DE

Markiere alle als gelesen

Einstellungen
Nachricht
Alles anzeigen
Anmelden oder Registrieren
THIS WEEK'S HOTTEST CASINOS 👇
Westace Casino Westace Casino SafeCasino SafeCasino Trips Casino Trips Casino 24Casino 24Casino KukiMuki Casino KukiMuki Casino
ZULETZT DURCHGEFÜHRTE SUCHENLÖSCHEN
Anmelden oder Registrieren
DE

Markiere alle als gelesen

Einstellungen
Nachricht
Alles anzeigen
THIS WEEK'S HOTTEST CASINOS 👇
Westace Casino Westace Casino SafeCasino SafeCasino Trips Casino Trips Casino 24Casino 24Casino KukiMuki Casino KukiMuki Casino
ZULETZT DURCHGEFÜHRTE SUCHENLÖSCHEN
Casino Beschwerden

Bitcasino.io - Casino holding my funds

user_avatar
Von nusername
vor 5 Jahren

Issue: I lost login to account. I provided enough information and bitcasino.io successfully located my account.

Important information: bitcasino.io have acknowledged that they located my account

New Issue: bitcasino.io says I should verify my identity

How to Identify verify work: bitcasino.io send me link by its partner veriff. I take picture of my document, take picture of my face selfie. Many times after that bitcasino.io say verification not complete even though is complete.

Solution: I contact veriff company ask support for help how verify. After successfully verifying the identity, I inform bitcasino.io.

I send first email and no reply. I wait 5 days and send other email, no reply. I contact bitcasino.io chat and ask how long does it take to receive reply from player safety and security department. They say 48 hours maximum. They say send another email. I sent another email and waited. I contact chat support and they tell me it takes 24 - 48 hours to receive reply. I have to wait almost one month now with no reply. bitcasino.io have held my money now for total of over 16 months.


I attach here the following

1) Screenshot email which bitcasino.io confirms that "The information provided was sufficient to find the account"

2) Screenshot email with veriff which veriff confirm verification successfully completed

Unseriöses Casino BitCasino.io
Grund Verifizierungsprobleme

Diskussion

User name

Dear all,

Following a careful review of valid information and proof presented by Bitcasino.io management, the AskGamblers Complaint Team has reasonable grounds to suspect that the player might have been involved in committing potential fraudulent activities.

The AskGamblers Complaint Team maintains zero tolerance towards players trying to abuse our complaint service and not using it in a good faith. Therefore, we made the decision to reject this complaint and to impose a permanent ban on the player to use our services from now on.

User name

Dear @nusername,

Rest assured that the AskGamblers Complaint Team is in contact with the Bitcasino.io team and your case is being handled accordingly. Updates will be provided in due course.

Thank you for understanding.

User name
I will state the points we all agree on

1) bitcasino.io was furnished with enough information that only the account holder could possibly know.
2) With this information, bitcasino.io or one of its employees was able to successfully locate the account in question (screen shot of this confirmation provided)
3) After bitcasino.io successfully located the account in question, despite not requiring account verification on signup, requested that the account holder verify their identify.
4) The choice of company used to verify the identity was exclusively decided by bitcasino.io
5)The account holder successfully complied with bitcasino.io request to use a third party verification service call Veriff.
6) This independent third party company has confirmed that verification was completed as per the requirements of bitcasino.io (screenshot provided)
5) bitcasino.io has been holding on to account funds for over a year and a half.
6) In the one and a half year that this is ongoing, there has been no activity on the account in question


However, the Veriff verification was not successfully passed, due to the discrepancies found between the provided documents and account details.

The above is a lie. bitcasino.io have ignored all my emails after verification was completed. AskGamblers has been provided with a confirmation message from Veriff . AskGamblers can validate this information as yet another independent party.

Furthermore, Player Safety and Assurance team has asked detailed questions about the other account, which could help us verify the ownership, but we did not get any replies.

The above is another lie. The last email received from bitcasino.io was from over a month ago. Since then bitcasino.io have not replied to any emails. Four times I spoke with customer service by chat. Each time they told me they will notify Player Safety. No message, no reply, no communication from player safety

Out of a short 5 paragraph reply, bitcasino.io has been dishonest in two of the five paragraphs.

