Bitcasino's Alarming Response to Valid Cashback Concerns - A VIP Player's Experience

I’m writing to share a deeply concerning experience I’ve had with Bitcasino and to raise awareness about their practices.

Recently, I raised concerns about Bitcasino’s cashback calculation method, specifically that cashback withdrawals were being counted against future cashback calculations, effectively penalizing players for using their earned rewards. Despite numerous attempts to get clarity, my concerns were repeatedly dismissed by their team.

After receiving unsatisfactory responses from Bitcasino, I decided to file a formal complaint with the Curaçao Gaming Control Board (GCB), outlining how I believed Bitcasino’s practices violated their licensing conditions, particularly regarding their internal cashback procedures. In good faith, I voluntarily informed Bitcasino about this complaint, even though I had no obligation to do so. I hoped that this transparency might prompt a constructive dialogue.

Instead of addressing the specific concerns I raised, Cristina, the Head of VIP, responded with an email that was defensive and dismissive. Rather than engaging with the issues, she tried to justify their practices by making vague claims that Bitcasino "exceeds industry standards." She also characterized my communications as "abusive" without any specific examples and provided misleading statistics about my profits and losses that had nothing to do with the core issue of recycled cashback funds.

It’s almost laughable how she brought up my overall deposits and withdrawals as if to suggest I’ve somehow been over-rewarded. Cristina’s response ignored the central concern: the unfair way cashback is calculated and used against future rewards. Instead, she deflected by pointing to unrelated statistics that have nothing to do with my complaint about transparency and fairness.

What makes this worse is the retaliation that followed. Cristina informed me that, because I filed a complaint with the GCB, all of my rewards and bonuses were being suspended "until a resolution is defined." This is shocking and feels like a clear act of retaliation against me for seeking regulatory oversight. There’s no mention in their own Terms and Conditions that justifies suspending rewards simply because a player has filed a complaint. According to their terms, suspending rewards is typically reserved for cases of abuse or fraud, neither of which applies to me.

I’ve been a loyal VIP customer since 2019 and have deposited millions of dollars into Bitcasino over the years. Yet, instead of addressing legitimate concerns about their practices, they’ve chosen to punish me by suspending my rewards and bonuses—something that seems entirely outside of their stated policies.

Bitcasino has turned what should have been a discussion about fair treatment and clear policies into a punitive action against a VIP player. This behavior is unacceptable and raises serious questions about how they handle player complaints and transparency.

I wanted to share this experience to warn other players about how Bitcasino might react to legitimate concerns. Have any of you had similar issues with Bitcasino or other online casinos? Is suspending rewards in response to a formal complaint a common practice, and is it even legal under their terms? What would you recommend I do next?

I’d appreciate any insights or advice. Thank you for taking the time to read this.

Have you maybe thought about contacting a lawyer if you feel that you should do more about this?🤔

I am not quite sure if there is anything else you could do after filing a complaint with the GCB to tell you the truth.

Thank you, though, for your insides regarding the experience with this casino, and I wish you all the best, for sure.

Thank you for your response and suggestion. However, I must express my deep disappointment and frustration with the situation and the advice provided.

Firstly, let me clarify that I did not actually file a complaint with the Gaming Control Board (GCB). I escalated my issue to them, but I have since learned that the GCB is not currently accepting or reviewing complaints, and there is no clear timeline for when they will resume doing so. This means that the escalation avenue is effectively non-functional.

It's important to note that Bitcasino was almost certainly aware of this when they suspended my rewards for escalating to the GCB. This suggests a retaliatory and bad-faith action on their part, punishing me for attempting to seek regulatory intervention that they knew was currently impossible.

In light of this, your suggestion to consider contacting a lawyer, while perhaps well-intentioned, fails to recognize the inherent power imbalance between individual players and these casinos, and the prohibitive barriers to legal action for many. Pursuing legal recourse against an offshore, underregulated entity like Bitcasino is often prohibitively expensive, time-consuming, and stressful for individual players.

