Bitcasino.io stole my balance of ~70 mBTC. Account id: musbad1988. I sent a deposit of 35 mBTC, doubled it and they banned my account after I pressed "withdraw" button. The long story is... my withdrawal was rejected with reason "under security review". Since nothing was changing in 10+ hrs I contacted support via livechat and they said my account was "automatically flagged". They later asked to provide photos of my ID and proof of address for "KYC reasons" (ohh yeah, Bitcoin casino asks for KYC! In that country in the middle of nowhere, need to be an idiot to believe). But I did sent it all. They ignored it for long, I had to ask status via livechat twice a day before once a guy from security named Joshua joined livechat. He asked me what wallet was I using, why I used the fee I used and other similar questions. I use paper wallet and raw transactions maybe that's why it caused such suspicion and "flagged" account issue (...or maybe it's because I used public PC in a library  ), BUT... then he said I provide false information and my account is to be closed. I mean he literally said "You lied to me, musbad1988". Well who is this guy to judge me in such a rude way after all? He asked me to submit selfie with passport. I did it soon but it turned out my upload via broken form on site failed and I had to resubmit it one more time. So it was about 2 weeks from date I registered and my funds were locked. After another week of waiting they replied with a question "Do you have other accounts registered?". I said no and they banned me forever. Without explaining why, just said "breached our terms on providing false information". I asked them to refund me at least my deposit but they simply ignored this message. What a scam! It was just 0.07 BTC and guess what will happen to your deposits of 1-2+ BTC  Hi musbad1988, Your account has been closed due breach of our Terms & Conditions on providing us false information and failing ID verification. 2.16.
You accept and acknowledge that we reserve the right to detect and prevent the use of prohibited techniques, including but not limited to fraudulent transaction detection, automated registration and signup, gameplay and screen capture techniques. These steps may include, but are not limited to, examination of Players device properties, detection of geo-location and IP masking, transactions and blockchain analysis.... 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.... 13.1.
If you breach any provision of these Terms and Conditions or we have a reasonable ground to suspect that you have breached them, we reserve the right to not open, to suspend, or to close your Member Account, or withhold payment of your winnings and apply such funds to any damages due by you.Our full Terms and Conditions can be found here: https://bitcasino.io/about/terms-and-conditions.Other than that, you case was escalated to AskGamblers Complaints Team, and here is the link to thread with their resolution: https://www.askgamblers.com/casino-complaints/bitcasino-io-closed-my-account-with-fundsRegards Bitcasino.io Security Department |
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In regard to the honeyhoney1 account post from above, here are the facts of the case. Account opened on 22nd of June, 2016. Unverified account. 24th of June deposit of ฿ 8, winning on slots and a withdrawal of ฿ 80 - withdrawal paid within 2 minutes of being requested - customer very happy! The withdrawal was requested using the same IP address and device, that was used during the signup process, so no red flags. Within hours of the initial withdrawal being processed, the customer logged in from a different location (different IP), a different device and made 3 deposits, winning on slots games and started making multiple withdrawals. Due to the withdrawals coming from a different device and location, it immediately raised a red flag for our team, whereby we naturally followed the KYC procedure outlined in our terms and conditions. This is done to protect our customer’s funds from any fraudulent activities or hackers. This is in our T&C and is a standard procedure we follow to ensure customer safety as per 3.11 and 5.4 in https://bitcasino.io/about/terms-and-conditions. Regarding the communication and transparency from Bitcasino side. The KYC email that customer states to have never received, ’it was sent to the email address registered on the account honeyhoney1 on the 25th of June, 2016. After sending the email, the customer spoke to our support agent via our live- chat. During the live chat conversation, the customer expressed concerns about sending documents to a “random” bitcoin casino. Also, he informed Bitcasino that he wouldn’t be able to access that email due to server issues. Bitcasino provided an alternative to the customer, guiding him to our onsite upload functionality. Whilst the customer was talking to our support agent a driver licence was uploaded (front side only). The driver’s licence uploaded was not approved by our quality and assurance department as it was obviously fake and didn’t match his geo-location, which raised doubts about to whom we were actually talking. Bitcasino repeatedly requested the customer to upload the front and back side of the identity document and the utility bill for geo-location verification. The requested withdrawals were then placed back on customers Bitcasino account until the player had satisfied this request and we had verified that it was the actual player. 3 hours after the live chat, the customer had still not uploaded any further documents and decided to start playing instead. The customer played high volatility slots with very high stakes varying from m฿ 100 to m฿ 3,000 and unfortunately lost all his account balance. In essence, we have not broken our terms and conditions in regards to your claims, especially given the fact that no funds have been confiscated or misplaced. Most importantly in this whole case, the uploaded documents were not in the players name therefore we did not know who is in control of that account. If he had uploaded his real documents, his withdrawal would have been processed within 2 minutes like everyone else's. Bitcasino Team |
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how much btc i must deposit to get VIP?