AskGamblers
Can you believe anything else bitcasino.io says?
User name
Hello,

We kindly assure you that all our procedures are in place to protect the account's privacy and funds.

BTC address alone is not sufficient proof of account ownership. When talking to our Support Team you weren't able to recall the username or the registered email address of this other account, thus to assist you with the account recovery we have asked you to pass the Veriff verification process.

However, the Veriff verification was not successfully passed, due to the discrepancies found between the provided documents and account details.

Furthermore, Player Safety and Assurance team has asked detailed questions about the other account, which could help us verify the ownership, but we did not get any replies.

Please be informed that to maintain security and privacy of our user accounts we cannot provide sensitive information on any accounts that are not directly associated with your registered email address and our thorough investigation was not able to prove the account ownership.

Best regards,
Bitcasino.io Team

BitCasino.io Beschwerde-Statistik

Gelöst 11 / 12
Durchschn. Betrag $22,588
Durchschn. Dauer 6 Tage
Durchschn. Antwortzeit 2 Tage

Screenshot

BitCasino.io Beschwerden

Alle eingegangenen Beschwerden ansehen
Bit.io - verweigert rueckerstattung ueber 5000eu

hallo liebes askgamlers team,

ich wende mich heute an euch da ich den kontakt mit dem casino als unzureichend empfinde.

folgendes problem:

ich spielte zuvor über ein jahr lang ohne probleme immer mal wieder bei bitcasino.io

am 15.09.2020 habe ich einen betrag von genau 0,543 bitcoin eingezahlt welcher in etwa 5400 euro beim heutigen kurs entspricht.

nach der einzahlung wollte ich natürlich spielen doch erhielt im slot eine meldung wie "error, please contact your support for info"

also habe ich den live chat geöffnet und mein problem geschildert, den live chat habe ich gespeichert und hänge diesen am ende an.

der support verwies mich auf die sicherheitsabteilung von bitcasino welche ich unter [email protected] per email kontaktieren sollte

um mein problem zu lösen.

trotz lange bestätigter einzahlung wurde auch der versuch einer auszahlung meines geldes durch eine fehlermeldung verweigert.

am abend des 15.09.2020 habe ich eine email verfasst und an die vom live support genannte email adresse versendet,

am 27.09.2020 hatte ich noch keine antwort erhalten und habe erneut eine email versendet an [email protected]

am 11.10.2020 hatte ich noch immer keine email vom casino erhalten und mich in meinem account eingeloggt und erneut im live chat

nach dem aktuellen stand gefragt und wieso ich keine email erhalten habe, dort sagte man mir man hätte seit dem 09.10.2019 keine email von mir erhalten "Unfortunately, we did not receive any email from you since 9.10.2019."

nachdem ich als beweis dann meine vom 27.09.2020 gesendete email als screenshot angehangen habe sagte man mir man hätte wegen eines fehlers keine meiner emails erhalten "I am afraid that due to some technical error, your email was not received. Let me please contact you via email."


mir wurde dann nochmal eine email vom casino geschickt auf die ich antworten sollte, was ich natürlich getan habe, dann sollte ich warten bis sich die security abteilung bei mir melden würde.

am 12.10.2020 erhielt ich dann erstmals eine email von der sicherheitsabteilung des casinos in man meinen ausweis sowie einen adressnachweis gefordert hat, diese email habe ich mit den gewünschten dokumenten beantwortet und erhielt am 15.10.2020 eine weitere email mit einem link zur verifizierung über den partner veriff (www.veriff.com) und der bitte mich per antwort auf die email zu melden wenn ich die verifzierung abgeschlossen hätte. das habe ich einen tag später getan und seit dem keine antwort mehr erhalten. ein weiterer kontaktversuch über den livechat ergab das ich mich noch gedulden sollte, die sicherheitsabteilung melde sich so bald wie möglich bei mir, was stand heute wieder 5 tage her ist.

da ich nach bisherigem stand ziemlich unzufrieden mit dem gesamten bin möchte ich in erster linie nur mein geld zurück haben welches mir gerne auf meine adresse erstattet werden kann, Bitcoin adresse :

< Bitcoin Adresse entfernt >

im anhang ist die einzahlung zu sehen und der live chat vom support:

(von unten nach oben den chat lesen )


Yes, feel free to refer to this conversation if it is needed.

