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Bitcasino is refusing to pay out my winnings. They are stating false accusations and this is very unfair.

I received a targeted promotional email from Bitcasino offering a 77% deposit bonus. Since it was sent directly to me, I decided to opt in. I made a deposit of $801 USD and fully wagered the bonus according to Bitcasino's terms and conditions. I read their terms and conditions before I played to make sure I was complying them. This was on the 3rd of July. After completing the wagering, I had a balance of 8063 USDT.

After that, Bitcasino asked me to verify my account. I had to go on a work trip at that point, so I completed the KYC process they requested immediately once I got back, on the 8th of July. Once it was done, I received an email confirming that my account was now verified. I then requested a withdrawal.

Shortly after the withdrawal request, I got another email telling me I needed to verify my account again. I logged in to check whether this was a mistake, and that's when I noticed all of my winnings had been taken away, leaving only my deposited balance on the account. I emailed Bitcasino to ask what was going on, and they replied claiming my account had been flagged for multi-accounting under their terms 8.4 and 8.6.

This accusation is not true. Bitcasino has been okay with me losing money previously but the moment I win is the moment they come up with reasons why they should not pay. I have only ever had one account with Bitcasino, and I've never shared it or opened another one. They accused me of multi-accounting but never provided any evidence to support it. They sent me the promotion themselves, I complied fully with their terms, completed the KYC they requested, and only after I tried to withdraw did they void my winnings.

I fully complied with their terms and I'm asking for help recovering the 8073 USDT balance that was removed from my account. I'm happy to provide my account details, the promotional email, my verification confirmation, and the full email exchange to support this complaint.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Is there any chance that someone from your household or someone using the same IP address has also created an account at this casino?
• Have you ever used a VPN or IP-masking software to alter your real location while accessing the casino website?
• Have you ever used a shared computer or mobile device to access your casino account?
• Which games did you play while your bonus was active?
• Have you participated in any promotions at this casino before? Can you confirm that you had not been excluded from participating in promotional offers at this casino before this incident?

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

Best regards

Veronika

Hello Veronika,

Thank you for looking into my case. I will answer your questions one by one below.

There is no chance that anyone from my household or anyone using the same IP has created an account at this casino. I also did not use a VPN or any IP-masking software. I played on my own device on my own network and my location was never altered in any way.

I have not accessed my Bitcasino account on a shared device either. The only thing worth mentioning is that during verification, I scanned the Sumsub QR code with my phone because the process was running slowly on my tablet. I realized it wasn't faster on my phone, so I switched back and completed the verification on the larger screen. I did not actually log in to my Bitcasino account on my phone, and I'm not sure if this is even relevant, but it's the only time I've come close to using another device.

While the bonus was active, I played a game called Benny the Beer by Hacksaw.

I have played a couple bonuses on their website before this. However, Bitcasino never once told me that I wasn't eligible for promotions, and in this case they actually sent me the promotion personally. I had never been excluded from any promotion before this incident. The first and only time I was excluded was right after I actually won something, which is exactly what this case is about.

Please let me know if you need anything else from me and thank you again for helping me out.

Dear HePe123

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, Martin (martin.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,

Veronika

Hello HePe123,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the Bitcasino.io representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? In case you believe the user has breached your terms, please provide us with evidence and reasoning behind your decision.

Thank you in advance for providing us with your view of the issue.

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.