🚩 Bitcasino.io – the FUN, FAST and FAIR gaming experience! 🚩

[TwitchySeal]

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

Hi,

Full disclosure, I do not have a ton of information on ktetris' claim.

Regardless of ktetris' claim, why are you directing a player to an affiliate site "askgamblers", when you are licensed by a regulatory body?

To me, you are discrediting your own licensee ( curacao ) by doing so.  Does curacao not have any interest in protecting players that play at site they regulate?
What rules are you forced to follow as a business licensed by  Curacao?
  1) Pay the fee
  2) ??

Who owns askgamblers?
What kind of business deal do you have worked out with them?  How can we be sure that their "rulings" are unbiased?
I'd love to have a conversation with the owners of Bitcasino, the Curacao Regulators as well as AskGamblers.com

[1715033636]

1715033636

[1715033636]

1715033636

[1715033636]

1715033636

[1715033636]

1715033636

[Trayber]

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.

I have one question for you:

Did you bet more than 6mbtc per spin while you had an active bonus?

If so then your shit out of luck buddy. The term is clearly laid out on their website in the Bonus terms and conditions. Whether you think its ridiculous or not if you broke the term while using the bonus to obtain your 20BTC balance then you clearly have no case. It's up to you the player to carefully read any terms and conditions when you accept a bonus at any online casino. Most have a term in place that limit the amount you can bet while using an active bonus. And at most fiat online casinos this amount is usually much less and is also very common practice.

Next time you take a bonus at any online casino read the terms so you don't break the rules again. This was a very costly mistake you made yourself.

[game-protect]

I have one question for you:

Did you bet more than 6mbtc per spin while you had an active bonus?

If so then your shit out of luck buddy. The term is clearly laid out on their website in the Bonus terms and conditions. Whether you think its ridiculous or not if you broke the term while using the bonus to obtain your 20BTC balance then you clearly have no case. It's up to you the player to carefully read any terms and conditions when you accept a bonus at any online casino. Most have a term in place that limit the amount you can bet while using an active bonus. And at most fiat online casinos this amount is usually much less and is also very common practice.

Next time you take a bonus at any online casino read the terms so you don't break the rules again. This was a very costly mistake you made yourself.

First of all, illegal casinos can not have valid terms and conditions and therefore he could not breach any.

Secondly, if he bet more than the bonus rule states, why do they ask for his documents? Why not simply say that he bet more than allowed and that's it?

Why always this KYC nonsense if someone won a larger amount?

If the identity of the player is so important (for a bitcoin casino), why do they not check it prior to accepting any deposits or bonus?

If he has lost, his identity of course does not play any role!

Just to clarify, if minors are not allowed to enter a disco, they logically check it at the entrance and not at the exit!

[Stunna]

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.

I have one question for you:

Did you bet more than 6mbtc per spin while you had an active bonus?

If so then your shit out of luck buddy. The term is clearly laid out on their website in the Bonus terms and conditions. Whether you think its ridiculous or not if you broke the term while using the bonus to obtain your 20BTC balance then you clearly have no case. It's up to you the player to carefully read any terms and conditions when you accept a bonus at any online casino. Most have a term in place that limit the amount you can bet while using an active bonus. And at most fiat online casinos this amount is usually much less and is also very common practice.

Next time you take a bonus at any online casino read the terms so you don't break the rules again. This was a very costly mistake you made yourself.

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.

[ktetris]

@bitcasino.io please try to help me personally because as You can see askgamblers don't want to do this for some reason...
Yes this 6mBtc maxbet is so hidden (at least they should have mark this on red on bonus page not on 50'th point in t&c...). They offer 1000 bonus x 40 and allow to bet max 6... most casinos have rule like You can bet max 20% of the bonus amount - then it's fair enough, here You have to bet 40,000 / 6 = 6666 max slot bets to clear it = impossible to win, as someone says they can also put like "if You win 3 times in a row in a max (6mbtc) bet then you cannot cashout". This is just insane how you can cheat players putting shady rules, IMO everyone who's depositting for higher bonus here is betting more than 6mbtc - if You depo 1000, You have 2000 to play with and You bet once 10 on black on roulette = they have your deposit because iven if You finally win they will tell you you have bet 10mbtc once 

[game-protect]

@bitcasino.io please try to help me personally because as You can see askgamblers don't want to do this for some reason...
Yes this 6mBtc maxbet is so hidden (at least they should have mark this on red on bonus page not on 50'th point in t&c...). They offer 1000 bonus x 40 and allow to bet max 6... most casinos have rule like You can bet max 20% of the bonus amount - then it's fair enough, here You have to bet 40,000 / 6 = 6666 max slot bets to clear it = impossible to win, as someone says they can also put like "if You win 3 times in a row in a max (6mbtc) bet then you cannot cashout". This is just insane how you can cheat players putting shady rules, IMO everyone who's depositting for higher bonus here is betting more than 6mbtc - if You depo 1000, You have 2000 to play with and You bet once 10 on black on roulette = they have your deposit because iven if You finally win they will tell you you have bet 10mbtc once  

You have to note that the civil laws of a jurisdiction always stand above the terms and conditions of an operator and their 40,000 / 6 = 6666 max slot bets rule to clear is pretty sure not in accordance with Curacao laws for several reasons:

1) To demand 6666 bets from a customer is an unreasonableness and therefore has no legal basis!

