Bitcasino.io - Player’s account was closed and his withdrawal was denied.

I registered at BitCasino and received my initial deposit bonus.

I won while playing slot games and met the wagering requirements, so I made a withdrawal request and successfully withdrew $2500 immediately.

However, when I requested to withdraw the remaining $3227, I was asked for KYC documentation. I submitted everything required, but then I received an email stating my account was closed and my withdrawal was denied due to alleged connections with unrelated third parties.

There was no evidence provided for this abrupt account closure, and I am not satisfied. Therefore, I am seeking assistance from Casino Guru for an investigation.

Dear naokkk, 

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?

Do I understand correctly that your account was closed during the KYC verification?

Please forward me the email you received from the casino after your account was blocked at veronika.l@casino.guru.

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, 

Veronika

There is no chance that your family or someone using the same IP address has created an account with this casino.

That's right, my account was suddenly closed during KYC verification.

I will forward the email. Please confirm.

Thank you very much, naokkk, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.

Hello there,

Thank you naokkk for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Bitcasino.io for their help in resolving this complaint. We would like to know why was the player's account blocked and winnings confiscated.

Thank you!

Hello,

User naokkkk contacted our Player Safety and Assurance Team on the 9th of July via email asking about a rejected withdrawal. The user was asked to go through our KYC (Know Your Customer) procedure. This confirmed that the user was using our site under multiple accounts, which is against our Terms and Conditions point 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 permanently with no return of balance. The user was informed about this via email, and no further correspondence has been held.

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

Kind Regards,

Bitcasino Team

Thank you for the update Bitcasino.io representative, would it be possible to provide me with the evidence of multiple accounts? You can forward any evidence to my email. (peter.c@casino.guru) Thank you in advance!

Dear CasinoGuru Team,

Our apologies for the late reply.

We have requested the evidence from our relevant department and will contact you shortly with the required file.

We appreciate your patience.

Best Regards

Your Bitcasino Team

Hello team,

We have sent you an email with the necessary documentation and information as you requested. Please let us know if you do not receive it.

Thank you for the update Bitcasino.io representative.

Dear naokkk, the casino has provided me with extensive evidence of multiple accounts, I highly advise against such behaviour in the future as it will lead to your blocking in all casinos in the industry. With that in mind, we believe the steps the casino has taken are justified and subsequently, we will reject your complaint. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Kind regards,

Peter