The player from the United States won a substantial amount, but his winnings were confiscated after it became clear he was a resident of a country listed among restricted countries in the Terms and Conditions. The player was allowed to deposit and play simply thanks to not indicating their country of residence in their profile. At Casino Guru, we believe that restrictions like this should be enforced by software on the casino's side so that players from restricted countries are not able to deposit, play, and consequently end up in a situation like this. We also believe that since the player was allowed to deposit and risk their own funds, they should also be allowed to withdraw their winnings. The casino refused to reconsider its decision in this case and the complaint was closed as 'Unresolved - Against fair gambling'. One and a half years later, we reopened this case as per the casino's request. The casino team decided to refund the disputed sum to the player. Unfortunately, there was a discrepancy between the sum that was refunded (the player's remaining balance, according to the casino's claims) and the sum the player claimed they had in their account at the time of account closure. As relevant logs that would clarify the situation were no longer available and the existing evidence did not prove either way, the complaint was closed as 'Uncertain case'.
Bitcoincasino.io - Player has succeeded in opening an account from a restricted country.
Amount: $1,817
Bitcoincasino.io
Safety Index:HighUncertain case, passive regulator
UNRESOLVED
Case summary
I opened an account made my first deposit, I played and won. i withdrawal my winnings without any issues. after that I made a lot of deposits and played and losted until i finally won and requested to make my second attempt to withdraw my winnings of .120 BTC. the casino then asked me to upload documents to show prof of address and driver license. after reviewing my documents they closed my account and confiscated all my funds because my county is restricted from playing on their casino. if so why did they let me make so many deposits and even withdrawal my first time without any problems. until I win a big amount they decide to closed my account. can you please help me get my funds back or have them refund all my deposits I’ve made. thanks you
Dear vojohn392,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the terms and conditions, and this is what I found https://www.bitcoincasino.io/terms-and-conditions:
"Users from the following countries and their territories ("Restricted Countries") are not allowed to deposit and play real money games: United States of America, United Kingdom, Spain, France and its overseas territories (Guadeloupe, Martinique, French Guiana, Réunion, Mayotte, St. Martin, French Polynesia, Wallis and Futuna, New Caledonia), Netherlands, Belgium, Israel, Lithuania, Greece, Cyprus, Dutch West Indies and Curacao. The Casino cannot guarantee successful processing of withdrawals or refunds in the event that player breaches this Restricted Countries policy."
Since there is no possibility to register an account from a restricted country (see the screenshot below) could you please advise if you have filled in all the personal details when completing your casino registration?
Your confirmation is essential for this case and I’m not asking this to get you in trouble, I’m just trying to understand how the casino handles its own rules.
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 filled out everything. only thing I couldn’t fill is the country. I was able to make two deposits in Bitcoin and withdrawal without any problems. They didn’t ask me to upload any documents or verify anything. so I thought it was ok to continue playing. I’ve deposit multiple times an lost, until I finally won and wanted to cash out. they decided to give me problems. I have all of my deposits record. please help me get me winnings back.
Thank you very much, vojohn392, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej 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.
Dear vojohn392,
I’m sorry to hear about your negative experience. I’ll contact the casino and try my best to resolve the issue.
I would like to invite Bitcoincasino.io to join this conversation.
Dear casino team,
Please note that in Casino Guru, we believe that creating a safe environment should be one of the priorities of great online casinos. A part of this safe environment is that restrictions should be implemented on the casino’s side so there's no chance for players to break it by accident. This situation could have been easily avoided if filling out the country of residence/nationality had been made mandatory before allowing players to place their first deposit. An alternative solution to this problem would be denying access to the website to players accessing it from a restricted country.
Since none of these measures were in place in this case and vojohn392 was allowed to create an account, deposit, and risk their own funds, we believe they should also be allowed to withdraw their winnings.
That being said, we’d like to ask you to review the situation and reconsider your decision in this case.
Dear vojohn392,
In case we do not receive a response from the casino, we will have to close your complaint as ‘unresolved’ and consider alternative options. However, as we’re still waiting for the casino to provide a statement, I’d like to kindly ask you to stay patient.
Hello! Here we would like to explain the situation from our side. The player used the Denmark VPN to bypass the register country block and then filled in Profile info with Argentina residence country (screenshots have been provided to the Casino Guru Team).
We asked to submit documents during the second withdrawal (there were no suspicions during the first one) - the player submitted documents confirming the country of residence not Argentina, but USA (USA is restricted).
