Bitcasino.io - La cuenta del jugador ha sido confiscada.

I registered with this casino on June 11th, used the second deposit bonus to deposit $500, and received a $500 bonus.

If you only play slots, your balance will reach approximately $16,000.

I continued playing slots, and suddenly my balance dropped to $500.

When I inquired, I was told it was a duplicate account and a violation of the terms of service, and my account was confiscated.

I'm not satisfied with this explanation, so I'd like you to investigate.

6/11にこちらのカジノに登録して、二回目入金ボーナスを使用して500ドル入金して500ドルのボーナスを受け取りました。

スロットだけで遊んでいると残高が約16000ドルほどになっていました。

そのまま続けてスロットで遊んでいると突然残高が500ドルに減りました。

問い合わせると重複アカウントと利用規約違反と言われ没収されました。

納得いかないので調査してほしいです。

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Hello,

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 how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• Have you passed account verification? Which documents were you asked to provide during the verification process?
• Which slots did you play in the casino?

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

Could you tell me how long you were playing at the casino, and the exact date and time your account was blocked?

I started playing the same day I registered.

My balance suddenly disappeared about two hours after I started playing.

Also, you haven't been blocked.

Has your account verification been completed? What documents were you asked to submit during the verification process?

Which slot machines did you play at the casino?

I submitted my ID and live selfie, and the process is complete.

I mainly played LE COWBOY and Sweet Bonanza from Hacksaw.

カジノでどれくらいの期間プレイされていたか、またアカウントがブロックされた正確な日時を教えていただけますか？

登録したその日にプレイしていました。

プレイを初めて約2時間ほどで残高が突然なくなりました。

また、ブロックはされていません。

アカウント認証は完了しましたか？認証プロセス中に提出を求められた書類は何ですか？

カジノではどのスロットマシンをプレイしましたか？

身分証とライブセルフィを提出し、完了しました。

主にハックソウのLE COWBOYとスイートボナンザで遊んでいました。

Thanks for the clarification.

Could you please confirm whether the wagering of the bonus was complete?

How far along with the wagering requirements have you progressed, to your knowledge?

Please let me know.

The conditions for multiplication are not met.

I think it was probably around 20%.

掛け条件は満たされていません。

おそらく20％ほどだったと思います

Dear shoki3,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Matej (matej.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Hello shoki3, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the gameplay and multiple account issue. I'll do my best to help you resolve this issue as soon as possible. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

I’d like to invite a representative of Bitcasino.io to join the conversation and participate in the investigation of this case as well. Could you please provide more details as of why this player’s account has been closed, and funds confiscated? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear shoki3,

I have tried to contact the casino repeatedly via e-mails and Teams, but had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system, and it will negatively impact their future safety rating on our website as such. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

As a next step, I do recommend you contact the Curaçao Gaming Authority (https://www.gamingcontrolcuracao.org/contact) and submit a complaint with them. Although according to their own article about online gaming - this authority does not deal with the player complaints, they stated that too many messages regarding the same casino may lead to revoking the license in the future, therefore it is worth a shot. If you need help with submitting the request, or if you hear back from either the authority or the casino, please let me know by sending me a quick message at matej.l@casino.guru. I am really sorry I could not be of more help on this occasion. :(

Best regards,

Matej