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I tried to raise my money but they told me they need to verify my account with my documents I sent everything they asked me I wait 3/4 days for the answer and they wrote me this:Hi bhtali,

Thank you for your email.

Unfortunately, your account verification was not successful due to following reason:

We have acquired evidence that you are acting in breach of our terms and conditions.

Under rule 5.20.

5.20.  If we determine, in our sole discretion, that you are using the "Double Spend" methodology, Bitcasino.io shall void all bets and winnings. Specifically, if you win, then confirm your deposit on the Blockchain and attempt to withdraw, all winnings will be confiscated and your account will be closed permanently. We shall also exercise this right where similar activities are attempted from any connected accounts.

Please be informed that your account will remain closed and no further funds will be released.

Please note that if you attempt to open any new accounts, they will be closed immediately and your winnings will be voided.

Should you have any questions regarding this process please do not hesitate to contact us by replying to this email.

Kind regards,

Bitcasino Player Safety and Assurance Team.

I have not used any double spend so I am looking for help or at least I would like to recover my money that I had put in to play.

I await an answer thanks.

Dear Jessica,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. . We will contact the casino and ask for their cooperation resolving this issue, but, before we do so, could you please advise which payment method you have used?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

thank you very much for your reply. however my payment method was in Bitcoin

Thank you very much, Jessica, for your reply. Could you please forward a screenshot of your deposit from the Bitcoin wallet? Your e-wallet address and the one of casino’s need to be visible. If you’ve made more than one deposit, please send me screenshots of all of them. Any other transactions from your wallet can be covered, we would like to check casino deposits only.

Lastly, could you please advise which Bitcoin e-wallet you own? Looking forward to hearing from you. 

Dear Jessica,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

The problem is that I no longer have that wallet, I only have the email. can it fit you?

You can forward any supporting evidence to petronela.k@casino.guru. However, we will need a payment receipt.

Dear Jessica,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.