My Experience as a VIP Player at Bitcasino.io: A Cautionary TaleIMPORTANT CLARIFICATION: I want to make it absolutely clear that I am
NOT accusing Bitcasino.io of any wrongdoing, especially regarding the 88 ETH incident. This post is about my personal experience and concerns regarding transparency and customer service as a VIP player.
For the past two years, I've been a dedicated VIP player at Bitcasino.io. Unfortunately, I have reached a point where I feel compelled to share my experience due to a lack of transparency and what I perceive as unfair treatment of high-value customers. This post aims to inform potential players about the realities of VIP status at Bitcasino.io.
Background:- 2019: I registered with Bitcasino.io.
- April 2022: I achieved VIP status after three years and over $1 million in wagers.
- July 29, 2023: An incident involving 88 ETH occurred (details below).
- Last 8 Months: I deposited an additional quarter of a million dollars.
- August 2024: Raised concerns regarding the cashback system and made comparisons to competitors.
- Late August 2024: Issues were escalated to CEO Matthew following punitive actions by VIP manager Cristina.
The 88 ETH Incident:Before I describe this incident, I want to emphasize that I am
not accusing Bitcasino.io of any involvement in the loss of my 88 ETH. I'm sharing this experience to highlight the need for better security practices and more empathetic customer support in such situations.
On July 29, 2023, an incident occurred that significantly impacted my trust in Bitcasino.io. After my largest win ever, I requested a withdrawal of 114 ETH. I transferred 26 ETH to an exchange, but within minutes, the remaining 88 ETH (approximately $165,000 at the time) vanished from my wallet.
The circumstances surrounding this theft are particularly troubling. For over 36 hours prior to the incident, my Ethereum wallet held a balance of around $7,000 ETH, which remained untouched. I had been using this wallet for nearly two to three years to manage my funds, and $12,000 was the most I had ever held in it. No one, including myself, could have predicted that a large deposit would soon appear. The theft of the 88 ETH occurred within ten minutes of my withdrawal, and only two parties were aware of this significant transaction: myself and Bitcasino.io.
Additionally, if someone had gained access to my wallet information, it seems highly suspicious that they would leave the $7,000 untouched for such an extended period and only act immediately after this substantial and unexpected deposit. The thief allowed the initial transfer of 26 ETH to go through before siphoning the remaining 88 ETH. This level of precision and timing suggests an unusual degree of knowledge and awareness, inconsistent with a random compromise.
Normally, I keep most of my funds in a cold wallet for security reasons. However, whenever I played with ETH on Bitcasino, I used Metamask for convenience, so withdrawing through the same method made sense. My plan was to send the majority of the funds to cold storage after successfully withdrawing the 26 ETH to Kraken.
When I reported this to my VIP host, Taehee, she quickly dismissed any involvement by the casino and suggested I contact my wallet provider. At the time, I did not suspect Bitcasino.io, but the lack of concern or willingness to investigate the incident raised red flags.
I chose not to escalate as I was not directly accusing the casino of wrongdoing. However, the peculiar timing and circumstances of the theft make it difficult to ignore the possibility that more investigation is needed into the platform's security and transparency practices.
Again, I want to stress that I do not believe Bitcasino.io was directly responsible for this loss. However, their dismissive response and lack of concern were disappointing, especially given my status as a VIP player.
Non-transparent cashback policies:On August 25, 2024, I sent a message to Taehee stating:
"When I withdraw cashback, it's being counted as part of my withdrawals, which directly reduces my chance of earning more cashback in the following period. This feels like I'm being penalized for using the rewards I've already earned."
I also expressed frustration about the lack of clear communication and the inconsistent information from different support agents.
"This lack of communication is absurd, Taehee, and unprofessional."
Despite Taehee's attempts to address some points, the core issues around the cashback mechanics and transparency remained unresolved.
The Tipping Point: Retaliation and Suspension:After feeling ignored and undervalued, I informed Taehee of my plan to escalate the matter to the Curaçao Gaming Control Board (GCB). This led to a swift and severe reaction from Bitcasino.io.
Cristina, the Head of VIP, suspended my VIP status and rewards without prior notice. On August 28, 2024, she stated:
"As there is a pending dispute with the GCB concerning your rewards and account treatment, we are suspending all rewards and bonuses until a resolution is defined. Your account benefits are paused until further notice so that we can move forward amicably."
She further warned that any attempts to create negative publicity would result in harsher measures, including possible account closure.
"To be clear, pressuring our team on various platforms or creating a smear campaign against Bitcasino will not change the outcome of our decision, and we will not compensate you for such behavior."
This approach seemed to penalize me for raising legitimate concerns and seeking a fair resolution, contrary to the principles of fair gaming.
The CEO's Response & Change in Position:On August 31st, Matthew replied, dismissing my concerns about the cashback system and my comparisons to competitors like Stake. He offered a vague goodwill gesture and took a defensive stance regarding the 88 ETH incident, despite my explicit statement that I wasn't accusing Bitcasino.io of any wrongdoing. Matthew stated:
"Your statement around losses from your wallet are alarming as any suggestion around Bitcasino impacting this awful situation is absolutely not fair or accurate. You raising this at this point is obviously very concerning."
His response appeared to misinterpret my intentions entirely. I had clearly communicated that I wasn't accusing Bitcasino.io of involvement in the 88 ETH loss. This misunderstanding suggested a lack of careful attention to my concerns and a failure to address the actual issues I had raised about transparency and customer service.
In my final email on August 31st, I reiterated my concerns, emphasizing again that I wasn't making any accusations against Bitcasino.io regarding the 88 ETH incident. I thanked him for his time and proposed potential improvements for their customer experience, without expecting any further response.
Current Status:As of September 1st, 2024, the situation remains unresolved. Bitcasino.io's contradictory responses and lack of transparency have left me with no choice but to share my experience publicly. The core issues include:
- Inconsistent and unclear bonus systems
- Poor customer service
- Lack of transparency in cashback calculations
- Dismissive responses to legitimate concerns
- Potential security vulnerabilities, highlighted by the 88 ETH incident
Conclusion:I want to reiterate that this post is not an accusation against Bitcasino.io. Rather, it's a call for improved transparency, better communication, and more empathetic customer service, especially for VIP players who have invested significant time and money on the platform.
My experience with Bitcasino.io illustrates that even VIP players can face unfair treatment and a lack of transparency. For those considering playing at Bitcasino.io, especially at a high level, I urge you to proceed with caution and demand clear explanations of their policies and procedures. It is essential not to let the allure of VIP status overshadow the potential risks involved.
If others have had similar experiences with Bitcasino.io or other online casinos, I'd like to hear your stories.
TL;DR: As a VIP player who wagered millions at Bitcasino.io, I experienced:
- Mysterious loss of 88 ETH ($165,000) shortly after a withdrawal (NOT accusing Bitcasino.io of this)
- Unclear and potentially unfair cashback system
- Poor customer service and dismissive responses to concerns
- Suspension of VIP status after raising issues
- Contradictory responses from CEO, including misinterpretation of my concerns
This post details my journey from a high-value player to a disillusioned customer, serving as a warning to potential Bitcasino.io users.