Bitcasino.io - Player's withdrawal was denied and their account was closed.

I applied for a withdrawal on 6/16 and was denied!

I had been communicating with the casino until 6/25 for KYC registration, research, etc., but they refused my withdrawal and closed my account for reasons I do not understand!

I think the casino did this because they don't want to approve me for a big win and I would like to ask for help from everyone at casino guru.

I am attaching an email with the proof of KYC completion and the details of the denied withdrawal and what they said was a violation of their terms and conditions.

As an addendum, I successfully withdrew 11095xrp on 6/15 from the same account.

Dear gagaga,

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 to make sure I understand the situation completely.

How long have you been playing in this casino?

How many successful withdrawals have you made in the past?

Have you accumulated your winnings with or without an active bonus?

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

Best regards

Veronika

Hi Veronika

Thank you for your reply.

I will answer the following questions

>>How long have you been playing in this casino?

I have been using it since 6/12/2023

>>How many successful withdrawals have you made in the past?

I have succeeded only once. At that time, we successfully withdrew 11095xrp.

>>Have you accumulated your winnings with or without an active bonus?

I did not use any bonuses. I used my own funds and the winnings I got from playing the game to increase my winnings.

Could you please advise what types of games did you play?

Thanks for going ahead with the correspondence, much appreciated.

I played about 20 different slot games and live games.

I don't remember the exact number and I can't log into my account so I don't know which games I played.

I did not gamble on sports.

Thank you for the quick response. Could you also specify what types of live casino games have you played? Was it roulette, blackjack, baccarat, or something else?

The following is what we have played in live games before.

Show game type roulette (e.g. Monopoly)

Blackjack, Baccarat, Texas Hold'em, etc.

As a side note, I lost about 100000$ in live baccarat lol

Thank you very much, gagaga, 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 resolved to your satisfaction in the near future.

Correction, it's I, not we, and I'm using a translation, so I apologize if it's translated incorrectly.

Below is what I have played in live games before.

>>Thank you very much, gagaga, 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 resolved to your satisfaction in the near future.

Thanks Veronika, that really helps!

Hello there,

Thank you gagaga 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 the withdrawal was denied and the account subsequently closed.

Thank you!

Hi Peter.

I appreciate CasinoGuru's quick response.

Thank you for your continued support.

Hello gggga and Casino Guru team,

Upon contacting us, the user was requested to complete a KYC (Know Your Customer) procedure by our Player Safety and Assurance Team.

Upon completing the KYC and answering a few questions, the investigation was concluded by our team and the user was notified that their account was in breach of our General Terms and Conditions point 2.1.18:

2.1.18. You accept and acknowledge that we reserve the right to detect and prevent the use of prohibited techniques, including but not limited to fraudulent transaction detection, automated registration and signup, gameplay and screen capture techniques. These steps may include, but are not limited to, examination of Players device properties, detection of geo-location and IP masking, transactions and blockchain analysis.

The user was using a prohibited technique to ensure higher winnings. 

As per the final decision informed to the customer, the account would remain closed with no balance returned.

Kind Regards,

Bitcasino.io Team

Thank you very much for the update. Dear gagaga, are you aware that you have used a prohibited technique to ensure higher winnings, if this is the case the casino has the right to confiscate your winnings and close your account and sadly we will have to reject your complaint.

What exactly are prohibited techniques?

The play I was doing to increase the amount of money was to bet low and keep losing for a while

I just placed high bets when I thought I could win.

Does this count as a prohibited technique?

Also, keep in mind that this method is not a sure-fire winner.

I mean, closing the account for this reason would be fraudulent, what do you think Peter?

We were informed that you abused the currency switcher, betting a small sum in JPY until you hit a multiplier and then changing the next bet currency to higher value currency like USDT to make the most of the multiplier that was earned cheaply. Even though we believe this should be prohibited on the software level the casino has the right to enforce its rules and sadly confiscate your winnings. I am sorry we could not be of more help on this occasion.

Dear gagaga,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

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.