Bitcoin.com Games Casino - プレイヤーのアカウントは閉鎖されました。

The actual amount is 2.6btc, but I cannot find BTC in the dropdown / the CAD price is changing rapidly with everything going on in the market.

Over the last month or so, I had been playing, and very lucky, at Bitcoin Games Casino. It seemed like the perfect casino - it was fun, it was BTC based, and there were no withdrawal or deposit limits. I was loving it.

I was aggressively playing - typically the max or close to it - exclusively on slots (and only a couple of slots that I really liked).

I had several wins that were large, and eventually paid out; usually after 48hrs. I was a little anxious with each payout, and a little aggravated when it took longer than 48hrs, but generally, I couldn't have been happier.

Over the past week however, I had several more wins - totalling 2.6btc and this time the payments weren't coming. I continue to ask for updates, asked to speak with a manager, etc -- and then, out of no where, the casino wrote, claimed I was playing fraudulently and said they had closed my account, confiscated my winnings and even dared to say I owe them money for the withdrawals I had received.

I genuinely cannot even begin to understand what they believe happened; other than just not wanting to pay me out. Yes, I won, but as you'll see from the logs, I also was depositing a huge amount. Typically, I withdrew so I could keep tabs on my overall number (and out of fear that something like this would happen) and then immediately deposited again. I even deposited additional money when a withdrawal was requested because I assumed that meant it was all good...

Though the casino gave me a 'form letter' explination, they haven't actually said exactly what they believe happened. I really wish they would be I litterally did nothing other than deposit, spin, win/lose, repeat. Any investigation would show that, so my hope is that it's a misunderstanding (maybe people don't play as much as me?) and not them trying to scam/fraud me out of a winning. I've said it before, but I'll say it again - I was on top of the world and honestly expected the email from the casino to be one asking if they could use my name/story on their website to celebrate a winner -- not that they weren't going to pay me out.

Along the way, my "VIP" manager was apologetic, said it was with the payment team and offered me cash back bonuses on my deposits while I waited. I kept depositing right up until they closed me account 🙁

Dear reggiestyles,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please advise when exactly you received your last withdrawal? What was the amount (if you remember)?

Have you accumulated your winnings with or without an active bonus, please?

If there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Hi Kristina,

Thank you for the help.

1. I was playing without any bonuses. (I believe one time I was the highest gambler of the week and won $300, but that was gone in a few of spins)
2. I actually downloaded all the records of my transactions (deposits and withdrawals). I will forward them to the email provided so you have the full history.
3. I also downloaded my game history and will send that to you as well. Their website doesn't refresh probably when changing date ranges, so it's broken up, but hopefully it help.
4. Though the casino never actually said what they believe I did, I assume they think my luck wasn't real. While I'm no expert when looking at the game history, I assume anyone who is can look at it and see that it was just me, on my phone doing exactly what a player is supposed to do -- play 🙁. Hopefully you and the team are more familiar and/or you can get the casino to relook. Since I didn't do anything, I have to assume an honest look would show that!

Thanks again - I really, really hope they are will to just look over the facts again. Unless they are just trying to scam players, my assumption is someone made a mistake because they probably only have wins like this a few times a year.

Thank you very much reggiestyles for your reply. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello reggiestyles.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Hi Jozef,

We have analysed this complaint and would like to clarify some of the points raised:

• We completely reject the accusations of trying to scam players. We are a long standing website and we frequently pay big wins to our players (as our records clearly show). In this case, the player has withdrawn much more than he has deposited and we never had any issue processing the wins in a timely manner, until the account was flagged.

• In the beginning of May our fraud / automated systems identified suspicious activities in the account. Following that, we completed a thorough investigation that confirmed the existence of abuse. This is when the account was closed.

• To protect our players and our website, we can not disclose the exact triggers and the details of the systems used in public forums like this one. This is a standard procedure for any casino.

Best regards,

Bitcoin.com Games

Hi Jozef & Bitcoin Games,

I’m not sure if I’m supposed to respond before Casino Guru does, but wanted to add my initial response/questions in case it helps speed things along to resolution.

• It’s true: I was lucky at the casino and had/have withdrawn more than I have deposited (Simply put, I was "up"). It’s also true that I had no problem receiving those withdrawals - minutes for small amounts and about 48hrs for larger wins/withdrawals. What caught me off guard, and made me question if the Bitcoin Games Casino was scamming me (which I didn’t want to believe) or if they had made a honest mistake that simple communication with me would resolve, was that when I won again, despite the fact that I know I did nothing wrong, my account was frozen, my funds were not paid and they started demanding I return the winnings I had been paid. Without any other details, that certainly doesn’t sound like any legitimate casino I have ever played at.

• The timing described by Bitcoin Casino is correct, as you can see from my uploaded transactions and game logs. 0 dispute here. Obviously though, I wholeheartedly dispute their "investigation" and knowing that I did nothing wrong (I simply played slots - specifically 2 Playson games) I’m 100% positive the facts do/will show I’m correct. To date, the only statement Bitcoin Games Casino has made, to explain confiscating my winnings has been "we established that a betting strategy was indeed being used and it's very clear to see looking at the results obtained". As described above, and visible in my game logs, it’s clear to see that I had absolutely no "strategy", but was simply depositing, betting max (or close to max) and withdrawing when I was done for the day or when I reached a large number (like 1btc). Beyond that, I think it’s fair to say that everyone agrees that there is no ‘betting strategy’ that works/impacts the randomness of slots …This is where the whole ordeal becomes so confusing. I was a winner at your casino, and that seems to be the only issue you had with me. Again, I don’t want to claim that Bitcoin Games Casino isn’t legit, but when the issue you have with players is simply that they win, it’s difficult to come to other conclusions.

