BitFiring Casino - The player's account has been closed.

So after countless attempts to contact this casino I finally do. To learn from one source I emailed that I apparently attempted to forge game results? I don't even know what this means. I replied to the email in hopes to clarify what they ment. As I am not a technically literate computer user, so to be blamed for something I don't even know how to do is pretty unsettling. However this email was not replyed, instead I got another email informing me that my account has been closed and that the decision cannot be reversed....and like this is completely baffling as being under the impression that I clearly haven't done anything nefarious and my intent wasn't to have done anything wrong other then perhaps win...that my entire account gets terminated? Kinda unfound that my inability to have done such on purpose if I had done anything at all, that I lose my account without sufficient clarification as to why...anyone who reads this, do yourself a favour save your money, cuz apparently willing is a problem.

I had tried to contact this company via email back on November as their chat didn't work...and I got a reply back from a mail subsystem saying that my e-mail did not go through. I attached a screen shot to reflect this.

What I want to know, is of my account and myself were in fact doing whatever it is that this casino claims intentionally..why was my account only suspended, up until I was finally able to contact em...for it only then be terminated? Should it have not been terminated immediately? Or perhaps should I have not recieved correspondence on their behalf informing me such actions?

Seems to me that this is inground and unsubstantiated, they simple don't want to pay me out.

Dear Occzkill,

Thank you very much for submitting your complaint. I’m really sorry to hear about your issue with BetFiring Casino. I’m afraid, I will need more information regarding your problem. Please could you elaborate? Did the casino explain in any way why was your account blocked? Did you have any remaining balance on your casino account? I will be waiting for your reply patiently.

Best regards,

Nick

I got a email this morning saying this " Hello,

As stated in our previous email your account was permanently closed by

the administration's decision. The casino has a right to suspend

player's account at its sole discretion and is not obliged to provide

any reasons behind such decision. "

The previous email the above refers to is " Hello,

Your account was permanently closed by the administration's decision.

Unfortunately it cannot be reopened.

Kind regards,

Bitfiring Support Team "

Then literally the only other information I pretaining to my account was

" Hello, 

Our system marked you as a fraudulent user since you've tried to forge the game results, which violates our casino rules. "

Which one I don't even understand as one how is a user fraudulent? And secondly what the heck do they even mean by tried to forge results?

Also my account has only been suspended, as in not terminated. Like it might be now, however prior to finally making contact with them yesterday my account wasn't terminated.... something I feel they would have been up front about in the first place not a month later when I finally made contact.

And I'll be honest, I'm not the sharpest spoon in the drawer. Not only do I have no clue how one would try to forge results, it seems a little heavy handed to admonish me for what ever mistake I made ( but obviously wasn't successful in achieving due to the fact by the one email correspondence I only "tried" to do )

I'm just so dang disappointed they can hide behind there terms and services. I get they get to make the calls which could terminate someone's account but I did realize they literally can substantiate that ability based off lies.

First time I've ever had success spending the better part of the night working my way through the wager requirement I should have just called it there and waited for them to do whateva they need to clear my payout. But I was out of town trapped in a blizzard, bitfiring was kinda my own solace from the storm. I was grateful they were there for me in a time when felt rather alone with literally no support. Going out of my way to do something neferious is so egregiously against my character .

I really with I had more info. As I emailed them back on November 7 and as your can see via there reply my message was just auto directed back to me.

So deeply upset I truly do hope this can be remedied and they honour their role as a casino. Or at the very least acknowledge that as individual who apparently accidentally possible did something that was unsuccessful, terminating my account was kinda out of line.

The only thing that makes sense to me is they don't wanna honour my winning cuz they're to great. Why they choose these reason to make their claims are beyond me. Future more I'd hope they don't try to substantiate there justification via some other reason they've fail to mention yet to date. As that would be considered a fallacy moving the goal post.

But again thank you I appreciate your efforts.

