RESOLVED: Bitcoincasino.io confiscation of 700,000 rubles

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Castwild
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  • Castwild
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  • Hi, dear LCB.

    I have proved that this casino does not pay winnings and violates its rules. 

    I signed up in bitcoincasino.io on 13 August. I made a deposit 4500 rubles and got 100% bonus. As a result, after successful wagering I had 695000 rubles (10500$) . All necessary documents have successfully uploaded and approved. After it I have been waited for 2 days when I get paid. The words of operators in the chat sounded: "waiting, waiting" and nothing new. This company immediately became to look suspicious for me.
    Today 16.08.19 in 12 p.m. I got such e-mail: "Dear player,
    We inform you about confiscation of winnings and closure of your account due to failed  verification. According to our terms and conditions:
    In case the provided phone number is incorrect, missing or false or the player will not answer the phone call, we reserve the right to confiscate your winnings and/or disable your user account.
    https://www.bitcoincasino.io/terms-and-conditions.

    Another surprising fact is that the rules they sent were not sent to the end) The full version says:
    We reserve the right to make a phone call (to the number specified in the player's profile), which at our discretion may be a necessary part of the verification procedure. Until the account is fully verified, no payment will be made. If the phone number provided is incorrect, missing from the player's profile, incorrect or if the player does not answer the phone, we reserve the right to confiscate the player's winnings and/or disable the account. We will make every effort to contact the player about the withdrawal of funds, but in the event that we are unable to do so within two (2) weeks (by email or phone), the funds will be retained by the Company, as the account verification procedure will be deemed to have failed.
    No efforts has been made by the casino. No e-mail from the casino regarding the wish to contact the casino has been received (especially by email).

    I am trying to contact the manager to get a call and solve this issue, but nobody reacts.

    To make you understand this casino doesn’t even have the line “phone” in the profile. What are we talking about?
    The manager didn’t even bother to specify the contact phone number in order to contact me, , but simply used the “payment method as a way of communication”.According to the casino's rule, they have right to call to player. But they even don't have line "phone number" in section personal data in account. Instead of asking my phone number, they use number in Qiwi account.Qiwi is a russian payment system. It uses phone number as account id. But it doesn't mean that I have to use phone number in Qiwi as my main contact number. It means that they break they own rules and  call to payment method! But even in this stupid case I have possibility to answer.Is it OK? I can make a deposit with a  card. And where would he call in this case? Don't you suspect that the casino simply does not want to pay and came up with a fictitious reason. Even I am ready to answer the payment method, but this violates their own rules, namely clause 9, which states:
    We reserve the right to make a phone call (at the number specified in the player’s profile),
    Well, I think you understand everything. In confirmation of my words, I am sending a screenshot, and each of you can sigh up and see that the profile does not have this line.
    They sent me such answer:

    Good afternoon!
    With the player under the nickname CASTWILD appeared the following situation.
    The player made a deposit with Qiwi, which belonged to a third party, as it turned out. Before the payment was made, the standard KYC procedure was carried out. There were also two attempts to call the player, but for the first time nobody answered the number, the second time a woman answered the phone, saying that she did not know the player.
    As a result, the account was closed and the funds were confiscated in accordance with the casino rules, which states that the use of third party payment methods is not allowed, as well as due to the impossibility of further verification.
    We apologise!
    My answer to manager:
    Hello, dear manager!

    Let's do it by items:

    You have sent rule 9(5), "cut from it" to the post office, which says:

    Your account has been closed because you have not been verified.
    In case the provided phone number is incorrect, missing or false or the player will not answer the phone call, we reserve the right to confiscate your winnings and/or disable your user account.

    Full rule item:
    We reserve the right to call the number specified in your user account, which at our discretion may be a necessary part of the KYC procedure. Until the account is fully validated, no payments will be processed. If the phone number provided is incorrect, missing or incorrect, or the player does not answer the phone, we reserve the right to confiscate your winnings and/or disable your user account. We will use reasonable efforts to contact you about withdrawals, but if we are unable to contact you (by email or phone) within two (2) weeks, funds will be retained by the Company because you have failed to complete the KYC procedure.

