Bitcasino.io - Player's account was restricted after successful verification.

Hello, i wanted to play at bitcasino.io, but due to local regulations in Russia the site was blocked by Russian provider. I asked if they have the mirror for their website and i was told that that the mirror website is bitcasino325.io. I signed up. But when i signed up, it offere me to register with Honk Kong phone. I changed it to Russian and successfuly registered. I had doubts and double checked my ip and it was russian. everething was fine. I deposited 100 usd and got 100% bonus. After successful wagering the bonus i made withdrawal request. They declined withdrawal i thought the problem was in verification. I passed the KYC. They have automated Sumsub verification. My account was successfully verified. But the live chat button disappeared and withdrawal function was disabled. I can not even play any game. Casino does not respond to any messages. Could you please help.

Dear volarlord,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem.

Could you please advise if you used any VPN or IP-masking software to access the casino website? If you used a VPN, which country did you choose?

Have you received any email or other explanation after your withdrawal was declined?

Have you tried reaching customer support via the original website, not through the mirror?

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

Best regards

Veronika

Hello, i do not use VPN or anithing like that.

I have not received any email from them.

I can not reach original website without using vpn ( Because of regulation i have written about)

And as i know without logging into account you can not use live chat

Do I understand correctly that you are able to access your account but you are unable to play any games or request a withdrawal?

Do you see any errors when you try launching games? Please forward me all the screenshots, other evidence, or any communication between you and the casino customer support regarding your problem. My email address is veronika.l@casino.guru.

Do I understand correctly that you are able to access your account but you are unable to play any games or request a withdrawal?

Yes, you are right!

I will atach screenshots of the problem here, i have no communication with casino, as live chat button has disappered, and they do not reply for my emails

Have you tried clearing your history, cookies, cache and accessing the casino website through a different device or browser?

Of course i tried. The mail problem i can not make withdrawal request. There is nothing to do with cookies and cache. Please invite casino representative. Moreover, if they intentionally disabled the live chat, it means they do not want to pay.

Thank you very much, volarlord, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hi volarlord,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Bitcasino.io to the conversation to participate in the resolution of this complaint.

Hello,

We would kindly ask you to contact our Player Safety and Assurance team at safety@bitcasino.io to resolve your issue. Upon contact, our team will communicate with you the next steps.

Thank you for your understanding.

Best Regards

Your Bitcasino Team

Dear Bitcasino.io team,

The player had difficulties contacting the support so could you please explain what the issue is?

Hello,

The player is not able to chat with us but can still contact us via email. The account has been flagged by our Player Safety and Assurance Team and must carry out further verification. This can only be resolved with direct communication with our team.

Many thanks.

Best Regards

Your Bitcasino Team

Hi volarlord,

Please follow the instructions of the casino and keep me updated.

I have not received any messages from the casino. I have written now to safety@bitcasino.io and waiting for their reply

Hi volarlord,

I suggest you use the form (see picture) on the casino's website to ensure the right person will receive your email.

I have passed additional verification from the bitcasino.io and now waiting for their reply

Hi volarlord,

Thank you for the update. Please let me know if the verification was successful.

they said to wait for the 10 days!

I see, let's set the timer for ten days then.

Hello Casino Guru Team,

Please be informed that our team completed their verification and replied to the player. 

The KYC (Know Your Customer) procedure confirmed that the user dizaxefi was using several accounts to claim the same reward, which is against our Terms and Conditions under rule 19.1: https://bitcasino.io/help-center/help-terms-and-conditions/bitcasino-terms-and-conditions-of-use-of-services-of-the-company.

The final decision by our Player Safety and Assurance Team was to close the account with partial return of balance. The player has yet to log in and withdraw their remaining balance, so the account can be permanently closed. The user was informed about this via email.

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

Kind Regards,

Bitcasino Team

Dear Bitcasino.io team,

Could you please send the evidence to support your claims to my email address (peter.m@casino.guru)?

Dear Peter,

We have now sent you the evidence by email.

Feel free to get back to us should you need further information.

Kind Regards,

Bitcasino Team

Thank you dear Bitcasino.io team for the provided evidence.

Dear volarlord,

The evidence provided by the casino supports its claims of multiple accounts. I'm afraid I won't be able to help you with this one. I can only recommend you open one account per casino in the future to avoid situations like this. Your complaint will be rejected. I wish I could be of more help.

Best regards,

Peter