Bitcasino.io - Pelaajan voitot on takavarikoitu.

I was registered in casino on 06.02.2025. On 25.02. I made a second deposit in casino and gained my first winning. I requested a withdrawal but it was rejected on 01.03 and all amount confiscated from my balance. After I contacted support by email and they replied that:

Our security system has flagged your account. Therefore, you are not eligible for promotions under our Terms and Conditions.

Under rules 8.4 & 8.6:

8.4. All Website offers are intended for recreational players and the Website may in its sole discretion limit the eligibility of customers to participate in all or part of any promotion.

8.6. Rewards can only be received once per person/account, family, household, address, email address, IP addresses and environments where computers are shared (university, fraternity, school, public library, workplace, etc.). The Operator reserves the right to close your account and confiscate any existing funds if evidence of abuse/fraud is found

Therefore, the balance had to be adjusted as it was derived from the rewards.

For me the reason of confiscation is still unclear because I made only 2 deposits in casino and it was my first winning.

Please help me to clarify the case.

Dear Faran,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Bitcasino.io.

Please allow me to ask you a few questions, so I can better understand the situation.

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Could you please advise if you have passed the KYC verification?
• Have you contacted the casino and asked for clarification?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

Dear Faran,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear Tomas,

Sorry for delay.

I am sure that nobody from my household or someone else used my IP or created account in the casino.

I am requested to pass face verification. I was going to verify when I found that amount was confiscated so I didn't continue the process. I was not informed from casino side about confiscation, so I sent email to them asking the reason. I forwarded the email to you.

Thank you.

Thank you very much, Faran, for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@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 Faran,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Bitcasino.io's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Bitcasino.io,

Could you please provide detailed information about this case and outline the reasons why the player's winnings were confiscated?

Thank you in advance for your response!

Best Regards,

Kubo

Dear CasinoGuru Team,

The player FernandoMEX claimed a 100 USDT cash reward on 25/02/2025 at 17:05 GMT. Upon completing the wagering requirement on 26/02/2025 at 03:58 GMT, the reward funds of 1,306.12 USDT was transferred to their balance.

After investigation, our Anti-Fraud department found that the player claimed the same reward with multiple accounts, breaching our Terms and Conditions rules 8.4 & 8.6.

Therefore, as per our Terms and Conditions, the remaining balance of 1,299.82 USDT was debited from their account and the user was informed.

We shall provide additional information to CasinoGuru privately showcasing our investigation results and relevant evidence to our decision.

If you have any further questions, feel free to ask us. 

Kind Regards,

Bitcasino Team

Dear Bitcasino.io,

Thank you for the clarification. Could you please provide relevant evidence to my email address at jakub.m@casino.guru?

I appreciate your cooperation.

Hello,

We have now replied via email.

Please let us know if further information is needed.

Kind Regards

Bitcasino Team

Dear Bitcasino.io,

Thank you for conducting a thorough investigation and providing the detailed evidence regarding the allegations against the player.

Dear Faran,

After a comprehensive review of your case, I would like to share the outcome of our investigation.

Based on the evidence provided by the casino, I must regretfully reject your complaint as unjustified.

The evidence clearly indicates that your account is linked to multiple other accounts, all created or accessed from the same device or location. Creating multiple accounts to exploit bonuses is a serious violation of the Terms and Conditions at most online casinos because it undermines the integrity of the gaming environment. This practice can lead to unfair advantages, such as exploiting bonuses or promotions intended for single accounts. It disrupts the fairness and balance that casinos strive to maintain, which is crucial for all players. Additionally, it can result in significant financial losses for the casino, prompting strict enforcement of policies against such behavior.

For future reference, I strongly recommend adhering strictly to the casino's Terms and Conditions and avoiding any attempts to gain unfair advantages through the creation of multiple accounts. I understand this is not the outcome you were hoping for, but the evidence is indisputable.

Thank you for your understanding, and I’m sorry I couldn’t provide a more favorable resolution in this instance. If you encounter any other issues with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here to assist you!

Best Regards,

Kubo