Bitcoincasino.io - Player’s account frozen and winnings confiscated.

Good day, I am an affiliate of several casinos and this is the first time I’ve encountered such an issue.

This casino is essentially a scam, and I don’t understand why it is still being promoted by many affiliates. They are damaging the entire casino ecosystem.

I registered there back in 2021. I made a deposit, lost it, and didn't play anymore. Until I decided to deposit 12505 Doge on June 20, 2024.

The balance was then converted to euros, which amounted to around €1440. That same night, I played some live Evolution games and won an additional €1560.

After that, I requested to withdraw €3000 to my Binance wallet in Dogecoin, which I had used to make the deposit.

The next day, my account was blocked as if it never existed. I contacted support, and they initially claimed there was no such account, then they found it. They later stated that I could not play as a citizen of Ukraine. However, when I registered, such restrictions did not exist, and the support team repeatedly assured me that there would be no issues.

At this stage, my account is blocked and €3000 has been stolen.

Dear baks1307,

Thank you very much for submitting your complaint. I’m sorry to hear about the issues you are facing with the casino.

To help us better understand your situation and assist you effectively, could you please provide more details on the following points:

• Was your account previously verified, and did you receive any confirmation regarding its verification?
• When you requested the withdrawal of €3,000 to your Binance wallet, did you receive any confirmation or transaction ID from the casino?
• Could you elaborate on the communication you had with the support team regarding the restriction for Ukrainian citizens?

Additionally, if you have any relevant communication with the casino, 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

Good afternoon, they simply blocked the account without any letters or notifications.

Then I wrote to online support for a long time, where they first assured me that my account did not exist.

Then they found me and started saying that they would return my deposit, but no winnings.

Since I have Ukrainian citizenship and supposedly players from Ukraine cannot play.

But when I asked during registration in 2021, they assured me that you can play and use VPN, and they invited me to become an affiliate.

Pure scam, disgrace online casinos in general. They harm everyone else, including affiliates.

Thank you very much, baks1307, 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 baks1307,

I'm Michal, and I have taken over your complaint. I have reviewed this case and just to confirm, have you not accessed and played from your account for almost 3 years at all?

Have you had any funds in your casino account prior to depositing the 12505 Doge on June 20, 2024?

Although I understand that when you first registered in the casino Ukrajine was an accepted country, but it is nothing unusual that the casinos can change the list of restricted countries over time. Some casinos send email notifications when they will no longer accept players from a certain country, but it looks like this was not the case here. I will contact the casino to shed more light on this matter.

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

Dear Bitcoincasino.io,

Although I understand the list of restricted countries can change over time, and Ukraine is indeed now listed as a "not allowed" country in your T&Cs, but why was the player not notified about this? Has the player filled in his personal information including their address, country of residence, or nationality in their account when they created their account and when Ukraine was allowed at that time or was this inserted just recently?

A common scam that harms all players, affiliates, and casino owners in general. The disgrace of the entire market, they steal 3000 euros each :)

I played from my account, but never once requested a withdrawal of funds, I immediately requested that the account be blocked, but it’s clear as day.

There were no funds, but before that there were deposits.

Hello baks1307,

Thank you for reaching out to us. We value each of our players and always strive to create comfortable conditions for gaming.

Unfortunately, we have to inform you that sometimes our list of restricted regions is updated. We always try to promptly inform players about any changes. In this case, the region you are in was closed on March 27, 2023. On the same day, we sent an informational email regarding this change to your registered email address.

We sincerely apologize for any inconvenience this may have caused and understand that such changes can be disappointing. We are constantly working to improve our services and hope for your understanding.

Best regards,  

Bitcoincasino.io

This is all great, of course, but you want to make fools of everyone.

Promotions continued to arrive in the mail, I did not read the letter they sent, plus the content of the letter itself was extremely unclear.

And most importantly, since you could no longer provide me with services, then why was my account opened, not limited in any way in functionality, and most importantly, in the ability to make deposits?

Return the disputed amount, block all accounts of players who cannot play with you under the updated conditions and the issue will be resolved.

We apologize for any inconvenience caused by not disabling your account. However, by engaging with our website, you confirm that you have read and accepted our Terms and Conditions, which clearly state that playing from Ukraine is prohibited. Additionally, we previously sent you an email informing you that (exact time: Mar 27, 2023 at 4:30.07 (CEST)), regrettably for both parties, you are unable to participate in our casino activities.

Unfortunately, we are not able to automatically prevent users from restricted countries from creating accounts or making deposits. As stated in our Terms and Conditions, users from such regions who manage to access our services do so at their own risk.

Your deposit will be returned in full. We are on it.

We appreciate your understanding and cooperation in this matter.

Fairy tales, fairy tales once again, scum fairy tales. Will it be returned? When? It doesn't take much time to get it back.

Or am I wrong?

Where is the deposit refund?

Why did you continue to send promotions to a player who cannot play for you?

I know why and you know, let everyone know this too, in order to scam people from banned countries who were not banned before.

If I am wrong, please pay the disputed amount in full.

If I'm right, admit that you are a beggar scam, unable to pay 3,000 euros, and don't bother anyone.

This story will spread across all affiliate sites and other forums so that no one has to deal with the petty scam bitcoincasino.io

Dear baks1307,

We are pleased to inform you that the funds will be refunded to your balance shortly. Once again, we sincerely apologize for any inconvenience caused.

We also want to emphasize the importance of reading our terms&conditions and checking your email regularly, especially after an extended break. This will help avoid similar situations in the future.

