CasinoBit.io - Igrač je optužen za otvaranje više naloga.

I recently signed up for this casino (casinobit.io) after being recommended by a close friend.

I deposited about $1200 over a couple of days, and managed to build up to around $2100.

When I went to withdraw, they said my account was a duplicate based on my IP address. They named other accounts I have no knowledge of.

I live in large shared student accommodation, which may account for the same public IP address.

They have closed my account and refuse to pay me my winnings or refund my deposits.

At no point have I been asked to KYC.

Dear Orlando123,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same device as yours or using your email address? Have you accumulated your winnings with or without an active bonus?

If there's any relevant communication, please forward it to petronela.k@casino.guru.

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

Best regards,

Petronela

Hi,

there is no chance anyone from my family or neighbours opened an account using my email address. However, I have sometimes played on university laptops in my accommodation block and I have been using the wifi from this university service.

I accumulated my winnings without using any bonuses.

Many thanks

Thank you very much, Orlando123, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello Orlando123,

I will assist you with the complaint from now on. I would like to ask the representative of CasinoBit.io to join the conversation in order to help us resolve the issue.

CasinoBit.io,

Could you explain why Orlando123's account was blocked and the balance confiscated?

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’.

Dear Orlando123,

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’. I understand this isn't a satisfactory solution to your issue however, the decrease in rating caused by unresolved complaints could change the casino's approach.

 If the casino decides to react, we will reopen the complaint and you will be notified by email. I wish I could be of more help.

Dear Orlando123,

We've received evidence from the casino and learned you came to an understanding with the casino, where your balance was restored and your account was reopened. Therefore, we decided to mark the complaint as resolved.

Thank you and CasinoBit.io for your cooperation.

Please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru