I played at bitcasino with my second part of the welcome bonus that were 50% of the deposit witch was 60 mbtc and played the slotmachine "caishens gold" with a bet/spin that were 1.14mbtc per spin. After i had waged the requirement i had 2.2 Btc that i had won without breaking any of the terms, after i had played a couple of more spins I tried to make a withdrawal of 1 Btc but got declined due to "security reasons" witch i completely understand due to the amount that i won and waited a day and nothing happened and the only notice i had was when i once again tried to make a withdrawal and there came up a notice that i couldnt withdraw and that i should contact the support witch i did, and i went to the live chat support-thing who told me that i should mail the security section of bitcasino and i had no futher information from the chat so i mailed them and i finally had some answer two days after my withdrawal-attempt and they told me that i due to security reasons had to do a KYC and i fully understood that and have done many KYC´s at the other places i have played at and never have had any suspicion towards me and have always had my documents verified without any problems and never would imagine that i should have that here either so i gave them the information and documents (passport and adressproof) and hoped that it would soon be finished.
Another day goes and its now 3 days that has gone since my first withdrawal-attempt and they now wanted me to make a sort of camera verification at some online partner to them that was named VERIFF witch i never even heard of so i followed the link that i got privided in the mail and followed the instructions were i had to take a photo of first my face and then i had to take a photo of my passport, after i finished the whole thing and had it registred i sent a mail to the casino and told them so and waited again for a answer.'
After 3 days of waiting i finally got a answer from bitcasino that told that i had to finish my registration without any futher explanation, i sent a reply in witch i asked what i have missed without any answer so i sent one more the same day in hope of a answer because now its a week since i won and i started to lose my patience and a bit worried too because i have never waited this long and have read that they use to pay their winning customers fast, and the support just told me that from now on i should only have my future dialouge with the security section and that i should mail them instead of their live chat-support that i now had learnt only sends one mail per day, and i have had enough of this by now and was tired of all waiting and delay.
So the next day i got a answer from them where they told me that i had not initiated the veriff-verification witch i offcourse had 4 days earlier, however so i did the Veriff-thing once again and this time to a screenshot in case they would tell me the same thing again and mailed them and attached the screenshot and told them that it was done. And i thought that maybe now they finally can give me a ok because this whole situation has turned from being one of my best moment to a complete nightmare and never in my life would even imagine anything like this. And the day after i got a reply from them witch had me very confused and they now told me that i had been flagged by a second level investigation(?) and told me that i was suspected of having multiple accounts and then asked what relevance i had to the following usernames: lolablack, pyromanen, speedmail, and that they hoped for a honest reply in order to proceed.
At this state i did not know what to think and i was wondering how they even can have been connecting me to them when i never even have heard of them, not a single one of them and mailed them back and told them that i dont know either one of the usernames and asked them why they thought so. And i couldnt be any more honest than so and dont know what they expected for a answer but i knew that i had my innocence and even gave them my number and told them if there was any problem or if they wanted to ask me anything they could give me a call and gave them my number and all but nothing happened for several days and it have at this state been 2 weeks since my first attempt and i had mailed them two times since they had me accused of those things mentioned and i had been given them the honest reply i had to give and any other answer than that would be a lie and couldnt do much more than that. And after i sent them a mail where i told them i still had no answer from them and it had been 5 days since they asked me for the honest reply, and thats when i had the reply that i certainly neither expected nor wanted in withch they stated that my verification wasn´t succeful due to the reason that they had evidence(!?) in whitch i had breached their bonus terms and that my account would be terminated even though i had nothing wrong or in any way had acted in a any kind of fraudent behaviour and without any chance of give them futher proof or so, and this is their conclusion after two weeks of verifications in witch i had given them proof after proof of who i am.
They then asked me to provide a walletadress to where they could deposit the sum that i had deposited to them and if i in the future would open any account at bitcasino they would confiscate all of my deposits.
And i was wondering if this was a joke and was thinking how they even can think that i under any circumstances would even think of such a thing after all of this?? Any way after they gave me the final judgement with their false evidence i tried to reach them on the mail but have not had any reply from them since and it seems like they dont want to discuss this errand anymore and choose to do whats easy for them so that they dont have to pay me the money that i won and i have not been able to prove my innocense any futher to them and got judged without any evidence due to the fact that there cant be any connection to those things and those names when i first of all always play with one account with my OWN name and second of all due to the fact that i cant have any connection to usernames i never had nor will have connection to when i dont even heard of them so i am really curious of what kind of evidence they will provide to askgamblers. And this is my first complaint so if its a bit messy and so I apologize but did not know what to do since i am in a helpless state right know and hope that this will be solved the right way.