Betcoin.ag Casino - La cuenta del jugador ha sido cerrada injustamente.

Hi, I made a deposit of 1000 USDT for the welcome bonus mentioned on their website. The condition was that after the deposit I had to open a support ticket and from there I got a link that I used to do the KYC verification. After the verification, they closed my account and accused me of violating the terms and conditions. After this, a very strange exchange of letters via email began, which already feels like persecution and blackmail. I don't understand at all how they can act like this, because I haven't done anything wrong. I didn't even try to play a cent.

Hei, tein 1000 USDT suuruisen talletuksen heidän sivuillaan mainittuun welcome bonukseen. Ehtona oli, että talletuksen jälkeen pitää avata support tiketti ja sieltä tuli linkki, jolla sain tehtyä KYC-varmistuksen. Varmistuksen jälkeen, he sulkivat tilini ja syyttivät ehtojen rikkomisesta. Tämän jälkeen alkoi erittäin omituinen kirjeen vaihto sähköpostilla, mikä tuntuu jo vainolta ja kiristykseltä. En ymmärrä yhtään, miten he voivat näin toimia, sillä en ole mitään väärää tehnyt. En kerennyt edes senttiäkään pelata.

Dear Nuuskis, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem at Betcoin.ag Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Can you please provide the date of your registration? Do I understand correctly that your account got suspended on 14.05.?
• Is there any chance someone from your household or workplace using the same IP address has also created an account at this casino?
• Have you used a VPN to access the casino website?  
• Please advise if your KYC was rejected after you uploaded the documents or if any of the documents were approved. 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply. 

Best regards, 

Natalia 

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hello,

-registration date is 14.5.

-It's not possible.

-I haven't used a VPN.

-I can't say, because after KYC I only received an email saying that my account would be closed.

-Best regards, Arttu

Hei,

-rekisteröinti päivä on 14.5.

-Ei ole mahdollista.

-En ole käyttänyt VPN:ää.

-En osaa sanoa, sillä KYC jälkeen sain vain meiliä, että tilini suljetaan.

-Ystävällisin terveisin Arttu

Thank you very much for your reply, Nuuskis. Could you please forward all the relevant communication between you and the casino to natalia.b@casino.guru? Alternatively, you can post the screenshots here. Thank you in advance.

Thank you very much, Nuuskis, for your cooperation. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear Nuuskis,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Betcoin.ag Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Betcoin.ag Casino,

Could you please provide a comprehensive explanation of this case, including the specific reasons for the closure/blocking of the player's account? Your detailed insight will help us proceed with a fair and informed resolution.

Thank you in advance for your cooperation and prompt response.

Best regards,

Kubo

Hello, this player's account was flagged due to similarities to a known bonus abuser. As the cost of a detailed investigation often exceeds the value of the investigation, he was asked twice on 14 May to withdraw his balance.

Instead of withdrawing the funds, he was argumentative, which allowed us time to find additional links to the other player. At that time, the account was suspended and the player was told that an investigation is underway.

While we can confirm that the players are related, we always attempt to conduct a thorough review to determine the intent. If the new account was simply referred by the original account, we will not withhold a deposit. If they were working together to abuse bonuses, we might.

The player was informed this investigation can take up to 60 days (as we have additional security priorities and ongoing investigations). We have given him multiple opportunities to speed up the process, by telling us his relation to the other player, but instead he lied about who referred him. The investigation remains underway. He is aware of this. If any funds are withheld, we will certainly provide the evidence to CasinoGuru. If we are not 100% sure of abuse, we will certainly return the deposit.

How I was argumentative, when I clearly was confused what is happening? I also made a deposit using metamask on my computer and after doing KYC I left home, so I didn't have a wallet address to withdraw the money to. And they have all our conversations so you can’t trick them.

Yes, we know you sent them the emails. But we doubt you sent them the chats, where we offered multiple times to let you withdraw your deposit. You never once mentioned in those chats about being away from home or not having an address. You just tried to play dumb, like you are doing here.

We told you the review would be 60 days. There is no mediation needed here, as there has been no resolution. If, after the review period, you decide you have been treated unfairly, we will be happy to respond to all your claims.

They have everything even the ones you sent screenshots of. You always try to blame me for playing dumb which is absurd from casino support. This has to be most unprofessional casino. What about the multiple messages I sent asking for the deposits to be returned and you just ignored them.

Hello Nuuskis,

We would like to update you that due to Kubo, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kubo has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kubo will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

The player who created this thread received his balance yesterday. It is important that we mention that this player was confirmed to be directly related to an abusive multi-accounter, however after careful research, we believe he got caught up in a situation where he did not fully understand the situation he put us, and himself, in. Therefore, we made an exception and returned the balance. We want to reiterate that this had nothing to do with his attempt to extort us through mediation. Our decisions are made by carefully analyzing the information we have and making the most accurate decision possible. As this was a unique situation, players should still be aware that attempts to abuse our generous bonuses or great odds by creating multiple accounts are at risk to have funds withheld, per our terms of service.

Here is the USDT transaction ID, as proof that we sent this player his funds, and this complaint can now be marked as resolved.

0xde99648e563a911697aae2be6aa06235b594a8f2ff8f79085fc0c3749cfbe5f3

Hello Everyone,

I apologize for the delay in my response, as I was recently on sick leave. I’m now back and ready to continue with the resolution process.

Dear Betcoin.ag Casino,

Thank you for the updates and for reconsidering your initial decision given the circumstances.

Dear Nuuskis,

Could you please confirm whether you have received the funds in question?

Yes I did get them back.

Dear Nuuskis,

I’m happy to hear that your issue has been resolved! I’ll mark your complaint as "resolved" in our system. Thank you for your cooperation. If you face any further challenges with this or any other casino, please feel free to contact our Complaint Resolution Center. We’re always here to help!

We hope you had a great experience with our services. Although we don’t charge fees or accept tips, your feedback is essential to us. If you could take a moment to share your experience on Trustpilot (link here), we would really appreciate it. Your honest review and any suggestions for improving our complaint resolution process would be invaluable, helping others who might need assistance.

Thank you for helping us improve!

Best Regards,

Kubo