Bitcasino.io - プレイヤーの賞金は没収されました。

I was registered in casino on 06.02.2025. On 25.02. I made a second deposit in casino and gained my first winning. I requested a withdrawal but it was rejected on 01.03 and all amount confiscated from my balance. After I contacted support by email and they replied that:

Our security system has flagged your account. Therefore, you are not eligible for promotions under our Terms and Conditions.

Under rules 8.4 & 8.6:

8.4. All Website offers are intended for recreational players and the Website may in its sole discretion limit the eligibility of customers to participate in all or part of any promotion.

8.6. Rewards can only be received once per person/account, family, household, address, email address, IP addresses and environments where computers are shared (university, fraternity, school, public library, workplace, etc.). The Operator reserves the right to close your account and confiscate any existing funds if evidence of abuse/fraud is found

Therefore, the balance had to be adjusted as it was derived from the rewards.

For me the reason of confiscation is still unclear because I made only 2 deposits in casino and it was my first winning.

Please help me to clarify the case.

Dear Faran,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Bitcasino.io.

Please allow me to ask you a few questions, so I can better understand the situation.

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Could you please advise if you have passed the KYC verification?
• Have you contacted the casino and asked for clarification?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Dear Faran,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear Tomas,

Sorry for delay.

I am sure that nobody from my household or someone else used my IP or created account in the casino.

I am requested to pass face verification. I was going to verify when I found that amount was confiscated so I didn't continue the process. I was not informed from casino side about confiscation, so I sent email to them asking the reason. I forwarded the email to you.

Thank you.

Thank you very much, Faran, for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear Faran,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Bitcasino.io's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Bitcasino.io,

Could you please provide detailed information about this case and outline the reasons why the player's winnings were confiscated?

Thank you in advance for your response!

Best Regards,

Kubo