Decode Casino - Se ha reducido el límite de retiro del jugador.

Let me preface this by saying I have deposited 20+ times at decode casino. Also, They have never disputed my winnings, but this has to do with the debacle I am going through to slowly get my money. After I won a decent amount of money my withdrawal limit suddenly went from $5,000 a week (between 2 methods) to $2,500 a week. I didn’t argue because it does say on their website "up to $5,000 a week". But before I even got my first payout my withdrawal per week was reduced to $1,500. They said that "These decisions are made with the goal of maintaining the safety and integrity of our platform." I have deposited over 20 times and there was never any issue. So I was able to cashout twice for $1,500, but now my account has been reduced to $1,000 a week and nobody can give me a reason why. I just keep getting "these decisions are made by management". So I have asked repeatedly if I can please get in contact with management and I can’t get any contact info for management. So now I am stuck with a $1,000 a week withdrawal limit for no reason. Besides the obvious fact that they want me to gamble these winnings.

Dear Jdschells,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Decode Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you have been a player at the casino?
• Since when have you been attempting to withdraw the winnings?
• Did you achieve your current balance with the help of a bonus?
• Could you please share the communication from the casino proving your claims of unjustified lowering of your withdrawal limit?
• Could you please share your withdrawal history documenting the issue?
• Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Thank You Tomas! I appreciate your quick response as this is very frustrating. I will forward you email communications with them to your email. I also talked to them on the phone once. I can’t seem to find my account history on their website so some of these dates might not be exact. But within a day or 2.

-I have been a player at Decode since October 17th 2024

-The first email I got regarding me going down to $1,500 was on May 28th. So I would guess I put in my first payout request on May 24th. I put in the request for $2,500 via bitcoin. Then on May 28th I was informed my limit had been decreased to $1,500. Then was paid $1,500 shortly after that.

-I did win the money with a deposit bonus, but I can’t remember the exact bonus. I always read the terms and conditions 2 or 3 times to make sure I am following those perfectly….because I’ve been bit by that in the past at a different casino.

As I said I will forward you all email communication with them. If I find how to access my account history I will send that. According to my Bitcoin wallet I received $1,500 on May 30th & $1,500 on June 5th.

if you need anything else please let me know!

Thank You!

Jason ****

Thank you very much, Jdschells, for providing the necessary information. I will now transfer your complaint to my colleague Matej (matej@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello Jdschells,

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case:

Dear casino representative, could you please check the case and explain to us why the withdrawal limits were lowered so drastically?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello Jdschells,

It looks like the casino is non-responsive.

Could you please confirm if you are still able to make withdrawals ($1,000 per week)?

Is the casino communicating with you?

Dear Jdschells,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hey Matej, sorry for the delay. So I had put this same complaint in with Chipy (sorry but I had to!). So Chipy responded and said that in "good Faith" decode casino had agreed to raise my withdrawal limit to $1,500. Chipy marked it as resolved. Well I was able to withdraw 1 time for $1,500. Then they changed it right back to $1,000. I’m assuming they did this just to get the issue marked as resolved, in which they went right back to $1,000.

I sent an email to them again asking to talk to management, in which they responded and said "Please note Management cannot be contacted via phone, however, your concerns have been noted." Although I had asked them to contact me by phone, email, or whatever way they could. So essentially they are saying you can’t speak to management at all. But every time they respond they say these decisions are made by management.

They sent one more email in which they said "However, please take in consideration that the decision made, based on the point N24 of our T&C, is FINAL and will not be reversed".

So no, I never got to talk to management. They never gave me a reason why. I even tried to reach out to deckmedia to let them know about this but they didn't respond either. So I am able to withdraw $1,000 a week. Nothing has changed!

i appreciate you staying on top of this instead of just marking it "resolved"!

Thanks!!

Dear Jdschells,

I’m sorry to hear the situation hasn’t changed.

I tried contacting someone at the casino, but unfortunately I haven’t had any success. Since the casino has not responded and given the circumstances, the only option available is to close this complaint as unresolved. Perhaps after that, the casino might react.

Would you like me to proceed and close the complaint as unresolved?

Dear Jdschells,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hi Jdschells and Matej,

Sorry for the late response, we have not been receiving notifications for some reason.

We understand your frustration regarding the withdrawal limit, but we are happy to see that you were able to cash out the full winnings already in the meantime.

We’ve noticed that this exact complaint has been submitted across multiple forums. While we respect your right to seek resolution through public platforms, it’s important to point out that your case has already been reviewed and responded to elsewhere, including third-party mediation services.