As a result player's winnings were confiscated due the violation of Bitcoincasino.io T&C (player intentionally bypassed restricted country block), but the latest deposit was restored to the player's balance and later refunded.
that is not true, my country is not blocked from using your website, some games I can play and some I can’t. The my deposit and my first withdrawal my account profile was not even filled out everything you guys allowed to successfully withdraw, so when my second attempt to withdraw u guy wanted to complete filling my profile information and submitted documents. when I was filling out my profile I could select the country and I even was chatting with customer support letting them that I was playing usa and they told me it would ok. It took 3 days for you guys to verify my documents and during I was still able to play. customer said I would no problem with withdrawal.
your saying I if I didn’t vpn I would have not be able to access your website? That’s not true. You saying is one thing but you guys don’t any type software or anything to restrict my country from accessing your website
i also want to make a point, on my second withdrawal request of .120 BTC you guys rejected and adjust my credits back down to .050 BTC that is more than of my winnings because I still did not fully wager from my bonus spins credits. what I had left I’m from my bonus spins was .000001 I’m not exactly sure but not even enough to make a spin at the smallest bet amount and u guys took more than half of my credits that I won. ok that fine. that my fault. u allowed me to continue playing when after I upload my documents and me chatting with customer support saying that is my withdrawal gonna be process because of my country is restricted. they told me I would not have any problems. during that time I left that you guys intentionally let me play hoping I would lose all my credits. but instead I won back to my original withdrawal amount of .120 BTC and requested to withdrawal again. that’s when u guys closed my account. how is that fair. ??
Thank you, Bitcoincasino.io, vojohn392, for your replies.
Dear representatives of Bitcoincasino.io,
As explained in my previous comment, we believe that this situation could have been easily avoided if filling out the country of residence/nationality before being allowed to deposit had been made mandatory.
In addition, since US IPs seem to not be blocked in any way, we believe it’s apparent that vojohn392 did not have to bypass any blocks when registering. We believe that the correct approach in this case would be to pay vojohn392 all winnings that were accumulated up until the moment the casino became aware that the player was a US resident.
Hi andrej, what happens if casino don’t respond or refuse to give me my winnings? is there any other way that I can get my withdrawal winnings?
Hi there, what is the next step now that the casino did not respond? can you please help
Dear vojohn392,
I apologize for the delay. Please be informed that the issue is currently being discussed with the casino in a private conversation. As we are currently waiting for their reply, I’m extending the timer by 7 days. Thank you for your understanding.
Dear vojohn392,
Yes. The casino representative chose to contact us directly to discuss the allegation (which, as of now, appears to be unfounded) that you bypassed the casino’s registration country block by using a VPN. I will keep you posted on any updates.
With or without vpn anyone can access bitcoincasino.io from my county that they claim that’s restricted. why are they ignoring the fact that they did not implement their own rules. and I did not knowingly use vpn for the purpose of bypassing the blocked IP address. I’m new to online casino. and my vpn was turned on automatically every time I’m in the internet. they rejected my second withdrawal of .12 BTC and reduced it to .05 BTC saying I was playing with a bonus with maximum withdrawal. that’s is so wrong. I deposited and played. why did they allowed me to submit documents and continue playing even after I told customer support that I’m from USA. They even told me that my withdrawal will be processed without any problems. I have the chat transcripts if you wanna see. please help me
Dear vojohn392,
You can forward the mentioned chat transcripts, as well as any other relevant information to andrej.p@casino.guru (or alternatively, you can post it here).
I emailed you the live transcripts already, can you check if u got it? thanks
Ui there is there any updates on my case? and can you check your email to see if you received my email I sent. I’m going financially hardship right now and getting my winnings would mean a lot to me.
Dear vojohn392,
I apologize, but that’s not a question I can answer objectively. I hope for your understanding.
Unfortunately, we haven’t received any replies from the casino since Tuesday this week. The main point we need to discuss with the casino team is the registration country blocking which, according to our tests, does not seem to work properly.
We would like to ask Bitcoincasino.io team to reply to this complaint. We are extending the timer by 10 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.
Dear vojohn392,
Unfortunately, there are still no updates. We tried to reach the casino via other means.
We are sorry for keeping you waiting for a reply. However, we would like to point out that by registering on our website the player accepted our T&C. It is clearly stated there that USA is among the restricted countries in our casino. And we cannot guarantee successful processing of withdrawals in the event that the player breaches this Restricted Countries policy. First of all, it is the player's responsibility to make sure he does not violate our rules. Unfortunately, vojohn392 violated our rules twice - first by registering being aware of our Restricted Countries list. And second time by choosing Argentina as a country of residence not USA. Based on this we proceeded with winnings confiscation but refunded the deposit sum. We are sorry for the inconvenience caused but we had no other choice. Hope for your understanding.
