BitFiring Casino - Player’s winnings have been cancelled.

From the moment I finally was able to deposit. I knew something was off but I gave this new casino the benefit of doubting my own gut feeling. I deposited in USDT in the amount of excaty $25.00 & even selected the no deposit bonus button and the first slot I played the website immediately asked if I wanted to play in USDT I must convert into USDT and it was better and I'd have more crypto to play with. I was tricked into receiving a deposit bonus basically. Well to explain things I spoke to a agent when I attempted to withdraw they said everything looks fine with my account and I should be receiving my withdrawal within 3days or less. Days passed & I say that it had been rejected. I spoke to another agent and they said they couldn't disclose that someone from the finance department would be reaching out to me by email that never happened. I decided to convert the USDT into BTC and attempt another withdrawal waited 5days still nothing. I finally got through to speak to an agent and asked how much wagering do I have left to complete a withdrawal "Nick" said I don't have any active bonuses. So I asked if I could withdrawal through BTC he said one moment while he checks. Then he says my account will be closed for Scam and he will not be answering anymore of my questions. I've played at many different casinos NEVER have I been tricked into anything let alone being called a scam type of person is so insulting. Other casinos I recommend this one is by far the worst one I've ever come across. BEWARE & STAY AWAY from BITFIRING CASINO

Dear Jrcctx89,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We will contact the casino and ask for their assistance in resolving this issue, but, before we do so, could you please advise which games you have been playing (live games, slots, or multiplayer)? Was this your first game session and was your account successfully verified already?

Were you advised specifically which rule has been broken and why your winnings have been cancelled?

I hope, we will be able to help you resolve this case as soon as possible.

Best regards,

Petronela

Hello, yes my account was verified & from there on after I played serval different slot games, only slot games I played.

I had no idea that I crossed a line or even came close to breaking any rules. Only when I decide to cash out on my 2 attempt and wondered why my 1st withdrawal had been reversed did I finally get through to chat with someone. I asked about what I disclosed to y'all with my evidence attached.

I aslo recall now.... that even before I attempted my 1st withdrawal I spoke with somewhere and asked if everything was ok with my account; which they checked right away and gave me the green light to withdraw. He even went as far as to inform me that it takes between 1 day to 72hrs & that he would put in a rush so that I may receive my withdrawal sooner.

Dear Jrcctx89,

Is this the only explanation of why your account has been blocked or have you received any other emails afterward, please?

Correct, That is the only explanation I've received from them. They have only emailed me once and that was to verify my account which I did complete. I also reached out to them when my 1st withdrawal was reversed by email and I still have not received any response from them.

Thank you very much, Jrcctx89, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) 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.  

Thank you Petronela for the time you've spent on helping resolve this issue.

Hello, Jrcctx89,

I am sorry to hear about your negative experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite BitFiring Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear BitFiring Casino Team,

Could you please clarify the player's situation in more detail? Is the casino able to substantiate its decision with relevant evidence?

It is possible to share the necessary data by sending them here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Hello Branislav!

As I said in email few days ago, the user you've mentioned (jrcctx88), tried to scam our system. He tried to make forgery request and was spotted by search/exploitation of vulnerabilities. Thus, his account was blocked.

We really value our players, but we do not recommend violating the rules of Terms & Conditions, because it can lead to the ban from our platform.

Let me know if there is anything else I can help you with.

Vit.

Hello, Vit.,

What email do you mean, please? And what email address was used as a recipient? I am afraid I have not received any email from BitFiring Casino. If you answered directly the email with a notification about the complaint, the information has probably not come to me yet. The general email address is managed by one of my colleagues. Therefore, it may take some time until the email will be forwarded to me.

We understand the casino's internal policy and accept its Terms and Conditions (within our Fair Gambling Codex). However, are you please able to provide me with more details and/or an explanation via email? Is it possible to substantiate the casino's decision with relevant data?

My email was already mentioned above. I am really sorry, but I cannot see any email regarding this player or his issue in my email inbox.

Hello,

Email was sent from info@bitfiring.com to branislav.b@casino.guru.

I will gather all the info and will send it to you via email.

Vit.

I apologize, but I really have not received any email from the email address above.

Alright, thank you. I am looking forward to hearing from you.

I am extending the timer by 7 days.

Hello!

I've sent all the details to branislav.b(at)casino(dot)guru email (from info(at)bitfiring(dot)com in regard of the client (jrcctx88 ). If you dont have the letter in your in folder, please check it in SPAM.

Vit.

Greetings all,

Dear Vit.,

Thank you for your email. This one came to me with all information.

Unfortunately, after an internal discussion with my team, we would like to see additional data. The provided documents and information are not considered sufficient to support the casino's decision.

Please, see my last email. I am looking forward to hearing from you soon.

Heya,

I've sent you reply via email. Please take a look and let me know if anything else is needed.

Vit.

Hello, Vit.,

I am sorry for my delayed reply.

I checked and answered your latest email. I am waiting for your response.

Dear Jrcctx89,

In the meantime, could you please provide me with a complete transaction history for May 5th, 2022, for the payment method that you used for depositing to the casino?

In case you used more payment methods on this day for depositing, I would like to see all deposits/transactions confirmations in the statement(s). According to the information I received from the casino, 2 deposits should be visible there on May 5th, 2022, made to the casino.

It would be good to have it in a user-friendly format, e.g. as a .pdf format file(s). You can send the necessary data to my email address (branislav.b@casino.guru).

We are looking forward to hearing from you soon.

Heya again 🙂

I've sent you all the necessary data via email. Let me know if there is something else I can do.

Vit.

Dear Jrcctx89,

I was provided with sufficient evidence supporting the casino's decision. After gathering all the necessary information and data, we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions - discovery and abuse of systemic deficiencies of the casino and/or its payment gateway and also multiple attempts to abuse the other system parts in your favour at the expense of the casino. You were able to play with twice the balance than you were eligible to, compared to the real deposit that you made to the casino. The casino acted correctly and within its Terms and Conditions.

Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by and submit a complaint directly to it. The casino is regulated by GRA (Gibraltar Regulatory Authority). If you decide on this option, once you have a final decision from the regulator, please let us know about the results, and we can review the complaint again on our side.

In case of any questions or need of help, feel free to contact me at branislav.b@casino.guru.

Thank you very much, Bitfiring Casino Team, for providing information and for your cooperation.

Best regards,

Branislav, Casino.Guru