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)?