Im new to online gaming, I did not know that my country is restricted from playing, and if I knew I would not even make account. I did not purposely use vpn to try to bypass anything. in the beginning from open an account to making my first deposits and then play and withdrawal my first winnings was so easy. so I thought it was ok to keep on playing. so you guys decided to ask for verification after I win big. and in your terms and condition it only stats that restricted country are not allowed to make deposit or play real money. it does not say restricted country not allowed to register account. yea it’s my fault that I didn’t read your term and condition. but I played fair and square did not cheat. so it’s only fair for me to get my winnings. if your casino would do what u clam which is imply the rules and make it not so easy for anyone to register and make deposits.
like other online casino that I just researched about, your casino does not implement any kind of restriction in your casino webpage so that people like me does not register and play, and worst you guys allow me register, deposit, played and withdrawal without any verification, then decided to ask to verify when I withdrawal big. clearly you guys are not doing your job and a legit casino that you clam to be. why can’t you honor my winnings and give them to me. because I did not cheat. I deposited over $2500 in bitcoin and you only refund me back for $200 in bitcoin sayin you want to be fair and met me halfway. allowing to keep playing after the fact you guys adjusted my withdrawal of .120 bitcoin to .050 and I won back up to .110 bitcoin. then you guys closed my account. I bet if I losted all my money, it would be ok for me to make more deposits. and play.
Thank you, Bitcoincasino.io team, vojohn392, for your replies.
Dear vojohn392,
I apologize, but since the casino is refusing to reconsider its decision in your case, we are forced to close your complaint as ‘Unresolved – Against far gambling’.
I’m sorry I couldn't be of more help, but closing this complaint as unresolved will at least negatively influence the casino's rating and other players can read about your experience in our review.
To avoid situations like this in the future, our recommendation to Bitcoincasino.io is to make filling out the country of residence/nationality mandatory before the system allows a player to make to deposit.
The casino can reopen this complaint anytime.
We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties reach a fair conclusion.
hi there, I’m hoping that this time I can I get my winnings from the casino. please
Hello everyone!
Thank you for giving us an opportunity to resolve this issue once again.
There has been taken a decision to process the subtracted winnings from player's account.
In order to apply the fairest approach, we have calculated the subtracted sum according the exchange rate of the day when the problem appeared.
The exchange rate of BTC on November 15, 2021 was approximately $65,746.27. The sum subtracted from player's account was 0.08343750 BTC.
After the calculation the sum of $5466 or 0.19348830 BTC was refunded to the address player has provided us with.
hi, although I’m happy and thankful that the casino have decided to pay me out after over a year now. but to be exact at cash out amount that was confiscated was .11 not .08343750 and plus I still had credits in my account so I can still play while my withdrawal was being process. please look into this matter, be refund me the correct amount. I did bring this matter up with casino support via email and live chat yesterday before my refund paid out.
and also my .11 BTC withdrawal requested was on November 14, 2021 bitcoin exchange rate was above $68000.
Now that I searched my emails and that’s what I found. They kept on on adjusting and canceling m request. my original withdrawal request was .12 BTC the time and date is in the picture email that I got from the casino
Hi Andrej, the casino have refund my winnings but only $5433. The amount that the casino confiscated from me was $7250 in bitcoin at the time of my request. I’ve bought this up with support, but they saying that they refunded the winnings that were subtracted from my casino account in 2021 when they refunded my initial deposit. they only refunded one of my deposit which was around $200 bitcoin. I don’t remember exactly. please casino since you guys already honor my winning after a year and half. why don’t u guys do it right and fair.
Thank you all for the replies. We’d like to thank Bitcoincasino.io team for their cooperation in this matter. We’re glad that most of the disputed amount has been refunded.
Dear casino team,
Could you please follow up on vojohn392’s most recent comments? Since there seems to be a discrepancy between the amount that was refunded and the amount that vojohn392 requested to be withdrawn back in November 2021, we’d like to kindly ask you to look into this matter. Any relevant evidence can be forwarded to andrej.p@casino.guru.
Hi andrej, I’ve been chatting with casino live support regarding my refund, their responds was they can not do anything about it since my refund is already processed and approved by management and they are not willing to even look into this matter or even forward my request to management. They still owe me $1817 around there. I still have the email confirmation from casino support back then when I made request to withdrawal .12 BTC
Hello Everyone!
