BitFiring Casino - The player's account got closed.

I submitted a review of BitFiring Casino here about two months ago (https://casino.guru/bitfiring-casino-review#tab=js-tab-reviews).

To summarise, I had a balance of $7000 in my account when they suddenly just closed it without explanation.

BitFiring replied to my review stating that I had made a duplicate account with a different email address.

Upon reading this, I sent an email straightaway (25 Jan 2023) to BitFiring categorically stating the I had not made a duplicate account.

I received a prompt email back saying:

"Hello Daniel,

I will investigate your case further. I will let you know the results in

48 hours.

-Vit, Bitfiring Tech Department."

However, there has been no further communication from BitFiring, despite my chasing them up several times over the last two months.

Hello dsp99RF,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with BitFiring Casino. 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? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about? Did they provide any evidence of you having multiple accounts?

Looking forward to your answer.

Regards,

Nick

Hi Nick

Thank you for your help.

I verified my email address upon joining BitFiring but other than that I was not asked to send any documentation, possibly because it was only my second deposit.

The winnings were accumulated via a deposit match bonus.

The last I heard from BitFiring was the email mentioned in my original post from two months ago. They have not contacted me since and have never provided any evidence of a duplicate account.

Let me know if you have any further questions.

Regards,

Daniel

Thank you dsp99RF for all the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello dsp99RF ,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to see if I can help. Just check, you have opened only one account at BitFiring Casino only from one device and one IP? No one else has access to your BitFiring Casino account?

We would like to invite BitFiring Casino to join the conversation.

Dear BitFiring Casino,

Can you please provide information on why do you think the player has opened multiple accounts?

If the information can't be shared publicly, please send them to michal.k@casino.guru

Hi Michal

I confirm I have opened only one account at BitFiring Casino only from one device and one IP. I confirm no one else has access to my BitFiring Casino account.

Regards,

Daniel

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.

Dear dsp99RF / Daniel,

Just to update you, I was able to get in touch with the BitFiring Casino representative and they should provide me more info and hopefully respond in the complaint thread as well. 

Dear dsp99RF / Daniel,

I have tried to contact the casino repeatedly but sadly apart from a "generic" answer "we will check the issue with the player and will get back to you" There was no further response from the casino. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. 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. Although we were not able to verify the authenticity of the license I still recommend you contact the Gibraltar Gaming Authority (gccomplaints@gibraltar.gov.gi ) and submit a complaint to them. Please check the "advice to complaints" first before you submit the complaint (Gambling Commissioner's advice to complainants (gibraltar.gov.gi)) The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (michal.k@casino.guru). I am sorry I could not be of more help on this occasion. I can only recommend that you do not play at BitFiring Casino anymore and that you find a licensed casino with a good rating.

Best regards,

Michal