Topic: BitcoinCasino.com The Most Dishonest Casino, Here's What To Expect - page 2. (Read 468 times)

So the bonus has to be wagered before being withdrawal and that is pretty much how it should be.
If the site removed this wagering condition, then everyone will deposit the money and doubled it through bonus and withdrawal without playing. That is called Misuse of bonus.

It is important to note that at no time did we deny the player his requested withdrawal. His funds were returned immediately and in full. We did not request a KYC. All of our bonus terms are outlined in detail on our promotions page. In this case, the player activated a bonus with his deposit, but when he chose to withdraw immediately without wagering or activating the bonus, the bonus module removed the bonus attached to the deposit at the time of the withdrawal request. No funds were improperly withheld. His complaint is in regards to free play attached to the initial deposit and not real funds. I hope this clarifies the situation and alleviates your concerns. ❤️

A week ago Friday, the player made a .320 ETH deposit and visited the chat complaining that the games were not working. He was unable to play his .320 ETH deposit, not due to a glitch, but because he had previously set self-imposed limits on his own ETH account. We offer this automated service as a courtesy. It's why our clerk was confused when the player came to the chat complaining that the games were not working. Finding no issues with the games, our clerk first walked him through clearing his cookies.
 
The player's .320 ETH deposit made on a Friday automatically triggered Bitcoin Casino's "100 FREE Spins Friday" bonus. The bonus was viewable in the player's bonus account and playable immediately. We do not require six blockchain confirmations for a bonus to become active or useable. The player elected to withdraw his funds anyway. However, he had not made a single wager. The bonus had not been activated - not because our games were faulty, but because of him setting his own self-imposed limits. Out of respect for "Responsible Gambling" behavior, we waived all wager requirements and processed the withdrawal.

In regards to withdrawals requested by players before fulfilling the three-time wager requirement; we, like all licensed casinos, are subject to Anti Money-Laundering laws (AML). We made an exception in his case and lifted an AML flag placed on his account by the system. The withdrawal was processed and funds returned immediately. We did not request a KYC.

No portion of our T&C were changed during or after the complaint period. When the player was referred to paragraph 3.3 of our Terms and Conditions regarding AML laws and early withdrawals, the player mistakenly visited our "Bonus Terms" page, then began to cite rules from paragraph 3.3 of our Bonus Terms in his arguments. He continues to convolute the two. AML rules cited in paragraph 3.3 of our T&C are related to money-laundering and "withdrawal" requests made without play. While these rules also apply in his case, they were waived and have no relation to bonus rules or their structure. The player simply did not meet the 35x minimum wagering requirements on winnings attached to his bonus before making a withdrawal request because he did not place a single wager. That is why his bonus was cancelled at the time of withdrawal. There is no minimum three-time wagering requirement in order to "keep" a bonus. Our T&C were last updated on 28 November of 2018 as reflected in the timestamp placed in the "Revisions" log of our CMS. Additions and changes to our Promotion and Loyalty Programs are ongoing and made whenever a special promotion or new feature is introduced. At no time is a player's previous benefits affected. In regards to Loyalty Points exchanged for FREE Spins and real BTC, the player is referring to a promotion that took place during our soft launch. This promotion expired in April at the onset of our Grand Opening. It's not uncommon for promotions to expire, though our Marketing Department usually has another incentive in place at the time of the announcement. We also update our Bonus Terms accordingly - not our Corporate T&C.

As for the bonus, the player was notified that if he withdrew his deposit made on Friday without completing the bonus wagering requirement, the 100 Friday FREE Spins attached to that deposit would be automatically cancelled by the system. This is clearly outlined in the wager requirements of Bitcoin Casino's Friday FREE Spins promotion and our Bonus Terms. It is not a new policy, nor an uncommon one. He was also informed that if he returned the same day (Friday) to make another deposit, a new set of Friday FREE Spins would be automatically credited to his account.

