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

Hahaha...being creative as used there was not for the purpose of knowing everything or stressing out your brain but for the purpose of writing down the right words that would help the search purpose, it's no big deal. The most important thing is what you and I have agreed upon which is the fact that it works.

However, if some people type the wrong words, they might still believe it doesn't work, which was why I said they should be creative about it, not that they will search it anyhow. Again, what was advised here here is a good one for anyone to try if such a person is tired of connecting the forum through a third party. I've been trying it as it was advised and it has been awesome.

Works Every time if Im using google since google is specialized with search thing haha and the search box in the forum sometimes is super slow. Back to the topic I remember that Bitcasino also had a signature campaign back then that can be found here https://bitcointalksearch.org/topic/open-bitcasinoio-signature-campaign-02-btcweek-4737831 tho this is old topic like from 2018 I don't know if bitcasino had newer campaign.

First of all, why the op picks the sites after I mean there are a bunch of other casinos out there that has good reviews and a quarter million dollars with a 1 million total wager it is not a small amount and I heard a lot of cases that people with a lot of money sometimes had the problem with the casino.

But after do quick Google search this site actually good reviews according too https://bitedge.com/crypto-casinos/bitcasino-io-casino-review/ https://www.askgamblers.com/online-casinos/reviews/bitcasino-io https://www.trustpilot.com/review/bitcasino.io no wonder people just go all in here.

There isnt any need to be specially creative when searching out something on this forum through a third party search engine like google, getting your desired result is as easy as ABC, the simple trick is to always include the word "bitcointalk" in the end of whatever you typed into the search bar, when you do this, rest assured that every single result you are going to get will be based on this forum or things that were posted on this forum.
I have tried this several times and trust me, it has never failed to deliver, not even once.

And speaking of upgrade, the forum's codebase indeed needs to be upgraded or updated, but this may likely never happen if the boss is an old fashioned person who believe in leaving things as they are specially if they are working well.

With OP’s experience, definitely he should shift into other reputable casinos wherein his funds will be more secured most especially that he is known to be a high roller. I know the loss isn’t just a small amount, and we can’t tell exactly if Bitcasino is at fault, but in order to avoid future scenarios like this, OP should be more cautious on where he’s going to gamble, otherwise stealing will never come to an end.

However, on the other hand, I believe Bitcasino is still a reliable casino, and maybe they are already doing some investigation about this. It’s just that the results aren’t final yet as they have to come up also with a justifiable decision, one that will not also ruin their own reputation in the gambling industry.

Lol...this search engine here can make one look like a fool or a liar, it has happened to me many times, it's all irrelevant results or even telling you no match at all where there are enough results to what you are looking for.

I like to use Google and other search engines like yours, I will just be creative with the combination and it brings the right results most times. But this is nonsense, the reliance on third parties for forum tasks is becoming too much. Notwithstanding, the top guy on the forum shared a likely solution to this here even as he admitted that it's an issue.

I guess the whole software of the forum needs to be upgraded.

Based of my perspective, no matter @OP said. This is not because the accident of 88 ETH, but from my perspective these thread are always based on those tragedy. It's not new, how the "VIP" communication is sometimes bad. It's not just in Bitcasino on other casino some user is also facing the same things, so it's just the same. If you bring the unjustify  the VIP system, same in other casino (I have experience in Stake.com, I lost my VIP Host cause not wagering after reaching the VIP) while we all know there is no rules stated during my register/rank up for keep wagering certainly money with time frame to keep the host.

---

The VIP Host, are correct to response you. It's not their responsible for the tragedy, they already response based on their side + there is nothing to do with "Bitcasino" with your case. Good luck with your lawyers, In case you feel being treats bad then you can go to courts.

But, I will know every word are came out on online user who are claiming will gonna to courts. It's never gonna to be happens.........