As stated clearly in our Terms and Conditions (Point 24), the maximum withdrawal per customer per week is up to $5,000. We also reserve the right to adjust this limit based on internal criteria, including account activity and risk management assessments. While we understand that these limits may feel restrictive, they are in place to help ensure the security and integrity of our platform.

Regarding your request to speak to management, even though they are not directly in contact with our customers, rest assured that all your concerns have been reviewed and documented by the appropriate departments.

As previously communicated to you, at this time, the current withdrawal limit will remain in place. However, it may be reviewed and adjusted in the future based on your account activity and history.

Thank you for your understanding.

Kind regards,

Decode Casino

Dear Jdschells,

Based on the Decode Casino representative's response, can I close this complaint as resolved?

Not really, I appreciate you taking the time to dig into this, and just because they responded a month and a half later shouldn’t mean it’s been resolved. Half the stuff they said in that response is just plain not true! And that is the frustrating part!

1) I did not cash out the full winnings because I kept playing with that money hoping the withdrawal limit would get raised, but I lost most of it. But that’s on me.

2) I have no clue what the third party mediation services they are talking about, but I have put this complaint on Casino Guru, Chipy & trust pilot. This is the only casino I have ever put in a complaint about and I play at a lot of them! But if they are referencing Chipy’s result of the issue being "resolved" that is a joke, a lie and a scam. A scam they pulled on both me and Chipy I guess. They said they raised my withdrawal limit to $1,500 in good faith. Chipy marked it as resolved. I got paid $1,500 one time then they immediately put it back down to $1,000 after it was marked "resolved".

3) In multiple emails to them I said "I understand that the terms & conditions say up to $5,000". I just wanted to know why mine was at $1,000. Never got a response.

4) This is the only company…not just casino, that I have ever heard of where you can’t talk to management. And the only reason I even wanted to talk to management is because nobody could answer anything. Besides the "copy & paste" response about the terms and conditions and referencing security & integrity of the platforms.

They can’t just respond with a bunch of lies and expect me to just be ok with that. Like I said, I have never put in a complaint about any other casino. I, like many others, rely on independent review websites like yours to see what casinos to play at. They can’t just say whatever they would like and expect me to be ok with that.

But thanks again for actually digging in to this Matej! I’m sure it’s not possible, but I would love to discuss this on a 3-way call with yourself, the casino and me.

Dear Jdschells,

Could you please tell me what your remaining balance is right now?

Unfortunately, we can't help you with the money you already lost. If you do not wish to play with the money you have in the account, please consider letting the casino lock your account.

I completely understand that a withdrawal limit of $1000 per week is not enough for you. Usually, casinos take this action when they are investigating a player.

I currently have no money in my account. I am definitely not asking for help recovering my money!! That’s on me! I did ask them to lock my account and they said that I can’t withdraw any money while my account is locked. At one point it would have taken them a full year to pay me in full with my withdrawal limits.

And like I said earlier, I asked time and time again what the "security issues" are with my account. I never got an answer. That is why I wanted to talk to someone in management to clear up any issues they had. There is no possible legitimate reason why they were investigating my account. Let me repeat…I am not trying to recover my losses!!

It’s the lies that I pointed out above. here are some questions I would like to ask them that they never responded to.

1) why was my account limited to $1,000 a week? What were the "security issues" they were speaking of?

2) why can’t you speak to a manager? That’s is absurd.

3) why did you lie and say you were raising my withdrawal limit to $1,500 in "good faith? Just to pay that amount out 1 time, then immediately lower it back to $1,000 after chipy.com marked the issue as resolved? When I never even got to respond or even see your response. They just marked it resolved before I could do anything.

4) what are the 3rd party mediation services you speak of? Because I was never part of them. Just because you respond (with lies) to a complaint on 3 websites, does not mean that it was "reviewed" by a 3rd party website.

5) why did it take you a month to respond to casino guru and a couple days to chipy? Is it because Casino Guru actually looks into things instead of just marking the issue resolved?

Those are just a few. For at least a month I tried to get answers from decode. But you never gave me a single answer. So I didn’t just run over to casino.guru to put in a complaint. But unfortunately when you can’t get any answers to anything this is the only place we can go. You guys hold all the power in these situations and because of this players get nowhere with the casinos.

Hi Jdschells,

I understand that you still have concerns, so let me try to answer your questions the best I can.

Withdrawal limits can be adjusted based on account activity and other factors. This is a management decision, and I am not authorised to provide the exact internal ruleset that we use to make such decisions.