I updated my review as i was contacted there, if you could please read over it. As I said I'm not a very smart person least not in a technical sense. In fact if I was to believe the principal of a alternative high school my IQ is a measly 78. Yet I can clearly see through errors in there argument like it's as clear as day. In no way do I believe anything their able to say is true. At the very least if they can't accept or admit the possibility that I wasn't party to any illicit action, I'd say it's because believing such is the only thing that substance their superficial stance. Which is also the reflection of there hubris, as they're not gonna be able to prove did I did anything, that no action taken by me was done to act nefarious or skew the results in my favour. I just pressed the spin button a lot . Any any complication on there end had nothing to do with me and completely within their rights to retract any winnings.

But they can't just think I cheated or forged anything intentionally without proof, thus deleting my account denying me sufficient reason such action was taken.. ugh

The frustration is real. Thank the good Lord I know I'm on the right side of this cuz the effort put forth had to reflect the sincerity of my plight. As the effort their not putting forth is obviously a reflection how fallacious weak

And hollow there argument really is.

Hey I'm just curious I was reading over the last reply my review got, and I notice something he said " You had winning combinations without making a real bet. " If by real there implying real money bet. "Real" bet from real money I'd have to of deposited.... then ya I hadn't deposited as k won like 50 usdt from the daily spin, which was technically bonus money.. .however I read over the term and service and it really seemed rather imbigous about a need to actually deposit real money for winning to be considered real...because at the beginning of the night I heavily considered depositing cashb to help legitimize my claim to the winnings, and since I didnt see anything saying the bit about the need for a real deposit in order for winnings to be consider real. I felt I'd just proceed on 2 accords 1) it doesn't say it, but I haven't lost anything real yet. Knowing my typical poor level of success, there is a better chance I will lose everything including the deposit I could save since i didn't specifically see a " must make a real deposit stipulated that I'd continue as 2) felt that my luck was a little too good, and started to think the entire casino was a scam...and if it's not and don't win not out anything and if it is I did not deposit anything so didn't lose anything..

But that's the only way I made any spins without real money. But that said, if that was even the case, my winning would have just not been honoured no need to suspend or terminate my account....

However I'm ultimately at your decision, I sen these things cuz I like the idea of resolution or closure; where not always lucky enough to have either and rarer to get both that I'm Not afraid to put the nail in the coffin upon achieving such comforts.

But again thank you for your time, could always use the cash...but I'm not beholden to money. Heck I gave up trying to contact them for better side of a month...my displeasure here is how disappointing it is to see the lack of parity here from the relevant sources of information and or any communications with them.

Have a good day,

Tylet

Dear Occzkill,

Can you please clarify how many bonuses did you claim in the casino and how many times did you deposit? Do you have any screenshot from your account regarding the deposit/bonus or betting history? How much was your balance when your account got closed?

I never deposited at there site. I won't 50 udst from there bonus wheel. Considered depositing but to be honest as I said before I kinda thought the site mighta been a scam. And since l could see anything that directly linked a need to deposit I felt there wasn't a need as it stood I was winning and ya ..idk others sites make it expressively clear about a need to deposit. Seems kinda foolish to offer ineligible members a bonus spin, if there technically not able to benefit from it..

So ya no deposits cuz I won from the daily bonus spin. And as for screen shots...why how? Like that's what's the terms and condition should clarify the need for the client to document everything things...in case they'll need it to support their case.

It's okay Nick I know your doing your best....but it sounds like my lack of deposit to their casino is gonna be the reason I don't get to collect my winnings.... this is so unfair. my apologies if I'm jumping the gun here. But as I said I want resolution from this and accepting this reason is just as hard as all the others issues I need resolved yet lack sufficient means to achieve so.

1) Why have a daily spin available to everyone if only those who make a deposited are eligible to the winnings?

2) why isn't the need of a deposit made expressively clear?

3) why tell me I'm a cheater and block my account? Instead of docking my account the funds and allowing me to continue to be a member?

4) in the end I'm out no money just my winnings, which there choosing not to honour, calling me a cheater which if some how I did it was completely without my knowledge.

