Bitcasino.io complaint - Am I Wrong?

[Kapteiner]

Hallo All

I want to log a complaint against bitcasino.io for false advertising, incompetent staff and poor communication/management involvement. I need to know if I am wrong because I have been told by VIP managers that I dont have a case but I believe I absolutely do and that its totally ridiculous what happened. You be the judge:

Bitcasino has a loyalty program which started a month or 2 ago. Here is the deal as per their terms: (Quoting)"How does it work?
When you play, you gain level points. The more points you collect, the higher level you will be on.
The higher the level - the more you get rewarded."

Throughout all the levels I received milestone rewards. There are between 5 and 9 milestone rewards which consists of decent bonusses which is valued at 0.043 BTC and 0.05 BTC in some instances. No playthrough or wagering required. These bonusses were acquired on the second highest level called "Legend".

So I chased these loyalty points to reach the highest level because in my mind, according to the advert and the experiences I had, VIP level would be amazing and I really want to get there to see which bonusses I will receive there. I mean its the highest possible level so surely it must have some good bonusses?

After depositing and more than $30 000 (lost $12 000) in November while chasing the VIP level, I finally reached it. Guess what milestone rewards are there in the almighty VIP level? FUCKALL! Nothing! No bonus..... I was totally shocked and thought It must be a mistake so I contacted the VIP manager to ask whats happening and her response:

"The program is still being developed, and there still can be loopholes. I just got a confirmation that, as of 2nd of December, we will also have milestones on the VIP level."

and when I asked for a custom bonus to compensate my achievement I was told this:

"I am sorry to disappoint you, but we take all bonuses into account, regardless if they have been received by participating in the VIP promotions or loyalty program"

She means that I won some competitions during the month and that prize money is considered as a bonus to me and therefore I have received enough bonusses and they wont compensate me for their flawed loyalty program which cost me $30 000+.

I mean seriously WTF? AM I wrong?

Please advise me on what to do here because when I asked for the head manager's details I was told that "the CEO doesn't deal with customers".

[Kapteiner]

Really? Do you have any reference to which law states that?

[LFC_Bitcoin]

Really? Do you have any reference to which law states that?

Don’t listen to him, he’s one of the most untrustworthy posters on the entire forum. Look under his name, the red & yellow trust markings.

Click them & read.

Edit - Looks like you lost a lot of money gambling. I’d say that’s a much bigger problem than any kind of dumb bonus. You’ll have to wait for bitcasino.io support to reply in this thread.

[TMAN]

because in my mind

Sorry fella but your statement above makes it clear, without anything confirmed by the casino they haven't actually mislead you - well unless I am misunderstanding here. If they promised you X and didn't deliver it would be a different story.

also - please ignore game-protect, the user is like the village idiot, only kept about for our own entertainment

[Kapteiner]

because in my mind

Sorry fella but your statement above makes it clear, without anything confirmed by the casino they haven't actually mislead you - well unless I am misunderstanding here. If they promised you X and didn't deliver it would be a different story.

also - please ignore game-protect, the user is like the village idiot, only kept about for our own entertainment

I know they probably not legally obliged to give me anything but I think its very poorly handled. I think they should have more empathy and accept responsibility for their "loopholes".... Gesture of goodwill would be nice

[Kapteiner]

Really? Do you have any reference to which law states that?

Don’t listen to him, he’s one of the most untrustworthy posters on the entire forum. Look under his name, the red & yellow trust markings.

Click them & read.

Edit - Looks like you lost a lot of money gambling. I’d say that’s a much bigger problem than any kind of dumb bonus. You’ll have to wait for bitcasino.io support to reply in this thread.

I thought you are from Bitcasino? ANyway don't worry about my money or gambling habits. Im a grown man with enough money to lose $30 000 a month and still take care of my responsibilities and live fairly decent.

My problem is the principal. Lets focus on that.

[TMAN]

~

dude he was talking about  game-protect not you.. GP is the biggest fool in crypto

[DireWolfM14]

What "bonus" is going to compensate you for voluntarily pissing away $12,000?  

Here's a strategy that might help in the future; stop gambling or stop complaining that a casino is taking your money.  Pick one.

ETA: Ignore game-protect.  He's a scammer and will only succeed in making things worse for you.

