Bitcasino.io - Player's winnings withdrawal has been denied.

Good afternoon. I have a problem with the specified casino. On February 6 at 17:25 I made a deposit in the amount of 116.55 mBTC. I played a little and won 44.29 mBTC. After I wanted to check the casino, they will pay out immediately as they say on their website. I immediately wanted to withdraw the amount but they refused to withdraw me. after which they redirected me to, to which they responded with a letter that I had to go through another verification, I passed it. they asked for 5 working days for the investigation. I also agreed to this, but I was already starting to get nervous that they wanted to rob me. Today they answered me and said that I was a fraudster!!! please help me get at least my amount that I earned honestly.

Hello LASHA481632,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Bitcasino.io. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Please note that we recommend to wait at least 14 days for your withdrawal to be processed specially if it’s your first ever request.

Looking forward to your answer.

Regards,

Nick

My account was verified immediately after the win. I replenished the deposit in the casino with real money, specifically with Bitcoin cryptocurrency. I'll send you screenshots of correspondence from the casino. My account has been blocked by the casino forever!

We started texting from February 6. I can send you screenshots if you want. I honestly don't understand what they want from me 😐 they said I violated paragraph 19.1 🤦🏽‍♂️ I don't understand what they're talking about at all! They accused me of fraud 😡

Hello LASHA481632,

Please forward the communication between you and the casino to nikolas.b@casino.guru.

Hello 🤝 i send to Nikolas screenshots. Thank you for everything 🙏

Thank you LASHA481632 for all the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello LASHA481632 ,

I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this.

We would like to invite Bitcasino.io to join the conversation.

Dear Bitcasino.io,

Could you please furnish additional details regarding the possible violations of your rules by the player? Please forward any supporting evidence for your claim the player has breached your rules to me at michal.k@casino.guru

Hello Casino Guru team,

User zibuziu contacted our Player Safety and Assurance Team on the 6th of February at 16:21 GMT via email asking about a rejected withdrawal. The user was asked to complete our KYC (Know Your Customer) procedure. This confirmed that the user was using our site under multiple accounts with the intension of Double Spending Blockchain transactions, 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.

We have now sent an email with a description and evidence to the email address provided by Casino Guru staff.

Kind Regards,

Bitcasino Team

Thank you for your email and the provided evidence, Bitcasino Team.

Dear LASHA481632,

I was provided with evidence supporting the casino's decision. Unfortunately, after gathering all the necessary information, we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions and bonus terms and conditions - multiple accounts with the intention of Double Spending Blockchain transactions. Casinos have a very strict policy regarding multiple account cases that have been used in this way, and the casino has acted according to its terms and conditions as mentioned in rules 7.6 and 19.1.

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.

Best regards,

Michal

Casino Guru