I appreciate your perspective, but you've missed some crucial updates. This isn't about the 88 ETH anymore. Bitcasino has closed my account without explanation during an ongoing dispute, refused to provide my financial statements despite multiple requests, and has been unresponsive to legitimate concerns. This isn't about patience - it's about a company failing to meet basic standards of customer service and transparency. The issue has evolved far beyond the initial incident, and Bitcasino's recent actions are the real concern here.

I think you've misunderstood my position entirely. I'm not trying to recover the 88 ETH, nor am I asking Bitcasino to refund it. That incident was mentioned once to provide context, but it's not the main issue.
The real problems are:

Bitcasino's refusal to provide my financial statements, which I have a right to.
Their sudden closure of my account during an ongoing dispute.
Their lack of transparency and poor communication.

I'm not "staining their reputation" - I'm sharing my experience as a VIP customer who has been treated poorly. This isn't about the hack anymore; it's about how Bitcasino handles customer concerns and data requests. Please read my updated post carefully before making assumptions about my intentions or the situation.

Its really like you are so desperate to regain back your funds, but actually you can't do anything with it. The money you have is already lost and that is out of jurisdiction of bitcasino since the hacking does not happen in their casino. Yeah they are the one know that you sent such huge amount in your wallet but you should consider also that your wallet is already compromised before then the hacker is only waiting for some funds to came then stole it. Many people say it to you but still you are staining the reputation of bitcasino. If you have strong proof that they are the one hack your funds then comeback here and for sure lots of people will help you criticize them and ask to refund you. But its hard to prove your situation so much really better to move on and learn a lesson in hard way. Its really depressing to lose that money but you reverse everything and oblige them to pay you.

right because it's not just OP that they are taking care of, try OP to be a little patient and not push continuously, indeed 88ETH is not a small amount, but in my opinion at least OP and Bitcasino.io are mediating to resolve the problem slowly

So you provided too many details in your starting post, which makes it difficult to understand your true claims against Bitcasino. I assumed that you were accusing Bitcasino of stealing your 88 ETH, and I pointed out the facts that exclude this. As for the administration's attitude towards the VIP client, I really cannot be an expert here, since I am not one.

Hold on. You've completely missed the point and made a bunch of wrong assumptions.
I had over $8k sitting in my wallet for at least 36 hours before the theft. This isn't about some bot snatching funds right after a big deposit. When I said no one could have known about the transaction, I meant the specific timing and amount, not that blockchain transactions are private.
You're oversimplifying a complex situation and ignoring the actual circumstances of my case. My issue with Bitcasino isn't even about the theft itself, but how they treated a VIP customer afterward.
Next time, try asking for clarification instead of jumping to conclusions and telling me I'm "wrong" about my own experience. Your snap judgments aren't helpful and show you didn't bother to understand the situation before commenting.
Don't pretend to be an expert on a situation you clearly don't grasp. It's not a good look.

No, you're wrong. An unlimited number of people knew about this transaction, since all transactions in the blockchain are visible to everyone. At the same time, attackers use bots that signal all large transactions on the network and it is obvious that your 88 ETH belong to this category. Bitcasino responsibility ends from the moment this transaction for transferring funds to your wallet appeared on the network.

Bitcasino.io Update

• August 2024: Raised questions about cashback calculations. Responses from my VIP host were vague and inconsistent.
  
• August 28, 2024: After escalating concerns, my rewards and bonuses were suddenly suspended without clear explanation.
  
  New Events since original post:
  
• Early September 2024: I made multiple requests for financial records, including to Matthew D'Emanuele (CEO) they all went unanswered despite being involved in an active conversation over email with Matthew. Once I asked for my financials Matthew informed me he was referring me to legal, I never heard from legal.
  
• September 8, 2024: Retained a lawyer and had them send a formal demand letter.
  
• September 9-18, 2024: Bitcasino's legal team promised account details but never delivered. They seemed more interested in questioning my lawyer's credentials than addressing the issues. Literally didn't even discuss the issues raised at all.
  
