Bitcoin casino not initiating refund

I would like to submit a complaint regarding Bitcoincasino.io’s handling of my recent withdrawal request.

I had a $2,000 NZD withdrawal pending.
The casino rejected the withdrawal 2 times and demanded a PDF Paysafe statement.

My Paysafe account was closed/deleted in June, and Paysafe support confirmed in writing that:
- PDF statements cannot be generated for closed accounts,
- no transaction history can be retrieved,
- no documentation is available.

Despite this, the casino refused to offer any alternative verification method. Support agents stated:

“This document is not up for negotiation or debate. It is required.”

I provided all possible evidence, including:
- bank card ownership
- email confirmation of each Paysafe purchase

The casino still refused, insisting on a document impossible for me to obtain.

This left me unable to complete verification through no fault of my own.

Serious Issue:

Only after my $2,000 balance was gone, the casino suddenly advised me that a bank statement PDF was acceptable. This contradicted all previous messages claiming that only a Paysafe PDF was valid.

This raises concerns because:
- The “mandatory” document was not actually mandatory.
- The casino refused reasonable alternatives while the withdrawal was pending.
- The alternative verification of supplying a simple bank statement PDF was only offered after the funds were lost. (Which I’m sure was their goal)
- Their delay and refusal directly caused financial loss. I tried withdrawing that $2000 multiple times.
- Verification must be reasonable, possible, and proportionate under fair-play standards.
- Requiring an impossible document violates these principles.

I am requesting compensation credit or a refund of my deposits to this casino, because the withdrawal was rejected by an impossible requirement and procedures that were not applied fairly. Proof of paysafe purchases via bank statement PDF should have been offered to me from the get go.

Let me start by thanking Askgamblers for doing what you do for the common folks !!

Been a customer of bitcoincasino.io since 2020 and have 130 pages of transactions. Other than a few withdrawals getting kick backed theve been decent to deal with .

On aug 22nd I transferred .4982 litecoin (LTC). Tranaction went smooth just like the other hundreds of times I've done it. Couple hours later I checked my balance but, no deposit . Contacted support they said please be patient as it had only been 12 hours .

Next day tried support again. They assured me it had been escalated and won't be long . Please be patient .

Next day I contacted support and they had me repeat everything . Told me my case was forwarded to a manager . Please be patient .

Emails are being ignored. Live support is now useless they keep saying its in cue with manager ..

Please help me get my .4982 ltc credited ( approx 45$ canadian dollars)

After depositing bitcoin to the casino address and asked the support to confirm the adress( screen shot of my dashbord), i waited 3 hours and nothing. i contacted live support again mr Roman and he told me i sent to wrong address and the right address he provide me ( screen shot 2) , the next day my deposit still not credited i spoke again with live support - mr alex , he told me all the 2 previous addresses are wrong and the good one is the 3 rd address ( screenshot 3) !!!!. i lost my money , the live support disable my live support and mail complain what i did and sent not gave me any answer.attached screenshote of my payment and conversations with live support. please add the coins to my account!!!

At 4:46 central time this morning I was playing multihand blackjack pro at bitcoincasino.us and while betting .005 ETH on three hands I hit on my first hand (which was two 3's) and I received a 10. Now with that only being 16 the game called it a bust. and while hitting the next hand the screen blacked out so you couldnt see the cards and it said i busted. I have no clue if i busted but know they just called a 16 a bust so. I screenshotted it from there went to the live help informed them and they said to watch for an email from their manager. I just got off work an hour ago checked my email and have received no email. I went to their live and asked what was going on and I asked for their full system report during that game. They told me they couldn't do anything for me and to wait for the manager. They glitched on their end and used it in their favor and now I am out of money and they will not give me the reports. That is unfair probability and a violation of my rights.

I deposited with neosurf $25.00 says pending casino keeps telling me to wait longer it's been 3 days it states on their site it's instant deposit method. They told me their financial department would email me they haven't and then they tell me I made a mistake with depositing the funds. In history on casino site it shows as pending through my neosurf voucher history it shows funds have been deposited.

I discovered bitcoin casino on the 99bitcoins website, I went to the bitcoin casino site and register an account. I made a deposit and was given a bonus, it was the welcome bonus, this is a three part bonus with bonuses to be given with the first, second and third deposits. my first deposit was a loss so i decided to make one more deposit and give it a good try before giving up, i was given a bonus on my second deposit , it was the second part of the welcome bonus, i got lucky and decided to cashout, i continued to play in order to reach the playthrough requirements, after managing to make it through the play through requirements i made the request for withdrawal, the next day i received an email telling me that they confiscated my money because i opened multiple accounts and received duplicate bonuses, i contacted them via their support staff and was told the same thing that i violated their terms and conditions, i explained that i had never even heard of their website before the previous day when i opened my one and only account, that there was no one else in my home that would or could open an account, i explained that my wife does not gamble and my children are far to young to use any type of device capable of opening an account in fact they cant even read or count above 7 yet, they are small children. after that they answered every question with "read the terms and conditions" i replied that i had read the terms and conditions and that nowhere in it did it say that they would steal my money and that i had to accept it, i have not violated any of their rules. i have requested proof of their allegations or even evidence of such misbehavior , they refuse to produce anything , most recently i made another request for information and was told "we can not give you information about another account" to this i say , if as they say i open multiple accounts and received duplicate bonuses then they would have no problem giving me information about an account that they claim is mine. i believe their refusal is evidence that they committed fraud , someone pocketed my money and made up this reason to cover their wrong doing. i have contacted 99bitcoins and made a complaint with them regarding their endorsement policy, 99bitcoins was quick to react and has given my situation much attention, they are also very interested in the final outcome of this problem and have asked me to keep them informed. they are now investigating bitcoin casino and are prepared to begin a campaign to make the public aware of the unscrupulous activities of this casino in hopes that they do not continue to hurt unsuspecting players, i opened my account and deposited in good faith, they have violated that faith with what can only be fraud on their behalf. my withdrawal was to be 0.070 bitcoin which isn't a huge amount of money approximately $500 , however that is a considerable amount to me and my family, any help would be greatly appreciated, either in recovering my money or in letting people know about the misdealings of this casino, thank you for your time.

p.s. i have some screenshots that show my one account and the deposits i have made along with the withdrawal that they confiscated, i do not know where to attach them however, so i invite you to contact me if you would like these items , i would be more than happy to provide them.

I deposited 20 cad and won so i withdrew 100 cad with no problem. I continued to play and won again and withdrew 100 cad. Again i continued to play and then won again and requested 100 cad. This was rejected so i went on chat and was told to request it again as the merchant had insufficient funds in the IDS account. I requested 100 cad again and it was again rejected. I was assured it would not be rejected a third time so i requested 110 cad. It is still pending after 26 hours. I then continued to play with my balance and won again and requested 100 cad. This is still pending also after 25 hours.
This casino usually pays out to my ewallet within 1 hour and it has now been over a day and the chat just keeps saying wait until management approves my withdrawals. I am fully verified and have not used a bonus so i am not sure why this is taking so long.