Bitcoincasino.us - Player’s winnings from a bonus were not granted.

its about 4000 euro but in bitcoin. I couldnt choose BTC in your list, it changes automatically to euro. Hops its ok. My complaint:

I cant believe this!!

I was lucky and won 0.5285700 BTC and i get this email:

Dear Johan,

Please note that your withdrawal was canceled and winnings confiscated for breaching the following T&C rule:

"To claim the deposit welcome bonus or any deposit bonus, the user must make a minimum deposit of 0.1 mBTC. For example, the player will automatically receive their first bonus after depositing an initial 0.0001 BTC. The second deposit bonus will be triggered once the player makes a second deposit of 0.1 mBTC or more. The same rule applies for the third deposit bonus. To be qualified for the weekly Monday Cashback bonus, the player should have deposited at least 0.004 BTC during the qualifying week. These bonuses are not available for players from Sweden and Croatia."

Best regards,

Bitcoin Casino Support Team.

The rule they say i broke was that bonus is not available for Swedish players!!

Damn it! I got the bonus!! And i could play it and win! How can they say not available for Swedish players! It was very available because i got it! I asked in the chat very much how the bonus worked and everything looked ok. Then they come up with this! They dont like big winnings?

Every normal casino if they dont allow you bonus you dont get it! The bonus is available if you dont win with it has to be their thinking. 

Hope you agree and can help me.

Thank you

/ Johan Patrik

Dear Patrik,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I have checked the Bonus General Conditions carefully and this is what I found: 

"2.

To claim the deposit welcome bonus or any deposit bonus, the user must make a minimum deposit of 0.1 mBTC. For example, the player will automatically receive their first bonus after depositing an initial 0.0001 BTC. The second deposit bonus will be triggered once the player makes a second deposit of 0.1 mBTC or more. The same rule applies for the third deposit bonus. To be qualified for the weekly Monday Cashback bonus, the player should have deposited at least 0.004 BTC during the quialifying week. These bonuses are not available for players from Sweden and Croatia." 

Clearly, Sweden is one of the restricted countries. This fact isn’t hidden, and players should always check the General and Bonus T&Cs to avoid situations like this. I completely understand, that you would prefer if the bonus wasn’t granted to you at all based on the country you are from, but not all casinos are able to enforce this rule by software.

Unfortunately, there is not much I can do for you in this matter. Please let me know if there is anything else, I could do for you regarding this case. Thank you very much in advance for your reply.

Best regards,

Kristina

Hi! I just wrote a new letter with this matter that explains it better how it was, hope you can read:

I made a deposit to bicoincasino. I played correctly and won. When i requested a withdrawal they say they had accidentely given me a bonus! Accidently because they dont give bonuses to players from sweden. So what happens is, they cancel all my winnings! I actually even won with the deposit, but they told me i have to play through the bonus, which i did! And then they come up with this! " we accidently gave you a bonus so we confisticate all your winnings"

In one of the files attached you can see the rule they point at. Its only the last sentence there they motivated there confisticating of the money with:

"These bonuses are not available for players from Sweden and Croatia."

Wel,l the bonus was very available because they gave me the bonus, they gave me it automatically. All i did was that i made a deposit played and won and they confisticate my winnings because they had accidently given me a bonus. In my world they stole my winnings. What had happened if ive lost the money. Of course i would never have known i couldnt win from the begging. Im chocked!

Could you help me with this ill be forever grateful.

They admit they gave me the bonus accidently, it was nothing i asked about, its them that have done wrong and i get punished. I just made deposit and played.

In chat they say exactly this: "Unfortunately the bonus was credited accidently"

Patrik, thank you very much for your reply. I will now transfer your complaint to my colleague Jozef 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.

Hello Patrik.

We absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

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’.

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.

Dear Patrik. 

I am very sorry we could not help you but the casino remained unresponsive. Since they do not have any license there is nothing much I can recommend. Your complaint is going to affect their reputation on our website which is not very good even now (questionable reputation). Hopefully, they will contact for reopening, very soon.

Best regards, Jozef

Casino.Guru