Bitcasino has been my casino of choice for a good few years now. Aside from odd issue with promotions, I trust the casino which in the crypto world speaks volumes. They have put things right when I've had a problem and that is why I remain loyal.

That said, it was my birthday couple weeks ago. Historically, bitcasino being awesome as it is, has given a set of spins as a token gesture and they have always been well received and appreciated. Amazing gesture even.

This time though...agent was extremely cold when i queried about a possible birthday bonus, and just said yes bonus added before disappearing. No probs I guess, they were kind enough to credit a bonus , right ? Unfortunately....the bonus or gesture I guess it was , was a single bet on blackjack. I never play blackjack and simply went back into chat to ask if I could please have a slot bonus credited perhaps, as I exclusively play those and my previous year bonuses always was slots. Agent said no , left chat. Happy birthday I guess . I promptly lost the single blackjack bet and that was that.

Whilst yes it was a gesture and bonuses on a birthday should never be expected....I play literally every day here, no where else.

Might sound a bit lame but over time as a loyal customer i had hoped id built a little rapport with this casino. Turns out, nah. Made to feel 2 foot tall .

Anyway rant over

Sometimes this casino drives me round the bend.

Today I was kindly credited with 30 spins on the game of the week.

I played the spins. Currency was in ubtc.

Won around 1900 ubtc - feature triggered twice, excellent, never happens for me during free spins. Was over moon.

On very last spin i received an error message. Error said "Cannot play due to wallet error". Not to worry I think, Ill ask chat im sure they can sort this out.

Chat simply told me ok re added spins. I said no please i would like the winnings from the set of spins i received initially - around 1900ubtc, which I wish to god i had screenshotted. I have a screenshot of error message, just not the winnings. But surely casino logs show the results of the free spins?

Chat then told me decision final bye. Very abrupt and literally just made me feel like a right idiot. I did then consider, from the matter of fact tone of the agent, that maybe these spins are a copy of my original spins. Wishful thinking. Played the 30 spins that had been re-added. Won.....32 ubtc:(

Am i out of order to ask for the original winnings form the first set of 30 spins crediting? The error was not my fault; re adding the spins was not what i wanted, just the initial winnings as i mentioned. An email to explain this to support was brushed off. So that leads me here, i just feel its not fair to be honest.

Can anyone share any similar experience?

I really dont see how people manage the odd win here.

You are supposed to lose 90% of the time. Always keep that in mind.

This casino is ruthless, utterly. A loyalty system that rewards you by offering 10 0.20euro spins when you deposit and lose 1500 euro is my latest happy moment. Thanks, i guess?

rubbing salt in the wound. Completed the wagering for the Bowery Boys free spins this week - 150 spins total, required 30 mbtc of wagering to unlock. Sounds pretty decent right? Wrong. 150 spins paid 2.57 euro.
All for high variance slots but what is going on? Can't keep a bank roll going past 5 minutes let alone enough time to score a win.

I really wanted to post to say don't fall for the hype on that Bowery Boys slot. It is completely horrific, and will rinse your money real fast. If you choose to ignore me, remember what I said when you come back here after losing your funds after seeing the "win" earlier in this thread 

I have played here for years now and often wonder why I stick around. I think its comfort i guess, the grass is probably infinitely greener. Or maybe i am a glutton for punishment. Mixture of both i suppose.

Gave this casino another chance over weekend with several deposits.

Was denied game of the week promotion, despite wagering around 50mbtc.

Cant help but feel like either the casino doesn't want me here, or there is some favouritism going on. I don't know really.

More fool me for showing blind loyalty to a casino that will show no sign of care back.

Straight from the horse's mouth - if you send this casino funds in error for example, they will not return your funds and instead keep them. Void? Vague way to say thanks for the change.

New players are intimidated enough by crypto casinos, this kind of thing doesn't help.

Hiding behind terms in order to keep funds and not provide a service sounds a like another word to me which I won't write here.

If the casino is willing to be so petty over such a thing imagine if truly large sums were involved. Dread to think. Great way to tell me to move on.

This casino baffles me.

So I last night make a deposit, LTC, like I have done for weeks. I wish to note I deposit upwards of 20 times a week of varying amounts. The deposit does not appear in my account. I query this with support, thinking well I've done hundreds of deposits if not thousands without issue, this casino knows I'm a loyal customer, they will put this right.

Wrong.

Turns out due to a large increase in ltc that day my deposit just (within 10%) was under the minimum deposit. I had no idea when I sent it. It is one of maybe a dozen deposits I sent this week of similar value. No problem you'd think, bitcasino will of course see the easily made error and either return my LTC or add it to my account. After all, hundreds of deposits prior without issue. But no, oh no.

Literally am told no, deposit funds void, unlucky ducky, terms are final and absolute. I mean you guys sound like a sith lord for god sake!! If you could make me feel any less valued as a customer than this is it. They won't return funds, they won't add it, nothing.

It's only a tiny amount, you might think wow such a fuss over such a small amount. I've made deposits in the thousands here over 2 years. Not low thousands either. Some kind of non robotic response was required here surely. It's more the principle that when things go a little bad bitcasino won't have my back in any way.

Worst part is, a year and a half ago i had a similar issue. Deposit just under minimum. They put it right and added it as a one time gesture. I don't remember it tbh but that's what they say. So hundreds of deposits later if not thousands, I accidentally make the error again and it's a true shafting by the casino.

It's ridiculous tbh. I didn't want to be negative here but you make it so damn hard to enjoy your site with things like this.

I tried complaining, received an email back speaking to me in a tone I wouldn't use to a young child it was so patronising, so that's it for me.

Be warned - casino are not your friend. They may seem friendly and all the rest of it, but when it comes to it you are only as good as your last deposit.

Rant over.

After my initial problem with the loyalty system, I am very happy with Bitcasino and their response.

They looked into my query, explained it some more, and added a little something by way of cashback.

Very much appreciated and i look forward to many more sessions at this casino.

I have played at a few different bitcoin casinos and don't quite remember being treated this well when i had a slight complaint. Very pleased.

I have been playing here for a few years now and i mostly enjoy it every much. Nice site, good promotions, fast in almost all areas.

There is just one issue I have and that is the loyalty system. I just don't quite get it.

So the loyalty page explains that the cashback at each milestone varies from 5%-10% depending on your overall level. The thing is, this calculation does not seem to hold true. During my entire time here even when i was Legend rank, my cashback has been no where near 5-10%. More like 0.005% for example.

It would be fine except Bitcasino offers strictly offer no bonuses outside of the loyalty system. This last week I have made deposits totalling around 1000 euros - not crazy money by any means. One should expect cashback at a certain level when reaching a milestone. My last milestone reward (that took thousands in wagering and a great deal of deposits)? 1.67 euro. I mean, fine but......how is this worked out?

One hurtful moment when i decided to query it with live chat, and simply try and understand how the amounts are calculated, was when randomly I was banned from live chat for chat abuse. Because "I had been given adequate explanation already". I certainly had not been given an explanation, only having been told all calculations and correct and final goodbye. Almost a talk to the hand attitude.

Can any other users shed some light on this? Am i being dumb? It seems very poor value to me, but it could be great if it worked as it is worded.