  Apparently whomever taught there bonus deposit math, must have not been having a very good day.  As I asked for a 20% bonus on a 100 mBTC deposit.  To only get 2 mBTC, versus 20 mBTC.  I told live chat the bonus they credited was incorrect.  Instead of verifying there math or checking with someone else.  I was met with a "seriously" and ban from live chat.

To top it off, writing an e-mail to there support page doesn't work either.  As I"m guessing that's answered by the same person or people.

So for now I must say on a personal note, that probably following Zuga's advice and not playing here would be advised.  Apparently if you have any issues with your cash out or with a promotion.  Yet even though live chat is wrong, you'll be met with the we are always right and never wrong attitude.  Then banned from live chat and have your e-mails go unanswered.

This casino seemed to have promise, yet if this how live chat operates I think we'll end this with a no thanks I'll pass on future bit coin deposits.

Im sorry to hear about your troubles.  And yes we warned against these guys as they are not regulated ( being powered by SOFTSWISS is not the same as being regulated and having a proper gambling license).

Ill have one of our Mods look for a contact there, but cant make any promises.

Hi cheetahwind,

Sorry to hear about the issue with BitcoinPinguin casino. We've notified them and we hope somebody will get back to us with an answer. We'll keep you posted.

Best regards.

As soon as I saw this complaint I emailed the support team via there contact form on their webiste and I received a response 1 hour later, they said the following:

Unfortunately, the wrong cashback was issued to the player by mistake. After having received cheetahwind's email we've checked this situation more thoroughly and it turned out that instead of issuing 0.0198 BTC cashback only 0.002 BTC were issued to the player. After that 0.0178 missing BTC were credited to Player's account and, moreover, a 0.01 BTC bonus has been credited as a compensation for the mess-up. This is the email that was sent to the Player as to notify him/her about it:

Posted on: 16 May 2016 09:59 PM
Dear Player, we've investigated your case more thoroughly and it turned out that the cashback was mistakingly issued to you. We've added the rest of the sum to you. Moreover, we've issued the bonus for this irritating mistake.

Please, accept our deepest apologies for it.

We understand how vexing this situation and on account of it we've issued additional 0.02 BTC bonus to the Player.

To be honest it took longer than an hour, but ok yes during the hours I have worked.  Things have been resolved.

Still to be honest to be banned from live chat wasn't a very nice thing on there behalf.  Then to have post to a bad review to get something resolved.  Just doesn't seem right.