[Kapteiner]

You are missing the point here. Did you read the problem?? Im not complaining about what i have lost.... I guess you wont really understand unless you understand the loyalty program but then dont comment with such ignorance

[DireWolfM14]

You are missing the point here. Did you read the problem?? Im not complaining about what i have lost.... I guess you wont really understand unless you understand the loyalty program but then dont comment with such ignorance

I'm not missing the point.  The problem is you made assumptions about rewards and bonuses, and proceeded to risk your money in the hope those bonuses would be worth the risk.  You admitted yourself that you were unaware of what (if any) bonuses would be given to you if (or when) you reached VIP status.  Since none were advertised, there is no "false advertising."  They are not liable for your false assumptions.

[hacker1001101001]

I think it's at the bad side of the casino if it is putting up some attractive titles and rewards for it's users after reaching some amounts of bet and after reaching it, the rewards are nothing.

Here's a strategy that might help in the future; stop gambling or stop complaining that a casino is taking your money.  Pick one.

I don't think its wrong to complain about a casino if it's a flaw from it's side.

[Steamtyme]

The complaint here doesn't center around the losses. So I'll just leave it to adult doing adult things with their money. If they advertise that these "milestones" existed and you can prove it - it has to be mentioned that they were active and available for that Legendary level. Then you are correct.

The key is you have to be able to prove it. So if this is true, create a scam accusation instead, or Flag about them violating the contract. People will look over the evidence and support it or oppose it based on what you present. Secondly if you feel riped off go to another site and gamble. You play with a fairly large stack and cash is the only thing that a site like this will be looking at. Is it worth them withholding 500-2000 USD when you are losing 12000 USD, not really and they may try to make this right with you.

These are really the only steps you have available. Personally I would pull my bankroll immediately and then contact them again.

[Bitcasino.io Support]

Hello everyone,

We like to offer an exciting experience for our players, which is why our teams have spent a long time building the Loyalty Programme, both to try and give players better opportunities to claim real-time rewards based on their activity, and to allow them to manage it without having to reach out to one of our Customer Support agents to see what is available.

As a VIP customer at Bitcasino, all players receive an account manager to assist with many of their requests, a personalised reward offer which is only available to our highest-tier players, exclusive VIP promotional offers and invitational only VIP events.

Our Loyalty Programme launched on October 17th, and though we do feel quite proud of it and have received positive impressions from many of our players, we have also received feedback for areas in which we can improve. As a result, we have since been working to continuously improve our Loyalty Programme with the help of our players. One piece of feedback was regarding players who upon reaching VIP-tier, felt a lack of incentive without further milestones to achieve. We did not expect this concern initially based on our internal feedback survey and from test groups, however, thanks to our players reaching out and letting us know, we are glad to inform it will be updated as of December 1st 2019. From that date players will continue working towards and receiving milestone rewards in VIP-tier in addition to personalized offers.

As of October 17th, we can see the player in question has received Loyalty Programme rewards (including milestone rewards and rebate which users can claim starting from Guru-tier), has been in contact with the account manager and received all the above mentioned benefits as a VIP.

We highly recommend to discuss bonuses, rewards, rebate and other benefits directly with your VIP account manager as we cannot disclose or discuss that level of personal details in a public domain. This due to the safety of our players (not disclosing their personal data), in addition due to our own internal privacy policy and the regulations and laws that we must abide.

We are saddened to see that the player has not felt confident in the correspondence held with us when in contact directly, we always strive to provide a fun, fast and fair experience for all of our players and we will do everything in our power to make sure the player will be satisfied with the end result.

Cheers,
Karl
Bitcasino.io

[Kapteiner]

Hello everyone,

We like to offer an exciting experience for our players, which is why our teams have spent a long time building the Loyalty Programme, both to try and give players better opportunities to claim real-time rewards based on their activity, and to allow them to manage it without having to reach out to one of our Customer Support agents to see what is available.

As a VIP customer at Bitcasino, all players receive an account manager to assist with many of their requests, a personalised reward offer which is only available to our highest-tier players, exclusive VIP promotional offers and invitational only VIP events.

Our Loyalty Programme launched on October 17th, and though we do feel quite proud of it and have received positive impressions from many of our players, we have also received feedback for areas in which we can improve. As a result, we have since been working to continuously improve our Loyalty Programme with the help of our players. One piece of feedback was regarding players who upon reaching VIP-tier, felt a lack of incentive without further milestones to achieve. We did not expect this concern initially based on our internal feedback survey and from test groups, however, thanks to our players reaching out and letting us know, we are glad to inform it will be updated as of December 1st 2019. From that date players will continue working towards and receiving milestone rewards in VIP-tier in addition to personalized offers.