Regarding the amount of 0.12 BTC player mentions, it was really requested, but recalled several times and played till the subtracted sum (0.08343750 BTC), which we've refunded according to the exchange rate of BTC on November 15, 2021.
We've sent all the possible evidences to the email you provided us with.
Moreover, taking into account that crypto currency is a highly volatile asset, we consider the casino has fully repaid its debt to a player.
Thanks for your time looking into the issue in advance.
Thank you, Bitcoincasino.io, for clarifying and for providing relevant evidence.
Dear vojohn392,
Could you please comment? Based on the information provided by the casino team, the last withdrawal you requested was for 0.08343750 BTC. The difference between the 0.12 BTC you requested initially and this amount was played down in the meantime. Kindly let me know if there’s any missing information.
Please understand that due to the volatile nature of Bitcoin, it’s close to impossible to determine the date exchange rate from which would be most fair to use in this instance. Given the circumstances, we believe that using the exchange rate from the day after you requested the withdrawal to calculate the disputed amount is an acceptable route here.
Sorry for my late respond. I still have all the email notifications of every time I made deposits and withdrawal request. that is not correct, the last deposit that I’ve made was on 11/13/2021 @ 11:11pm I placed and won and requested to withdrawal .12btc and my account was disabled right after that on 11/14/2021 @ 6:57 am. I was not able to play anymore. and then my withdrawal request of .12 BTC was canceled on 11/14/2021 @ 4:37pm. yes I did recalled and tried to withdrawal again different amount, just to if you guys would maybe let me withdrawal. my account was disabled from playing after I requested my withdrawal. so please the price is here. the pictures are screen shoots of emails that I got from casino. Please check the date and time of the pictures in order.
I have all the history of chat and email notifications with the casino. they are misleading you with incorrect information and not being honest with how they operate that they are being fair. I’m very thankful that the casino choose to pay me out, it’s been over a year now. I thought that this is just my bad luck of playing with a casino scammer. but why you choose to honor my withdrawal now and then not pay me in full. ? p
The casino locked my account was disabled unable to play already before I recalled my request, some how I was still able to request to withdrawal again so Then I requested to withdrawal a smaller amount to see if it would go through, because I’ve successfully withdrawn my first time but smaller amount few days before. that’s the only reason why I started to playing on their site. I deposited multiple times over $2500 and losted. After I requested to withdrawal .12 BTC they wanted to me submit documentation. during that time I was still about to play but with credits in my account separate from my pending withdrawal request of .12btc. They then disabled my account from playing any more games. that’s when I tried to recalled my withdrawal and request a smaller amount.
Dear casino team,
We’d like to kindly ask you to comment on vojohn392’s statements. According to the information provided by the player, they lost access to their gaming account right after requesting the withdrawal of 0.12 BTC, which was before this withdrawal request was canceled.
As the player’s claims do not align with yours in this regard, could you please investigate further and let us know if any details might have been missed?
Dear vojohn392,
Please feel free to forward all relevant communication and evidence to andrej.p@casino.guru.
Hello everyone!
Thanks for looking into the issue.
First of all, We would like to point to the fact that once the account is closed, users are not able request new withdrawals, cancel them, perform any playing activity and access the account.
Regarding the issue itself, the player's account was closed on November 15, 2021. We have informed the player about the reason of closure and further actions via email. We have also provided you with a proof of that.
As you can see from previously attached proofs, by the time of account closure the sum of 0.12 BTC was already played till the subtracted one by the client.
Thank you for checking all the details.
Thank you, Bitcoincasino.io, for providing the additional information.
Dear vojohn392,
According to the evidence provided by the casino team, there in fact was a pending withdrawal of 0.12 BTC in your gaming account on November 15, 2021, however, it was canceled by the casino. After that, on the same day, you requested more withdrawals, the last one being for 0.01 BTC, which was also canceled and your gaming account was closed.
You claim that the reason why you requested withdrawals of lower amounts was simply that you wanted to see if they’ll get approved since your first one (for 0.12 BTC) and all the ones that followed were canceled.
The casino team claims that between the point when your 0.12 BTC withdrawal was canceled and the point when your gaming account was closed, you played your balance down to 0.08343750 BTC.
Unfortunately, the existing evidence doesn’t prove or disprove either version of the story. Since this situation took place one and a half years ago, the relevant logs that would clearly suggest one way or the other are not available anymore (it’s not uncommon for online casinos to dispose of data older than 6 months), the relevant evidence is simply not available. With that being said, we’re left with no choice but to close this complaint as ‘Uncertain case’.
Considering the circumstances, this complaint will not entail any black points, which means that it will not affect the casino’s rating.
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