BitcoinVIP Casino - Player's account is closed without reason.

I played on this site for a few weeks, both casino and sports.

I won a sizeable amount (around 12000€) and have withdrawn 3500€ twice with no problems. The second withdrawal I made on thursday 26.02 and it was paid out monday 02.03.

I have not played since I made the withdrawal request on thursday 26.02.

So when I tried to log in today (05.03). The account is blocked, company decision , no further explanation.

I have not used any bonus at any time, just played casino and sports bets on fotball.

I still have around 5000€ on this casino, my account is verified and they payed out the two first withdrawals so this is a very weird behaviour and frankly makes no sense.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Krissaaa,

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.

• Have you contacted the casino customer support via email to ask about the reason why your account was blocked?
• Did you pass the verification before you lost access to the account?
• Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?

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

Thank you very much in advance for your reply.

Best regards,

Attila

Please note that if the matter becomes solely related to sports betting, we regret to inform you that we won't be able to assist you as we do not have a department handling such issues.

Hello Attila,

Yes, it is fully verified.

As I said I got two withdrawals, before they suddenly just blocked my account with 5000€ still in it.

No, I have not used any VPN or anything to alter my location.

Yes, I have contacted them. And asked several times for a reason. All they do is just respond with this:

«Thank you for contacting us.

 We are writing to formally notify you that, following a recent and thorough review of your account by our management team, the decision has been made to proceed with its permanent closure.

Please note that this decision is final. We appreciate your understanding in this matter. 

If you have any other questions or need anything else, don't hesitate to contact us.»

So no explanation, just a random blocking of my account.

Dear Krissaaa,

Thank you very much for your response.

Could you kindly provide the date when you completed the KYC verification? Was this conducted immediately prior to your loss of access to your account?

Additionally, is there any possibility that someone from your household, or anyone using the same IP address, may have also created an account at this casino?

Thank you in advance for your cooperation.

Hello again,

It’s a bit hard to remember exactly the date and they dont let me in the account so 😅

But as I said I was verified before my 2 first withdrawals, which I can see they paid out 23.02 and 02.03.

So before the first one, maybe 19.02 or 20.02 I verified. Even live KYC.

And between those withdrawals I just played some casino, no bonus/freespins of any kind. Did not really win or loose much either.

And then suddenly the account was blocked after they payed out the second withdrawal 02.03.

No Chance that any other in my household has played either.

It’s honestly the weirdest experience I have had at an online casino. Really makes no sense.

Thanks for trying to help

Best regards

[Redacted]

Dear Krissaaa,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Jana (jana.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Please note that if the matter becomes solely related to sports betting, we regret to inform you that we won't be able to assist you as we do not have a department handling such issues.

Dear Krissaaa,

I sincerely empathize with you regarding the recent blocking of your account. Please be assured that I will reach out to the casino promptly to address and resolve this matter as quickly as possible. Additionally, I would like to invite a representative from BitcoinVIP Casino to join our discussion in order to assist in resolving your complaint.

Dear BitcoinVIP Casino,

could you kindly provide us with an explanation for the account blockage? We would greatly appreciate any supporting evidence you may have. You can either share your statement and evidence in this conversation or send it directly to my email address at jana.k@casino.guru. Thank you in advance for your cooperation in this matter.

Kind regards,

Jana

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.

Hello Jana,

It does not seem like they will answer.

looks like a very unserious casino.

I hope it will definately affect their rating and not just «may».

other punter should be warned about scams like this.

Thank you for your help