• Late September 2024: My account was abruptly closed during the ongoing dispute, with no explanation provided. My lawyer reached out and asked their legal team about the account being closed, this was the final response we received;
  
  Quote
  "Our client has elected, as is its right, to discontinue its relationship with your client.
  He is not entitled to any further explanation."
  

Current Situation:

• No access to my account or funds.
• Still haven't received complete financial records despite multiple requests.
• Bitcasino's team has gone silent on all fronts.
• No clear explanation for account closure or fund status.

This is beyond sketchy


Lack of Transparency: Inability or unwillingness to provide clear financial records.
Questionable Practices: Suspension of rewards and account closure coincidentally timed with raised concerns.
Poor Communication: Promises made but not kept, evasive responses.
Regulatory Questions: Potential issues with GDPR compliance and other regulations.


Questions for the Community:

Has anyone else experienced similar issues with Bitcasino.io?
What's been your experience with getting account information from crypto casinos?

I'm exploring my options and will update the community on any developments. It's crucial we discuss these practices openly.

As he said, there might still be people who can think negatively about it and they can stick with it up until the end. They are not like us that are open-minded and can understand the situation of those who are having a concern even though at first we got a negative vibe. Scams and personal mistakes are not new but they are normal and can happen or have already happened to all of us, so don't you worry because even without this thread, we are still aware of it and we will do the right measures to avoid it from occurring.

If there is no trail on Metamask, there are only two scenarios that I can think of, and that is, one; the issue can be on the Metamask side like they experience a bug (a visual one). Two, the problem must be from the casino. I know Bitcasino is reputed, so they will surely look at this issue and fixed it ASAP if the issue is from them.

That's strange. I'll give you an example that may illustrate the situation a bit better.

You buy a car, drive it out of the dealership, take it home. You park it for the night next to another car that you own ( cheaper one). In the morning the new car is gone, but the old one is still there.
You find it odd that the thief would take only the newer, more expensive car and suspect the dealership had something to do with the whole thing since only you and them knew about the transaction.
You call the dealership asking them to do something about it, then complain about their lack of support.
Strange, don't you think?

Why didn't you blame Metamask? It's very likely they were responsible for the loss.
I'd check my computer for trojans and unauthorized access.

If you know the casino had nothing to do with the loss, why are you even telling us this story and using it as an argument against them. IMO the only thing worth talking about here is the way they suspended you for threatening them to write to the GCB.

Exactly, on this market we strive to become our own banks, but this comes with the responsibility to secure our coins on our own, so once any number of coins hit our wallet, it is our sole responsibility to take care of them, the most likely scenario is that the wallet of the OP was compromised long time ago, but the hacker did not took action immediately thinking that someday they will be able to steal a large amount as long as they were patient, which is what happened and we have seen several examples of this happening before.

Its always been ideal and something that would really be good to look at or being ethical if the said casino would really be making up some clarification or words at least in regarding about on the situation rather than on becoming silent or wont really be making any response at all. We do know that the community would re ally be always loving on seeing out that everything should really be well explained or something that do talks about transparency. We arent saying that we are really that doubting their credibility but we do really know that transparency will really be always that recommended or something that prefer. As for the situation that learning
up some lesson due into these kind of situations then its inevitable since there's something that we cant be able to do. This is why seeing something on whatever in regarding or in really that in connect about such situation.

Speaking about good gesture on casinos part then it is really that indeed true that it will really be that recommended that they should at least making up some clarification because its
really that impossible for there are no criticisms towards these kind of keeping silent in regarding on the situation.

And his insisting the involvement of the casino for the disappearance of his balance so he cannot really say he's not accusing but base on the words he posted its like he's pointing out that Bitcasino is at fault of this issue what he encountered.

To many people suggest him to move on and I think that's better action to do since for sure he cannot do anything on that lose funds since there's no one can return it back to him. Although its really disappointing to lose such huge amount of money, but he cannot do anything with it and make this scenario as lesson that he should be more careful dealing with multiple platforms online to avoid getting similar issues. I don't know if casino could investigate this matter, but if they are willing then its good gesture to be done in their part.