21:42

have a good day bye

21:42

i took screenshots of the conversations to help myself if anything stucks up longer ;)

You are always welcome.

21:41

have a good day!

21:41

thank you sofia

ok

Please, wait for they reply, it will not take too long.

21:41

so i wait now for an email from support ok ?

21:41

I have just transferred an email to the security team.

21:41

you confirm that you received the email and forward it ?

21:41

^^

21:40

there isnt a loyality bonus if i cant place any bet

haha i do not need bonus, i just want to play with my money

I am afraid there is no bonus that I can offer to you on top of the Loyalty rewards and promotion offers.

21:40

i would be happy if i just get able to spin some slots with the deposit, its frustrating to wait as long without any idea of whats happening

21:39

i sent the email now please forward it

21:38

If you have any other query, feel free to ask me.

21:38

ok

21:36

Sorry for the troubles.

21:35

Yes, I can confirm now that we have received your email. Could you please send us your query responding to the same email, and I will transfer this thread to the security team.

i received, and answered

21:33

I have sent you an email just now.

21:33

Thank you for waiting.

21:32

i just testet my email inbox right now, i am receiving emails and i am able to send, so please send me an email there

21:32

email me

21:29

please do so, hey i mean its 5000euro i have deposit and i still could not place a bet

Then I will ask you to reply with your query to the same email.

21:28

I am afraid that due to some technical error, your email was not received. Let me please contact you via email.

27.09.2020 um 19:51 or would you say i am wrong you can see i have contacted the support

21:27

21:26

Unfortunately, we did not receive any email from you since 9.10.2019. Could you please ensure that you are sending your email from the registered address at [email protected]?

21:25

please check it, and tell the customer support chief that a player only wants back his deposit and all is fine, its 5000€ you just take and "stole"

21:23

Let me please check it.

21:23

i am asking last time to claim my deposit

21:22

until today

no answer

i am still not having my deposit back, i contacted security@bitcasino on 27/09 20

Hi

21:21

Hello!

21:21

Sofia joined the chat

The chat has ended

Seems like you have left the chat,I will close this chat for now. Please do not hesitate to contact us again if you shall have any other queries, we will be more than happy to help. Have a nice day! ??

Is there anything else I may assist you for now?

As we Support Team do not have any access to your case so we do not have an answer to this question, unfortunately.

15/09 - 03:55

As informed, our Player Safety and Assurance Team has placed some restriction on your account, I am afraid only they have the further explanation to your answer.

never an issue

15/09 - 03:54

But I dont understand, you can look my playing history, why now, i played alot, alot of deposits and withdrawals

And you can wait for their reply.

15/09 - 03:53

Please first send an email on [email protected].

Ok so I will wait ?

15/09 - 03:52

They will try to get back to you as soon as possible.

15/09 - 03:52

I am afraid they can only review your account unless they receive the email from you.

15/09 - 03:51

How long will it take to be resolved

15/09 - 03:51

So you will contact them ?

Yes, so I am contacting Player Safety and Assurance Team is the only way to resolve your problem now.

15/09 - 03:50

But I also cant bet ?

15/09 - 03:49

I am afraid you are not allowed to withdraw without wagering your deposit as that is against the AML regulation.

15/09 - 03:46

The transaction has 3/3 confirmations and all good, I either want my money back or be able to play

15/09 - 03:46

Can I than just withdraw again ? I mean I just deposited, I didnt even have placed a bet

15/09 - 03:42

It seems like our Player Safety and Assurance Team has placed some restriction on your account, I am afraid only they have the further explanation to your answer.

15/09 - 03:42

I never had to do stuff like that and I played alot

15/09 - 03:38

Why do I have to do this ?

In this case, we would like to kindly ask you to email us on [email protected] , and our Player Safety and Assurance Team shall assist you from there.

15/09 - 03:38

and I played for quite a bit already

15/09 - 03:38

I never got this error

15/09 - 03:37

I wanted to play a bit, when I tried to place a bet, I got told to contact customer support

How may I help you today?