• In terms of revealing confidential information, I don’t believe anyone is asking you to do so. Casino Guru has the ability to hide sensitive information (they haven’t posted my game logs or deposit history for example). My ask, and what I’m sure any player would like to hear, is for you to describe what it was about playing slots and winning that was problematic.

I’ll add that although Bitcoin Games Casino is a no-KYC casino, I have provided my full personal details as part of their VIP program and have offered to connect via Skype, phone, Zoom or any other means. I have nothing to hide, and no reason to stay anonymous because I have done nothing wrong. I have tried, and will continue to try to assume the best - I have run support and automation teams and I know sometimes mistakes are made - but as of yet you have made zero effort to connect, describe what issues you believe you saw or deal honestly and transparently with me to resolve this issue. 

As I said before: I loved the casino and was excited to be celebrated as a big winner. 

Looking forward to your (detailed) response or outreach.

Dear Bitcoin.com Games Casino.

Thank you very much for your cooperation. Unfortunately, we do not consider your explanation to be sufficient. Please, could you provide us with more information about the existence of abuse? Of course, we respect your privacy, so could you forward it to my email address, jozef.k@casino.guru?

Is the player's statement correct that the winnings were confiscated because of "betting strategies"?

Hi Jozef,

Thank you for your contact. Please note that we have sent a follow up by email.

Hello there. 

I am confirming the casino statement. We will evaluate all the information and get back to you asap. 

Thank you for the update. I’m still very much in the dark here, so let me know if there is anything I can do or provide on my side to keep this moving forward.

I am extending the timer 7 days because there is still ongoing discussion with the casino team. Let me know if you have any questions.

Dear reggiestyles.

There is still ongoing discussion with the casino team, I will get back to you as soon as we finish, it should not take more than 7 days.

Thank you for the update.

I’m remaining optimistic and appreciate your efforts. And, while I haven’t heard from the casino personally, or on here very much, I appreciate them as well for continuing to be in discussion with you. Solutions come when people are willing to talk, so I’m glad communication is ongoing.

Please let me know if there are any new developments or if anything is needed from me.

Hi reggiestyles,

the discussion is still not finished. I am extending the timer by 7 days.

Thanks again, Jozef and Bitcoin.com Games Casino. I too hope this will be the last extension, but I also trust the process and appreciate both sides continuing to engage in active conversation. I don’t want to rush anyone, but please know (both sides) that as I’ve always said, I’m available for direct conversation as well if needed at any point.

Looking forward to the next update and/or resolution.

Hello reggiestyles,

I am sorry, but I have to extend the timer one more time, our discussion with the casino team is still not finished.

Thanks for the update, Jozef. I really appreciate the effort and attention from both sides. Hopefully things are resolved soon - as it’s been almost 2 months - but I’ll remain patient and hopeful. As I say every time, I’m available if there’s anything I can do to help.

Hi reggiestyles,

thank you for your patience, I am forced to extend the timer by 7 days, hopefully we will reach the end of resolution soon.

Okay, thanks for the update. I’m hopeful things are progressing. Please let me know if there is anything I can do.

Reggie, the discussion with the casino team has still not finished, we are still exchanging information. I am forced to extend the timer by 14 days. Please, let me know if you have any questions.

Thanks, Jozef.

I really hope we can get this resolved as it’s been over 2 months since the wins, but I understand it takes time to work through all the details.

As I have said from the beginning, I really liked the casino, and i know I wasn’t doing anything inappropriate. If there is any way I can help demonstrate that, I’m happy to do so. (I have game logs from other casinos for example — where I tend to play the same games but am down … happy to share anything with both parties if it helps). Otherwise, please continue and update me as soon as possible.

Thanks again - I know both Bitcoin Games Casino and Casino Guru are putting a lot of time into resolving this. I really appreciate it from the bottom of my heart.

Hi reggiestyles,

As we discussed, I have to extend the timer by another 14 days because the discussion has not finished yet.

Thank you, Jozef. I’m remaining patient while both sides continue the discussion. I do want to point out though, that at the end of this 14 day discussion, it will have been over 3 months since my winnings.

I don’t want to rush anyone, but I do want to offer to connect directly / participate if there is any value or help in doing so. I’m always available for a Skype, FaceTime, Zoom or other call. I very much want this to be resolved and am willing to do whatever it takes to help that happen.

Thanks again - I look forward to the next update and hope we’re getting close!

kind regards

Hi reggiestyles,

I am very sorry, but I have to extend the timer by 14 days since the discussion has still not finished yet. Thank you very much for your patience.

Thank you, Jozef. Obviously I wish we were at resolution by now, but I continue to appreciate the conversations being had on both sides. I know I’m a broken record here, but I will say once again: I am more than willing to join a call/video directly. I know both sides have a perspective, but as the person depositing/playing/winning/losing, I can potentially shed light on anything that’s unclear. Just let me know - happy to connect at any time /day that works for others.

Thanks again - I hope everyone is as eager as I am to resolve this in a meaningful/appropriate way.

kind regards,

Hi. Jozef.

I wanted to thank you for all the effort and support and let you know that the misunderstanding with the casino has been resolved. Please feel free to withdrawal this complaint 🙂

Hello Reggie,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards, Jozef

jozef.k@casino.guru