Bitcasino.io - Pelaajan voitot on takavarikoitu.

This was my first time registering with this casino and playing after receiving a bonus.

I won with my third bonus, but when I tried to change games, my balance suddenly decreased.

When I checked my bonuses, I found that the bonus had been forfeited. When I contacted support, they said the bonus was forfeited due to suspicion of multiple accounts.

I had no problems playing with both my first and second deposit bonuses, so I find the sudden confiscation of my balance after winning very suspicious.

Furthermore, I was asked to verify my identity, which I did.

However, the decision remains unchanged: I was in violation of the terms of service.

I would like this issue resolved.

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.

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Dear Bitcasino.io,

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.

• 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? Which documents were requested from you?
• Could you please specify what the amount of 11000 USDT represents in your situation?
• Could you please share with me your communication with the casino or any other evidence of the incident? 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

That's not true. I played alone.

Identity verification was done through Liveness authentication. They took a picture of my face.

It's a very large sum of money. I want my winnings back.

Okay. I'll forward the conversation for you to review.

Dear manaty,

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, Peter (peter.c@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,

Tomas

Hello there,

Thank you manaty for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Bitcasino.io for their help in resolving this complaint. We would like to know why the player's winnings were confiscated and what we can do to help resolve this issue.

Thank you!

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 there,

In accordance with Terms and Conditions 8.4 and 8.6:

8.4 All offers provided by this website are intended for players who enjoy playing games for entertainment purposes, and this website reserves the right, at its sole discretion, to select which players are eligible to participate in some or all promotions.

8.6 Only one bonus can be received per account. This means one bonus per family, household, address, email address, IP address, or public location (such as a university, club, school, library, or company). If we detect any abuse of bonuses, we reserve the right to close the account or forfeit any assets in the account.

Further information was provided to the player via email as well.

Regards

Hello manaty,

We would like to update you that due to Peter, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Peter has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Peter will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for the update Bitcasino.io representative. Would it be possible to provide me with evidence of the violation of the rules? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

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.

As I have not received the requested evidence from the casino I’m afraid there is not much that can be achieved without cooperation from their 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 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 that you contact the Curaçao Gaming Control Board and submit a complaint to them. The regulator states that it will not handle individual disputes between players and operators, but if you would like to try contacting them anyway, you can do so at: complaints@cga.cw.

Please let me know if you need help submitting the complaint or inform me how they responded if you decide to contact them on your own (peter.c@casino.guru).

I am sorry I could not be of more help on this occasion.

Best regards,

Peter