Our managers are not directly communicating with customers. However, we are in contact with them, and your query has been thoroughly reviewed and answered after checking with the manager.

We are sorry if there was any misunderstanding about the limit increase. I talked to the manager, who confirmed at that time that the limit would be increased to $1,500. This adjustment was applied as communicated; however, it was later returned to the previous setting following another internal review. Please understand that such reviews are part of ongoing internal procedures, and while we are not able to share specific details, these decisions are made in accordance with our operational policies.

You have raised the same complaint on Chipy.com, LCB.org, Trustpilot, and now Casino Guru. We understand that you’re seeking further resolution or a different outcome. While we respect your right to share your experience publicly, please understand that our position on this matter remains unchanged.

Your feedback has been acknowledged and thoroughly reviewed. We aim to maintain transparency whenever possible, but there are certain limitations due to internal policies, security protocols, and confidentiality obligations.

As for the late reply on Casino Guru, once again I sincerely apologize for that - I was not receiving the notifications. There was no tactical consideration in not attending to this platform in time.

We appreciate your understanding.

Kind regards,

Decode Casino

Dear Jdschells,

I am afraid that without any balance on your account, there is not much to solve here anymore.

Maybe I can answer some of your questions:

1) why was my account limited to $1,000 a week? What were the "security issues" they were speaking of?

Casinos usually do this when they suspect that the player is making some wrongdoing (collusion, multiple accounts, exploiting some bug, etc.). In the past, casinos used to block such accounts, but these days it is better to limit withdrawals because player activity may reveal some other evidence later used in building up a case against the player. However, such activity has some limits, and such restriction should not exceed 3 months.

2) why can’t you speak to a manager? That’s is absurd.

It is not common that players may communicate with casino management. In some casinos it is possible, but it is not common.

3,4,5 the casino representative answer on them.

You know what….They are right. I feel like a fool even bringing any of this up. They did such a bang up job explaining every concern/lie that I feel like I need to sum up their answers.

1) Just trust us

2) our managers don’t talk to customers but we discussed and reviewed this internally and just trust us again.

3) Misunderstanding is the wrong word. They meant to say mislead/lied. Do they actually think that people are so stupid that they believe this garbage that is spewed from there mouth. Let me remind everyone what this "misunderstanding" was…..

***They told Chipy.com they were raising my limit to $1,500 in "good faith". I got paid $1,500 one time, chipy marked the issue as resolved, and decode immediately lowered the limit back to $1,000.

But trust them, it had nothing to do with the issue being marked as resolved by chipy. They just happened to have another internal review, which is part of an internal procedure and my limit was brought backed to $1,000. And although they can’t discuss them, just trust them

4) while we said that your concern had been mediated by multiple 3rd party mediation services. (that’s more than 1). Although we can’t remember even one 3rd party mediation service, we will just repeat the websites you put a complaint at. But just trust us, 3rd party mediation services were involved, we just cant remember any of them. So just trust us.

5) Just trust us, our notifications were working for LCB, Chipy & trust pilot, but for some reason casino guru’s notifications weren’t working.

To Decode Casino, since you could not provide me with my deposit history, I am giving you my full consent for you to release all of the dates & deposit amounts I made on your website. I think that is only fair since you have said multiple times that one of the factors is account activity. I also think that it’s only fair for people to know that you had no internal concerns during any of these deposits.

Dear Jdschells,

I understand your frustration, and I know that turning the situation into a joke can sometimes be a way of coping with it.

I just want to clarify that the casino has the right to limit withdrawals, and I have already explained the circumstances under which they typically do this.

To be clear: nobody has stolen your winnings. Your entire balance remains in your account—you are simply subject to a withdrawal limit of $1,000 per week. This is not a restriction that should prevent you from accessing your funds. Even in difficult circumstances, such as being unemployed, $1,000 per week is generally enough to manage.

As I mentioned before, such withdrawal limits should have a reasonable timeframe, and in our view, the casino should not impose them for more than three months.

We do not like to see situations like this occur; however, based on the many similar cases we have handled in the past, we understand that in rare circumstances such measures may be necessary. If many players were subjected to the same treatment as you at the same time, it could indicate that the casino is experiencing financial difficulties—but that is not the case here.

Regarding your balance, you cannot hold the casino or us responsible for the fact that you continued to play with it and lost.

Did you even read my post? To be clear I have never said or even insinuated anybody stole my winnings or that anyone was responsible for my losses. I actually said the complete opposite. That those loses are on me. And I actually started this complaint way back when I had a lot of money in my account. So in no way is this about me losing that money.

