Bitcasino.io - Player was accused of double-spending.

Am 10.11.2022 2 Einzahlungen getätigt (0,01 und 0,1 BTC) - ohne Bonus. Damit gespielt und anschließend eine Auszahlung in Höhe von 0,328 BTC beantragt. Diese Auszahlung wurde seitens bitcasino.io storniert und ich musste mein Konto verifiziert, dies habe ich getan, dann wurde eine weitere Verifizierung gefordert, dies habe ich ebenfalls getan. Dann wurde ich gefragt ob ich bereits Konten habe, worauf ich geantwortet habe "ich denke nicht". Dann wurde mir eine Liste von Spielernamen gesendet, mit der Frage wie meine Verbindung zu diesen ist - keiner der Namen hat mir etwas gesagt. Dies habe ich Bitcasino mitgeteilt, seitdem habe ich keine Antwort mehr erhalten. Somit unterschlägt mir Bitcasino nicht nur meinen Gewinn sondern auch meine Einzahlung.

Dear IchLiebeBTC222,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address? Were your winnings accumulated with or without an active bonus? Was your account previously verified, please?

If there’s any relevant communication, please forward it 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

Mein Konto wurde nun permanent gesperrt und nicht nur mein Gewinn sondern auch meine Einzahlung einbehalten. Ich kann das nicht ausschließen, da ich normalerweise einen VPN verwende, ob mit der IP schon ein Account erstellt wurde. Ich spiele ausschlie´ßlich ohne Bonus!

Gibt es Neuigkeiten?

Thank you very much, IchLiebeBTC222, for your reply. Could you please forward a screenshot of your deposit from the Bitcoin wallet? Your e-wallet address and the one of casino’s need to be visible. If you’ve made more than one deposit, please send me screenshots of all of them. Any other transactions from your wallet can be covered, we would like to check casino deposits only.

Lastly, could you please advise which Bitcoin e-wallet you own? Looking forward to hearing from you. 

Ich nutze Electrum.

Thank you very much, IchLiebeBTC222, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hi IchLiebeBTC222,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Bitcasino.io to the conversation to participate in the resolution of this complaint.

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.

Hi IchLiebeBTC222,

I got some responses from the casino on Skype. I'm expecting a reaction soon.

Hello Casino Guru,

We have detected that account IchLiebeBTC222 is in violation of our terms & conditions, notably, point 5.19, added below:

5.19. If we determine, in our sole discretion, that you are using the "Double Spend" methodology, Bitcasino.io shall void all bets and winnings. Specifically, if you win, then confirm your deposit on the Blockchain and attempt to withdraw, all winnings will be confiscated, and your account will be closed permanently. We shall also exercise this right where similar activities are attempted from any connected accounts.

As a result of our investigation, the user has been informed via e-mail that their account has been closed permanently, and all balance on the account has been confiscated by Bitcasino.io.

Best regards,

The Bitcasino.io Team

Was ist das denn für eine Ansage? Inwiefern wurde eine Double-Spend Methode angewendet? Ich habe Bitcoin eingezahlt, damit gespielt, gewonnen, fertig. WO habe ich Double-Spend angewendet? Es ergibt keinen Sinn was Sie von sich geben.

Dear IchLiebeBTC222,

If you used double-spending, I'm afraid I won't be able to help you.

Dear Bitcasino.io Team,

Is there any sort of evidence that would support your claims?

Das habe ich natürlich nicht, die Bitcoin die ich eingezahlt habe sind ganz normal bestätigt wurden, das ergibt doch keinen Sinn was das Casino behauptet?

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.

Das Casino hat mich also offiziell nicht nur um meinen Gewinn sondern auch um meine Einzahlung betrogen! Respekt.

It seems that the casino rep is on holiday and should be back next week. I will extend the timer one last time to get the required information.

Dear IchLiebeBTC222,

Unfortunately, it seems that the casino stopped responding entirely. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to respond and change its position, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao Gaming Authority (https://verification.curacao-egaming.com/validateview.aspx?domain=bitcasino.io) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.m@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter

We’ve reopened this complaint at the request of Bitcasino.io.

Dear IchLiebeBTC222,

We received the following message from the casino:

"As we have received identity/Proof of address information from the client indicating they are from a jurisdiction we do not accept players from (Germany), we shall not re-open the account, however we will allow the client to withdraw the remaining balance of 0.328 BTC due to no suspicion of fraudulent activity."

Can you confirm this, please?

Nein, ich kann mich nicht einloggen und somit auch keine Auszahlung beantragen.

Dear Bitcasino.io Team,

Could you please help with this?

Hi IchLiebeBTC222,

Have you sent your wallet address to the casino as requested?

Dear IchLiebeBTC222,

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.

Hallo, danke für Ihre Hilfe. Das Casino hat mir das vollständige Guthaben nun ausgezahlt.

Dear IchLiebeBTC222,

I'm glad to hear that you received your funds. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Peter