Bitcasino.io - Player's promised cashback was denied.

As offered by bitcasino when depositing for the first time, if there is a loss, they will refund 20% of the lost amount in cashback. I deposited more than $600 and unfortunately I lost, but at this point they refuse to pay me cashback. I contacted them and they asked me to verify my identity twice and I completed the verification but then they said I was abusive and did not pay me cashback. I want them to clarify this issue. I want to know why. Why didn't I receive the money and what did I violate when I was a player and lost all my money. I also see quite a few articles complaining about the problem of them trying to attract players but after losing they find reasons not to pay cashback to players.

Dear caolanhchua,

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

Could you please confirm that you passed the KYC verification?

Have you activated the welcome cashback bonus in your profile?

Could you please explain in more detail why customer support refused to credit you with the cashback? Ideally, please forward the relevant communication between you and the casino regarding this problem to veronika.l@casino.guru.

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

Best regards

Veronika

My account has been kyc completed and I have also chosen the cashback promotion

They don't want to pay me but the first time I joined their site I deposited twice into it and lost both of them.

I have forwarded my email and them via email for you to please see it

Please note that each casino has its own unique bonus policy and reward system. A bonus is essentially a gift from the casino, and it's up to the casino to determine if you qualify for it and what rules apply.

Could you please advise if you have any balance in your account?

I wonder if they are cheating players by offering promotions to attract players. And then they don't give the promotion to the players, I deposited 600$ and I lost it all the first time and I waited for the cashback to try my luck again but they didn't want to pay me

I would like you to invite a representative from bitcasino here to explain this issue

I am sorry but since you lost your entire deposit and there is no balance in your account left, there is nothing we can do to assist you.

As I mentioned in my previous reply, each bonus is a gift from the casino, and it's up to the casino to determine if you qualify for it and what rules apply. If you're unable to activate this type of bonus, there is a specific reason for it. However, we do not investigate these reasons further and we cannot compel casinos to provide specific bonuses to you.

Due to the aforementioned reasons, this complaint will now be rejected. 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.