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I registered with this casino today.

There was a 200% first deposit bonus, so I used that to deposit $680 and received a $1360 bonus.

I only played slots and met the withdrawal requirements with a balance of approximately $9400.

I completed identity verification and two-factor authentication, and then submitted a withdrawal request.

Afterward, I was told I had a duplicate account and violated the terms of service, and my balance was confiscated.

Of course, this is my first time creating an account.

I don't agree with the confiscation, so I'd like an investigation.

本日こちらのカジノに登録しました。

200％の初回入金ボーナスがあったので、そちらを利用して680ドル入金し、1360ドルのボーナスを受け取りました。

スロットのみで遊び、残高が約9400ドルで出金条件を満たしました。

本人確認や二段階認証などを完了させ、出金申請しました。

その後、アカウント重複や利用規約違反と言われ、残高が没収されてしまいました。

もちろんアカウントを作成するのは初めてです。

納得のいかない没収なので調査してほしいです。

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear raito9765,

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 that I can fully understand the situation.

• 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 alter your real location while accessing the casino website?
• Have you used any public computer, shared device, or shared network while playing games at this casino?

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

Is it possible that a family member or someone using the same IP address has created an account at this casino?

No, there isn't.

Have you ever used a VPN or IP address masking software to disguise your actual location when accessing a casino website?

there is no.

Did you use a public computer, shared device, or shared network when playing games at this casino?

Not in use

あなたの家族、または同じIPアドレスを使用している誰かが、このカジノでアカウントを作成した可能性はありますか？

いいえ、ありません。

カジノのウェブサイトにアクセスする際に、VPNやIPアドレス隠蔽ソフトウェアを使用して、実際の所在地を偽装したことはありますか？

ありません。

このカジノでゲームをプレイする際に、公共のコンピューター、共有デバイス、または共有ネットワークを使用しましたか？

使用していません

Thank you for your response. Please forward me all the communication between you and the casino customer support regarding the closure of your account at veronika.f@casino.guru. These can be emails, screenshots, or chat transcripts. I appreciate your time and cooperation.

Forwarded

転送しました

Dear raito9765

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, Michal (michal.k@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,

Veronika

Hello raito9765,

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 and to see if I can help somehow.

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

Dear Bitcasino.io,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions, of which the player is being accused. You can send the information and evidence to me via email at michal.k@casino.guru for an independent review.

Thank you 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 raito9765,

I have tried to contact the casino repeatedly but, have 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. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

As per the new regulation, all casinos licensed in Curaçao have been required to appoint an Alternative Dispute Resolution (ADR) body to which players can turn in the event of a dispute. This should be clearly mentioned in the casinos terms and conditions.

Although Bitcasino.io does have a Dispute Resolution section HERE

It does not provide a clear information to which ADR body the players can turn to in case of disagreement with the casino's actions, thus it might be worth reporting this to the Curaçao Gaming Authority (CGA) via email at complaints@cga.cw, as this could be considered a breach of the licensing obligations.

Alternatively you can find a list of ADRs licensed by the CGA here: https://gamingcontrol.spin-cdn.com/media/license_registry/20260428_20260428_list_of_certificates_holder_acc_art_517_lok.pdf

The ADRs should be able to provide information on request as to whether they handle complaints concerning this specific casino.

Regrettably, this is where any potential assistance from our end concerning your case concludes.

I'm sorry that we were unable to assist you further in this instance.

Best regards,

Michal

Casino Guru