Bitcoincasino.us - Player has been accused of opening multiple accounts.

Hello Roger, 

I am sure you are extremely busy. So I apologize for getting you involved in something you will probably think is extremely trivial. 

I understand if you don’t want to waste your time reading my long winded email. The point of this is to be paid what I am rightfully owed by your casino. At the bottom of the page I listed the deposits I had made to you casino, just in the last two months alone. 

I won what probably will seem to you as a very insignificant amount of money. I won .033BTC. , I had made an initial deposit of .0017. 

I was told the decision was made not to pay me because someone has created another account using the internet. I have no clue who it would have been, but I can tell you with absolute certainty it would have been someone who would have ended up making a deposit to your casino. 

I’m am asking to be paid what I believe is owed to me. If the decision is made to pay me and you want to keep me as a client I will continue making deposits. If I am paid and given assurances that this won’t happen to me again. I am totally willing to chalk this up as one of your staff members having a bad night and discarding a withdrawal that should have been paid immediately.

I welcome you to read the entire email, but that basically sums up my issue.

Moving forward,

Before I go any further, I wanted to also make sure I apologize to your staff if I came off as being a jerk because I am not a jerk at all, I was just extremely angry that after making so many deposits and feeling like a true Vip that I could be treated so poorly. I just feel like after investing thousands into your casino. It’s crazy to think I would have an issue regarding a withdraw when I finally won. It’s not even an absorbent amount of money. Especially when the only time I had withdrawn money was due to a non-deposit bonus given to me by the vip team without even asking for the bonus. It wasn’t a lot and I think I pretty much redeposited it back to your casino. 

I digress, let me get to the point of my frustration, apparently there was another account opened, it wasn’t me, however I had a Eurchre party and told everyone about the casino. They apparently opened accounts using my WiFi or remote control. I haven’t been able to get a straight answer. 

I won .033btc, that’s roughly $650 bucks, not even remotely close to what I have deposited into the casino.

I didn’t enter any bonus code, however, your casino automatically applies a match bonus on your first deposit of the day. Fortunately I was able to get through the play through, the only reason I don’t indicate that I don’t want bonuses is due to the no deposit bonuses you folks offer occasionally. So I made a deposit of .0017btc. After winning from withdraw was discarded and eventually my account balance was reduced to the original deposit amount. 

Now what’s even crazier is that since this incident I have received email marketing request asking me to use the casino. In fact they want to apply a match bonus if I am willing to make a deposit. Why ? 

Why would you send a client marketing emails, offering match bonuses after you discarded a withdraw because you said someone else opened an account with my IP address.

What are you trying to accomplish by offering bonuses knowing you didn’t pay me the last time I made a deposit.

This is very important to me. I eagerly await a response, I have a list of other members of the brass and other folks associated with the casino. I just want to give you another opportunity before getting anyone else involved. Again, I think your product is top notch, from the gaming to the folks handling your chat and customer service. In fact until now, I even raved about your vip staff. Unfortunately I won’t lie, Tom is obviously not on my Christmas card list this year. 

I would love to remain a client, but I totally understand if after paying me, the decision is made to end our relationship. I would completely understand, but I feel like I am owed the amount of the withdrawal. 

Here is a list of my deposit in the last two months.

Dear Christyman2519,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked terms and conditions, and this is what I found https://www.bitcoincasino.us/terms-and-conditions:

"The Company reserves the right to check player’s identity prior to processing payouts and to hold withdrawals for the time needed to check the player’s identity. In case of false personal data provided by the players, the withdrawal can be refused and the user account can be terminated. Only one account is allowed per person, household, address, shared computer or IP address. Your account will be disabled and your balance will be forfeited if we believe that you're using multiple accounts. The player will be informed thereof by email."

Could you please advise how long ago you have registered your account and if it were fully verified in the past? Please forward any relevant communication or screenshots of your cashier history 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

Thanks so much, they haven’t told me who else opened an account.

I would be willing to get verification for anyone else who opened an account, if anyone truly did, I can tell you with 100% certainty that no duplicate account was ever opened by me.

they honestly haven’t ever told me the persons name who opened an account account while they were at my house.

i opened my account March 15th 2020.

I wish I could past my deposits since then you would see I have made hundreds of deposits. So it’s crazy for me to think over $600 bucks that they push me away.

