Bitcasino.io - Účet hráče byl zablokován a zkontrolován.

This casino freeze my account for some security reasons.

I send documents through their customer service email to verify my identity which is kyc proccess ,

They never reply and ignore my mails and still cannot cash out

(they blocked). keep showing you are unable to withdraw for 48 hours after making a deposit due to security reasons. already 3weeks passed

Please solve this situation for me casino guru manager.

Dear Seung,

Thank you very much for submitting your complaint. Foremost, allow me to congratulate you on your great win.

Please understand that it is a common procedure for casinos to audit players’ accounts, particularly, after accumulating a substantial win. From our experience, it may take 14 days, but every casino is different and has its own procedure which needs to be followed. That’s why we advise players to be patient and fully cooperate with the casino.

Could you please specify if you have accumulated your winnings on regular play or from a jackpot? Have you withdrawn any winnings from this casino in the past? I have checked the general terms and conditions, and this is what I found https://bitcasino.io/help-center/help-terms-and-conditions/bitcasino-terms-and-conditions-of-use-of-services-of-the-company:

"For security reasons, for any deposits made using the Moonpay service, we reserve the right to not process withdrawals for a minimum of 48 hours and impose up to 5 times wagering requirement after the Moonpay transaction prior to withdrawing."

Could you please advise if you have completed the mandatory deposit wagering?

Hopefully, we will be able to help you as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Could you please specify if you have accumulated your winnings on regular play or from a jackpot? Have you withdrawn any winnings from this casino in the past?

: My winnings on regular play and I played more than a week. I never experienced got jackpots. Also, I have withdrawn my winnings more than 5 times last month. But suddenly my account locked for some reason.

Could you please advise if you have completed the mandatory deposit wagering?

: Ofcourse, Sir.

 Also, I never made any deposits with using the moonpay service at all.

Best regards,

Seung

Could you please advise which payment method you have used to deposit funds into your account? Was it Bitcoin e-wallet?

I have found the following in the general terms and conditions https://bitcasino.io/help-center/help-terms-and-conditions/bitcasino-terms-and-conditions-of-use-of-services-of-the-company:

"Non-cryptocurrency payments are handled by mProcessing Solutions Ltd. Payments through Ecopayz are processed by Moon Technologies B.V.

4.3. To deposit funds into your Member Account, you can transfer funds from crypto-wallets and credit cards under your control. Deposits can only be made with your own funds.

4.4. You may also use the Moonpay service to deposit using other methods. However, each service includes a fee. By using Moonpay, you are buying bitcoins via an exchange. The bitcoins will be deposited straight into your member account."

"We reserve the right to apply a wagering requirement of at least 5 (five) times the deposit amount if we suspect the player is using our service as a mixer. For deposits made via the Moonpay service we reserve the right to apply a wagering requirement of at least 5 (five) times the deposit amount if we suspect the user of abusing the service. It is strictly forbidden to use our service for any other purpose than entertainment."

Yes. It was my Bitcoin wallet which I got on my device like desktop

Could you please advise how much was your last deposit? Have you, by any chance, saved your casier history before your account got blocked? If yes, please forward it to petronela.k@casino.guru. Thank you very much in advance.

1,040.4133 mBTC sir.

Email sent. please check that for me

Thanks

Thank you very much, Seung, for providing all the necessary information via email. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Seung.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Hello,

We were able to identify the account based on the information provided on the thread.

Based on the below Terms and Conditions of Bitcasino.io, we have requested the user cooperate for our "KYC" verification procedures on 23rd of March 2021. Please note that we have only limited withdrawals while this procedure is in place and the account stays open for user’s access, deposits, and game-play.

3.11.  We have the right to carry out "KYC" (Know Your Customer) verification procedures and access to your Member Account may be blocked or closed if we determine that you have supplied false or misleading information.

4.5. We reserve the right to use additional procedures and means to verify your identity when processing deposits into your Member Account.

As part of the verification process, we require that the user identify both himself as well as providing a physical document (Passport, ID card or equivalent) when verifying identity. The verification process is carried out by an impartial third-party verification partner Veriff. We have requested the user to complete the Veriff verification but did not receive any response.

Our Player Safety and Assurance Team looks forward to this procedure being completed in order to assist you further.

Kind regards,

Bitcasino.io Team

Dear Seung.

Please, could you proceed with the verification process?

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.