Bitcoincasino.io - The player's winnings were voided.

Hello. I’ve been a member of bitcoincasino.io since 7/2021. I’ve made many deposits and withdrawals within that timeframe with no real issue until now. I deposited 13,093.70388161 DOGE and received a bonus of 20% (~2,618 DOGE) on this transaction. On the deposit screen to apply their "TUSK" bonus, there are no bonus restrictions listed other than 40x playthrough and a max bonus of 400,000 DOGE. I’ve used bonuses on their site plenty of times prior to this with no issues on withdrawals. 

I hit a significant win of just over 100,000 DOGE and played it down to this number and submitted my withdrawal request – quite happily. To my astonishment the next day I woke up to an email saying it has been cancelled for violating their TOS Bonus rules by betting over their maximum bonus allowed amount and they have removed all money from my account and simply refunded me that original deposit. I have communicated with them on this via email and they stand firm on the TOS violation.

I must take issue with this. It may be a longshot, but I’d like to present my case to a 3rd party impartial representative who can perhaps assist in mediating here.

My concerns stem from multiple points:

-       There are no restrictions listed when you deposit. Yes – the bet maximums are listed in their TOS – and only there and buried in jargon that no one actually reads line for line. There is no mention of this where it matters – when the player makes the deposit.

-       I enjoy gambling – I play on many different sites. These other sites have software in place that if you are under bonus restrictions it will simply not allow you to bet more than their rules allow. It’s 2023 – technology exists to minimize issues like this. The fact that bitcoincasino.io does not have the proper software in place to enforce this is not my burden to bear.

-       They let me play. I placed fair wagers throughout the night long after that bonus 40x playthrough was satisfied. If their system accepts the bets and happily takes the money for that transaction, how can I be penalized for this? Again – it’s 2023 – technology should have stopped these bets. If I lost it all or kept gambling with those winnings, would I have even known about this max bet restriction?

-       This only seemed to come to pass due to the size of the winnings. A 100,000 DOGE cash out as of today with DOGE trading at .08 cents(US) is about $8000 USD. This is substantial to anyone. To have it voided after a full night of playing with it and having no recourse or way to dispute is disheartening and leads to huge trust issues with the system in general. It almost seems like they will look for any way to void large withdrawals for any reason.

I will say the VIP team has responded kindly enough but is adamant that this issue is closed, and they will not pursue it any further. Support on the other hand simply says sorry and that I should have been more attentive – completely blowing off any responsibility on their end to be clear and forthright with their players. I am happy that I have been refunded my original deposit, but this isn’t how these systems are supposed to work. There is a trust that has been broken and a need for this to be rectified. I have email communications in which I have tried to negotiate in good faith and can provide whatever additional information you require for your assistance with this matter. Many thanks for making this service available to the players and for the help you are providing.

Hello Tango22,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Bitcoincasino.io. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Can you please send your full betting history to nikolas.b@casino.guru? Is there any link to this specific bonus you used? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello Nick,

I have emailed you the requested information. Kindly let me know if you need anything else.

Hello Tango22,

Thank you for the e-mail provided. However, it does not contain your betting history which would show whether you did bet over the allowed limit or no.

Can you please send that to my e-mail?

Hello - I mentioned in the email that the website only shows me the last 50 bets. I did send that to you in a follow up email. I can request this from the casino but I’m not sure if they have or will provide. Let me know and I will make the attempt.

Hello Tango22,

To answer your question asked regarding breaching the max bet - unfortunately it is not yet an industry standard to technically assure max bets within online casinos. We would love to see it in every single online casino in the future to prevent such situations from occurring but for now, the players have to read the terms carefully specially if they are accepting bonuses. This rule is very common and if you enjoy taking bonuses, always be careful as most of casinos has different rules regarding the max bet.

As you did write that you breached the terms, we must assume that the casino did nothing wrong just followed their own terms.

Is there anything else we could assist you with?

The only reason I breached the terms is because I always bet over that restricted amount. Even when taking that bonus multiple times before - always the same bets - never below. It shouldn’t be legal for them to accept the bet if their terms specify you aren’t allowed to place it.

I guess it’s player beware. I would assume that if the technology is available but not implemented that sites like this would use situations such as this to help get casinos to enforce that software to help alleviate situations such as this. Apparently you will sit on the sidelines and let players be taken advantage of instead. It would have been nice to see some proactive dialog to help the community as a whole instead of simply "the TOS is the Bible" kind of response. How are things going to change if no one holds them to better standards?

I’m not bashing on you - your service - free as it is extremely valuable to players so I do thank you for the time and opportunity in reviewing my case. This was a long shot anyway. I knew coming into it this would more than likely be the result.

As they say - the house always wins.

Thanks for your efforts. I guess you can close this case.

Hello Tango22,

We would like to see every single online casino to implement such system where the players can't bet over the maximum allowed limit but currently only very little amount of casinos do it so it is not considered as industry standard yet.

Players should always read the terms before registering into a casino and specially bonus terms if they plan to claim them.

I'm sorry that we could not help you out with this case but as you even admitted the breach of terms, we can do nothing.

Please do not hesitate to contact us if you will come across any other trouble again in the future, we will gladly try to help you.

Regards,

Nick