Hi Gennady12, Thank you for contacting us. Once you qualify for our VIP program, our VIP department will contact you directly. Cheers, Bitcasino.io |
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@bitcasino.io are You here to help? if yes then please try to do this by contact with Your team to check the case... You dont reply to my personal message', replying only here telling to use askgamblers (which didn't approve my case probably because of Your contact with them to avoid posting the case ?) or to sue You in curacao - yes if this is the only chance I will sue you but before this final step I'd like to try fix this without court!
Thanks
Hi ktetrisWe believe our policy in handling your particular case has been fully transparent, that is, we have been in direct contact with you via your registered email address, and via our chat facility when you have contacted us. We are comfortable that both you and us have clear understanding as to why your claims are groundless. Namely that you have opened up a number of accounts in order to repeatedly claim our welcome bonus - something we clearly prohibit in our Terms and Conditions, and you have ignored our T+Cs in a number of other material respects. We feel that our T+Cs are clear, fair, and in line with the overwhelming majority of the industry. The very fact AskGamblers' judgement has not been delivered in your favor speaks best for itself. However, once again, we find it appropriate to underline you are within your rights to go to our regulator if you feel the case hasn't been resolved to your satisfaction. Best regards, Bitcasino.io |
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Yep, before you play at a casino for fun you should read pages of fine print to avoid having your winnings seized. Is anyone starting to realise that deposit bonuses are predatory at best or scams.
What's weird about this situation is instead of just notifying the user immediately that he couldn't bet that amount, they let him continue to play and withdraw then collected all sorts of KYC from him and then hit him with this. It's almost like they were digging through T&C and trying to find an excuse to deny it. Ultimately I have to ask why your software doesn't enforce this arbitrary bonus max bet limit.
It seems pretty unreasonable that people will defend casinos Terms & Conditions as if this is a totally reasonable thing to do. Maybe it's how normal online casinos operate but it's still blatantly unfair and is probably why the vast majority of people don't trust online casinos. Remind me to update all my website T&C's to add something like "If a user wins 5 times in a row they should not be cashed out" and then choose to exercise it when someone wins big. See how ridiculous that sounds?
That being said I don't have a ton of info about this particular claim but it's really questionable to direct someone to askgamblers, an affiliate website that is paid by your website to complain about an issue.
Hi StunnaAs with most other gambling portals, we find it important to have an independent third party as the place where customers can escalate complaints that they don’t feel we’ve resolved to their satisfaction. While AskGamblers is a well-known affiliate in the industry, quite separate to this it has for a long time offered an independent third-party complaint service respected by players and casinos alike. Given their reputation we are happy to use them as the first point of contact for player issues, though players are obviously well within their rights to go to our regulator if they prefer. Cheers, Bitcasino.io |
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I have tried to make new complaint with more info (but gave them all important before as well) but it was rejected again;/
I don't know why do they don't want to help me, I'll wait for response from bitcasino.io support here before I'll contact Curacao.
@game-protect - why do You say that they have no license? on their site they clearly say that they have license + askgamblers thinks same (IMO).
Thanks
Hi ktetris, We have agreed with Askgamblers, given their extensive reputation in the industry as a trusted independent 3rd party, to help handle any customer complaints. We will be abiding by their decision given any customer complaints. Why they rejected your claim is unknown to us but they do look at multiple aspects before accepting a complaint. For your information, they have an FAQ to think about before submitting one which can be found here: https://www.askgamblers.com/submit-complaint-p47. Our goal is to keep a fair and safe environment for all of our users which also means providing clear options to resolve complaints as possible. Best regards, Bitcasino.io |
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Hello.
I have won 20BTC with deposit of 0.26 btc(on slots). Here my problems started... After trying to withdraw they asked for KYC, I have sent ID + utility bill, they asked for new utility bill I have sent, they asked for photo with me holding id close to face - I have sent, have conversation for about an hour with manager I have replied to all his questions... then they have sent me e-mail that my verification failed (all what they wanted has been approved by someone) and other things like that I have more accounts, I have bet too high (they found rule about 6mbtc max bet which is ridiculous if they give 1000 in bonus...) and that my friend which has sent me money for deposit (I have exchanged money for usd with him) has been playing on their casino ( yes ) excuses by excuses... now they owe me 19.2 btc which I has been trying to withdraw for 1,5 month and they always decline with message declined because of security review.
Please someone help me to deal with that.
Hi ktetrisWe would be happy to help you deal with that. If you have any claims against us, please feel free to contact AskGamblers Casino Complaint Service on that particular case. You can do this here: https://bitcasino.io/about/complaints/Cheers, Bitcasino.io |
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What has happened with the regular promotions and fun events that was hosted by this casino? They used to post regularly in this forum with the latest promotions. I used to participate in these fun events, but it has stopped. They always had the best give-aways and free coins to try out new games.
How can I promote a site, if they are no different than any other site. I usually refer new users, when they have these fun events.
Come on Bitcasino, you can do much better than this. ^smile^ Bring back the good ole days.
