Bitcasino.io - Las ganancias del jugador fueron confiscadas.

I received an email from this casino saying I could get a 75% deposit bonus, so I used it to deposit $600 and received a $450 bonus.

You have won on the slots and met the wagering requirements.

The balance was about $4,900.

When I requested a withdrawal, I was asked to verify my identity, so I submitted it.

After that, they suspected that the ID was a duplicate, and when I denied it, support sent me the specific ID that was suspected to be a duplicate.

I had no recognizability at all with that ID, so when I replied that I didn't know it, I received an email saying it had been confiscated.

After that, support was no longer available, so I contacted the affiliate I had used and discovered that the ID was their account.

I have again communicated the results of the affiliate's response to support, but they have ignored me.

It seems that Bitcasino has told affiliates that their only option beyond this is to communicate directly.

Can you please resolve this as there is evidence that it is not duplicated?

Thank you very much.

こちらのカジノから75％の入金ボーナスが貰えるというメールが届いたので、そちらを使用して600ドル入金して450ドルのボーナスを受け取りました。

スロットで勝利することができ、賭け条件も満たしました。

残高は約4900ドルでした。

出金申請すると本人確認が求められたので、提出しました。

その後重複を疑われ否定すると具体的な重複疑いのあるIDがサポートから送られてきました。

そのIDに全く心当たりがなく、知りませんと答えると没収メールがきました。

その後サポートに対応していただけなくなり、利用したアフィリエイターに問い合わせた結果、そのIDがアフィリエイター様のアカウントであることが判明しました。

アフィリエイター様に対応していただいた結果を再度サポートに伝えましたが無視されています。

アフィリエイター様はこれ以上は直接やり取りする手段しかないとビットカジノから言われているそうです。

重複していない証拠が出てきいるので解決していただけませんか？

よろしくお願い致します。

Dear aotyan19,

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

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Have you used any VPN or IP-masking software to access the casino website?

Could you please forward me the communication between you and the casino customer support accusing you of having a duplicate account? My email address is veronika.f@casino.guru.

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,

Veronika

Family and

家族や

No one in my family or anywhere else uses the same IP address.

I do not use VPN or IP masking software.

Forward the email.

家族や同じIPアドレスを使用している人はいないです。

VPN または IP マスキング ソフトウェアは使用していません。

メールを転送します。

Thank you for your emails. Could you please provide more details regarding the issue with the "affiliate source" that you mentioned in your communication with the casino's customer support?

Additionally, could you clarify the following:

• Do you have a regular player account at this casino, or are you affiliated with or employed by the casino?
• Did you use an affiliate link to create your account at Bitcasino?

I signed up using an affiliate link

アフィリエイトリンクを使用して登録しました

Thank you for your reply. Could you please specify how you registered at the casino? From which affiliate website did you access it?

Additionally, could you clarify whether you have a regular player account or an affiliate account?

https://gambling-gator.com/casino/ja/topics/%E3%83%93%E3%83%83%E3%83%88%E3%82%AB%E3%82%B8%E3%83%8E-

Here is the link.

I do not have an affiliate account.

This affiliate appears to have a player account and an affiliate account, and has contacted me to say that their player account ID overlaps with my player account ID.

https://gambling-gator.com/casino/ja/topics/%E3%83%93%E3%83%83%E3%83%88%E3%82%AB%E3%82%B8%E3%83%8E-

こちらのリンクです。

私はアフィリエイトアカウントは持っておりません。

こちらのアフィリエイター様はプレイヤーアカウントとアフィリエイトアカウントをお持ちのようで、そちらのプレイヤーアカウントと私のプレイヤーアカウントのIDが被っているとの連絡がありました。

Thank you very much, aotyan19, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello aotyan19,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter.

We would like to invite Bitcasino.io to join the conversation.

Dear Bitcasino.io,

I would appreciate your clarification of the situation. It seems there might be some overlap between the casino account IDs from this player and an affiliate account ID through which the player was referred to your casino, so I would like to understand how this could have happened. If there are any factors influencing the situation that are not suitable for public disclosure, kindly send them along with any relevant evidence to my email at michal.k@casino.guru.

Dear Michal and CasinoGuru Team,

Bitcasino user kubo55 created their account on 02/02/2025 12:32 GMT.

The player claimed a cash reward on 18/02/2025 at 01:28 GMT, and the funds were transferred to their balance upon completion of the wagering requirement.

Their withdrawal requested on 18.02.25 at 05:58 GMT was declined, and the player later contacted us via email. The user was asked to go through our KYC (Know Your Customer) procedure. This confirmed that the user kubo55 had claimed the same cash reward through different accounts, which is against our Terms and Conditions rules 8.3 and 8.6 (https://bitcasino.io/help-center/help-terms-and-conditions/bitcasino-terms-and-conditions-of-use-of-services-of-the-company).

The final decision by our Player Safety and Assurance Team was to close the account permanently with no return of funds.

The user was informed about this via email, and no further correspondence has been held.

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

If you have any further questions, feel free to ask us. 

Kind Regards,

Bitcasino Team

Thank you for all the provided information and evidence, Bitcasino Team.

Dear aotyan19,

Unfortunately, after gathering all the necessary information and evidence, we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions - multiple accounts. The evidence indicates the creation of multiple/duplicate accounts from the same or very similar IP addresses, linked with crypto wallets and engaging in the same or strikingly similar gameplay, which can’t be considered just a mere coincidence. Casinos have a very strict policy regarding multiple/duplicate account cases that have been used in this way. I can assure you that we, as an independent party, have reviewed all the information and evidence thoroughly, and the casino team's actions were according to its established rules.

We are 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, and we will try our best to help.

Best regards,

Michal

Casino Guru