As of October 17th, we can see the player in question has received Loyalty Programme rewards (including milestone rewards and rebate which users can claim starting from Guru-tier), has been in contact with the account manager and received all the above mentioned benefits as a VIP.

We highly recommend to discuss bonuses, rewards, rebate and other benefits directly with your VIP account manager as we cannot disclose or discuss that level of personal details in a public domain. This due to the safety of our players (not disclosing their personal data), in addition due to our own internal privacy policy and the regulations and laws that we must abide.

We are saddened to see that the player has not felt confident in the correspondence held with us when in contact directly, we always strive to provide a fun, fast and fair experience for all of our players and we will do everything in our power to make sure the player will be satisfied with the end result.

Cheers,
Karl
Bitcasino.io

Okay thank you for responding but just a couple of things:

1. You said exactly what I did in that you busy developing and that other players also complaint (so its not just me).

2. You didnt offer a resolution.

3. The statement is not from senior management as i requested. I already know how support feels about this and need a proper report from senior management so that I can see whats the casino's real stance on things. The whole reason I came public is because i did not find joy with my VIP manager as she just bring up all my historic bonusses which is irrelevant.

The fact of the matter is that ive been mislead. You have been holding a carrot infront of my nose all this time and you admitted that you had other complaints and that you will rectify it in the future. But what about the money I spent thus far? Do we just forget about that and try again next month? Thats my whole point....

[game-protect]

As of October 17th, we can see the player in question has received Loyalty Programme rewards (including milestone rewards and rebate which users can claim starting from Guru-tier), has been in contact with the account manager and received all the above mentioned benefits as a VIP.

OP received all advertised rewards?

OP do you have proof of the advertised rewards?

[khaled0111]

@game-protect,
yes he did. He never said that he didn't receive the advertised reward:

Throughout all the levels I received milestone rewards.

He is not complaining about not receiving his reward. He is complaining about rewards for the VIP tier not being good enough.
As a loyal customer, he has the right to ask for more. But there is no scam here.
Let's wait for the 1st of December and see if BitCasino will keep their promises and add more milestone rewards.

[game-protect]

@game-protect,
yes he did. He never said that he didn't receive the advertised reward:

Throughout all the levels I received milestone rewards.

He is not complaining about not receiving his reward. He is complaining about rewards for the VIP tier not being good enough.
As a loyal customer, he has the right to ask for more. But there is no scam here.
Let's wait for the 1st of December and see if BitCasino will keep their promises and add more milestone rewards.

Hey signature spammer!

If you do not have the time to read the opening post, better spam somewhere else!

After depositing and more than $30 000 (lost $12 000) in November while chasing the VIP level, I finally reached it. Guess what milestone rewards are there in the almighty VIP level? FUCKALL! Nothing! No bonus..... I was totally shocked and thought It must be a mistake so I contacted the VIP manager to ask whats happening and her response:

[HCP]

I want to log a complaint against bitcasino.io for false advertising
...
After depositing and more than $30 000 (lost $12 000) in November while chasing the VIP level, I finally reached it. Guess what milestone rewards are there in the almighty VIP level? FUCKALL! Nothing! No bonus..... I was totally shocked and thought It must be a mistake so I contacted the VIP manager to ask whats happening and her response:

Did they explicitly state that there was a reward for achieving "VIP Level"? Is there a stated list of these rewards and bonuses... or is it just the vague wording like "The higher the level - the more you get rewarded"?

If it was explicitly stated that VIP Level == Reward/Bonus (and you can demonstrate that)... and you didn't get the stated Reward/Bonus, then yes "false advertising" and you most certainly have a case. If it didn't, then it is really up to the Casino as to how they want to handle that... For instance, they could decide that 0.00000001 BTC is your "reward"... or simply having access to a "VIP Manager" is a "reward"

Obviously, there has been a disconnect between your expectations of what VIP Level should result in and what the Casino believes is a suitable "reward"... if they were smart they'd probably want to take another look at this... and do the math on what your "loyalty" is actually worth compared to what they're offering.