Bitcoincasino.io - Player's withdrawal was denied due to an allegation of breaching the maximum bet rule.

A deposited without a bonus I had thought I realized during play when I went to go withdraw that I that they had attached a bonus to my deposit I talked to the support people and told them I did not want the bonus as I had not attached one to it because that's not how I normally play I do not use bonuses unless they are no deposit or no rules and I asked them to remove the bonus from my deposit they said you already have 33% played through and my bet never exceeded 0.0003 not once that was the max bet that I bet the whole time during my play before and after talking to them okay so I was like okay I'll continue playing with it then cuz 33% it wouldn't be that bad then okay so I continued playing nothing none of what I was playing was affecting my playthrough I played I was playing different games a little bit none of it expected my players so I went back and I talked to support I was like what was the bet and games that I was playing it took me an hour to finally get them to actually communicate with me that wasn't BS rigamoral trying to tell me send me in circles so I quit asking anyway they finally told me the game and the bed and I went back to the game in the bed and continued playing at which like I said as I said it never once exceeded 0.00003 any but I made and they already knew that that was a bet that I had made because I had been playing and they went and looked at my play they looked at my everything to tell me before while they were showing me the or telling me that I had a bonus there they encouraged me to go in play again instead of removing my bone or removing the bonus like I said and asked for then I when I got to where I wanted to withdraw I went and I initiated the withdraw and I waited and I waited and I waited and I waited and I asked them what's taking so long for my withdraw and I gotta BS answer and asked again well it takes time for him to do the which on the page out and everything and it's fine and everything don't worry and blah hours and hours and hours later I get an email saying that my that it was rejected because I had exceeded the amount per bet for the bonus which is a bunch of BS they could have given me my deposit back then when it happened earlier instead of if that was the case for the bonus they are just not wanting to pay me my withdraw my payout.

Dear grauskye,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Bitcoincasino.io

Our position regarding maximum bet rules is closely explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets:

The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

However, if you feel like you have been accused mistakenly, feel free to forward me your game history together with a link or a screenshot of the specific bonus that was added to your account. My email address is tomas@casino.guru

If there is any other relevant communication between you and the casino, please send it as well.

Thank you in advance for your reply.

Best regards,

Tomas

I would love to do that if you would provide me with that information as to that this is all I have.

Where do I add attachments

Dear grauskye,

You can upload screenshots here in the complaint thread,

alternatively, send me the information to my email at

tomas@casino.guru

Did you receive my email?

The representative from the casino didn't tell me what the bonus was only that it was mandatory for beginning play. Why don't you ask them for copies of our correspondence, I'm pretty sure they keep it to cover their butts. That will prove that what I'm saying is true. They could've given me my deposit back they allowed me, encouraged me even to play! 



They didn't tell me when I asked them to remove the bonus that I had exceeded it, if I really did in fact exceed it. The bonus that I never asked for. If I had exceeded the bet max why didn't the representative tell me when I had talked to them instead of encouraging me to keep playing? Request a copy of their chat records and my play history. It's also not €4,165,546 it's 0.04165546 BTC

Thanks for your messages, I changed the disputed amount accordingly.

I checked the casino bonus terms and conditions and I found this: https://www.bitcoincasino.io/bonus-terms-and-conditions

Until the play through requirements have been met, the maximum allowed bet that can be placed is: 0.00022 BTC, 0.04 BCH, 0.003 ETH, 0.1 LTC, 60 DOG, 5 USDT, 5 EUR, 5 USD, 50 NOK, 10 CAD, 10 NZD, 10 AUD, 400 RUB, 40 CNY, 700 JPY. The max. bet limit includes bets doubling after a game round has been completed and bonus rounds (purchased within the game).

Could you please advise if the bonus that was credited to your account had a different value of the maximum allowed bet than 0,00022 BTC?

Could you please send me the correspondence in which you asked the casino to cancel your bonus?

Could you please specify which bonus was credited to your account?

Thanks in advance for your reply.

How do I get them to give me a copy of the chat? Plus I asked them during that chat if there was a Max bet and they said byes €5 and no max cash out. If I had gone over the max bet why wouldn't they have told me then when I asked them? I'll try to get a copy of the chat from them but truthfully they don't seem like they're very honorable. Which is a bummer because I was excited about making them one of my main casinos. I go through 2500-5000 a month playing and some of the other casinos started acting shady so I was looking for a new one. It's disappointing. Do you have any suggestions as to how to get them to give me a copy of the chats?

Dear grauskye,

Thanks for your messages.

Unfortunately, you repeatedly bet over the maximum bet limit of 0.00022 BTC betting 0.0003 BTC on multiple occasions. Not all casinos enforce max bet rules via software.

Did the casino support inform you what the max bet was in BTC when you contacted them via live chat?

No they didn't. They only said that it was $5 in USD. He then kept encouraging me to continue to play so I thought that I hadn't gone over the max bet or he would've said so so I just made sure that I didn't bet more than I already had.

I wish we could be of more help.

I can only recommend you pay attention to maximum bet rules set in bonus terms in the future when playing in the bonus and make sure that a bonus is credited to your account when starting to play.

Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.