It started back when I tried for a whole month emailing and talking to Decode directly and not getting anywhere. Then after 1 month I finally put in a complaint. I was trying to figure out why they would put my withdrawal limit to $1,000 and Why I can’t talk to a manager about this. They kept saying "These decisions are made with the goal of maintaining the safety and integrity of our platform." What does that even mean. Why can’t anybody talk to me about my account. And any security issues could be eliminated. Also, you can’t keep saying everything is decided by management….but then not let you talk to management.

You stated… "To be clear: nobody has stolen your winnings. Your entire balance remains in your account—you are simply subject to a withdrawal limit of $1,000 per week. This is not a restriction that should prevent you from accessing your funds. Even in difficult circumstances, such as being unemployed, $1,000 per week is generally enough to manage."

I don’t play at casinos to manage my finances! I play at them because I like them and it’s nice to have the chance to win as well. But trust me I am not relying on this money to pay my mortgage! It would’ve taken them a full year to pay me my full winnings at $1,000 a week. I’m sorry but That’s unacceptable! I shouldn’t have to be thankful that they are paying me at all. I own a small painting business and if I had a $56,000 job and they said they would pay me $1,000 a week for a year….that wouldn’t fly. Or if they paid me $56,000 up front and I said we will do about $1,000 of work a week but it’ll get done in a year that wouldn’t fly as well. Why should it be okay here? In no other business besides offshore online gambling would this be allowed. But the fact that they hold all the cards and the money you have absolutely no power. They can say or do whatever they want and you can’t do anything about it.

And if the standard for these casinos is set at "nobody stole your money", and "$1,000 is generally enough to manage" and "they will pay you out in a year", than that is pretty sad!! But if that’s the standard that you hold them to, than give them 5 stars and mark it resolved.

These casinos don’t realize that online gambling is going to be legalized everywhere in the USA here soon. But by the end of the year where I reside in Missouri. You would think they would do what they can to keep people coming to their casino not pushing people away.

But come the end of the year people don’t have to deal with BS like this. And deal with bunk ass corrupt casinos like Decode Casino.

Dear Jdschells,

As I explained above, casinos usually apply such measures when they suspect that a player may be involved in wrongdoing (collusion, multiple accounts, exploiting a bug, etc.). In the past, casinos would often block accounts in these cases. Nowadays, however, they more often choose to limit withdrawals, since continued player activity may reveal further evidence that can be used to build a case. That said, these restrictions have limits, and they should not last longer than three months.

I understand that this was unpleasant for you, but the casino likely limited your withdrawal because they were conducting a security check. Such checks follow specific procedures, and we would only be concerned if this rule was applied unfairly or to all players without reason.

To put it into perspective, your complaint is similar to being selected for a random security screening at the airport, where you are asked to open your luggage or remove certain items. I understand your frustration, but these checks are random by nature and serve a purpose. Since this kind of procedure happens at every casino, we cannot penalize the casino simply for carrying it out.

Dear Jdschells,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

So what you are telling me is they said it was for a security check and so you just go along with that? Seems pretty easy for the casino’s if you ask me. They Just say it was a security check, don’t tell me or you why, I can’t talk to management, it takes them over a month to respond to you, lied about raising my limit to $1,500.

Here is the playbook for all casino’s…..just say "security check". That’s it, that’s all they need to say….and let’s make sure we give them 3 months so they can get through this rigorous process. 3 months??? It takes the FBI 2-3 months for a secret security clearance….It takes the CIA 3 months for a security clearance!!

This is Nonsense! Anyone who has common sense knows this is not the truth. There was no security check! I would also think that if they were doing a "security check" wouldn’t they reach out to me to ask for further documentation or whatever was needed. I would really like to know what the "security check" was for?

Even the guy at Decode Casino is surprised the "security check" nonsense worked. I give them 0 for effort but 5 for pulling the wool over your eyes.

I’m done….give them 5 stars in the category of no good sacks of shit. And 6 stars in the category of go fuck yourself. I wish you nothing but the best Decode Casino. You guys are a bunch of gems!

Case closed.

Dear Jdschells,

Once again, I want to clarify: nobody has taken your winnings—the casino has placed limitations on your withdrawals for security reasons. (I have absolutely no idea why they chose you.)

Why 3 months? The casino may need some time, especially if it suspects potential cheating or manipulation. In such cases, they must contact the game supplier, and that communication isn’t always swift.

You're complaining about something quite common—sometimes at border control, the police select a car for a more thorough inspection, or as I mentioned, at the airport.

Therefore, I am closing this complaint as rejected.