Topic: From High Roller to Whistleblower: Uncovering Bitcasino.io's VIP Practices - page 2. (Read 682 times)

This doesn’t come off as dismissive to me at all. Getting a direct response from the CEO is not something that you see at most casinos. They seem to be doing what they can to try and keep you as a customer

Your grievance seems to arise from the stolen ETH incident. Their response may seem inadequate but they can’t be held responsible when the most plausible explanation is that you had improper security on your device. Unless you can provide evidence of them compromising your wallet, I don’t see any clear wrongdoing by Bitcasino.


Even if you connect Metamask to a Bitcasino, they only have basic permissions which allow them to view your address and balance. They can suggest transactions but they cannot withdraw from your wallet unless you give them approval, the Metamask interface should show you what you are approving. If you approved an 88 ETH transaction, I would think you would remember that.

I think it is more likely that you were phished or hacked at some point and the ETH got stolen by a sweeper bot. Metamask does offer customer support. I don’t know how helpful they might be but you can try contacting them for help in figuring out what happened.

Actually, my Metamask wallet was connected to the casino, which is how I conducted the withdrawal. This direct connection means Bitcasino can’t simply wash their hands of the issue. Now, yes, I am calling them out—especially after Matthew’s evasive behavior.

This isn’t about ‘fake accusations.’ This is about Bitcasino’s failure to address legitimate concerns and their CEO’s dismissive actions. Their so-called reputation doesn’t shield them from accountability. The focus shifting to the theft and away from the broader issues just highlights how they avoid dealing with real problems faced by their VIP clients.

My trust history on this forum has nothing to do with the validity of my lived experience. Dismissing my situation based on ‘trust’ avoids engaging with the actual issues I raised—poor VIP treatment and lack of accountability from Bitcasino. It’s about facts and actions, not reputations. I'm ready to post emails if you really want to expose this sham of a casino.

If the loss happen to your personal account then that means someone knows your private key. the criminal provably wait for some balance to arrive and when there's huge balance came he immediately reach and stole it. But I wonder why you seek for some resolution on your issue while this incident happened on your personal wallet? I guess bitcasino is out on this since they successfully sent the your withdrawal request.

This is huge loss but I think you cannot force them to do some action or ask some refund, I understand its disappointing but you need to move on since it already happen and you cannot change the fact that you lose that funds since crypto transaction is irreversible and nothing will happen even if they investigate your case.

I read the wall of text, damn me lol, and I believe it somehow does not make sense to me.
First Bitcasino as many of us think doesn't have anything to do with the disappearance of the 88 ATH.
Second, pushing the castino to treat you specially when they have their own system to take care of their VIP.  If you feel disappointed then just don't play at the casino, I read you are playing somewhere else, but why comeback when you feel that the casino is unjust to you?
Third you keep repeating that you are not accusing the casino about the missing 88 ETH but then the context says otherwise.   If you do not blame the casino or accuse them why repeat it several times, when you can just say nothing about the incident?

@OP I think you need to move on, you already done your best, you asked and they can't give it to you, what is it there to stay, do not be too hard for yourself, and let go of your ego.  Casino have their own rule to follow they won't just listen to anyone unless it is entirely beneficial for themselves first then for everybody.

He is systematically calling the casino out either with his direct speech or the indirect one, why he seem to say that he is not calling them out is because he knows that the casino have no direct relationship to what happen to his stored ethereuem in the wallet, since the wallet where the Ether are stored are not the casino hot wallet but his individual wallet where only him have access to.

Same goes with how the scammers got access, instead of out rightly accusing a casino that have some well established data base and presence in the market so it may likely get to a point where fake accusations like this one will come out and we should already know how those accusations can easily be verified

Well, if this true it does raise questions imo. Hi OP, can you share your wallet that has been compromised? I understand you don’t want to show such info. I suggest you gonna need to scan your computer for any malware. I would also scan your emails. Have you been downloading something through emails from bitcasino pre hack or received something through emails from them?