Hi Kakmakr! We're glad to hear from you. All our current promotions and events can be found here: https://bitcasino.io/promotionsAnd soon really we'll be back to this thread with our promos. Cheers, Bitcasino.io |
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Just look how far down the drains this place has gone - Look at this dumb ass promotion. You expect people to just deposit and bet large amounts with a greater chances of losing. Just so you can pay out .25 in bitcoins? Only a damn fool would knowingly take part in such a crappy promotion. Looking for an opportunity to win just by playing your favourite slots and table games on your mobile device? Through August 31st, you will have a chance to win a fabulous daily prize of m฿ 250 simply by depositing and playing at Bitcasino. All you need to do is bet at least m฿ 1 per round. The player with the the highest number of bets wins. How easy! Every day we will announce the lucky winner on Bitcasino.io, so make sure you check this page daily to see the latest results. So, jump on your tablet or phone for your chance to win on the new fun, fast and fair Bitcasino. Remember, who bets most wins! LAUGHING MY FUCKING ASS OFF!!!!  Hi Lucky7btcOn the promo page below you can actually find the winners' usernames: https://bitcasino.io/promotions/most-bets-winsFeel free to join this promotion, and you can become one of the lucky winners, too! Have a nice day, Bitcasino.io |
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Dear Bitcasino.io I ve got trouble with your WD systems... http://prntscr.com/geqqxdAnd it already past 9 hours and still got no response from your tech dept. Quite shock for me, since never experience this on other platform. Could u help me to solve this ? Regards, SNC Hi supernocturnalYour issue is currently being solved by our dev department. Our customer support team will get in touch with you as soon as there is any update on that. Cheers, Bitcasino.io |
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https://gyazo.com/d8b26b0ebbac1b4c3f8bb30e85058082This was the screenshot i was able to take after free spins https://gyazo.com/7b0fdcd0070cc5ed27e8e0f3e252821dBut I also got it during free spins and it didnt retrigger teh spin My bet was fro 2 euro so it makes a whole difference not getting them during the freespins and again after. When I first got the free spins it was with one wild symbol (any other site ive been to its the same) so they cant claim its because of that nor does the game say anything against it; it actually says otherwise so I am owed 20 free spins at 2 euro Thats a huge amount considered the bet amount x20 spins + free falls So i am still owed 20 free game on gonzo at 2 euro which is a big ass damn deal but the rep simply said no its working how its suppose to my ass Credit me those 20 free games immediately. Hi secondtosecond13According to the slot rules, " Free Fall symbols must appear in succession, starting from the leftmost reel". By taking a look at your gameplay screenshot, we can't see any Free Fall symbols on your leftmost reel. Best of luck, Bitcasino.io |
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now i response, and say your account is close, i forward my problem askgamblers  Hi gio999, seeing as you wish to continue on the forum instead of emails and for the sake of transparency - can you please explain why your device and IP address has registered 62 accounts? we don’t like players who make multiple accounts to fraud our promotions as well as it being against our terms and conditions which you have agreed upon when registering your account. all of your accounts will remain closed and our funds you have won from the promotions abuse will be confiscated. |
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Hi purpleground13, Apologies and thanks for your patience whilst we went through your case. Your account was flagged by our automatic KYC verification process due to a false positive match to a number of other bonus abusing accounts, which required a manual review from our side. The withdrawal restrictions on your account have been lifted now. |
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i forward my problem askgamblers, i hope your rank is slow down :@ :@ i request imediatly fix my problem.
Hi gio999Our Fraud Department is dealing with your issue. All further communication on this is by e-mail only. Best, Bitcasino.io |
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i can not bet any game and can not withdraw, security team not resolve my problem username is xatoxato01
Hi gio999, We are currently looking into this issue and we will reply to you as soon as possible. Thank you for your patience and apologies for any inconvenience. Cheers, BitCasino.io |
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The wagering requirement is 1x only as what posted by someone in previous post but I think it will not be easy to complete it if the rules is the same as other bonus where table games only contributes 5-20% towards wagering.
Hi dustboyWagering indeed is 1x for the bonus and all games have 100% contribution to wagering. Cheers, Bitcasino.io |
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Everyone get this bonus right away because I do not get mine here. How much wagering requirement to withdraw it?
And btw what is this about new.bitcasino? Do you really changing it to a new domain or just stay the same with good feature or may be adding something to your new site? Is there any explanation why you suddenly changed it?
Hi BTCevoPlease be informed this bonus is only available to our existing customers. If you're one of them, please contact our support team on live chat. All bonuses available to you can be found in the Cashier section. new.bitcasino.io is our new domain name for the time being. As of now, we cannot reveal all our surprises, so stay tuned. Have a great time, Bitcasino.io |
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I can confirm, i got an email just click the link and go to new.bitcasino.io. I have claim my no deposit bonus 0.025 btc than turn that to 0.035 btc and try to withdraw my bonus after wager done. All work fine without issue or ask me anything.
Thanks bitcasino.io, keep to be fair casino in the world.
Hi ApriandThank you for your feedback, we are glad you have enjoyed our offer and are extremely happy about your experience Lots of luck, Bitcasino.io |
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