To clarify the bonus issue, the player returned on Saturday, a day after the "Friday FREE Spins" promotion had expired, to make a 0.002 BTC minimum deposit. He then visited the chat to request that the Friday FREE Spins be manually and retroactively credited to his account. Again, we made an exception to the rules. The 0.002 BTC deposit, if made on Friday, would have triggered "20 Friday FREE Spins" and not the "100 Friday FREE Spins," so "20" was the number manually credited to the player's account. The player's complaint is; 1. that the 100 FREE Spins triggered by the .320 ETH deposit were cancelled, and/or 2. the 20 FREE Spins applied to the new deposit were unfair. To be clear, there is no three-time wager requirement that would allow a player to keep a bonus before processing a withdrawal. In this case, the bonus was neither activated nor was the 35x wager requirement met. Therefore, the system removed the bonus attached to the deposit automatically at the time of withdrawal. The player now insists that all bonus FREE Spins attached to a withdrawal request be retroactively and manually returned and applied to the next deposit, in this case 0.002 BTC (a minimum deposit made the day after the promotion expired). We find this unreasonable.  

It is unfortunate that after several attempts and even more exceptions to our rules, we were unable to satisfy this player. It is more unfortunate that he makes rambling and vicious complaints on every Bitcoin Casino review and forum thread he can find. But, it doesn't end there. The player made numerous profane rants in our Live Chat and threatened two of our in-house customer service representatives. This behavior elevated the complaint to management, who referred it to Senior Management, who offered the player a possible resolution. The player then emailed the Senior manager directly and showered her with more profane and sexually explicit rants demanding he receive his free spins or else he would retaliate. In the same email, he demanded we "close the account," and stated "leave me alone," - among other things. It's impossible to credit an account with a bonus and close it at the same time. His account was closed according to his request, but also due to his abusive behavior. He returned to the chat with another profane rant. We have chosen not to publish them. To protect our staff, Senior Management has blocked the player from utilizing Bitcoin Casino's Live Chat in the future.

Bitcoin Casino has zero tolerance for abuse and bullying. Despite every effort to satisfy this player, we felt it best to go our separate ways. We believe we have acted responsibly in this matter.  

Bitcoin Casino wishes this player all the luck and good fortune in the future.❤️

I have never used BitcoinCasino.com so I don't know much about them, but in general gambling sites can change their Terms and Conditions, and their Bonus terms from one day to another, if they find out that people can misuse the bonus and that will lead to an unexpectedly great loss for the site.

The funniest thing is that I never went to check their site but yesterday, after working in a personal forum sign campaigns list (payments, rules and stuff) I went to check their site and even created an account and used it for about 30 mins before going to bed.. but thanks God you did this topic today, before I even waste more time in there.. will definitely do a better research about their reputation and stuff.. thanks mate for making us aware of all that crap that happens inside their site

I think they can do whatever to their customer even if their customer complains about they cannot withdraw their win money.
They can always deny anything from the customer because they think that they have their right to reject anything.
I've seen many things like this, and that is not come from in the gambling only, but it's on the other business, especially if someone claims that he wants to get the money.
The money will always be the reason for someone or company to deny every reason or question from the members.
If they cannot solve the problem from the member, then they don't deserve to get more members, and I think the member will leave them.
I hope that the support system can read this so they can consolidate to you and solve your problem.

It is not a new rule, there are many other casino sites having similar rules as this site. Even a big site like Fortunejack have the same rule but different wagering requirement (2x) if I remember it correctly. I'm stating the fact only, I don't mean to support the site or support the rule as I don't like this rule as well.



Hhampuz is not responsible for this kind of issue IMO as he is managing the signature campaign only, unless he is also being hired as the community manager of bitcoincasino.com

I understand the struggle that you're facing and it's really disappointing that they have talked to you that way despite the fact that you were trying to reach out on them.
It's something that they have to explain especially to their users who are also experiencing the same thing. I guess there was also a misunderstanding on both sides.

Thanks for informing us about this misleading introduction about their sites and their unwritten rules for there bonus.
I don't really like the sites that require KYC because we couldn't know what would they do to our personal information after we submit it.

Thank you for sharing your experience here. I think you should also get their attention here so that they can defend their side and give you further explanation about the situation. Every site ToS should be clear from the start and if ever there are changes on it, evety players or users should be informed a few days before/weeks the changes and when changes is done.

I don't know where this casino is located or have its permit but could someone enlighten me about this?


How come on other gambling sites they don't have this kind of rules at least from the ones I'm playing. I just find it a bit confusing that they have this kind of rules.

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Based on their ToC it doesn't say about the free spins will cancel out ones you make a withdrawal. I do find this a bit shady in my opinion. Well probably Hhampuz could help you out since he is running a signature campaign for them.

https://bitcointalksearch.org/topic/fin-bitcoincasinocom-signature-campaign-member-legendary-up-to-001btc-5146235

I am writing this review to share my experience with BitcoinCasino.com, so that you know what to expect from this place, and hopefully deter you from trusting or giving them the opportunity to do you wrong as they have done to me, and to others.