From your whole narration, it is already an accusing casino because you said, it is only you and Bitcasino.io knows the 114 ETH in the account and after 10 minutes of withdrawal of 26 ETH, the remaining 88 ETH disappeared. This is not indirect accusation but direct accusation. Well I will say you even have luck because they would have wipe your account and told you that it was hacked. And thank for bringing this to the forum to inform others.

Whistleblowers usually refer to people who work in the company that they are reporting. The ones who report them who aren't employees are in the minority which is why you are just partially right here.

Incorrect! His experience might have influenced your opinion, but not many primarily because of his bad trust history and the fact that Bitcasino is a highly reputed site in this forum. Think!

Update: My Nightmare Experience with Bitcasino.io Continues

I wanted to provide an update on my ongoing issues with Bitcasino.io and their CEO, Matthew D'Emanuele. Despite my repeated attempts to resolve things amicably and professionally, the situation has only worsened.

The Dismissive CEO Response

Matthew's last email to me was so dismissive it wasn't even funny. Here's what he said:


The Ongoing Issues

To say this response was dismissive would be an understatement:

1. Time Spent: I spent well over 8-10 hours over the past week dealing with something that should have been a minor issue.
2. Constructive Feedback: Every time I provided constructive feedback in a supportive manner, they responded by telling me I was wrong.
3. Dismissal by CEO: Matthew's long replies were supposed to show me how seriously they were taking my complaint but completely negated this by stating why every point I raised was wrong.
4. Manipulative Responses: His emails indicated he didn't want to hear feedback while making manipulative and gaslighting responses about how my feelings were incorrect.

Creepy Tracking of Personal Images

In one of Matthew's emails, he sent me screenshots of a personal profile of mine on a site that allows you to create AI images. I've created hundreds of AI images, but somehow he or his team found about 4 or 5 that showed a side-by-side comparison of Stake vs. Bitcasino. These images were shared privately with my VIP host, hoping that maybe a visualization would help them understand my points better since words seemed not to be working.

Matthew's response:

This invasion of privacy felt creepy and disturbing and I informed him it made me uncomfortable, he replied:

Verbal Accosting and Threats

Let's not forget:
- The Head of VIP verbally accosted me and threatened to suspend my account if I escalated the issue.
- Cristina told me not to continue trying to go to someone else at the casino because I "won't get a different answer."
- When confronted with these incidents, Matthew had the audacity to tell me that I was never threatened.

Selective Acknowledgment

When I brought up the incident involving 88 ETH (worth approximately $165k at the time) being stolen from my wallet minutes after a withdrawal from Bitcasino.io on July 28th, 2023, Matthew chose defensiveness over support or empathy:

Despite my clear statement:

Escalation Highlights Systemic Issues

The fact that this situation required escalation to the CEO highlights a likely larger systemic issue within Bitcasino.io. As a VIP client who has deposited over $264,000 in just the last 8 months alone—and even more over two and a half years—the level of mistreatment and lack of resolution is unacceptable. It should never have reached this point if their customer service team was empowered and equipped to handle legitimate concerns effectively.

Final Straw: The Gesture of Goodwill

Initially, I informed Matthew that I'd like all my stats like deposits and wager activity since becoming a VIP—this would allow me to better assess his offer and evaluate how much they value me as a VIP client. However, I received no reply.

About four hours later due to the continued emotional toll and time this situation had already taken—and his continued dismissing of my emails whenever I disagreed—I accepted his offer:

To top it off:
- The gesture of goodwill was made clear it was not an admission of guilt but rather for my "feedback."
- This token amount was far less than I believe was fair considering how much I've deposited into their platform, I mean I receive bonuses from Stake that exceed this without having to be put through the wringer.
-Not one time did I receive an apology or anything close to that, not even for the ETH theft.

Informing Him About Public Support

As part of being transparent—I informed Matthew about my post on Bitcointalk because since he found those photos online it was certain he'd find out about this too! A few folks expressed their support for treating high-value players well which made me feel validated compared against dismissive responses received from him thus far!

