Bitcasino.io - Pelaajan tili suljetaan ja voitot takavarikoidaan.

Hello

I had won the above amount whilst accepting a casino welcome offer on my 3rd deposit at the casino, it was a deposit bonus where I deposited 1500 usd and it was matched 100% with a 1500 bonus.

I played through the wagering requirement and withdrew the winnings on 23/8/25, this withdrawal was rejected, my account was closed due to an investigation that took place on the account linking me with two other users, that I have no knowledge of as well as citing as many as 12 reasons as to why they have not paid me as per their terms....from money laundering to inproper use of the site to using the account through a third party. I simply asked for transparency, as it cannot be all 12 reasons not to pay me as I am very confused, the casino have not provided any evidential proof to support these allegations, of which I strongly deny. I have won money, satisfied the wagering requirements of said bonus, and completed verification checks and KYC and I expect to be paid.

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Dear VH563proton,

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 used any VPN or IP-masking software to alter your real location while accessing the casino website?
• Is there any chance that someone from your household or using the same IP also created an account at this casino?

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 G.

Hello Attila

I focused on video slots soley to win this amount.

I dont use a vpn no

Nobody has used this site in my household, absolutely not.

Thanks

Hi CG have you reached out to the casino ?

Dear VH563proton,

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

Dear VH563proton,

I am truly sorry to hear that your account has been blocked. I will promptly reach out to the casino in an effort to resolve this issue as quickly as possible. Additionally, I would like to invite a representative from Bitcasino.io to join this conversation and assist in addressing this complaint.

Dear Bitcasino.io,

Could you kindly clarify the reasons behind the player's account being blocked? Furthermore, would you be able to provide any supporting evidence? You may either share your statement and evidence here or send it directly to my email address at jana.k@casino.guru.

Thank you in advance for your cooperation.

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.

Hi what happens now ? I too have chased the casino 6 days ago but did not get a response, I cannot access live chat either, as you have to have a functioning account to do this.

I have tried to contact the casino repeatedly but had no success. 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. In the meantime, I recommend you contact the Curacao Gaming Authority (complaints@cga.cw) and submit a complaint to them. 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 (jana.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Jana