I can also tell you that if someone else did open an account there’s no way it was before I opened my own account!

if you need anything else please let me know.

I am not sure what you guys charge, but if you can help me I would be more than willing to compensate you for your help.

Thanks again

Thanks so much, they haven’t told me who else opened an account.

I would be willing to get verification for anyone else who opened an account, if anyone truly did, I can tell you with 100% certainty that no duplicate account was ever opened by me.

they honestly haven’t ever told me the persons name who opened an account account while they were at my house.

i opened my account March 15th 2020.

I wish I could past my deposits since then you would see I have made hundreds of deposits. So it’s crazy for me to think over $600 bucks that they push me away.

I can also tell you that if someone else did open an account there’s no way it was before I opened my own account!

if you need anything else please let me know.

I am not sure what you guys charge, but if you can help me I would be more than willing to compensate you for your help.

Thanks again

I did want to clarify something. I never have created a duplicate account. I have emails from Tom from the VIP team and Jacob from another team honestly not real sure telling me I was denied for a totally different reason.

i would love to share all communication with you. If I had an email address I will forward everything .

If upon such a review it appears that a Player(s) is participating in strategies, taking advantage of any software or system bug or failure, or participating in any form of activity that Bitcoincasino.us, in its sole and complete discretion, deems to be abusive (‘Promotion Abuse’), Bitcoincasino.us reserves the right to revoke the entitlement of such a Player to receive or benefit from the promotion (and/or withhold the pay out of the proceeds of such abuse to the Player/s in question). Only fully settled bets (i.e. bets that result in a win or loss) will be counted towards wagering.

15.

Multiple accounts are not permitted. Creating more than one account with Bitcoincasino.us in order to claim any bonuses is deemed as bonus abuse and may result in confiscated funds.

16.

Bonus round and free spins do not qualify for the jackpot bonuses pursuant to casino software provider rules. Only real money rounds qualify for the jackpot bonuses.

17.

Thank you very much, Christyman2519, for your reply. Please forward any relevant communication to petronela.k@casino.guru.

PS: we don't charge any fees nor accept any donations, we are here to help 🙂

I just sent the deposit information to your email.

Thanks

I’m just shocked as to why they would take this position over $600 bucks knowing this woukd cost them a good client for life . Plus any opportunity I get I will make sure I sway anyone from dealing with them.

Thank you very much, Christyman2519, for forwarding your cashier history. Unfortunately, some screenshots are blurred and therefore, not readable. However, I would like to ask you to forward any relevant communication between you and the casino. 

I will email you every communication email!

Let me know if you would like to have my log in information as well!

Thank you very much, Christyman2519, for all the relevant communication. Do I understand correctly, that during a party which has been held at your place, there’s a possibility that someone else opened an account? Could you please advise if your account has been fully verified in the past and if you’ve withdrawn any winnings previously?

Meanwhile, I would strongly recommend against sharing your log in information with any third party. Looking forward to hearing from you. 

I have had four withdraws total, one from a no deposit bonus given to me by the vip team.

I had a Eurchre party, that was months ago, I’ve taken withdrawals since then. But yes it is possible someone else I had referred opened an account. I’m not sure if my account has been verified, they never asked me for any of my stuff , but I would be more than willing to provide them with anything.

they never told me the persons name who had opened an account? I know it wasn’t me! I thought I was doing a good thing by referring real people to the casino! I’m even willing to get verification for the other people who had opened accounts, That’s not a problem? If you need anything please let me know!

Thank you very much, Christyman2519, for providing all the necessary information. I will now transfer your complaint to my colleague Matej 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.

Why is my issue being transferred to a colleague of yours?

i hope I’m not a pain in the butt?

Hello, Christyman2519.

No worries, it's a standard procedure. Petronela identifies the problem, and then she transfers you to the other colleague (in this case me) who will proceed and solve the case if it is possible.

Duplicate IP is a common problem, and common sense should be used, to determine if the player is truly a cheater or just some coincidence or error happened.

I would like to invite the casino representatives into the case. Maybe they can provide to me with more details about what happened.