Agreed, whichever way we try to interpret this..this is tinted with that accusation being delivered as positive criticism and its there for all to see.

As of the metamask situation...if wallet is connected to a platform this generally means coins can only move in one direction so if this $165k doesn't have any money trail on your Meta address then it's of great concern that deserves to be investigated for the security of its player's and the platform. Just hope the casino gives it another look to see what's really going on.

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.

Well, as much as I've always believed that no business in the world is perfect, and can 100 percent satisfy all their customers, I still think it's completely unfair to mistreat high value customers and even go as far as deranking or taking their rank from them when ever they rise up to point out issues the management of the casino really need to fix, I've always thought that being a vip player on a casino isn't just about wagering alot of money and earning bonuses, but also about having some special privileges to be close to the core management of the casino and from time to time, suggest some important improvements for the casino to ensure it's continuous growth and reliability.

Bitcasino is one of the casinos i hold in high regard after Stake, and if all that you have shared here is true as to your experience as you claim it is, then it simply means that even high trusted casino may sometimes have some skeleton in their cupboard which no one know about.

If I am not mistaken, Bitcasino have an option to either register/login normally, or simply login to the casino by connecting a web3 wallet like Metamask or trust wallet, if I am correct, then it simply means they know exactly what happened with the 88 eth that was withdrawn from your wallet, but then, owning up to this is why you and I know that they can't possibly do.

Doesn't the term 'whistleblower' apply to someone who worked at a company and screwed them from the inside by reporting their illegal activities? This is why I feel that you aren't considered a whistleblower op.

Also, no casino(Especially crypto gambling sites) out there is 100% transparent thanks to their constantly changing T&C. Understood your rant, but your post won't really change anything.

So basically you kept playing and spending money on that casino for 5 years, but now you are complaining about their overall service?
I don't get it. If you had legitimate concerns about the quality of their service, why did you kept spending money on that casino for 5 years?
Are you a gambling addict? 1 million wagered seems like a lot or money.
It seems to me that you are actually trying to accuse the casino about this "88 ETH incident", even though you are stating the opposite.
Why are you so afraid of accusing the casino for stealing 88 ETH from you account? Are the withdrawals in the casino processed manually?
If the answer is yes, then this seems like a huge evidence that someone working in this casino had access to your 88 ETH.
Anyway, I don't believe your story, because you are accused by another forum member for scamming 4 years ago.

You keep mentioning that you don’t want to accuse Bitcasino for the 88ETH loss on your wallet yet you keep emphasizing this 88ETH all over your thread about your Bitcasino frustration.

You are trying guilt trip Bitcasino for your loss hoping they will compensate as good gesture but there’s no way a casino will be involved on funds that withdrawn from your own wallet. Do you connect your wallet on Bitcasino through web3(assuming Bitcasino supports web3).

I'm sorry to break the bubble but with your tone and on keeping or mentioning about the 88 ETH you've lost, it seems that you are pointing to Bitcasino.io as instrumental.


And probably this is why they are defensive and not responding to you because of this "accusation". Even if you say that you are not accusing them, they why involved this story? You might want to transfer to another casinos if you are not satisfied on how they treat you as a VIP.

Trust me, even if you stated that you’re not accusing them of being involved in the mysterious disappearance of your ETH from your wallet - whoever actually goes through your post would instantly be able to tell otherwise due to the number of times you mentioned the incident. I personally haven’t read about the 88ETH but going through this post has already given me a glimpse of how you actually feel - so don’t feel bad if someone (like myself) thinks that you’re actually blaming them for the incident because that’s the vibe we got from your post.

And now back to the VIP issue, as others have said - it would have been better to just look for a casino that is willing to transfer your vip level to their site (several casino do that) and then continue your activity there rather than staying at bitcasino and being treated the way you don’t like.

