Bitcasino.io - Player’s withdrawal rejected due to verification issues.

Bitcasino

https://bitcasino.io/ja

is refusing my withdrawal.

On 7/6, I received an email from support asking me to verify my identity after submitting a withdrawal request, so I completed the verification on the site.

Following this, a second verification was required through their partner site, Veriff.

However, since Veriff only accepts names written in Roman characters, my Japanese driver's license and My Number card were not accepted.

Despite this, support is making unreasonable demands, insisting that I keep trying until the verification succeeds, and refusing to process my withdrawal request.

Please address this issue.

Dear ippon,

Thank you very much for submitting your complaint. I’m sorry to hear about the problem you are facing with Bitcasino regarding your withdrawal.

To better understand and address your issue, could you please provide us with the following additional details:

• What was the exact date and time when you first requested the withdrawal?
• Could you share the specific messages or instructions you received from Bitcasino support regarding the verification process?
• Have you attempted to use any other form of identification that might be acceptable by Veriff? If so, please provide details.
• Have you received any communication from Bitcasino or Veriff after your unsuccessful verification attempts? If so, please describe the communication or forward it to us.
• Could you clarify if there were any other forms of identification suggested by Bitcasino or Veriff that you could use to complete the verification?

You can also forward any relevant communication to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

I have attached additional documents to the email and provided an explanation.

Player additional comments:

1) What was the exact date and time when you originally requested the withdrawal?

→The screenshot of the email shows the time as 4:34 AM on July 6th, Japan time.

Screenshot attached.

②Can you share the specific messages or instructions you received from Bitcasino support regarding the verification process?

→ Attached to email.

3) Have you tried to use other forms of identification that Veriff can accept? If so, please provide details.

→ I tried it. Specifically, I tried my driver's license and my My Number. Veriff can only read Roman characters, so it was impossible.

4. After your verification failed, did you receive any communication from Bitcasino or Veriff? If so, please describe that communication or forward it to us.

→ Attached to email.

⑤Could you please clarify if there are other forms of identification suggested by Bitcasino or Veriff that can be used to complete the verification?

→Bitcasino offers two types of ID. I do not have the ID in Roman letters that Veriff offers.

Hi  ippon,

• Do I understand correctly that a driving license has been requested from you?
• If so, have you provided it?

Thank you.

I was asked to show my driver's license, and I submitted it, but it was rejected because a Japanese license is written in Japanese and not in Roman letters.

To be precise, you will need identification written in Roman letters.

Thank you very much, ippon, 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 ippon 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 what is the issue with the verification and what can we do to help the player receive their winnings.

Thank you!

Hello CasinoGuru Team,

Bitcasino user plkun02 contacted our Player Safety and Assurance Team on 07.07.2024 at 09:08 GMT via email asking about a declined 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 to abuse one of our promotions, which is against our Terms and Conditions 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 permanently, with partial return of balance (promotion bonus deducted). 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 information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

If multiple accounts are evidenced by duplicate IP addresses, then that is probably a mistake.

IP duplication can occur on smartphones.

Even though I explained that the account he presented was one that he and his friend were playing on separately, he assumed it was a duplicate, which was a confusing response.

I have never played under the same name, nor have I ever verified the identity of someone under the same name.

Have you verified the identity of any accounts you suspect?

Please investigate this matter as well.

Hello Peter,

We have now replied with the evidence.

Please let us know should you need anything else.

Kind Regards,

Bitcasino Team

We request a fair ruling that duplicate registrations occur when there are duplicate accounts for which identity verification has been completed or when the use of the same line is permitted.

It is unacceptable to judge accounts under different names as duplicates.

Also, I have been informed that my friend's account is a duplicate, so I would like to request an explanation of what kind of evidence is provided.

The final decision of our Player Safety and Security team was to refund a portion of your balance (minus any promotional bonuses) and permanently close your account. You will be notified of this via email and will not receive any further correspondence.

But what does it mean when they unilaterally close your account and then don't contact you again?

There is no reason to contact them when a third party is involved.

I also do not accept the loss of my $1,500 promotional bonus.

I have never received the bonus.

In addition, the wagering requirement for this 1500 has been met, and if it had not been met, withdrawal would not have been possible.

In other words, since you are playing legitimately there is no reason for it to be confiscated.

Thank you for providing me with the information Bitcasino.io representative.

Dear ippon, the casino has provided extensive evidence of multiple accounts, we strongly advise against such behaviour in the future. 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