Well thanks almost thought I might had something to this whole complaint process. Yet I'm not feeling like thats gonna pan out

In the end it all works out for the better. I have an inheritance coming, last thing I'm gonna do now is gamble with it at all. Something I've been looking forward to using a lil for...but heck not anymore lol surely at a lost to no online casino cuz the majority of em do not respect their clients. Just three $$$$

I can't even remember my closing balance it was over 2800 less then 3700

Thank you Occzkill for all the information provided so far. As long as you wagered the bonus, the casino should give you the opportunity to finish the remaining conditions like deposit or other to receive your winnings. I will now forward your complaint to my colleague Adam (adam.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Occzkill,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite BitFiring Casino to join the conversation and participate in the resolution of this complaint.

Dear BitFiring Casino,

Can you please clarify the reason for confiscating the player's winnings and blocking their account?

Kind regards,

Adam

Awesome I look forward to hearing from them.

Hello Casino Guru and Occzkill,

As I've noted in the email - Occzkill's has forged game results. Yes, Occzkill played with bonus money, but some bets were forged, and the initial bet wasn't used (do not confuse it with free spins bonuses).

Sadly we still have a lot of vulnerabilities in our system, so many fraudulent players apply attacks on our system to find weak spots.

Let me know what I need to provide to prove our right. We never ban any users who do not violate our rules. Thank you so much for your attention and participation.

-Vit.

Hello BitFiring Casino,

Thank you for your response. Please provide any relevant supporting evidence of this to my e-mail, adam.m@casino.guru.

Kind regards,

Adam

I still don't understand how or why I am being accused for cheating, as they just said there are holes in there system; but it's definitely something that I attempted to exploit?

Winning felt really rewarding , it's not a common occurrence. Cheating is cheating, but if the error of such holes are from there system...without knowing they even exist how can I be held accountable as Cheater if the only action was to press the spin button?? To the extend that it cost me my account, when the error of there system should have only ideally cost me the winnings? Why my account? How is there evidence indicative that reflects I had knowledge of such exploits to which they know for certain it was my intent to cheat, to the point of holding me directly accountable for my implicit attempts to exploit such vulnerabilities?:

Not to mention this whole vindication of finally winning, why or how could anyone honestly believe they could have done so if they them self knew they cheated? Does it even make since that I would go through all this effort unless I felt like I was being wrong by the casino? Like I'm I've written enough across this complaint and in my review that should at least be acknowledged for my efforts to convey the plight of an individual who hasn't changed his story, was denied clarification when inquiring about my account, find out they're blaming me for my implicit action to exploit a vulnerability purposely, and accept such as the only truth while being denied any attempts without our casino-guru for recourse.

I don't have footage of my spins, I'm starting to believe people should record there use of a online casino, cuz it's a tough pill to swallow knowing if my proof of a win, doesn't match the system I won't get compensated. That only in the the case that my proof of win matches the system of a win will I get paid out.

Yet still suppose to trust the credulous perspective of a system that will only accept client provided proof if and only it matches there records??

Had a single one of my spins not reflected a winning paying reel on my end, would I have not tried to address a concern that in not doing so could have potentially cost me my winnings? Like I don't know about you but its expressively clear to me honesty is key.

I'm also curious, exactly how many times did I attempt exploit this so called "vulnerability" was it statically? Or consistent? How many spins in total were there grom the time I won the 50 udst till my account was banned? Plus time stamps of every spin ( ideally reflecting my local time ) as such should correlate a pretty consistent average of someone who was constantly pushing a spin button to have been able to do be elsewhere? To cheat? As they claim? I will say that the night of my success I was in the middle of a blizzard, stuck in a no way outta predicament my phone and ya'll casino were all I had to hold on to. Could by chance the weather and poor singal strength be the reason of my success?

Cuz I didn't, nor would I ever cheat. Winning is not important enough to me that I can't accept to lose, surely I've conveyed this belief.

Why then should it in the end cost me my account and not just the errant funds there system accidentally paid out. So much to the point under no knowledge of a vulnerability, nor implicit attempt to exploit such hole; that I need proof I could never have to prove I'm right about anything that does match there records if the only creditable records are they ones they submit?

The least they could do is acknowledge via a clear and systemic pattern that absolutely undeniably signifies attempting to exploit whatever vulnerability they claim, in between the margins of each spin.