15/09 - 03:37

Hi and welcome! This is Airi.

Hello!

15/09 - 03:37

Status solved Gelöst
Bit.io - Konto geschlossen und 9,4 BTC beschlagnahmt, nachdem Anschuldigungen wegen "doppelter Ausgaben" nicht bewiesen wurden
Guten Tag,
da ich langsam keinen anderen Ausweg mehr kenne wende ich mich hier an euch.
Am 07.01.2020 habe ich in dem online Casino "Bitcasino.io" eine Einzahlung von 2,301.11mB also 2,301BTC getätigt.
Das war mein erstes mal wo ich dieses Casino genutzt habe und mit Bitcoin gespielt habe.
Bei der Summe handelt es sich um mein angespartes seit knapp 2 Jahren in BTC.
Nachdem ich die BTC an die Einzahlungsadresse gesendet habe konnte ich direkt damit spielen, das habe ich dann auch gemacht.
Ich habe mich an einen Blackjack Tisch gehockt und dort 2 mal eine All-In Hand gespielt.
Beide dieser Hände konnte ich gewinnen, eine sogar mit einer 3:2 Auszahlung da einen Blackjack hatte.
Nach den beiden Händen war ich auf etwa 9,4BTC was für meine Verhältnisse Lebensverändernt ist.
Danach habe ich eine kurze Pause gemacht und dann in ein paar Slots ein paar 2€ Umdrehungen gemacht, bis irgendwann die Meldung kam, es sei ein Fehler aufgetreten und ich solle mich an den Support wenden.
Also habe ich mich an den Livechat gewand der meinte zu mir ich solle mich an [email protected] melden, was ich dann auch tat.
Hier wurde ich zunächst aufgefordert meine Identität zu bestätigen, das tat ich dann auch. Zuerst meine Dokumente direkt zu Ihnen und dann nochmal über Ihren Partner "Veriff". Als ich damit fertig war, bedankten Sie sich für die Verifikation und haben mich dann gefragt ob ich denn noch weitere Accounts auf Ihrer Plattform besäße. Darauf antwortete ich natürlich mit nein, da das auch nicht der Fall ist. Dann habe ich erstmal 3-4 Tage auf eine Antwort gewartet, welche heute eingetroffen ist.

"
Hi .......,

Thank you for sending in the documents that are required for KYC procedure.

Please be informed that this user account is hereby terminated and all funds remain frozen in accordance with our Terms and Conditions:
Under the rule 5.19:

If we determine, in our sole discretion, that you are using the “Double Spend“ methodology, Bitcasino.io shall void all bets and winnings. Specifically, if you win, then confirm your deposit on the Blockchain and attempt to withdraw, all winnings will be confiscated and your account will be closed permanently. We shall also exercise this right where similar activities are attempted from any connected accounts.

If you attempt to open any new accounts, please note that any deposits you send to Bitcasino in the future will not be returned.

Thank you for your time patience and understanding regarding this matter.

Kind Regards,
Bitcasino Player Safety and Assurance Department
"

Als ich das gelesen habe war ich erstmal geschocked und verzweifelt.
Ich weiß weder was eine "Double Spend Methodology" ist noch wieso das vermutet wird.
Auch bei dem Satz "If we determine, in our sole discretion" habe ich mir gedacht, ob das einfach nur eine Masche des Casinos ist, bei jedem größeren Gewinn einfach zu sagen die gehen davon aus um den Gewinn nicht auszahlen zu müssen.

Ich hoffe sehr das Ihr mir hier weiterhelfen könnt, da ich sonst keinen anderen Weg sehe.

Mit freundlichen Grüßen
Status solved Gelöst
BTC2
Bitcasino.io - Holding my money and account suspense

How can you see? My account is verified. My first withdraw was a success. But with higher values they don't want to pay me. They keep telling me to verify my account through a link they send by email. I also did it via the link in the email. But then they keep sending me new links nonstop.

I don't know what else to do. you can see all the evidence in the attached photos.

