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I signed up with this casino on 5/12.

There was a 200% first deposit bonus so I used it to deposit $330.

I was lucky enough to win while playing slot games, and my balance was about $8,300, which met the withdrawal requirements.

A day had passed since I requested the withdrawal, but the money had not been withdrawn, so when I logged into the site, my balance only showed the amount I had deposited.

When I contacted them by email, I was told that my winnings would be confiscated because I had violated their terms of use.

Specifically, "behavior that appears to be the use of multiple accounts"

However, this is my first time registering and I have not created multiple accounts, and I am playing within the terms and conditions.

There is no information regarding identity verification.

I do not recall intentionally violating the terms of use, and since I feel that the confiscation was unreliable and abrupt, as I did not know about it unless I inquired about it, I would like you to investigate this matter.

5/12にこちらのカジノに登録しました。

200%の初回入金ボーナスがあったのでそちらを使用して330ドル入金しました。

スロットゲームで遊ぶと運良く勝利し、残高が8300ドルほどで出金条件を満たしました。

出金申請をしてから一日経っても出金されないため、サイトにログインすると残高が入金分だけになっていました。

メールで問い合わせると利用規約に違反しているため勝利金を没収するというものでした。

具体的には「複数アカウントのご利用とみられる行為」

とのことですが初めての登録で複数アカウントを作っておりませんし、規約の範囲内で遊んでいます。

本人確認の案内はございません。

意図的に利用規約を破った覚えはなく、またこちらから問い合わせをしないと没収が分からないといった信頼性のない乱暴な没収と感じる為グル様で調査をお願いします。

Dear bayashi0,

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 which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?

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,

Kristina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Is it possible that your family or someone using the same IP address has created an account at this casino?

there is no.

Can you tell us what games you focused on - slots, live casino, sports betting etc?

I only play slot games.

Did you pass verification before losing access to your account?

No.

あなたの家族や同じ IP アドレスを使用している誰かがこのカジノにアカウントを作成している可能性はありますか?

ありません。

スロット、ライブカジノ、スポーツベッティングなど、どのゲームに重点を置いたか教えていただけますか?

スロットゲームでしか遊んでいません。

アカウントへのアクセスを失う前に検証に合格しましたか?

していません

Thank you very much for your reply, bayashi0. Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here. Thank you in advance.

Transferred.

Please confirm

転送しました。

確認お願いします

Thank you very much, bayashi0, for your cooperation. I will now transfer your complaint to my colleague Michal ([email protected]) 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.

Hello bayashi0,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter and to see how I can help.

We would like to invite Bitcasino.io to join the conversation.

Dear Bitcasino.io,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions, of which the player is being accused. You can send the information and evidence to me at [email protected]

Dear CasinoGuru Team,

The player bayashi0 registered their account on 12/05/2025 at 14:50 GMT, and claimed a deposit welcome offer of 200% at 14:53 GMT on the same day. Upon completion of the wagering requirement, the reward amount of 8 584 USDT was credited to their balance.

However, after due investigation from our Player Safety and Assurance Team, the player was found to be abusing our welcome offer by claiming it with different accounts, which is a breach of Bitcasino's Terms and Conditions, specifically rules 8.4 and 8.6 (https://bitcasino.io/help-center/help-terms-and-conditions/bitcasino-terms-and-conditions-of-use-of-services-of-the-company).

Therefore, the winnings from the reward were deducted from the balance (leaving the deposit), and the user was deemed ineligible for all future bonuses and promotions as communicated in our email on 14/05/2025 at 00:45 GMT.

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

We shall provide additional information and evidence supporting the results of our investigation and the decision taken.

Kind Regards,

Bitcasino Team

Dear Bitcasino Team,

Please forward me any supporting evidence of the above to [email protected]

The date, December 5, 2025 at 2:50 p.m., is also incorrect, so the history and data cannot be trusted.

Furthermore, receiving a welcome offer on a different account without any identity verification is not proof of anything.

There is no way we can prove that we have not received the welcome offer on a different account, and there is little basis for this as IP address duplication is possible in certain regions. Our argument is that the fact that we did not verify your identity could be considered a falsehood on the casino's part.

Please make a fair judgment based on facts.

2025年12月5日14時50分という日付も間違っておりますから履歴、データ等信用に足りません。

また本人確認が一切無い状況で異なるアカウントでウェルカムオファーを受けたというのは何の証明にもなっておりません。

こちらがウェルカムオファーを異なるアカウントで受けていないという証明ができるはずがなく、またIPアドレスの重複等は地域上起こり得ることで根拠希薄、こちらの言い分としまして本人確認をしていないという事実がカジノ側虚偽の要素になり得ます。

事実確認より公正な判断をお願いします。

Dear Michal,

We have sent you the requested information via email.

Feel free to get back to us for any additional details.

Kind Regards,

Bitcasino Team

Thank you for all the provided information and evidence, Bitcasino Team.

Dear bayashi0,

The above mentioned date is correctly mentioned by the casino team as 12/05/2025 at 14:50 Greenwich Mean Time (GMT). So your reference as "December 5, 2025 at 2:50 p.m" is incorrect. It actually is May 12th, 2025, at 2:50 PM.

After gathering all the necessary information and evidence, we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions - multiple accounts. The evidence indicates the creation of multiple/duplicate accounts from the same or very similar IP addresses, linked with crypto wallets and engaging in the same or strikingly similar gameplay, which can’t be considered just a mere coincidence. Casinos have a very strict policy regarding multiple/duplicate account cases that have been used in this way. I can assure you that we, as an independent party, have reviewed all the information and evidence thoroughly, and the casino team's actions were according to its established rules.

We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future, and we will try our best to help.

Best regards,

Michal

Casino Guru