Conclusion

In conclusion: My experience with Matthew D'Emanuele—CEO at Yolo Entertainment (Bitcasino.io)—has been marked by frustration & disappointment throughout every interaction faced! His complete lack customer service skills coupled rampant gaslighting tactics while denying he's doing so revealed fundamental systemic issues within company practices altogether...

If you are considering becoming a VIP player at Bitcasino.io—or any other platform under Yolo Entertainment's umbrella brands—think twice! No amount bonuses nor incentives can compensate adequately enough when treated such dismissively poorly concerning rightful valid concerns seriously addressed appropriately timely manner expected high-value clients deserve respect ultimately!

TL;DR: Despite escalation to the CEO, Bitcasino.io continued to dismiss legitimate concerns, invade privacy, and offer inadequate resolutions. After a week-long, exhausting exchange, they offered a EUR 2,500 goodwill gesture, which I accepted to conclude the matter. However, this represents less than 0.7% of recent deposits and doesn't address the core issues of poor VIP treatment, lack of transparency, and inadequate customer service. Potential VIP players should approach with caution.

Thanks for getting it. You're right on the money - their aggressive attitude and threats were way out of line, especially when I wasn't even blaming them for the ETH loss. It's basic customer service 101: don't go on the attack when a customer needs support.

I get what you're saying about casinos dealing with scammers and cheats. Trust me, I've seen my fair share of ridiculous behavior from some players. I totally understand why casinos might be on edge or irritated sometimes. And yeah, giving them time to deal with issues before going public is usually the right move.

But here's the thing - I'm not one of those problematic players. I've been a loyal customer, pumping millions into their platform. When I raised concerns, it wasn't about losing bets or trying to scam anyone. It was about legitimate issues with their VIP program and customer service.

What really got to me was how they deflected and refused to take any accountability. I mean, I get it - no business is perfect. But when you mess up, own it. Their defensive stance and unwillingness to address the real issues just made everything worse.

I'm not out here trying to torch their reputation. I just wanted them to acknowledge the problems and work on fixing them. Instead, they went into full defense mode, which honestly, only reinforced my concerns about how they handle customer relations.

I do play at other casinos, Stake being one, and more frequently than Bitcasno, and have very few problems there, if any (other than I'd like to win a bit more lol)

But seriously, when you've poured millions into a casino and they turn around and treat you like crap, it's not just about finding a new place to play. It fucking sucks, plain and simple.

It's not about getting better treatment or jumping ship to another casino. It's about the fact that after all that time and money, they couldn't care less. That stings, you know?

I'm not here whining about not getting enough perks or whatever. I'm talking about basic respect and decency. When you've invested that much, you expect at least a bit of consideration when shit hits the fan.

Yeah, I could just move on to another casino. But that doesn't solve the real problem. It doesn't make what happened any less shitty. And it sure as hell doesn't stop it from happening to someone else.

I'm sharing this because:

This crap needs to stop, not just for me, but for everyone.

Maybe it'll wake some casinos up to the fact that we're actual people, not just walking wallets.

Yea, I agree with you.. the blatant aggressive attitude against you, to try and prevent you to turn to social media for assistance, are unacceptable, if they are not to be blamed. They should have been more professional in this regard and done proper research and still be professional in their comments. (You do not go into attack mode and threaten customers, when you have to support them)

We should also understand that casinos have to deal with a lot of scammers and people trying to "cheat" the system, so they might be irritated with some customers, when they are pushing too hard. (Give them enough time to deal with your issues, before you turn to social media platforms) 

But i would like to insist on my point, you are the customer here, and as Highroller you deserve the best treatment, you are the VIP customer for the casino, and if the casino doesn't make you feel comfortable then there are 2 options.

1.- Move to another casino that knows how to deal with VIP users.
2.- Ty to convince the casino about giving you a better treatment, but is not your job to do this, it should be the casino's job to detect the high rollers and to have an engagement strategy for them.