Status rejected Abgelehnt
Bitcasino.io - Withdrawal declined and account restricted
First off my withdrawal was denied it was a total of $450 and my account access got limited right after denying the withdrawal. They told me by email I’d have to complete KYC on the site to lift restrictions, and I did just. Right after I do KYC my account says verified on the site also says I am now able to deposit, withdrawal, and place bets. Then I try and place a bet still same error so I tell live chat “hey I already completed verification and it says my account is fully function-able” they pretty much tell me well check your email we can’t help you. I do just that and they tell me by email I have to do another verification through “VERIFF” and VERIFF is not even listed on the bitcasino website or anything so it left me confused, I told them just let me get my money at least because I confirmed all my information already and they tell me no you have to complete step 2 through VERIFF. So I just give into it and try VERIFF and they won’t accept my IDS saying they aren’t valid when they aren’t expired and it worked through the KYC on the website. So they aren’t looking to help me at all from the looks of it they just want to keep my money. First time and last time I ever sign up for any of these sketchy casinos I’m just extremely disappointed, so if you can please help me out here because I’m not sure what else I can possibly do.
Status unsolved Ungelöst
$450
Bitcasino.io - Withdrawal declined without explanation

Hello,

So, 1st of May I've deposited some funds, played a bit and won a small amount, tried to withdraw to see how instant it is. My withdrawals kept being rejected without any explanation, 3 times, 0 notifications or emails to inform me something is wrong (as visible on the screenshot). First chat, agent says it was processed and I should receive it. Funds returned to my balance and I think, "oh I'm stupid I've used the deposit address for withdrawal, my bad". Second chat: "You need to send en email to [email protected]" Ok, I send an email and wait for 3 days, no reply. 3rd chat I ask about the email and the same agent from the second chat says you should be fine to withdraw now, just make the request and let me know if it worked. 25 miuntes later I ask on chat and my withdrawal is declined while I am on chat and the agent tells me to contact [email protected] again.

I did again, first email wasn't replied ever so I don't expect it to happen this time. In any case it will take 6+ days to get 6mBTC out to exactly the same address it was deposited from, so there is no reason to really confirm anything. I've played at Bitstarz, never had a single issue, never had anyone harras me for days and chat agents actually gave me information about what is happening and I verified my account when they asked. This...

I honestly do not care about those 6mBTC, take them, but what is exactly going on and why are you harrasing me with constant wrong and incomplete information? I understand those are small amounts for Bitcasino but this type of treatment of anybody is just horrific.

Status solved Gelöst
Bitcasino.io - Withdrawal still pending after 6 days
I successfully requested a withdrawal of AUD $700 on September 26, 2020 at 2.58pm which was accepted and put into pending after requesting the withdrawal. As I am from Australia, i requested a bank transfer as I have done with all my past withdrawals at this casino. I usually only ever have my withdrawals sitting in pending for no longer than 1 day maximum before the status changes to accepted and my winnings are reflected and paid in my nominated bank account. This time however, my withdrawal is still PENDING and it is now the 2nd October (6 days later)!!! I have tried chat support many times seeking an explanation as to why such a lengthy delay only to be told to be patient and that my money is safe and to continue to wait as this is with their processors. The terms and conditions pertaining to withdrawals made via bank transfer are very clear stating "All Bank Transfer payouts are processed within three (3) banking days." It has now exceeded this time frame and i have just been informed yet again that i need to be patient and wait. I find this highly unacceptable considering I play at this casino respecting their rules and terms but yet it seems that when i query them regarding a valid inquiry which contravenes their own terms, i am told to be patient and wait. I requested that their processor be contacted and for my payment to be fast tracked but this was refused and told i had to wait. It is now Friday and an entire business week has passed (5 days) and my withdrawal is yet to be processed to be paid to me, this is unacceptable and I am extremely upset given that a valid and reasonable request to escalate my inquiry refused. Every single past withdrawal at this casino was requested and paid to my nominated bank account within 3 days maximum. I am now seeking your help to ensure that the casino's terms and conditions around my withdrawal using bank transfer is adhered too without further delay especially as it is now Friday in Australia and I expect to have my winnings paid into my bank account today before the weekend.
Status rejected Abgelehnt
$700
Bitcasino.io - Bitcoin deposits never received

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!!!

Status rejected Abgelehnt
Bitcasino.io - Account closed unjustly
I registered for the first time on bitcasino on 30 april 2020 and started playing after making a first deposit by bitcoin.
I had never had another account on that website, it is my first and only account.