Even if you aren’t explicitly accusing them of theft, your statements suggest there is some suspicion on your part. If the ETH was already in your wallet, there is no way for them to take it back unless you gave them access to your private key or you signed an approval transaction that compromised your wallet.

Making a withdrawal doesn’t require you to approve anything so it is doubtful that Bitcasino had anything to do with your stolen funds. You can try retracing your steps by looking at your history on Etherscan to see if you might have interacted with a malicious DApp previously. It might also be that you had malware on your device.

I understand your frustration but I can’t fault them of wrongdoing for failing to investigate your stolen ETH when you did not provide any evidence of their involvement. The cashback terms might be unfair and confusing, but fairness is subjective to each player. If enough players are satisfied with the VIP perks they won’t feel they need to change them.

Make up your mind man do you feel the casino is  involved or not?



We are commenting based on what you are posting. You don't have to be an asshole to us for you contradicting yourself and us commenting on that. You want to talk about how badly they treated you by not helping you with an issue regarding your wallet??? What site gets involved in a players wallet issues? They cannot get involved in case some bullshit happens and they get blamed for it. Better if they let a user handle their own mess.

You also need to read the rules of the forum and stop breaking them before you get reported and banned. You cannot reply to each person in a separate post back to back. There has to be a reply from someone else in between your responses. You can reply to multiple people in 1 post though. It's not hard to do.

Let me be clear: I’m not accusing Bitcasino of being responsible for the 88 ETH loss. Never have, and I hope I don't have to keep repeating that. In fact, when this whole thing went down and I posted about it elsewhere, I explicitly said I didn’t think the casino was involved.

The irony here is just incredible. When I posted about this on Reddit, people couldn’t believe I’d trust an online casino at all. Now, I’m not even accusing anyone of anything with the ETH loss, yet I’m getting replies defending the casino against accusations I never made.

Mentioning the 88 ETH incident in my post was about how it was handled—how Bitcasino failed to support a VIP player facing a major issue. It’s about their crappy customer service, not about who’s to blame for the loss.

The main point of my post—clearly missed by some—is pushing for better standards in customer service, transparency, and VIP treatment across the industry. It’s not about pointing fingers for something in the past; it’s about demanding better practices going forward.

Oh, I see we’re still making assumptions.

You’re saying I’m accusing Bitcasino, yet I’ve clearly stated multiple times that the 88 ETH loss wasn’t the primary focus of my post. But sure, if you want to twist my words, go ahead. For the record, I didn’t even think Bitcasino was involved until recently, despite what many commenters on Reddit suggested when I posted at the time. In fact, I defended Bitcasino back then—good one though.

As for how they treat their VIPs, let’s just say I’m a regular enough depositor to be halfway through Diamond Level at Stake. So, you can take your idea of what qualifies as a “high roller” and keep moving.

Thousands per day? Sure, I’ve deposited a quarter of a million dollars in the last 8 months alone. If that doesn’t count as regular or enough for you, then maybe you need to adjust your scale.

Next time, maybe get the facts straight before you try to poke holes in my story.

Thanks for the input, but please try reading more carefully.

Thanks for actually taking the time to understand the situation. I appreciate your empathetic response, especially on the 88 ETH loss and how the casino responded.

Switching casinos isn’t really the point—I already play more at Stake, so this isn’t about where I gamble.

My conversations with Bitcasino.io’s CEO, Matthew after the VIP status was reinstated was aimed at giving them constructive feedback to improve their VIP program. I wasn’t just complaining for the sake of it. I was offering insights that could benefit both the casino and its players.

By sharing this publicly, I’m not just looking for a solution for myself. I want to:

a) Get Bitcasino.io to rethink how they handle VIP player concerns and serious loss investigations.
b) Raise awareness among other players about the need for transparency and real customer service in online casinos.
c) Push for a bigger conversation about what standards should be in place for VIP treatment and account security.

