Bitcasino.io - The player's account got closed.

Very disappointed by this casino , I lost around 30K ,

Have not made a single penny on there casino on slots , 6 days ago, I made another 5k Deposit and they Suspend my account without sending me any email or alert which is highly suspicious, onsite support told me to contact security email which I did , they responded after 3 days and send me to verify my account on a link which i did , I also already verified my account via account tab , so I twice verified my account and send them email that I completed the verification , now its 6th day there is no response, How come you suspend my account without notice or email ? , Also read there terms which are very scary .

i will keep you updated on this case as its my 7th day after the 5K deposit .

I am wondering with crypto payment when you are loosing they shldnt do this , unless i won something big and yes then they have right to do so .

any admin alive from casino here?

Hello jutrner786,

Thank you very much for submitting a complaint and I'm really sorry to hear about your issue with Bitcasino.io Casino.

Please allow me to ask you a few more question before we would move forward.

How long after depositing did the casino closed your account? Did they contact you since to explain the situation? Did you even play with that last deposit of 5000€?

Looking forward to your answer and I hope we will be able to help you out.

Regards,

Nick

Hello Nick ,

They didn't closed my account , Its just suspended (not Functional), sports bets, slots and withdrawal not working (nothing actually working) , I can login but cant play , I have no idea when did they suspend the account , they never send me an email or explain anything to me , They give no reason or no email which is kind of suspicious , I contact onsite support and they told me to send an email to security team which i did , security team replied after 3 days with a link to verify my account , which i already did in account TAB , But any ways i verified once again on there provided link and now its third day no response , Onsite chat always says we forward your request to security team , like what security team ? its 2022 , i am playing on stake and they reply within seconds no delay no security team kind of thing , I am now concerned that they will make excuses and eat my 5K , which is a pure scam . I joined there casino last week of FEB this year after i win 1 Million Dollars on stake , the slot i won on was from push gaming (Bison battle) , I want to try that slot on another casino to try my luck , so i came to this casino , I lost around 30K ,After the last 5K deposit my account is no longer working .

Never seen such kind of thing when you pay with crypto and when you lost all money and not taking a dime out ,

Ok if i win something and i have to withdraw yeah they suppose to check me for kyc or proof of funds , but not when i am loosing , Now i go throw kyc twice and still account not working .

i am feeling for those who play via Credit card or bank deposit .

Read couple of reviews about this casino and i see they have scammed alot of people in past as well in the name of kyc .

I will take my 5K back and never play on this casino .

Just waiting for security team reply this is third day .

Regards,

Johni T*****

Hello jutrner786,

I can confirm that the casino can make such checks in case you deposit a lot. They need to be sure that you are using your own funds and if there isn't any fraud happening but if not, there is nothing to worry about. As usually it might take a week or two to check everything, I would recommend to wait at least until the end of this week or the next week for it to be finished. Please let us know if anything would change or if there would be any update regarding the case.

Regards,

Nick

Dear Nick,

I am ready to provide any documentation and proof of funds if that is the case , but the communication is not good from the casino , I been playing on stake and bovada , yes they asked me for proof of funds at some points when my wagered amount crossed million dollar figure , which i provide but the communication and time windows was not more than 2-3 days , I sent 3 emails to security and no response .

This is pissing me off ,

i am still waiting n waiting

Hello jutrner786,

As I mentioned above, I would recommend to wait at least until the end of the week to give enough time to the casino to process the documents. If they won't respond until then, we will definitely try to intervene. In the meanwhile you can forward us the communication between you and the casino to nikolas.b@casino.guru in case of further investigation..

Regards,

Nick

Hello Nick,

Thx for reply , There onsite chat log cant be saved , After my account was bocked i go to support and they told me to send an email to support which i did , support replied after 3 days with a link to verify my account i verified there and now its 2nd week no reply from them and account is still blocked , i will send you email log soon .

Regards,

Johni T*****

Hello jutrner786 and thank you for the e-mail too. Based on it, the casino seems to have received your documents only like a week ago. Please be sure to wait until next week as we usually recommend players to wait at least 14 days to be fully verified and receive their first withdrawal. If the casino wouldn't verify or respond to you until then, we will definitely intervene.

Regards,

Nick

Dear jutrner786,

We haven't hear from you in a while. Please note that the complaint will be rejected if we won't get any respond within the next 7 days.

Dear Nick,

What should i say ? its more than 24 days and i have not heard anything from casino , they just holding my 5K deposit and not responding . I came here for help i hope i will get the help .

Thanks

Thank you jutrner786 for all the information. I will now forward your complaint to my colleague Viliam who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

OK Thanks

Hello there Viliam 

: )

Hello jutrner786,

I looked at your complaint and will do my best to help you. I would like to invite Bitcasino.io into this conversation. Casino, can you please specify why did you suspend the player’s account?

Hello,

Following a thorough review of the account, our Player Safety and Assurances team has made their decision to unlock the said account 'jturner786' for settlement and informed the user by email to withdraw his current balance, after which the account will be closed permanently. Further details have been provided to Casino Guru team to help mediate.

Kind regards,

Bitcasino.io Team

Dear jutrner786,

follow the Casino's instructions and let me know about your progress, please.

Thank you For releasing my Money ,

I dnt want to comment further on any thing even tho i lost 30K on this casino .

Thank you Casino Guru for your help

its highly appreciated

Regards,

J Turner

Thanks Nick and Viliam

Dear jutrner786,

can I consider this complaint as resolved, please?

Dear Viliam ,

Yes issue is resolved , Thanks for help .

Regards,

J Tuner

Dear jutrner786,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards,

Viliam Casino.Guru