Bitcasino.io - Player’s account has been closed and winnings confiscated.

On monday, I created an account on their website and started playing roulette. After I while I deposited 15.7mBtc and was lucky enough to double it. After playing a while I decided to withdraw some funds to my wallet but it was declined. They requested me to complete the KYC process twice. I provided everything they asked for. Eventually they emailed me asking if I have another account. but I don't. What would be the point or benefit of creating multiple accounts?

After waiting for few days, they sent me this email:

Hello ****,

Thank you for completing the verification process.

Unfortunately, your account verification was not successful due to following reason:

We have acquired evidence that you are acting in breach of our terms and conditions.

Under rule 7.6

7.6 If we determine, in our sole discretion, that you are using the "Double Spend" methodology, Bitcasino.io shall void all bets and winnings. Specifically, if you win, then confirm your deposit on the Blockchain and attempt to withdraw, all winnings will be confiscated and your account will be closed permanently. We shall also exercise this right where similar activities are attempted from any connected accounts.

Please be informed that your account will remain closed and no further funds will be released.

Please note that if you attempt to open any new accounts, they will be closed immediately and your winnings will be voided.

Should you have any questions regarding this process please do not hesitate to contact us by replying to this email.

Kind Regards,

Player Safety and Assurance Team

This is clearly wrong, I have not used any double-spend techniques. I've been in other casino website for a while and I always play after my deposit is confirmed on network.

Now they disabled my account and took all my money

Dear tetianalutsyshena,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Have you accumulated your winnings with the help of a bonus?
• Have you benefited from a welcome bonus in this particular casino?

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

Best regards,

Tomas

Hello, no I live alone here and I never played bitcasino.io before.

I havent claimed any bonus because bitcasino.io doesn't offered me any bonus.

It is not fair to claim that I used double spend method and closed my account. If you check my history, you can clearly see I bet without any cheats and I played after my deposit was confirmed on network

Could you please share the hash of the transaction made to the casino or any other relevant proof supporting your claim? Please send the information to my email at tomas@casino.guru

Hello I sent you the hash of my deposit, they closed my account so I can't longer check my game history

Thank you very much, tetianalutsyshena, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@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.  

Dear tetianalutsyshena,

I am so sorry to hear abou your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Bitcasino.io representative to join this conversation and participate in resolving this complaint.

Dear Bitcasino.io,

I have checked the terms and conditions and haven't found any term mentioning "double-spend". Could you comment on this?

Thank you in advance for providing the information.

I'm sure that I played after my deposit was confirmed, you can't confiscate my funds.

And don't reply to my email is a no-go



Hello,

Bitcasino user Etda19166 created their account on 07/10/2024 11:18 GMT.

Their withdrawal requested on 07.10.24 at 19:42 GMT was declined, and the player later contacted us via email. The user was asked to go through our KYC (Know Your Customer) procedure. This confirmed that the user Etda19166 was using the "Double Spend" method, which is against our Terms and Conditions rule 7.6, as the player shared above. 

The final decision by our Player Safety and Assurance Team was to close the account permanently with no return of funds. The user was informed about this via email, and no further correspondence has been held.

We shall provide additional information to Casino Guru privately showcasing our investigation results and relevant evidence to our decision.

If you have any further questions, feel free to ask us. 

Kind Regards,

Bitcasino Team

1. Every deposit was confirmed on blockchain without double spend.
2. I played after the deposit was confirmed on blockchain, there was no intension for "double spend".
3. You said through my kyc confirmed I was using "double spend" ? cmon, that is not the reason you took funds from me

Dear Bitcoincasino.io,

Thank you for your response and the information provided.

Could you send us some evidence regarding the case? You can either paste it here or send it to my email address, stefan.m@casino.guru.

I'll be awaiting your reply.