You’re right—their unwillingness to properly investigate the 88 ETH loss was very disappointing, regardless of who was at fault. A more proactive and supportive approach would have been the bare minimum in this situation.

At the end of the day, I want to see improvements across the board. By putting this out there and offering real feedback, I hope to push for changes that benefit everyone, not just the big spenders.

Thanks again for your support and for contributing to this conversation.

Without commenting on your whole story as I am still processing the wall of shit I just read, 1 thing stuck out to me in your story.

You say you're not accusing but you are IMO. I cannot say how they treat their VIPs, but are you a regular depositor? By that I mean thousands of dollars per day/week? Reaching

Thank you for seeking clarification. I want to emphasize that I'm not accusing Bitcasino.io of any wrongdoing regarding the 88 ETH. My concern was more about their response to the incident as a VIP customer. The main issue is the lack of empathy and willingness to investigate, given the significant amount involved and my status as a long-term VIP player.

The better option for the OP right now is to move to another reputable casino he can find in this forum, where they can handle high rollers. Because it seems that his case will be shelved and not really resolve his issues. From now on, don't deposit to this site and try your chances with top casinos found here.
It seems that the casino is not willing to address his issues and they are letting him go as a player. Let us say, they are not the culprit of the 88eth loss, they should have shown the willingness to investigate his case as it is not a small amount.

Oh my bad, I think my network played a slow one on me, and for sure I will apologize for that mistake and thank you for pointing me to that I very much appreciate you bro, now from your comment I was able to visit the official thread of Bitcasino.io and to see that there have been several pages in that thread which indicates long time of community engage that their presence shouldn't be hidden to some forum members like myself, anyways it happens sometimes thing may skip us for whatever reason but all the same, I appreciate you man.

The question here is... why you don't change to another casino if you didn't liked how bitcasino de al with the high rollers. For sure a lot of casinos would be really happy to have a high roller like you and they will give you some nice and huge promotions to ha you happy on the ir site.

I'd like to make things clear first.

If I understand correctly, the 88 ETH in question was already sitting at your metamask wallet when the unathorized transaction happened, no? If so, it'd be difficult to say bitcasino had hand on this when the ETHs were exposed to your system as well.

I understand that the hacking incident were on the peculiar side of things but it's not enough proof to say bitcasino was responsible for it. We can't also say you and bitcasino were the only ones aware of the transactions since we're talking about a public blockchain which many people are monitoring. I reckon more victims would've came along if bitcasino is truly responsible.

I'm surprised you are not familiar with Bitcasino.io, they have an ANN thread here(which is also active). also, Bitcasino.io is owned or partnered with sportsbet.io. the forum search feature is unreliable sometimes so I am not surprised if you didn't get the result you are looking for. you'd be better off using search engines like google if you want to search something in the forum

I try to search for Bitcasino.io on the search box of the Forum and I can't find any information about this casino here in this Forum which means that the casino have no ANN here in the Forum, between that also we have seen forks coming to write complaints about casinos here which doesn't have any official presence here in the Forum but then I have read everything you posted in the ops and what I discovered is that, most casinos have some forms of specialize rules guiding some specific areas of the casino and in this case, Cashback and other rakeback offers fall between that line and at such the casino will say that they have all the right to either give out such bonuses or withhold it, since it their money and their rules, they can do whatever suits them most.

For some reason the support that attended to your Case as mentioned in the ops have acred in the above stated direction and for sure he will and can not help you solve your issues and that is why he clearly stated that in his last comment where he mentioned that theiraynhave to lose you as a gambler and a customer on they site since he likely won't be resolving your issues for you in any ways.

My Experience as a VIP Player at Bitcasino.io: A Cautionary Tale

IMPORTANT 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:


I also expressed frustration about the lack of clear communication and the inconsistent information from different support agents.


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:


She further warned that any attempts to create negative publicity would result in harsher measures, including possible account closure.


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:


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.