Bitcasino.io stole my balance of ~70 mBTC. Account id: musbad1988. I sent a deposit of 35 mBTC, doubled it and they banned my account after I pressed "withdraw" button.
The long story is... my withdrawal was rejected with reason "under security review". Since nothing was changing in 10+ hrs I contacted support via livechat and they said my account was "automatically flagged". They later asked to provide photos of my ID and proof of address for "KYC reasons" (ohh yeah, Bitcoin casino asks for KYC! In that country in the middle of nowhere, need to be an idiot to believe). But I did sent it all. They ignored it for long,
I had to ask status via livechat twice a day before once a guy from security named Joshua joined livechat. He asked me what wallet was I using, why I used the fee I used and other similar questions. I use paper wallet and raw transactions maybe that's why it caused such suspicion and "flagged" account issue (...or maybe it's because I used public PC in a library
), BUT... then he said I provide false information and my account is to be closed. I mean he literally said "You lied to me, musbad1988". Well who is this guy to judge me in such a rude way after all? He asked me to submit selfie with passport. I did it soon but it turned out my upload via broken form on site failed and I had to resubmit it one more time. So it was about 2 weeks from date I registered and my funds were locked.
After another week of waiting they replied with a question "Do you have other accounts registered?". I said no and they banned me forever. Without explaining why, just said "breached our terms on providing false information". I asked them to refund me at least my deposit but they simply ignored this message.
What a scam! It was just 0.07 BTC and guess what will happen to your deposits of 1-2+ BTC
Hi
musbad1988,
Your account has been closed due
breach of our Terms & Conditions on providing us false information and failing ID verification.
2.16.
You accept and acknowledge that we reserve the right to detect and prevent the use of prohibited techniques, including but not limited to fraudulent transaction detection, automated registration and signup, gameplay and screen capture techniques. These steps may include, but are not limited to, examination of Players device properties, detection of geo-location and IP masking, transactions and blockchain analysis....
3.11.
We have the right to carry out “KYC” (Know Your Customer) verification procedures and access to your Member Account may be blocked or closed if we determine that you have supplied false or misleading information....
13.1.
If you breach any provision of these Terms and Conditions or we have a reasonable ground to suspect that you have breached them, we reserve the right to not open, to suspend, or to close your Member Account, or withhold payment of your winnings and apply such funds to any damages due by you.Our full Terms and Conditions can be found here:
https://bitcasino.io/about/terms-and-conditions.Other than that, you case was escalated to AskGamblers Complaints Team, and here is the link to thread with their resolution:
https://www.askgamblers.com/casino-complaints/bitcasino-io-closed-my-account-with-fundsRegards
Bitcasino.io Security Department
1) I did not cheat or abuse your system
2) I provided all details you asked
3) My previous case on AskGambler against bitcasino.io was mysteriously closed with reason "You acknowledged you breached ToS" without any explanation. So that cannot be neutral party.
4) I asked 10+ for support in live chat, sent 10+ emails to
[email protected] (about 5+ after my account was closed), but it's extremely difficult to get answer from you. I have to open livechat where sometimes they escalate my messages and I get a response. Right now I simply cannot contact reasonable support. Here's just one chat so guys here know it works in real life:
Jacob> Hello. How may I help you?
anonymous> hi, my username is musbad1988, I asked a question to security dep-t. Is there any answer for me?
Jacob> Hi there Please note all security related questions are done via email only. You've been informed about it today by Clara already.
anonymous> I am writting for the first time today
anonymous> I sent dozens emails
anonymous> no
anonymous> single
anonymous> answer
Jacob> You can write to
[email protected]anonymous> I've just said, I wrote to them
anonymous> Do you have answer for me or not?
Jacob> Please be informed, that this topic cannot be discussed in live chat, all correspondents will be done via email only
anonymous> pff, that's weird, I will upload this chat to forum so everyone knows how you steal money from people and handle you customers
Jacob> Unfortunately security related questions must be done via email only. I'm sorry for the inconvenience.
anonymous> Why security ignores my emails?
Jacob> Could you send a new email right now?
anonymous> yes, 1 moment
anonymous> ive just sent it
Jacob> Please note there is no email received.
Also as per investigation Your account has been closed due breach of Terms & Conditions on providing us false information and failing ID verification.
2.1.9. You must not be involved in any fraudulent, collusive, fixing, abusive or other unlawful activity, providing you with an edge over other users in games and/or any of our offerings, in relation to your or third parties’ participation in any of the Games and must not use any software-assisted methods or techniques or hardware devices for your participation in any of the Games. We hereby reserve the right to invalidate any betting, withhold Bitcoins and suspend or close any account involved in such improper activities; and the exercise of such rights is totally and solely within our discretion;
Full Terms and Conditions can be found over here:
https://bitcasino.io/about/terms-and-conditionsBitcoin Casino - First Licensed Online Bitcoin Casino | BitCasino.io
Jacob> I will close this chat now.
5) Why am I supposed to prove anything to bitcoin (which is not under any regulation) casino? I am not a cheater or smth and my amount is VERY small for this check. It looks like bitcasino.io simply abusing their ToS to ban innocent users and steal their money.
Anyway I kindly ask Bitcasino.io to refund at least my deposit without winning to my address 13bgUroneRNZzsNACmVGwF3v9uvJuGjK2Z
I've sent this address from email
[email protected] and from support chat a number of times. Since they ignore my emails this is the only place I can put it.