2) If an online casino has the rule of max 6mBtc bets after the receipt of a bonus, they have to implement the max bet into the betting software, because they have customers worldwide and can not presuppose that everyone speaks and understands English.

[bitcasino.io]

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 Stunna

As 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

[TwitchySeal]

players are obviously well within their rights to go to our regulator if they prefer.

Cheers,
Bitcasino.io

Is there any record of a player going to your regulator (curacao) and getting any sort of decision...or even response?  (not just for your site, for any site they license)

Is there any public record of the actual regulations you have agreed to follow?  Are there any that are put in place to protect players?

From what I can tell, Curacao basically requires a fee to be paid in exchange for a "license" - which allows you to open a bank account.  I've never heard of them even once step in to protect a player.  I have seen casinos use the excuse "we have to keep your money/see your ID because of our regulators..." plenty of times though. (Obv I don't buy it)

[Lucky7btc]

With an active bonus, the maximum bet amount per wager/spin is m฿ 6 until the wager requirements have been completed. This includes double up wagers after a game round has been completed, for instance, wagering winnings from previous game round on red or black.

EVERYONE SHOULD AVOID USING A BONUS HERE!!!

[Joel_Jantsen]

As 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.

What players should really do is sue you for scamming money.Why don't you tell us more about your affiliated casinos like VegasCasino and SportsBook ? Why there are only complaints/scam accusations against your partners all the time ?

EVERYONE SHOULD AVOID USING A BONUS HERE!!!

Using a bonus ? Everybody should avoid the casino totally! *TrayBear will jump in to shill for the scammers now*

[game-protect]

players are obviously well within their rights to go to our regulator if they prefer.

Cheers,
Bitcasino.io

And who exactly is your regulator?

Even the Public Prosecutor's Office itself informed in an email that there is no regulator for online casinos in Curacao!

[adamistraybar]

yes this site is a 100% scam

[ktetris]

@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

[bitcasino.io]

@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 ktetris

We 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

[TwitchySeal]

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.

What are the regulations you follow?

[Lucky7btc]

@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 ktetris

We 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

This casino has gone to shits as far as promotions are concerned. Why the hell don't you have any table games bonuses? This is complete bullshit and part of the reason I haven't deposited in a long time...

[veleten]

@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

is he here to help? seriously,you want a casino representative help you to get 20 bitcoins from them 
this is one of the funniest things I've heard in a while
despite borderline scam bonus terms,if they can prove you opened multiple accounts to claim their bonuses
then you are in violation of their TOS and as much as I hate when casinos do not pay jackpots or big winnings
I don't think you will be able to get anything from them,but this topic will sevre as a warning to all who are depositing there
p.s. the third party that is directly associated with the casino can't be considered neutral

[Kakmakr]

@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

is he here to help? seriously,you want a casino representative help you to get 20 bitcoins from them 
this is one of the funniest things I've heard in a while
despite borderline scam bonus terms,if they can prove you opened multiple accounts to claim their bonuses
then you are in violation of their TOS and as much as I hate when casinos do not pay jackpots or big winnings
I don't think you will be able to get anything from them,but this topic will sevre as a warning to all who are depositing there
p.s. the third party that is directly associated with the casino can't be considered neutral

Why is this a warning to others not to deposit here? The guy clearly tried to cheat the system, by creating multiple accounts and that is against the ToS of the site. You cannot expect people to back you, if you tried to cheat the system and you got caught. If you were caught doing this in Brick n Mortar casinos, you would be bleeding on the side of the pavement in some back alley, back in the day.

These days, you are just escorted out of the premises and banned from the casino. If you lucky, the Police will not get involved  in this. ^hmmmmm^

[Stunna]

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 Stunna

As 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.
 
Cheers,
Bitcasino.io

Would you be willing to disclose how much you've paid askgamblers so far? How are they an 'independent third party'. Also, you didn't answer the majority of my question, in order to avoid these steady complaints why not just enforce a software limit or make terms much more clear and practical.

Via your Terms & Conditions you guys are *potentially* in the right legally, but from an ethics/business standpoint this type of confiscation is super dishonest and unfair. If this happened to me, I would feel scammed. All your websites are engaged in this type of behavior: https://bitcointalk.org/index.php?topic=1863248.msg18527694#msg18527694

[veleten]

@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

is he here to help? seriously,you want a casino representative help you to get 20 bitcoins from them  
this is one of the funniest things I've heard in a while
despite borderline scam bonus terms,if they can prove you opened multiple accounts to claim their bonuses
then you are in violation of their TOS and as much as I hate when casinos do not pay jackpots or big winnings
I don't think you will be able to get anything from them,but this topic will sevre as a warning to all who are depositing there
p.s. the third party that is directly associated with the casino can't be considered neutral

Why is this a warning to others not to deposit here? The guy clearly tried to cheat the system, by creating multiple accounts and that is against the ToS of the site. You cannot expect people to back you, if you tried to cheat the system and you got caught. If you were caught doing this in Brick n Mortar casinos, you would be bleeding on the side of the pavement in some back alley, back in the day.

These days, you are just escorted out of the premises and banned from the casino. If you lucky, the Police will not get involved  in this. ^hmmmmm^

because their bonus system is questionable,to put it mildly
it is not because the guy has cheated them,which we do not know,it is what casino says he did
maybe he did,BUT the way their bonus system works and the way they handle disputes
hey,go to one of our affiliate sites and ask if we were right to hold your 20 btc winnings... it is as if Israel would direct palestinians to resolve conflicts to one of the synagogues