Bitcasino.io - El retiro del jugador es rechazado debido a problemas de cuenta.

I am currently having trouble with my withdrawal being rejected at bitcasino.

I first registered on the site on May 9th and received a 200% first deposit bonus. I deposited $750 in USDT ERC20.

I played the slot machine and completed the wagering requirements.

When I contacted live support a few days after requesting withdrawal, I was told that they were conducting a provider check.

My withdrawal request was canceled without me noticing, and when I inquired about the reason, I was told that I needed to verify my account.

The first identity verification process was completed quickly, but we were then asked to complete the next authentication shortly after, which we also responded to promptly.

This second authentication process

If an error message appears when submitting these documents, please ignore the message and click "Continue".

Once you have completed the online authentication, please reply to this email."

After receiving this instruction, I actually tried several times but it kept failing without authenticating the documents, so I ignored the message, selected to continue, and sent an email as instructed on the site to inform them of the problem and that I had completed the required procedures.

I was then accused of opening multiple accounts and was presented with eight usernames.

I have no recognition for any of these usernames, and I have responded by asking them to disclose the personal information and play history of those eight people if they suspect I am cheating, but they have ignored my requests.

I don't think there are many bitcasino players where I live.

When registering on this site, all you need to do is provide your date of birth and email address.

Could it be that fraudsters understood this feature and signed up multiple times using the no deposit bonus?

However, since entering your date of birth and mobile phone number is required at the initial stage, it seems likely that fraudulent activity will be impossible once the KYC process is completed.

But that's not all.

I buy funds via an exchange to play with cryptocurrencies, and then use that capital to play on casino sites.

We have not received any funding from third parties, and I do not think there is a reasonable explanation for why Bitcasino suspects fraud.

If you want to say I am cheating, you can do so here.

I would like you to publish the personal information of eight user accounts here.

I have no connection to these users, so I am not in any trouble if my personal information is made public.

こちらのbitcasinoで出金拒否を受けている最中で困っています。

5月9日にサイトへ初の登録をしており、その際に初回入金ボーナスの200%を受け取りました。入金は$750をUSDT ERC20で入金をしております。

スロット機種を回して賭け条件をクリアしました。

出金申請して数日経過後にライブサポートへ問い合わせをしたら、プロバイダチェックを行っているとの説明を受けました。

いつの間にか出金申請がキャンセルされ、それらの理由を問い合わせしたところ、アカウント認証をするよう指摘を受けました。

1回目の本人確認プロセスは直ぐに完了しましたが、その後直ぐに次の認証を行うよう要請があり、こちらも迅速に対応を行いました。

この2回目の認証プロセスでは

「これらの書類提出時にエラーメッセージが表示された場合、メッセージを無視して"続ける"にてお進みください。

オンライン認証が完了しましたら、こちらのメールに返信いただけますようお願い致します。」

このような案内を受けて、実際に何度か試しても書類を認証せずに失敗し続けたので、メッセージを無視し、続けるを選択し、サイトの案内通りにメールで不具合が出てる旨と、所定の手続きを終えたと連絡を送りました。

その後に複数アカウントを開設している疑いをかけられて、8名のユーザー名を提示されました。

私はこれらのユーザ名には心当たりがありませんし、私が不正をしている疑いがあるというならば、その8名の個人情報やプレイ履歴を開示してほしいと返信をしても無視されています。

私が住んでいる地域でbitcasinoの遊戯者が多数居るとは思えません。

こちらのサイトは登録時に生年月日とメールアドレスの提供だけで登録が可能でした。

この特性を理解した不正行為者が入金不要ボーナスで複数回登録をしたのではないのでしょうか?

しかし、最初の段階で生年月日の入力や携帯電話番号は必須なので、KYCプロセスを行えば不正行為を行う事は不可能かと思われます。

それだけではありません。

私は暗号通貨で遊ぶために取引所経由で資金を購入し、その元手からカジノサイトで遊んでいます。

第三者からの資金提供も受けておりませんし、bitcasino側が不正を疑う理由には合理的な説明が出来ると思えません。

私が不正を働いていると言うならばこの場で構いません。

8名のユーザーアカウントの個人情報をここで公開して頂きたいです。

私はそれらのユーザーとは関わりはありませんので、個人情報を公開されたところで困ることはありません。

Dear kishimimi,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Bitcasino.io.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise when exactly your account was blocked?
• Could you please share with me your communication with the casino regarding the issue to support your complaint? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

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.

The account is not blocked

Withdrawal requests are currently frozen.

I think it will be within a week.

I also took screenshots of the email containing the terms of use and conditions pointed out by the casino and the names of the eight user accounts and sent them to them.

Please check.

アカウントはブロックされておりません

出金申請手続きが凍結されている状態です。

1週間以内の話かと思います。

それと、カジノ側の指摘した利用規約と、8名のユーザーアカウントが記載されたメール部分をスクリーンショットに収めて送信しました。

ご確認お願いします。

Thank you very much, kishimimi, for providing the necessary information.

Please note in general, we ask online casinos to submit evidence regarding allegations with an understanding that these won't be shared with players.

I will now transfer your complaint to my colleague Stefan (stefan.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 kishimimi,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Bitcasino.io representative to join this conversation and participate in resolving this complaint.

Dear Bitcasino.io,

Could you comment on the situation?

Thank you in advance for providing the information.

Dear Casino Guru Team,

The player kishimimi registered their account on 09/05/2025 08:07 GMT and claimed a 200% welcome bonus on 09/05/2025 08:13 GMT, for which they deposited 750 USDT. Upon completeing the wagering requirement, 8 179.20 USDT of winnings accumulated through the bonus was credited to their balance.

When the player requested a withdrawal, our Player Safety and Assurance Team proceeded to additional checks and the user was asked to go through our KYC (Know Your Customer) procedure. This confirmed that the user kishimimi was using multiple accounts to claim the same reward, which breached our Terms and Conditions rule 19.1 (https://bitcasino.io/help-center/help-terms-and-conditions/bitcasino-terms-and-conditions-of-use-of-services-of-the-company).

Therefore, all winnings were deducted, the player has been invited to log in again to withdraw their initial deposit (750 USDT). After withdrawal, the account will be closed.

We shall provide additional information to Casino Guru showcasing our investigation results and relevant evidence to our decision.

Kind Regards,

Bitcasino Team

Dear Bitcasino.io,

Thank you for your response and the information you have provided.

Could you provide us with evidence of the same person claiming bonuses on multiple accounts? You can send it to my email address, stefan.m@casino.guru.

I'll be awaiting your reply.

Dear Stefan,

We have sent you the information via email.

Many thanks.

Kind Regards

Bitcasino Team

Dear Bitcasino.io,

Thank you for your response and the information you have provided.

Hello kishimimi,

I have reviewed the evidence provided by the casino, and it will be impossible to prove that you didn't create multiple accounts with the intention of abusing the casino's bonuses. We believe that the casino acted correctly and within its terms & conditions and therefore the complaint will be closed as rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Kind regards,

Stefan, Casino.Guru