We take account security seriously, so it can sometimes take a while to gather and verify information about an account to make sure resetting of PINs, passwords, etc. are only allowed for the rightful owner of the account. This case, in particular, has been resolved at this time.
Sometimes parts of this are done in the background, without immediately replying to the ticket to see if there has possibly been an account compromise, suspicious activity on the account, etc. We'd rather know what we may be dealing with before replying to the ticket just in case.
Well, you guys have a good point here. But why it is hard to reach the admins and get quicker solution from Bitvest team? Doing a security check is acceptable for this kind of issues, but it doesn't mean you guys should stop communicating with the victims. Don't you think it's an annoying part for gamblers? Most of the gambler loss their temper when they face this annoying situation. OP wouldn't create this accusations here if Bitvest team has given him some quicker response through the support ticket.
And what was the reason for not making any response in that case?
I need admin of Bitvest to come here and explain! ( Not paying my winning)However, glad that this issue is resolved now. Expecting more better communication from Bitvest team.