Moreover, by rejecting my complaint after the GCB escalation dead-end, Casino Guru is effectively abandoning me and other players in a similar situation. We are left without any viable avenue for seeking justice or holding Bitcasino accountable for their unethical and potentially illegal practices.

As a platform that positions itself as an advocate for player rights and a watchdog for the industry, I strongly believe that Casino Guru has a responsibility to do more in situations like these. When regulators are failing in their duty, and casinos are exploiting that failure to mistreat players, it's incumbent upon entities like Casino Guru to be the necessary champions and watchdogs.

Here's what I believe Casino Guru should do in this situation:

• Publicly call out Bitcasino for their retaliatory and bad-faith suspension of my rewards for escalating to a regulator they knew was non-functional. Make it clear that such conduct is unacceptable.

• Use your platform and industry connections to pressure the GCB to resume accepting and investigating player complaints as a matter of urgency. The current situation allows bad actors to operate with impunity.

• Prominently feature my complaint and others against Bitcasino on your review page, to warn potential customers of the risks and the casino's misconduct. Player awareness is critical.

• Work with affected players like myself to explore alternative avenues for justice and accountability, whether through collective action, media pressure, or engagement with other regulatory bodies.

While I appreciate your well-wishes, what I really need is a committed ally and advocate in my corner. I am calling on Casino Guru to be that ally, to live up to its stated mission and values by taking concrete action to support affected players and hold bad actors like Bitcasino accountable.

Your next steps will send a clear signal about Casino Guru's true commitment to player protection. Will you be a bystander and enabler of casino misconduct, or will you be the fierce advocate that wronged players like myself desperately need?

I am ready and willing to work with you to pursue all available options for justice. But I need Casino Guru to step up and be an active, committed partner in that fight.

I await your response and commitment to tangible action. Players like myself are counting on you to do the right thing.

Feel free to contact our complaint team regarding this at complaits@casino.guru. They will surely provide you with their statement regarding your requests.

Hello fellow players,

I'm reaching out to other Bitcasino VIP players to share experiences and see if anyone else has encountered similar issues with the platform. As a long-time VIP player who has invested over $2 million over four years, I've recently had some deeply concerning interactions that I believe warrant discussion.

My experience includes:

• Contradictory Information: My VIP host, Taehee, has provided inconsistent information about bonuses, cashback, and account policies. Has anyone else noticed discrepancies in communication from their VIP hosts?

• Problematic Cashback System: The cashback system penalizes players for withdrawing their earned rewards. Has anyone else noticed this or received clear explanations about how cashback is calculated?

• Retaliatory Actions: When I raised concerns about these issues and mentioned filing a complaint with the Curaçao Gaming Control Board (GCB), Cristina, the Head of VIP, suspended all my rewards and bonuses. Has anyone experienced similar retaliatory actions for voicing concerns?

• Lack of Transparency: Despite multiple requests, I've been unable to get clear, comprehensive financial statements of my account activity. Has anyone else struggled to get transparent information about their account?

• Currency Conversion Issues: Deposits made in cryptocurrency are converted to Euros for bonus calculations, then back to crypto. Has anyone else experienced losses due to this practice?

• Legal Escalation: The situation has deteriorated to the point where I've had to involve legal counsel. There counsel is extremely aggressive and have been inappropriate and even questioned my lawyers credentials. I'm curious if others have had to take similar steps.

I'm sharing this not just to vent frustrations, but to gauge whether these are isolated incidents or indicative of systemic issues at Bitcasino. If you're a VIP player at Bitcasino, I'd greatly appreciate hearing about your experiences, positive or negative.

1. How responsive has your VIP host been to concerns?
2. Have you received clear explanations about bonus and cashback calculations?
3. Have you ever felt unfairly treated or penalized for raising issues?
4. How transparent do you find Bitcasino's practices overall?

Your insights could be invaluable in understanding the broader picture of how Bitcasino treats its VIP players. All responses are appreciated.

Thank you for your time and any information you can provide.