Im not accusing the site of scamming, or stealing. Im accusing this site of lacking integrity and being dishonest. They have lied many times, have had misleading promo emails and have had missing things in their bonus terms and T&C. I write this to inform you guys of what to expect. There are better sites out there so why waste your time here.


 
Some of the things they forgot to include in their site to inform players were:

• "Cancelling any portion of this cascade bonus will result in cancellation of the entire Welcome Package."
  
• You must have a balance to be given the free spins when system doesnt automatically credit them (so you cant wager your deposit or else you wont get the bonus that should of already been given to you)
  

• You must wager your deposit 3x before withdrawing
  
• Wagering Rollover for loyalty point bonuses and expiration time for email promotions
  

They use to have a very attractive loyalty program that they changed up drastically. Before you could convert 1000 points into 0.1 btc with 35x rollover. This is the main incentive that had me playing there. Well now thats replaced with exchanging 100 points to 20 free spins. . . .and for those with 50 btc wagered they can convert 500 points to .02 btc. Oh and they did not even bother announcing any of these changes.


Now even with this i still gave them a chance because they are new, atleast that was their excuse. But what got my attention the most was their dishonesty. These guys are straight up liars.

This is the first lie they told me
One week the Tournament page was down for several days. First support i spoke to thanked me for informing them and that it was now brought back up. I see there are only specific slots eligible for points so i complain. Well im forwarded to the support Sandy who tells me that the weekly tournament page had ONLY been down for one hour that day....clearly a lie as i had seen it down the same way 3 days ago when last weeks tournament ended. She was stubborn and ignored everything i wrote and asked and basically blamed me for not having checked the weekly tournament page to know what slots i needed to play to get points. Manager tells me the same thing, and also adds that the first representative i spoke too wasnt there for the weekend so she didnt know that it was up and running prior to the moment i asked her about it.  He also tells me that the weekly tournament page was up and running in the spanish version of the site. . .

Second Lie:
This is what made me have enough. So I had set bitcoin gambling limits for my account, but didnt notice that it had defaulted 0 to all other altcoins. Well one day i deposit with eth and cant play with my deposit or with the free spins attached. So i request a withdrawal, and get emailed by support asking if i still wanted to proceed with it. I say yes, and I go back to my account and noticed the free spins were also gone that were attached to that withdrawal.

Now I hadnt thought about the spins also being cancelled when i said yes to proceeding with my withdrawl, and i felt they should have informed me that this was going to happen if i chose to withdraw. So first thing i do is ask what the min RO for our deposits is to keep the bonus spins.



 I look at the Terms and Conditions and bonus terms and NO WHERE is it stated that deposits must be wagered 3x before being made available to withdraw.

So i confront them once i realize that I was not informed of all these important facts, and neither was it anywhere on the terms and conditions. I searched the whole page looking for the keywords: three, rollover, deposit, withdrawal. I found nothing talking about 3x rollover except in regards new players needing to deposit and wager 3x to withdraw no deposit free spin winnings.

I open the Live chat, and Sandy takes the ticket.



So I tell Sandy im done chatting and i dont want her to reply or message me anymore. Well she continues to message me. So i close the tab and what do ya know, she emailed me from her personal email telling me to look in 3.3 of T&C.

So i go to the chat and ask her what shes talking about in 3.3 because i couldnt find anything relevant.



She had already disabled my account. For no reason. So I get in contact with the manager who tells me hes not in the office right now and if we can talk tomorrow (even though he had answered the ticket at the start not sandy) Well I continue looking at the terms and conditions looking to see what she is talking about with 3.3. and notice she has added in bold "The value of your deposit must be wagered a minimum of three times before eligible for withdrawal." This pisses me off and i email her back to let her know that i noticed what she did. The first and only name i called her was a lieing bitch.

Now the next day comes, and the manager tells me that My account was disabled for calling her a cunt, lieing bitch, and "many other things". When she had disabled my account way before i called her anything, and i definitley did not use the word cunt. Two lies in one sentence. He goes on to say that the terms and conditions were not edited at all and that all she did was make it bold. They deny doing anything wrong, so i had my account closed.

One last Thing! Chuck (name of the manager) had asked me to make a review to counter a bad review on the site called lcb.org https://lcb.org/casinos/bitcoin-casino-com  Notice the similarities!