Thank you for taking the time to empathize and understand the nuances of this incredibly disheartening situation, you really hit the nail on the head. I've never dealt with a casino as a high roller where I dismissed, punished, and had policy change whenever they want just because I am expressing concerns. The CEO and I have still be going back and forth, and I haven't even once received even an apology from them. I'm extremely disappointed with how this entire ordeal has been handled, and I'm still optimistic for a resolution but, the more back and forth the more exhausting and disheartening this entire thing is becoming.

I appreciate your questions, but I want to clarify a few things:

The 88 ETH loss was from my personal Metamask wallet, not the casino's wallet. This happened shortly after I made a withdrawal from Bitcasino.io to my wallet.
I didn't include specific wallet addresses or transaction details for privacy reasons. However, I have all this information documented, including police reports filed at the time of the incident.
The reason I included this incident in my post wasn't to accuse Bitcasino.io of being responsible for the theft. Rather, it was to highlight their lack of support and concern when a VIP player reported a significant loss immediately following a transaction with them.
You're right that 88 ETH doesn't just disappear. It was a sophisticated theft that occurred within minutes of the funds arriving in my wallet. The exact method of the hack is still unclear, which is why I termed it a "mysterious loss."
I didn't elaborate further on this incident because, frankly, it's been an incredibly painful experience. The loss of that much money led to a year of severe depression, which I'm still working through.

My post wasn't meant to be a detailed account of the theft itself, but rather an overview of my experiences as a VIP player, including how Bitcasino.io handled various situations. The 88 ETH incident was one example of what I perceived as inadequate customer support for a high-value player.
I hope this clarifies some of your concerns. While I understand the desire for more details, I hope you can also understand that revisiting this incident in depth is not something I'm comfortable doing in a public forum due to its significant emotional impact.

This is 100% correct, and I greatly appreciate the time you took to explain this to another forum member, however one slight correction the theft occurred only 10 minutes at most after the withdrawal from Bitcasino arrived to my wallet, I immediately transferred 26 ETH to Kraken and the rest was gone less than 5 minutes later.

According to the op, the wallet from which the 88 eth disappeared from was or is his own personal wallet, from all that he said in the story, he had around $7000 worth of eth on the same wallet which has been there for a long time, he then withdraw over 100+ eth from Bitcasino to the said personal wallet, this wirhdrawal was processed by the casino, and immediately the funds arrived to the wallet, he immediately sent 20+ eth to kraken exchange, and just then, the remaining balance of eth on said personal wallet which was 88 eth, was withdrawn to an unknown address.

So, this is to tell you that the loss did not happen from ops Bitcasino account, but from ops personal wallet, and the loss happened just a few hours after the op withdrew from Bitcasino - providing the wallet address involved in this case is completely up to the op, but how exactly does making the wallet address involved in this case public benefit him when he has already said he's not accusing Bitcasino of being behind the theft?

So you don't believe that Bitcasino.io is directly responsible for this "mysterious loss"... Apart from not meeting your expectations, is there any evidence that they might be indirectly involved? What do you really think happened?

88 ETH can't disappear just like that... you wrote a long post, but I don't see anywhere the address from which the 88 ETH "disappeared", is it your personal wallet or the casino wallet... and that should be the most important thing in this story. Without addresses and transactions, this story has no credibility.

You are completely wrong, any body can be a whistleblower, doesn't matter if the person works in the firm he or she wants to expose or not, what really matters is that, you know what is been hidden and can expose it accurately in details without mistake or misinformation.

And Secondly, as a vip player on Bitcasino who is close to the management of the casino, including the CEO of the casino himself, op is as good as someone who works in the casino, an insider as you said.

And again, you are wrong, such experience as shared by the op changes alot of things.
First is, as someone intending to play on this casino, reading such experience from a high roller begins to give you reasons to doubt the trustworthiness of the casino, specially if you are a high roller yourself, you don't want to get yourself involved with a casino where your contributions to the growth of the casino won't be regarded or appreciated.