🙁 As I said I don't care about the money. Knowing I won, can't effect my resolve if known I did so without cheating; ultimately accepting a world that one might lose winnings inlight of an errant payout. But also need to accept that a casino can blame the user at the cost of the users account for there involuntary inadvertent exploit of a vulnerability they didn't know existed?

The negligence of this casino should cost them there ability to operate, not my account ability to access it. I should be rewarded for aiding there ability to identifying this so called "vulnerability" I in absolutely no way attempted to exploit or gleaned profit from.

Had they taken the money, I could have lived with that. There need to paint me cheater costing me my account, is the line in the sand as it often drawn by anyone who can recognize the discrepancy between two sides and each of their efforts should reflect similar events and correspond with the opposed version.

Any evidence they have better be a "last nail in the coffin) definitive of my direct attempts to exploit this supposed "vulnerability", plus the dates and times of all spins, and numbers of apparent attempts my implicit direct action was clearly an attempt cheat.

Hello Adam,

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

Occzkill, I'm really sorry that you have had bad experience with Bitfiring, really. However, always read the rules of the casino. We have stated there, that if you have found any vulnerability in the system, you need to report about it, or else actions will be marked as abuse or scam.

-Vit.

I did read the terms and service! Like 10 times. But I can't notice a vulnerability I don't know about, nor identify how exactly I continued to do it....

Literally pressing the spin button for hours over here.

Disappointed as I'm pretty sure not only did I State I read the terms and services in my messages but I also mentioned in my last message sent, that had I notice errant pays I would have said something, as not doing do could potentially cost me my winnings?

Like the irony right now being told to read something I already read multiple time, and in my last message I even wrote " Had a single one of my spins not reflected a winning paying reel on my end, would I have not tried to address a concern that in not doing so could have potentially cost me my winnings? Like I don't know about you but its expressively clear to me honesty is key."

So vit...did you even read my messages? Or ya'll over at bitfiring wanna do what's right by your customer. Lol read the terms and services... yet can't even read my messages.

-JOKE- seriously this to me is ridiculous right here.

My apologies, I'm sure this isn't the place for this but so much more offend right now. Like eh life lesson Vit! Practice what you preach.

Yes, I've read your messages, but several people say something like this. And most of them are scammers. Only one (at least for now) case was our fault, which you can read in the reviews.

As for the rules, Bonus terms & conditions (bitfiring.com) Bonuses abuse states all the info.

Also stated in article 6.7 in T&C about malfunctions.

Listen man, like how can you again reply like your not even reading my messages. Your terms and services acknowledge that of a guest notices...NOTICES how do you qualify one has sufficient capacity to objectively notice a fault, error or vulnerability? And then further identify them as a cheater via attempts to use such knowledge to exploit the casino? If for Say there was a light on the machine that indicated a potential error? As anyone who'd ignore that would be at fault. Regardless of them knowing or not cuz they see it or like the terms and service be familiar with accept having being told why they should..

From my end every spin I spun which won, had a winning reel and also came off my balance. never did I notice at any time did I not have enough in my balance to spin which continued my streak of success. How am I posting fraudulent win by only pressing a spin button? What of this information am I entitled to? Obviously there's is concerned accord to my review this kind information is revealing enough to not share for someone could potentially still exploit it?

From my perspective as guest all my active was above board, as I seen no errored spins, a balance that reflected corresponding to my spins/wins. Not a single thing stood out that I noticed to call concern over outside one identifiable thing...and this will be the craziest thing if ya'll agree was the indicator I apparent missed thus being labeled a cheater.

The only thing I noticed different from other casino, who like the average fray constantly lose. But here I won, so I certainly would have contacted support to protect any winning from the jeopardy of known and not doing so could cost me them in there entirety. Ya'll gonna say I should have realized I was winning too successful and contact support to verify things were functioning correctly cuz the machine appears broken cuz I'm winning not losing?