Best regards,

Bitcoincasino.io

Dear baks1307,

I can agree with you that the casino could have set IP blocking and set their system in a way that customers from restricted countries would not be able to register, play, and most importantly deposit in their casino, however as every casino uses its own platform this is not always possible. Furthermore, your account was opened prior to Ukraine being added to the list of restricted countries and you have not had any activity in your account until recently, so the fact that you are a resident of a restricted country was discovered just recently when you requested a withdrawal. It is an industry standard that player verification is engaged mostly when the player submits a withdrawal. Additionally, you made a deposit via crypto, a transaction that can be done from anywhere, making it difficult for even the best casino systems to detect its origin from a restricted country.

We have received proof that an email informing you that Ukraine would be restricted was sent to you on March 27, 2023, at 4:30:07 (CEST). It is your responsibility to read important messages from the casino, especially when they pertain to such significant matters.

As you and I have been informed the casino is willing to return your last deposit which seems a fair approach. Unfortunately, since Ukraine was a restricted country before your last deposit and winnings, you are not entitled to the winnings.

Dear Bitcoincasino team,

Please let me know once the deposit refund is processed back to the player's crypto wallet.

Pure scam on the part of bitcoincasino.io

Dogecoin has dropped significantly in price, the winnings have been confiscated, everything is clear as day.

I know how mutual settlements between the casino and the Evolution provider work, that is, my winnings go to the casino’s profit.

I consider this a simple theft, the deposit was never returned.

Try to convince the casino that in order to restore its reputation it is necessary to pay in full and as quickly as possible.

They are trying to justify themselves by saying that they sent a letter, then why did they continue to send me promotions and bonuses. If we assume that this is a mistake and not intentional theft, then it is still their mistake, not mine. Plus, the return of my funds and winnings does not incur any loss for the casino.

It's not their money! This is my money! This is pure theft!

And I performed actions on the account, I played earlier and made a deposit, but did not request a withdrawal.

Dear baks1307,

The sending of promotional emails has no effect on this situation. You can unsubscribe from such emails anytime you want, and the decision of whether you want to claim the bonus or not is solely up to you. No one forces you to claim the bonus. Besides, such emails have mentioned that terms and conditions apply, and we always encourage players to read and understand the terms and conditions prior to claiming any bonus and engaging in the gameplay. Promotional emails are a standard marketing tool used by nearly all companies, not just online casinos.

As I mentioned, we have received proof that an email informing you that Ukraine would be restricted was sent to you on March 27, 2023, at 4:30:07 (CEST). It is your responsibility to read important messages from the casino, especially when they pertain to such significant matters. Unfortunately, since Ukraine was a restricted country before your last deposit and winnings, you are not entitled to the winnings.

Dear Bitcoincasino team,

Please let me know once the deposit refund is processed back to the player's crypto wallet in the same currency as you received it.

The deposit has been returned, the payment of winnings still remains open, tell bitcoincasino.io that this issue will be raised on many sites and communities and communicated to people in the form in which it is now.

I think it is fair to return the winnings, since they do not belong to them, in order to resolve the conflict situation.

I hope for your assistance in this matter, especially since in this way they are cheating you out of money from kaa affiliates, if you look deeper at the problem.

Thank you for your support, but until a fair decision is made, the issue will remain open and therefore unresolved in full.

Dear baks1307,

We once again apologize for the inconvenience caused. We would like to emphasize that all players were notified about the region closure. Your account was closed for this reason when activity was detected, as you had not played in our casino for three years prior.

We have refunded your deposit, and this is all we can do in this situation.

Thank you for your understanding. 

Best regards,  

Bitcoincasino.io

The account was not closed when the country was excluded. The winnings stay with you, and this is my money. You took my money for yourself, like many players I'm sure. If that's not the case, let's do it this way.

Will you transfer them to an animal charity, for example? Why not? You are not swindlers and thieves. Return my funds.

Dear baks1307,

I acknowledge your frustration regarding the situation at hand. However, it is important to emphasize that our complaint forum does not condone offensive or abusive language. Mutual respect is essential for constructive communication. Kindly ensure that your responses are written in a respectful manner. Any future instances of verbal attacks or intimidation towards a Casino.Guru member or any staff members of the casino may lead to the permanent blocking of your profile on our website. Let us maintain a civil discourse as mature individuals.

Dear baks1307,

I understand your point about the casino potentially implementing IP blocking and other restrictions to prevent customers from restricted countries from registering, playing, and depositing. However, due to the unique platforms used by each casino, this may not always be feasible. It's important to note that your residency in a restricted country was only discovered when you requested a withdrawal. Player verification is a standard procedure that is typically carried out when a withdrawal is made.

As I mentioned, we have received proof that an email informing you that Ukraine would be restricted was sent to you on March 27, 2023, at 4:30:07 (CEST). It is your responsibility to read important messages from the casino, especially when they pertain to such significant matters. Unfortunately, since Ukraine became a restricted country way before your deposit on June 19, 2024, from which you gained your winnings, you are not entitled to the winnings. In fact, we received your account activity from the casino, but before you used your account again on June 19, 2024, there had been no activity since October 12, 2021. It is of course up to you how often you access your account and how often you play, however, it is the player's responsibility to regularly check for any changes in the casino's policies. The casino has returned you your last deposit which is a fair thing to do, but outside of this, there is nothing more we can do.

After gathering all the necessary information and evidence we are forced to reject this complaint. The casino team acted within its established rules.

Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.

Best Regards,

Michal

Casino Guru