The player from Germany had won €160,000 at the casino and requested a €14,000 withdrawal. After submitting the necessary documents, the casino closed his account without explanation. The Complaints Team had reached out to the casino for clarification regarding the account closure and the player's winnings, but the casino had cited violations of their Terms and Conditions, including the creation of multiple accounts and exploitation of software vulnerabilities. Despite efforts to resolve the issue, the complaint was ultimately closed as unresolved due to a lack of further communication from the casino.
BitFiring Casino - Player’s account has been closed after a large win.
Black points: 79,989
Amount: 160,000 USDC
BitFiring Casino
Safety Index:Very lowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
0.0
BitFiring Casino has a Safety Index of 0, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
Insufficient evidence from casino
UNRESOLVED
Case summary
3 weeks ago
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2 months ago
Translation
Hello, I won €160,000 at the casino over the weekend and requested a withdrawal of €14,000. Today, I received an email asking me to send in all the documents for the payout to go smoothly. As soon as I sent them, they immediately closed my account. I deposited very little in this casino, and now that I have won, they simply banned me without any explanation. I definitely have proof; see the attachment. I don't have much hope anything will happen, but I'm giving it a try.
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2 months ago
Dear Horno12,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.
Did you accumulate your winnings with or without a bonus? If you played with a bonus, kindly send me the link or a screenshot of it.
Did you receive any email from the casino after your account was blocked?
Could you please specify what documents you sent to the casino for verification?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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2 months ago
Translation
that was this wheel of fortune where you can win up to 1 bitcoin and I won 50 usd. I then had to wager this up to 2000€ and then it all jumped into real money. After that I was able to play my way up. I played with the highest stakes, max 150 dollars per spin and max 50 dollars, yes I had to send my ID, my bank statement and a current bill. When I did that the account was closed, I haven't received any emails yet, despite writing to them twice, no response. They deleted the 50 dollars from the system but it's the same as in the screenshot 😂 I'm also lucky that I can still get into the casino at all. In all other browsers it says Has Ban or something, luckily I left a tap open 😆😆😆😆
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2 months ago
Could you please forward me the documents you sent to the casino for verification? Please include your communication with the casino customer support (emails, screenshots, or chat transcripts) as well. My email address is veronika.l@casino.guru. Thank you for your cooperation and I look forward to assisting you further.
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2 months ago
Translation
I sent you everything, thank you very much
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2 months ago
Thank you very much, Horno12, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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2 months ago
Translation
Thank you, I know nothing will happen, I've finished with it because there has been no reaction from this casino, but thank you very much anyway
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2 months ago
Hello there,
Thank you Horno12 for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask BitFiring Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and what can we do to help resolve this issue.
Thank you!
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2 months ago
Translation
I would be interested to know too, they request all my sensitive data because of an alleged payout and then they block me a few minutes after sending it without giving any reason, it's a disgrace, the best thing is that they act as if they had to pay for it out of their own pocket 😁 😜 😁 😜 😜 Well, it's probably another scam casino, well, the money is gone in any case, they don't need to offer such crap, thank you very much anyway, they would definitely come with duplicate accounts, but I also want proof from them that I deposited and played with both, I only have this one profile 💪💪💪💪💪
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2 months ago
Dear Casinoguru Team,
We appreciate your patience in allowing us to review this case thoroughly.
First, we would like to address the matter of the player's withdrawal request. According to our Terms and Conditions, the maximum amount then players are eligible to withdraw from funds associated with a no-deposit bonus (including the Lucky Spin promotion) is 40 USDT or its equivalent in other currencies. This limit is clearly stated in our policy.
Secondly, regarding the closure of the player's account, we would like to clarify that this action was taken after a thorough investigation into the account activity. Our findings revealed that multiple accounts were created, which is a direct breach of our casino's Terms and Conditions. Additionally, during this investigation, it was determined that there was unauthorized exploitation of software vulnerabilities within one of our slot machine games.
Our decision to permanently ban the account was based on documented evidence of deliberate exploitation, which goes against the principles of fair play and the integrity of our platform. We have taken this step to ensure a fair gaming environment for all our users.
Best regards,
Bitfiring
Security and Compliance Team
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2 months ago
Translation
Oh, software error, everything is fine, I've never had another account, just this one and deposited money there, well then I want to see what I used 2, guru, thanks anyway, if I had known right away that this was a measly 40 dollars, I wouldn't have had to do anything
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2 months ago
Thank you for the update BitFiring Casino representative, would it be possible to provide me with the documented evidence of deliberate exploitation you have mentioned? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!
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2 months ago
Translation
With the 50 dollar bill there were only these games so you were forced to play them and I just won there. Now they come here with alleged software errors, this and that, that doesn't justify any spears here and I can't be held responsible for something like that. Furthermore, I have also played other games and also won large sums, so I don't understand this argument at all, but I think everyone who wins large sums in this dre...casino is branded with exactly the same nonsense, it's just dubious
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2 months ago
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.
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2 months ago
Dear Peter,
Please be informed that we have already responded to your email peter.c@casino.guru on 2024-10-16. For your convenience, we have forwarded our response once again. Please take a moment to review it.
Thank you for your attention.
Kind regards,
Bitfiring
Security and Compliance Team
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1 month ago
Thank you for providing me with the evidence BitFiring Casino representative. I apologize for the delayed response. I have responded to your email and am looking forward to your reply. Thank you!
Dear Horno12, I will keep you updated about any new developments. Thank you for your patience during this time!
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1 month ago
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.
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1 month ago
Dear Horno12, the casino has responded to me stating they have reached out to the slot provider to obtain additional details and verify relevant data. Once there is an update they will share it with me. I will keep you updated about any new developments. Thank you for your patience during this time!
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1 month ago
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.
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3 weeks ago
Dear Horno12, unfortunately, I have not received any new information about the complaint and as the timer has run out I am forced to close this complaint as unresolved. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. I am sorry I could not be of more help on this occasion.
Best regards,
Peter
