Bitcoincasino.io - Player's account has been closed.

I don't know if you guys can help me with this but I'll take my chance. 

So, I have an old account with them where I always deposit bitcoin and played from my personal laptop. With time, I think I lost over 5000 EUR or more but that's not the problem. In case of an withdrawal, they always approved it in 1-2 hours, never asked for anything else ( because the total amounts deposited in time were way higher than my withdrawals probably ) , and this is what I want to talk about now.

Yesterday, I was on a business trip and I created a new account on their website from my work laptop, deposited around 250 EUR without accepting any bonus. I played some slots and won. When I reached 2400 EUR, I decided to withdraw.

After 16 hours they declined my withdrawal and asked me to submit my ID and a proof of address document. No problem, did that also. 

After that, they asked me to upload a selfie holding my passport and a QUOTE: "checkered/lined piece of paper saying Hello, casino name and current date / Please note, that the sheet shouldn't be monotone. Use a sheet with additional textures, e.g. checkered one. "

So I searched my house for a CHECKERED " PIECE " of paper, as they asked, and uploaded the selfie.

After that I asked them if everything is ok and they said I need to take another selfie with the same requirements but to use the entire sheet of paper, which is absurd because I don't have this kind of paper in my house, only blank paper.

They said they can't do anything else if I don't send them this picture again so I started an argue with them and asked them to return my initial deposit of 250 EUR and close my account. They closed my account and no money was returned.

Now, my point is as follows. Is it normal to ask this stupid verification and reject it all the time only to those who win ? Because on my other account where I am loosing over 5k EUR, nobody asked for anything and withdrawals were processed always in 1 hour . This is not fair and honestly I don't care too much about the money, as I care about the principle. Their terms say that verification might be required for the first withdrawal, but they should tell people that verification is required for the first withdrawal in case you win, because if you loose and give them your money, nobody cares who you are. This really seems like a scam and I hope somebody does something. I attached to this email all the documents that I sent to them and if you need more proof, I can show you screenshots of the transactions from my old account, where nobody asked for anything, because I am still loosing on that account.

Thanks for your time 

Dear carsoals,

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, so I can understand the whole situation completely. Just to clarify, am I correct in understanding that you created a new account even though you already had an active account with the casino? Could you please provide more information on the reasons behind your decision to open a new account?

I have checked the general terms and conditions, and this is what I found (here):

"9. USE OF PLAYER ACCOUNT

Each player is allowed to create only one (1) personal account. Only one Account for each household, IP Address, PC is allowed.

Creating multiple Player Accounts can lead, at the sole discretion of the Casino, to termination of all such accounts and cancellation of all payouts to the player. The player shall not provide access to their Player Account or allow using the Website to any third party including but not limited to minors."

Have you communicated the possibility to open a new account with the casino beforehand? 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. Thank you in advance for your reply.

Best regards,

Petronela 

Hello, thank you for the quick reply.

Honestly I never thought that I have to go through this but I am going ahead just because I know their terms are ambiguous and they themselves do not respect them.

So, first of all, the terms that you mentioned above, don't apply in my case, because they can not prove that I have a second account, so my new account should be treated like an unique account. I am the one who told them that I have an old account where they never asked even my name, because my total withdrawals there don't exceed my total deposits, so they didn't have a reason to ask my name or any other verification. As long as you loose money on their platform, they don't care who you are. Please ask them to tell you which is my old account and if they are correct, I promise I will drop all this nonsense.

I don't care about my winnings, I care only about the fact that I am a gambler, and I feel that I am being scammed . I have an account on most of the bitcoin casinos out there and this never happened to me before.

So please ask them to prove me that I have another account. They should ask these verifications before accepting my deposits, simple as that. it's a completely rip-off

Thanks a lot for the quick response and support !!!!!!!

I apologize, but you have acknowledged creating a duplicate account. Given this admission, it becomes unnecessary for the casino to provide proof. Could you kindly clarify the reason behind creating a new account instead of using your existing one?

Dear carsoals,

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.

I apologize for not being able to provide more assistance in resolving this case. Please feel free to reach out to us if you encounter any problems with other casinos in the future. However, due to the reasons mentioned above, I must reject this complaint. Thank you for your understanding.