I then made multiple other deposits and played for hours with a lot of money.
I had read the terms and conditions of the website and played on it strictly respecting it's rules. I didn't do any fraudulent activity.

On 13 May 2020, I tried to log on my account and it was written "Your account is disabled - Please contact client service"

So did I, I received a quick answer telling me that "due to being linked to another account which is currently under a self-exclusion, your account has been added to your original self exclusion"


As I never asked for any self-exclusion whatsoever and never had another account or linked, I didn't understand what was the matter. I was reassured, my account was not disabled for fraudulent reason or anything, It was a mistake and I just had to tell the support about that to get my account unlocked.

I went to the terms and conditions to learn about it and saw

"Self-exclusion requests must be made by email from the account’s registered email address to our customer support department at [email protected]."
" To proceed with this process, we will require an email response. If we do not receive a response within a further 24-hrs, your account will be reopened and confirmed by email."
" If after reviewing our self-exclusion options you decide you would like to proceed with a permanent self-exclusion, please, inform us of this in your response."

I never did any of that so this must have been a mistake. Terms and conditions are clearly saying that requests must be made from my registered email and that I would receive an email to confirm the exclusion . No email was ever sent by me and I didn't receive any email about that from Bitcasino.
I contacted the CS again telling them that this was a mistake, providing them with my name and everything so they can check that I only have one account on the website.
They redirected me to their security service, I explained the issue again and the security service ignored me for days.

After 5 days of being ignored at security service, I replied to the original client service mail telling them that security service isn't answering, I got completely ignored as well on this email.

I opened another ticket by email telling them that I never asked for any suspension and never linked my account to another one (I still don't even know what it means). I asked for more information about this exclusion and they answered me with the exact same answer as first time, telling me that my account is self-excluded. I already knew that but they didn't give more information. I replied again asking for informations and got ignored.

I contacted them again multiple times, explaining clearly that I never asked for self-exclusion and never linked my account but they always either completely ignored my request or answered with the copy paste answer not providing any information, only telling me that I am self excluded.

They added things such as "under a self-exclusion, at your request, we can confirm that your new account has been added to your original self-exclusion."
"We hope that you find this time away beneficial. Please do not hesitate to contact us if you require any more information."

I have never asked for any self-exclusion, there is no "original self-exclusion" this is my first and only account on the website, but bitcasino blatantly refuses to review my case and always answers me with a copy-paste.

I have played a lot of money on this website and climbed quite high on the fidelity program. I respected the terms and conditions. My account got "self-excluded" without any warning and without any action on my part.
I am willing to send any necessary proof of identity to Bitcasino so they can see that I have only one account but I have been contacting CS for two weeks now, they are refusing to review my case and ignore my request.
Status solved Gelöst
KYC done twice


I perform a withrawal and it got declined. I chatted support and they ask me to send an email to [email protected]. So i did that.

They response to my email and they ask me to send documents to them so I did send to them my passport and utility bill.

They reply to that message and told me that they got a user friendly way verification in order for me to get verified I must click that button and do what it say. So I did that.


They reply on me and told me that the picture is not good so i should do it again. Then I did it again and until now its not fixed.

This was January 23. 2019 and its March 5, 2019 already and until now my money is not yet given to me.

In all the casino online I played before this is the worst casino ever. All the casino accepted my documents thru their KYC. And I easily get my withrawals with no problems at all.

Status solved Gelöst
Won't pay 2,2 BTC unjustly accusing me of having "multiple accounts"
Hi askgamblers. 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.
Status solved Gelöst
Wir verwenden Cookies, um sicherzustellen, dass Sie die bestmögliche Erfahrung auf unserer Website machen.
Auch auf dieser Seite werden Cookies verwendet. Indem Sie die Seite nutzen, stimmen Sie der Cookie-Nutzung zu.
Mehr über Cookies
Melden Sie sich für Casino-Updates und Angebote an
icon-document

Weitere Einzelheiten finden Sie in den Datenschutz - und Cookie-Richtlinien. Sie können den Erhalt zukünftiger Marketingmitteilungen jederzeit abbestellen.

© 2006-2026 AskGamblers.com