Bitcasino.io - Player's withdrawal was declined and his funds were deducted.

Hi.

Yesterday I have been playing on Bitcasino.io and used a deposit bonus to double my funds.

The site did not indicate anything like I'm not eligible for this bonus or anything, it let me to play with the 100USDT deposit + 100USDT bonus right away.

After completing the wagering requirement and requested a withdrawal all of a sudden they have declined my pending withdrawal request, and then first they have returned my funds to my account, but right after they did another transaction and deducted almost all of the balance except 4.22USDT. So what they did is declined 869.87USDT withdrawal, returned 869.87USDT and deducted 865.65USDT (as seen in attachments)

Nice to know that I've used NordVPN like I do on any other casinos, but their ToS does not seem to mention that it is prohibited.

Upon talking to the chat agent they told me what I was not eligible for this bonus and the balance was corrected.

I would like to have two questions answered, but on the safety@bitcasino.io address what the chat agent suggested to contact gave me exactly the same answer what they have said on the chat. Good to mention that they're refusing to answer to any further questions in email.

• How comes that I'm not eligible for the bonus? Referring to a ToS rule without stating explicitly how did I break it does not seem to be fair.
• Where did my deposit funds went? Why does I have 4USDT left after 'correction' if I have deposited 100USDT to a bonus which according to them I shouldn't get?
• What happens to those who deposits, but ineligible and loses their money? Is it a good practice and not shady at all to allow people to deposit, the website lets them to use the deposit bonus, but if they win they get corrected to almost zero, but if they don't then it's all good, because they lost the money to the casino?

I'm well aware that there are cases when players are breaking ToS rules, and my previous experience was that if I broke any ToS rule on any other websites they're refunding the initial deposit amount without any hassle. Looks like it is not the case here, they took my winnings, my deposit, and refuses to communicate any further than sending a very brief and non-detailed response to the first contact.

I'm really hopeful that this complaint will not just help me getting either my winnings or my deposit amount, but also others to really think about whether they want to deposit or not.

Dear bnc69,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify the situation.

Has the casino explained to you in more detail why you are not eligible for bonuses?

Could you please specify if you submitted the correct country of residence when you opened your casino account? Have you filled out your profile with the correct personal information, including your location?

Did the casino customer support suggest that using a VPN caused the forfeiture of your balance?

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

Dear Veronika,

They did not explain anything besides those two messages I have attached to my complaint.

They didn't suggested that the VPN might be the issue either. I have also completed KYC on their website after they have declined my withdrawal just to be on the safe side.

Best regards,

Bence

Thank you for your response. Could you please send me the link or the screenshot of the bonus you activated and played with? Was this bonus available in your profile or did you activate it through some promotional code you found on a third-party website?

I have attached a screenshot of it. It was available after registration immediately in the Rewards page.

Could you please specify when exactly you opened your Bitcasino account?

Have you activated any bonuses before?

The account has been opened at August 4th 4PM CEST.

No prior bonuses were activated.

Thank you very much, bnc69, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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 bnc69,

I'm Michal, and I have taken over your complaint. I have reviewed your case and although I acknowledge your concern regarding the necessity for the casino team to provide a clear explanation for your ineligibility for the bonus. However, the email you received from the casino team indicated that your account was flagged, referencing rules 8.4 and 8.6.

Can you confirm that no one from your household has claimed bonuses previously?

I will contact the casino to shed more light on this matter.

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

Dear Bitcasino.io,

Could you kindly provide clarification on how the player may have breached your terms and conditions? If this information cannot be shared publicly, please forward it including any supporting evidence to me at michal.k@casino.guru

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Casino Guru Team,

We apologise for the late reply.

Our Player Safety and Assurance Team found the player's account maxco69 to be breaching our Terms and Conditions rules 8.4 and 8.6 related to the recent completion of a cash reward.

The mechanics of the completed reward involve that the player deposits funds and a 100% matching reward is credited to the account. The reward must be wagered 30 times in order to be able to withdraw. The full amount of the deposit after enabling the reward is locked, and while wagering, the locked funds are used first followed by bonus money.

During wagering, the user maxco69 used all of their initial deposit and started wagering with bonus money, eventually reaching the wagering requirement. But as fraudulent activity was detected, our Player Safety and Assurance Team manually removed any bonus or winnings derived from the reward and the wagering. As the user consumed all the deposit amount, the whole reward was deducted from the balance (865.65 USDT), leaving the user with 4.22 USDT, which were funds won after the completion of the reward.

We shall provide additional information to Michal of Casino Guru, showcasing our investigation results and relevant evidence to our decision.

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

Best Regards

Your Bitcasino Team

So basically because you have a bonus which locks the deposit amount as well as the bonus, there was no way to retain the deposit amount after starting to play with the amount.

How comes that you allow people to do such, but do investigations only after they complete their wager requirements and requests a withdrawal?

Do I understand it correctly that you do not care about it at all, and be like "if you breach any rules let's play and either way we win and take the money"?

Regardless of the outcome this seems to me a bit of bad business. But it's up to you I guess.

Dear bnc69,

I would like to clarify that it is customary within the industry for a gameplay check, along with other verifications such as KYC and AML, to be conducted primarily after a player submits a withdrawal request. It is typically at this stage that any irregularities or discrepancies come to light, which leads me to respectfully disagree with your previous statement. I will continue to await the supporting evidence from the casino team.

Dear Bitcasino Team,

I'm awaiting supporting evidence for your actions. Please forward it to me either via Skype or to my email, michal.k@casino.guru

Dear Michal,

We have sent you the evidence via email.

Feel free to get back to us should you have any other questions.

Best Regards

Your Bitcasino Team

Thank you for all the provided information and evidence, Bitcasino Team.

Dear bnc69,

Unfortunately, after gathering all the necessary information and evidence, we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions - multiple accounts associated with the same or very similar personal details, user agents, emails, and matching IP addresses. All the linked accounts benefited from bonuses. All these findings cannot be considered a mere coincidence. Casinos have a very strict policy regarding multiple account cases that have been used in this way. I can assure you that we, as an independent party, have reviewed all the information and evidence thoroughly, and the casino team's actions were according to its established rules as was communicated to you previously.

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, and we will try our best to help.

Best regards,

Michal

Casino Guru