Bitcasino.io - Hráčský účet byl omezen a výhry byly zabaveny.

Hello!

I was playing with quite big stakes on bitcasino and one day they decided to restrict my account and accused me of multi accounting. I have never created any other accounts or abused them in any way. I explained to them that there must be a mistake as this is not possible. A couple days later they accused me of double spending and confiscated almost 4 BTC from me. I have tried to make complaints on behalf of curacao but they are saying that bitcasino is not licenced by them. This is not looking good at all as the casino seems to be operating unrightfully and i cant find help anywhere. Please look into this and advise on how to proceed here.

Dear romban,

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

Please note Curacao licensing is undergoing changes to unify 4 separate licensing authorities into a single one. The casino however seems to be already licensed under GCB. If you contacted the incorrect Curacao license, you might have received an unfavorable reply.

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

• Could you please advise how long were you a player of the casino and when exactly was your account blocked? 
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 
• Did you achieve your current balance with the help of a bonus? 
• Could you please share your communication with the casino in which the casino accused you? 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

Hello!

Please note Curacao licensing is undergoing changes to unify 4 separate licensing authorities into a single one. The casino however seems to be already licensed under GCB. If you contacted the incorrect Curacao license, you might have received an unfavorable reply.

Okay i see, i thought the casino was operating unlawfully as curacao did say they dont have anything to do with bitcasino.

Here are the answers to the questions:

Could you please advise how long were you a player of the casino and when exactly was your account blocked?

I was a new customer on bitcasino, so i did not play for long. My account was blocked on the 6th of august.

What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)

I played roulette mostly, i dont remember if i played some slots as well, but i had a great run on roulette. 

Did you achieve your current balance with the help of a bonus? 

No i did not have any bonuses i think.

Could you please share your communication with the casino in which the casino accused you? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Will send the email conversations to your email.

Thank you!

Hello!

Is there any other information i can provide?

Please have a closer look at this case, the casino should not be allowed to operate like this.

Thank you very much, romban, for providing the necessary information and for your patience. I will now transfer your complaint to my colleague Michal (michal.k@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.  

Hello!

What should i do next? how do i get a hold of curacao or do i need to wait until they unite the licences?

Hello romban,

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.

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

Dear Bitcasino.io,

Could you please furnish additional details regarding the violations of your rules by the player? Kindly send any relevant evidence that substantiates your assertion regarding the player's violation of your rules to my email at michal.k@casino.guru

Dear Casino Guru Team,

Bitcasino user romban created their account on 06/08/2024 at 11:15 GMT.

They contacted our Player Safety and Assurance Team on 06/08/24 at 17:52 GMT via email asking about a declined withdrawal. The user was asked to go through our KYC (Know Your Customer) procedure. This confirmed that the user romban was using the ‘Double Spend’ method, which is against our Terms and Conditions rule 7.6:

7.6 If we determine, in our sole discretion, that you are using the "Double Spend" methodology, the Website shall void all bets and winnings. Specifically, if you win, then confirm your deposit on the Blockchain and attempt to withdraw, all winnings will be confiscated and your account will be closed permanently. We shall also exercise this right where similar activities are attempted from any connected accounts.

The final decision by our Player Safety and Assurance Team was to close the account permanently with return of deposit (1730 mBTC). The user was informed about this via email, and no further correspondence has been held.

We shall provide the necessary evidence privately. 

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

Best Regards

Your Bitcasino Team

Hello!

Please understand i have never done anything like this, there must be a misunderstanding. I am using express VPN service, maybe i have the same ip as someone that has done double spend?

I am really interested to see what kind of evidence you have because it is just not possible what you are reffering to.

Dear Michal,

We have now replied privately with the required evidence.

You are welcome to get back to us should you need further information.

Best Regards

Your Bitcasino Team

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

Dear romban,

After a comprehensive review of all relevant information and evidence, we must regrettably inform you that your complaint has been deemed unjustified. This decision is based on a violation of the casino's terms and conditions, specifically concerning the use of the 'Double Spend' method. There are several indicators of suspicious deposits and gaming behavior that raise concerns about a possible attempt at double-spending. Notably, one significant factor was your deposit of a considerable amount of cryptocurrency accompanied by an unusually low transaction fee, coupled with your engagement in high-risk, high-stakes games at a rapid pace before the blockchain transaction was confirmed. Casinos have a very strict policy regarding 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 as was communicated to you previously.

I am 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