I never cheated, didn't have prior knowledge of vulnerability, wasn't nefarious as to try and hide anything ( if anything nefarious crown goes to ya'll, like all this everything that's lead to this is ya'll dropping the ball constantly looking to hold me accountable when ya can't even pick yourself up without putting a foot in your mouth )

Ya'll didn't care about anything I've said denied my inquiries why or how, told me decision final no recourse end of story ( good thing I found this place ) to have even made it this far to be now sitting in a place where hey guess what, might be tedious but it's your job to be objective and hear the plight of the guest as some of the more are potentially blamed errantly like myself and the 1 other you mentioned they just failed to find means to get your attention, as you certainly didnt suggest this process to me. ya just expected me to accept it. which is so wrong.

Casino.guru this is in your hands I can't keep going in circles when there defence is inconsistent with the response and inconsistent with concern that the fault not be mine.

What every proof they have, with out revealing the critical details of the exploit I apparently abused. I have to know as much of it as I can. As I'm an honest person and if their telling the truth it should reflect something they claim I should have noticed and further exploited to my advantage...so it shouldnt sound wrong in which I will completely agree if it is. I'll only really take issue is if what I'm told can't hold its own weight.

Bitfiring just look at the lengths of my messages your telling me they reflect a cheater still lying unworthy of the decency to consider I'm not? You gotta be kidding me, there is no way I can believe those who truly meant to cheat would go through all this effort as it took me over a dang month to finally even get literally zero answers culminating to this point? Ya'll don't deserve to operate, without reconsider your terms and conditions. and consider the world where they protect the guest and the casino alike. Because we're both interested in one thing apparently and that's to be or entertain. Which happens to mean the disadvantage and advantages have to synonymously such as I might always lose but have fun and just cuz someone wins doesn't mean they cheated.

Hello Adam,

evidence sent to this email: adam.m@casino.guru

-Vit.

Thank you, BitFiring Casino.

Hello Occzkill,

You stated that you made your winnings from the Daily Bonus Spin, can I ask you to clarify how many times you used this Daily Spin? According to the evidence supplied by the casino, it seems that you have done so more than once in one day, is that correct?

Kind regards,

Adam

Huh I'm pretty any daily bonus spins is only availably once a per 24 hr prescribed daily windows. If it was suppose to be only one spin ever 24 hours. the count down to the next daily spin should reflect the next time you can spin the daily....

I'm actually lost here, possibly made a typo as bitfiting didn't previously mention anything about the daily spin? They implied I forged results after my daily spin?

So confused right now. But ya the only way I spun the daily spin within an approximate frame of less then 24 hours. Would be my one spin before a reset, and then another spin after reset.

However I'd also fight tooth and nail of having to accept I'm wrong or cheating by doing so...cuz that's supper easy for them to code avoid this whole thing??? In fact really anytime terms and service specifically specify requirements such as limits, excluded games, providers, our tyle as parameters should block the users ability of doing do. Cuz at that point how is the casino not just design to catch or trap you u in a technicality?

It's weird cuz I feel like no were has anyone mentioned anything to do with the daily spin previously...but I literally experienced this this daily spin before and after reset however that was at a completely different Casino.. so I'm kinda tripped out, and scratching my head. But it was couple months ago. I have a pretty good memory and in it I fairly confidently only done 1 daily spin. But in the off chance I did two, it was once before reset and once again after reset. Sorry I hope this helps. hopefully a daily spin before and after. Reset isn't against the rules. Cuz it would be super cheesy if they'd be able to get away changing the reason I was suspended and subsequently my account terminated at last min.

So hopefully I've been able to address the nature of your inquiry. But please feel free to ask me to clarify anything I may have missed in my attempts to do so.

Tyler

Hello Occzkill,

According to the evidence provided by the casino, you have used the spin as many as 10 times in one 24-hour period to claim multiple bonuses. I am currently awaiting further information from the casino regarding this and will update here accordingly.

