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I created an account with a disposable email account and saved the login. computer crashed and i lost the login. i have made 2 deposit to casino. withdraw first one. i do not remember user name or email address to login. casino replies with generic messages

Dear player.

Thank you very much for submitting your complaint. We will do our best to resolve your case. Have you contacted the casino regarding this issue? 

 

In the casino T&Cs is stated:

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

Have you passed trough any identity verification process? 

No

Hello,

Our Player Safety and Assurances team are able to assist users via e-mail, contacting security@bitcasino.io with such concerns will result in additional instructions being given to assist further.

We take account security measures very seriously at Bitcasino, as such we need to be certain that the account belongs to the user before we offer any account recovery options.

We personally recommend against using disposable e-mail addresses, or if user wishes to use them - we strongly advise having the username and password memorised (to assist with memorising password, users can enable 2-factor authentication which will offer an additional protection measure again unauthorised access).

As we don't have certainty at this time regarding whom will contact us about this case, we are unable to assist any further at this time. Upon case creator's discretion, with additional information we can investigate further.

Kind Regards,

James
Bitcasino.io Team

Dear player.

Did you share any relevant information with the Bitcasino.io which they can use to match/find your account?

Dear Bitcasino.io.

We completely understand your statement and we appreciate your cooperation.

Dear Pac

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

I have provided information to casino which they have successful find my account but still not return my money. casino claim information provide is enough verify account but not is enough to verify ownership. Casino said to do identity verify. But identity verify not prove ownership because it was not done before. 

Dear James and Bitcasino.io Team.

Could you provide us with any statement about this situation, please?  

Hello,

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.

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

Kind Regards,
James
Bitcasino.io Team

Dear PAC.

We recommend you to complete the verification procedure. Could you do it and inform us about the outcome, please? 

I can do it but what is the point if the identification does not verify ownership? Isn't  the issue about verifying ownership?

Hello PAC.

Although it is unusual, it may help you to reach your account and your deposits. We recommend you to take this chance. Since the casino requested your verification then it is the only option because of a condition below.

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.

Could you do it and inform us about the outcome, please?

Can you see where i am coming from? The issue is ownership verification. I can do KYC but issue is ownship verification. It will make more sense to verify ownership  first

Hello.

Is there any new information about this case?

Hello PAC, we can see only the country you have submitted – Belgium. We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Hello PAC, we can see only the country you have submitted – Belgium. We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

I did not mean that literally. I mean that the casino have not verified ownership which is the problem in this case. I want to get ownership verify. KYC cannot verify ownsership because no such information have provided previously

You are right, but since the casino requested the KYC, you are obligated to do it. It is also mentioned in the casino T&Cs . 

Are you going to do the KYC? 

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will consider your issue got resolved.

Yes I can do the KYC but I will not do it until the ownsership issue is taken care of.  That is because KYC will not help with ownsership issue which is the issue at hand

Dear PAC.

Since you are unwilling to accomplish the mandatory process in the casino, we are forced to reject your case. Although it does not help with ownership, it is mandatory by the casino T&Cs.

Best regards, Jozef

Casino.Guru

Verification successful completed. Third party company used by the casino confirmed verificatio

Dear Bitcasino.io.

Please, could you explain the situation?

Hello,

We kindly assure you that all our procedures are in place to protect the account's privacy and funds.

When talking to our Support Team the user wasn't able to recall the username or the registered email address of this other account, thus to assist with the account recovery we have asked the user to pass the Veriff verification process.

However, the Veriff verification was not successfully passed, due to the discrepancies found between the provided documents and account details.

Furthermore, Player Safety and Assurance team has asked detailed questions about the other account, which could help us verify the ownership, but we did not get any replies.

Please be informed that to maintain security and privacy of our user accounts we cannot provide sensitive information on any accounts that are not directly associated with your registered email address and our thorough investigation was not able to prove the account ownership.

Kind regards,

Bitcasino.io Team

I will state the points we all agree on

1) bitcasino.io was furnished with enough information that only the account holder could possibly know.

2) With this information, bitcasino.io or one of its employees was able to successfully locate the account in question (screen shot of this confirmation provided)

3) After bitcasino.io successfully located the account in question, despite not requiring account verification on signup, requested that the account holder verify their identify.

4) The choice of company used to verify the identity was exclusively decided by bitcasino.io

5)The account holder successfully complied with bitcasino.io request to use a third party verification service call Veriff.

6) This independent third party company has confirmed that verification was completed as per the requirements of bitcasino.io (screenshot provided)

5) bitcasino.io has been holding on to account funds for over a year and a half.

6) In the one and a half year that this is ongoing, there has been no activity on the account in question

However, the Veriff verification was not successfully passed, due to the discrepancies found between the provided documents and account details.

The above is a lie. bitcasino.io have ignored all my emails after verification was completed. AskGamblers has been provided with a confirmation message from Veriff . AskGamblers can validate this information as yet another independent party.

Furthermore, Player Safety and Assurance team has asked detailed questions about the other account, which could help us verify the ownership, but we did not get any replies.

The above is another lie. The last email received from bitcasino.io was from over a month ago. Since then bitcasino.io have not replied to any emails. Four times I spoke with customer service by chat. Each time they told me they will notify Player Safety. No message, no reply, no communication from player safety

Out of a short 5 paragraph reply, bitcasino.io has been dishonest in two of the five paragraphs.

Casino Guru

Can you believe anything else bitcasino.io says?

Dear Bitcasino.io team.

Please, could you react? I can confirm that we have received the evidence from the player (confirmation email about successful verification).

Could you also specify the discrepancies found between the provided documents and account details?

Dear PAC.

Our discussion with the casino has reached its end. I am very sorry about the situation, but the casino team has valid doubts that you are not a legitimate account owner and if there is any doubt about who is the owner of the account then the casino should not give access to someone who has insufficiently proved that he is the owner of the account.

Successful verification - this only means that you verified your data, but you did not prove that you are the account owner.  

Unfortunately, I am forced to reject your case since we’re not able to proceed with further investigation. If you do not agree with our decision, I can only advise you to contact the licensing authority, their decision would be final and binding. Please, contact me at my email address if you require assistance with it.  

Best regards, Jozef

jozef.k@casino.guru