That’s great, I’m not giving us on this,

Mark I didn’t enter a bonus code in order to win, however, on your first deposit of the day they apply a 30% match, so I deposited 1.7 mbtc so I think I started with line 2.1 mbtc? Trust me, I would not have taken that , however , I did love the no deposit bonuses that the applied on Monday’s and Friday’s. In fact it wasn’t that long ago that I won like $400 bucks from a no deposit bonus, and they gave me no trouble at all with the withdrawal.

this was honestly my favorite casino until they pulled this stuff.

so essentially after getting through the 40x play though based on my 1.7 mbtc deposit along with the 30% match I won like 33 mbtc, not a fortune but enough to go crazy when they don’t pay.

they discarded my withdraw initially, then when they knew how angry I was they simply returned the amount of my original deposit amount. They welcomed me to play it again and take my shots, obviously I immediately withdrew the 1.7 but I let them know I’m going down swinging! I was coming for the rest of which is rightfully mine.

since then they have never really explained who opened the account and why the timing of them discarding that withdraw request.

I am an honest player who as you can see has deposited a small fortune with this casino. I simply want what they owe me. After that they can close my account because I won’t ever use them or recommend them again.

Mark do they ever respond? Here’s something else that’s interesting, I think Betchain and bitcoin casino us are ran by the same folks!

I requested a withdrawal from Betchain and things initially seemed delayed but I did get paid!

If I’m right and the same team represents both why do I get paid at Betchain?

mark im being honest and candid, do you not think this is total bs? Simly based on my deposits , I just don’t understand why they went this route?

Mark do they ever respond? Here’s something else that’s interesting, I think Betchain and bitcoin casino us are ran by the same folks!

I requested a withdrawal from Betchain and things initially seemed delayed but I did get paid!

If I’m right and the same team represents both why do I get paid at Betchain?

mark im being honest and candid, do you not think this is total bs? Simly based on my deposits , I just don’t understand why they went this route?

How crazy is this, in fact you won’t believe it! Bitcoin casino us just sent me two no deposit bonuses?? So they won’t pay me based on the actual deposit with the 30% match bonus but they actually sent me back to back bonuses that don’t even require a deposit!

I mean if they were so concerned with the duplicate accounts which is a complete fabrication! They actually sent me two no deposit bonuses, but still have yet to make good on the $600 they still owe me.

I want to make sure everyone is aware , that you should avoid using these crooks ! At least until the figure out how to treat their customers.

We would like to ask the Bitcoincasino.us 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’.

I am sorry Christyman2519, looks like they are busy. I think you will need to wait till they response, hope it would be after the holidays. Meanwhile, I wish you a Merry Christmas.

Well you say busy, I say they are crooks! Honestly I’ve come to realize they are shady! Very shady! Their lack of communication says it all!

Have a merry Christmas!

I completely understand your feelings. They have a bad rating from us too, but let's hope that they will answer.

Have they responded at all?

I am sorry, but during a holiday season, it is a bit time-consuming.

We had just one complaint about this casino, and they didn't need to respond there. We will see.

Hello , they did not respond did they? I didn’t think they would , utterly ridiculous!

please let me know if they did nit respond , if by chance I have any additional options ! Possibly a commission of some sort?

Hello, Christyman2519.

Unfortunatelly, nothing yet. I will keep the complaint open for two more days (because now is Monday, so maybe today they will sort of all emails and hopefully they will reply) If not we will be forced to close this complaint as "unresolved". Unfortunatelly this casino operates without a license, so there is no regulator body where you can complain.

That’s fine, one day their will be a regulated , so even though it’s closed as unresolved, their will still be a record of it, that hopefully will eventually need resolved! In the meantime my hope is that people avoid playing with bitcoincasino.us.

Thanks again for all your help!

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’.

The casino can reopen this complaint anytime.

I am very sorry Christyman2519.

We’ve reopened this complaint at the request of Christyman2519. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I am very sorry, Christyman2519, the casino is non-responsive again.

I would like to help you somehow, but in this situation, we can do nothing.

I am again closing the case as unresolved, to at least be as a warning to other players.

We’ve reopened this complaint at the request of Christyman2519. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Christyman2519,

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.

Unfortunately, Christyman2519 has ceased communication, and we are unsure of what happened. From his last email, it seems the casino is willing to resolve the issue. Since he requested that we reopen the complaint but did not respond to our call, we decided to reject it, assuming the matter is resolved. However, Christyman2519 can request to reopen the complaint at any time if it remains unresolved.