Kind regards,

Adam

Never? That's incorrect, and sound ridiculous. I don't understand??? Like? How can they go from saying one thing, to saying a completely different thing???? Should there evidence not highlight the facts they've already stated? In fact in one of their messages they wrote in response to me says " Yes, Occzkill played with bonus money, but some bets were forged, and the initial bet wasn't used (do not confuse it with free spins bonuses). "

Their claiming bets where forged, bur instead of evidence for that instead they now claim bonus wheel spins abuse?? which is it I've dobe??Like this is just getting more and more humorously unsettling in twiddle dee and twiddle dumb kind of way ( both twiddle the dee and the dumb being bitfiring of course. First I'm blamed for cheating, but when they apparently are suppose to turn in evidence to prove that, they instead claim I was cheating a complete different way. That a fallacy, moving the goal line, more importantly everything that's transpired here with bitfiring pretty much his all the formal fallacies on the tip of the nail.

Like just goto the wikipedia page and read it forr yourself if you don't believe. Frankly the fact that they've provided false data as evidence for cause and not what they're claimed prior...cuz as he said I played with some bonus money, the forged bets came after... I am not making this up..... like why I am writing miles and miles of paragraphs here defending myself from their lies they can't even keep straight. I seriously hope in the end you side with me. I just dont understand a world who would allow a business to lie, not taken responsibility, set out to deceive.....its cuz they've messed up. Seriously all they had to do was deny my winnings claiming it was an error and there Almighty world would have been so. Still would had my account and the status quo good to go. But nope some rather shady thing happen on behalf of bitfiring failing to be the credibility entity they're supposed to be, by being the shamefully credulous stank anyone with a basic level of deduction can deduce as it's basically an awful stink indeed.

Prior to wining 50 udst on the bonus bonus spin the best I won on that wheel was some free no deposit bonus spins....? Which sucked cuz not only was the game kinda lame,. But the wager requirement couldn't be used at any other slot then the no deposit spins were issued for. The freedom to try my hand at they're other games, was glorious. Never had so much fun and entertainment. And as I said caught in blizzard stuck unable to return home... it was a miracle in disguise as it was the only relief I had from the chaos and stress bearing down on me during that time

Furthermore and ironically I can't help but feel those no deposit Spins are these bonus spins you talk of. As they are the only correlation between the daily wheel spins and the spinning of extras bonus spins and only in the literally sense are they connected to bonus spins as byproducts of daily wheel spin.

Thanks again. I know your probably trying to remain impartial, and that's respectable. I almost wanna suggest perhaps someone they're confused or there is a misunderstanding...I honestly knew there wads no way I cheated cuz I didn't, but ultimately accepted that bitfiring could have potentially provided evidence to claim I did something I didn't.. and If in fact something I did unbeknown to my self should have been something i'd retrospectively be able to identify looking back and owned. But nope they botch it yet again...

Hello Occzkill,

Thank you for your comments, I appreciate your frustration.

As you have mentioned, we do need to remain impartial, and for this reason I have requested further information from the casino so that we can build a clear picture of what has happened.

I will continue to update you as more information is received.

Kind regards,

Adam

Wait so not only does bitfiring claim i cheated, do they fail to provide evidence that pertains to that being true...do they present new info for cause of suspending my account but for a different reason with fake evidence..as I said I've won free spins from their daily wheel spins...never have I done what they claim...

So many questions, why would my account not have been flagged months ago? My only win of 50 udst was over the weekend of November, 4 2022. Through to my account being block on on November 6th I believe it waz only like November 7th my email was unable to be delivered to your email. Prompting me to assume ya'll were fake, it wasn't until December I finally got through to your silly support chat, who promoted me to email support, and was denied assist even though I had and still do a screenshot of my inability to email ya'll...

I thought the block chain was designed to make it so things like this can't happen. So there must be a way to verify those tokens and transaction numbers as well as times and things to verify with absolute scrutiny they pertain to specifically me..cuz as the person this casino is blaming now knows beyond doubt just how low this company is willing to stoop. this is sooo broken that they can think this kind of things is okay to doo... Like wow. But it something to look into now.

On the second image why does it look like there is a double line between the transactions?

I'm just gonna stop, at this point I don't need to worry about defending myself against these fail attempts to claim that I'm the one supposedly cheating.

