CasinoBit.io - Player's withdrawal is delayed due to account restrictions.

In august i registered at Casinobit.io and played quite a lot during august and september. At 20th september when i had about 15-20k on the account my withdrawals were put on hold and i got a popup in the account asking me to send

• photo of ID
• photo of bill
• selfie holding infront of monitor with the email requesting the docs open.

i didnt actually get an email about this at first but the support helped me with this and were very friendly.

i sent in all that was requested on the 23rd. they have acknowledged that they have received all documents that was requested but has since then locked the account and the few times that they have replied to my emails asking for update, said that my games and KYC is still in review. this is getting very frustrating at this point since it is a lot of money and it does not seem like they are doing anything.

Dear anttique,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Have you provided all the required documents as soon as possible and in the correct format?
• Did you accumulate your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

hi

• i played a mix of slots and live casino but mainly live casino and big wins were from live casino
• yes
• without bonus

Thank you very much for your reply, anttique. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

hi

i forwarded 3 email chains to her now

Thank you very much, anttique, for your cooperation. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear anttique,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite CasinoBit.io representative to join this conversation.

Dear CasinoBit.io,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

Dear Mirka,

This player has been warned and is aware that their KYC and gaming account are under review, a process that takes time due to several unclear elements:

To date, the player has had 18 approved withdrawal requests totaling $71,723.61, and has made 26 deposits amounting to $50,301.28. You can see that we regularly paid this player until suspicions arose.

We must inform you that we have identified the player as part of a suspected fraudulent ring involving five other accounts. These are professional players making large deposits (averaging $2,000 each time) and employing similar strategies.

As outlined in Article 6.3 of our terms and conditions, we reserve the right not to accept professional players, and we are applying this policy.

Dear CasinoBit.io,

Could you please confirm, if there has been any update in the mentioned review of the player's account?

Thank you.

Hi,

Could you please confirm whether your last message was addressed to us or directly to the player (Since you mentioned "Dear Anttique" in your message)? 

Dear CasinoBit.io,

The message was address to you, I just made a mistake, and already edited it.

Ok thanks Mirka for confirming,

We have completed our review of the player's account, and it has been confirmed that the player is engaged in gambling activities in a professional capacity.

Our investigation revealed that several other players, who registered around the same time and exhibit similar behaviors, share common connection times, play the same games, and make significant deposits . 

Based on these factors, we conclude that the player is part of a illegal gambling group.

The total damage for 5 involved players exceeds $100,000 (deposits minus withdrawals). As a result, the player's account has been closed, and any improperly earned winnings have been forfeited.

As outlined in Article 6.3 of our terms and conditions, we reserve the right not to accept professional players, and we are applying this policy.

Dear CasinoBit.io,

Thank you for your reply. Would you be able to provide me with evidence of the mentioned situation?

You can send it to miroslava.d@casino.guru.

Thank you.

Dear Mirka,

Our advanced algorithmic system includes internal parameters specifically designed to detect irregular patterns and fraudulent activities, which we do not disclose to any third parties.

During our investigation, we identified that these individuals accessed the same games  one after the other and used identical IP blocks, indicating coordinated behavior.

As clearly stated in our Terms and Conditions, which all players agree to upon registration, such actions are considered violations. Consequently, the winnings associated with this behavior have been voided.

However, it is important to note that we have previously approved 18 separate withdrawal requests for this player, amounting to a total of $71,723.61.

This demonstrates that our actions are not taken lightly or without justification. If our intent were to act in bad faith, we would have intervened much earlier.

In a gesture of goodwill, we are willing to refund the player’s most recent deposit ( 1503.25$), despite the situation.

Regards

excuse me but what does this even mean "professional capacity"? feel free to send my complete play history with you to casino guru and let them see what they think. this is complete bull shit

you also keep writing a number for total withdrawals to imply that this is the amount that i have won at your site which is not try since you do not discount deposits

Dear CasinoBit.io,

I understand there might be reasons for believing, that the players have been participating in fraudulent actions, however, it is a standard practice at our Complaint Resolution Center, that we require proof of actions, for which player's winnings have been confiscated. Without this, we can not successfully resolve the case.

I kindly ask you to provide evidence to aforementioned claims, or this case will remain unresolved, which might influence casino's rating on our website.

Thank you for your cooperation.

Thank you for your message.

Our Terms and Conditions clearly establish that we are not obligated to provide detailed information, particularly since we have already lost $21,422 with this player alone, and over $100,000 in total due to the professional player ring.

We are taking the time to respond because we respect your site, but we will certainly not disclose details that could potentially inspire others to replicate such actions.

We are fully within our rights to protect the integrity of our platform and prevent any further fraudulent behavior.

We trust this clarifies our position.

Dear anttique,

Since we have not been provided with any relevant details and supporting evidence of the aforementioned claims, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

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. 

Best regards,

Mirka

Casino.Guru