Tyler

Also ummm I downloaded copies of your evidence there...and figure hey why not check the details, and notice each one has a different resolution??? How does that even make since? Should they not all have the same vertical and horizontal resolution??? 640 x 341, 640 x 149, and 640 by 356? Figured I'd point this out please disregard if redundant.

Hello all,

Thank you for your responses. The information provided already is being reviewed, but I would like to ask Bitfiring Casino to provide the entire game history of the player to my e-mail address (adam.m@casino.guru) so that we can see how the winnings have been accumulated, and how and when these bonuses may have been used.

Kind regards,

Adam

Hello Adam,

I will request history and will send it to you once ready.

Thank you Bitfiring Casino.

I will extend the timer accordingly.

Kind regards,

Adam

Hello Adam and Occzkill,

Occzkill please provide us your KYC, we need this for further investigation of the case. You can send it to info@bitfiring.com.

Thanks in advance!

Im sorry you'll are already lying about the fact you believe I cheated now you need my address and or identity to confirm something other than who I am or where I'm from?

I'll need Casino.Guru to weigh in here. Because as it currently stands ya'll are shady, and I've asked thing of ya'll and I still feel they've gone on unaddressed via your end...yet I'm expected to ignore that and hand over information?

Hello Occzkill,

I appreciate your views and understand your frustration, but it is perfectly normal for the casino to request KYC documents, and indeed this would most likely be a necessary requirement to make a withdrawal.

While we are still waiting for further evidence from the casino, it may be helpful to supply the requested information.

Kind regards,

Adam

I sent the front and back of my picture id, is that sufficient for the KYC? . I realize that they'd need my information for a withdrawal, and it would be awesome to settle this. I just didn't see reason to volunteer it, in light of it being irrelevant outside of course the above mentioned reason. I certainly can't see how it can help further their "investigation".

How or why there they're still investigating anything is beyond me I'd assumed it would be as easy to sending you the request data so that ya'll can investigate, unless the're still trying to make up fake evidence.... Which has gotta be a butt load work tryin to legitimize the fake evidence they've already submitted.

Please let me know if I need to submit anything further

Hello Adam,

Regarding information about the gap in the system. Our lead programmers and lawyers recommend not showing data to third parties. Based on the fact that there may be leaks and, accordingly, further attacks on our system. If we payout to the user - it will motivate him (and others) to look for other gaps\triggers in our system.

Therefore, You (Casino Guru) can decide on the outcome of this dispute yourself.

Hello BitFiring Casino,

Thank you for your response. I can understand your views regarding the vulnerability, however, we still need more information to support your claims against the player.

With that in mind, I would like to ask if you can supply the player's game history and transaction history to us.

Kind regards,

Adam

Hello Adam,

Our system has vulnerabilities, and the best decision we can make is that you can remove us from the Casino Guru rating until we deal with all the problems. There are too many scammers, and we cannot provide all the data you need at the moment since it will make our system much more vulnerable to hackers' attacks.

It would be possible if those cases rarely occurred. However, we have a massive number of attacks that are trying to breach our system and the operation logic of the platform.

Dear Bitfiring Casino,

Please be advised that we do not remove casino reviews from our website in accordance with our policies.

I would like to ask once more if you can provide us with the relevant histories of the player, I do not see how this would expose any vulnerability in your system and can assure you the information will remain confidential. We need this information to confirm what has already been supplied.

Kind regards,

Adam

Hello Adam!

As I wrote earlier, the chief technical specialist says that it is not advisable to spend the resource of programmers on solving such problems when work on the project is in the active phase.

I apologize in advance. We cannot afford such a waste of resources.

Hello Occzkill,

Unfortunately, the casino is unable to provide us with sufficient evidence to prove their claims against you.

I'm afraid there is not much that can be achieved without cooperation from their side.

The casino states that it is licensed in Gibraltar, but we have not been able to verify this. I do recommend you contact the Gibraltar Gambling Commissioner and submit a complaint to them (https://www.gibraltar.gov.gi/finance-gaming-and-regulations/gambling-commissioners-advice-complainants)

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 could 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 we could not be of more help on this occasion.

Best regards,

Adam