    Firstly, your casino does not have a "phone" line in player's personal data on the site. Accordingly, these rules do not apply to me anymore. You called to the payment method - you had no right, nobody was notified about the call, called from a hidden phone number. In the evening of the same day in the chat room, the operator was informed that the calls were received and I am ready to answer right now. I need to be warned. In response: The manager has already left. Okay.
    Further: You now write in response to the claim absolutely different words about "the use of the payment method by a third party and the fact that it does not belong to me". I ask you a question: Why do you think that it does not belong to me? According to a relative's answer to a hidden number, there are no such people here. It is very funny that I will tell you. Secondly, on what principle do you make such inferences? You claim for no reason what you do not know. Are you ready to apologize to me and to the players who read this complaint?
    I prepared a complaint to russian site which considers players complaints about dishonest casinos. I communicate with manager of this site. His nickname is Lenin.
    So as not to be unsubstantiated: I send Lenin proof that I own the number and also the Qiwi payment method. Cellular operator's contract and a screenshot of a kiwi wallet with personal data. After that, I expect full payment and an apology from the casino.

    Lenin's answer(complaints administrator):
    Dear agent, the player has provided me with documents confirming his possession of the phone number and payment method (I send you the data for review).
    According to your rules, point 9, you should not have used the payment method as a contact number.

  • Hello Catswild,

    We've sent an email to the Casino Representative regarding your complaint. Keep you posted.

  • Sydney wrote:

    Hello Catswild,

    We've sent an email to the Casino Representative regarding your complaint. Keep you posted.


    I expect thanks

  • Hello, Castwild, Sydney!

    The situation is as follows. The player was asked to upload his documents for verification procedure. Also, phone verification was initiated by the antifraud department. During the first call no one answered the phone, during the second call a woman answered and said, she doesn't know the person they were talking about. After that the phone verification was deemed to be unsuccessful, the account was closed, and the winnings were confiscated according to the terms and conditions (particularly, the clause the player quoted).

  • When calling the payment method (it was out of the rules of the casino) from an undetectable (hidden) phone number, my mother picked up the phone and said she did not know me. You ask why she said that? Because she could have said anything she wanted to say when calling a hidden number, and she had every right to do so. In Russia, spammers and scummers are calling from hidden numbers. Why should someone call from hidden numbers to the payment method? I would like to emphasize that I own this phone number and Qiwi wallet. I gave them proof of this fact. I sent a copy of my contract with provider . l must say that casino's agent received evidence and just ignore me. Why did the casino really want to contact me if they didn't ask me for my contact number and didn't contact me? I understand this only from the side of unwillingness to pay the winnings. I have no other reasons. Qiwi's payment method can only be called by the Qiwi Wallet administration, nobody else and never calls here. Another question for you personally, dear LCB: the phone number uses in Qiwi wallet for the same things like e-mail in Skrill and Neteller.. Would you call the Skrill email address? The same is true for Qiwi wallet.. It is only for payments. The same evening I was told in the chat room that I couldn't get in touch when I found out it was them, I immediately asked them to call me back and I would have no problem talking to the manager. This fact will confirm the casino without any problems, or I'll take a screenshot. What do you think happened? That's right! Nothing. The chat operator said that the manager had already left. No one called me back in the morning and I got a email about which you already know. The whole public is 100% saying that the casino was not legitimate and groundlessly took away my money. I have conducted various polls on casino forums - there is not a single person who would say that the casino made an objective decision. In this regard, I would like you to help me if possible. Thank you.

  • When you deposit they "trust fully" and it is not necessary to confirm identity or to be called by phone ... If the casinos are so afraid of fraudulent players or the source of money, the excellent work done by their anti-fraud departments should do it before that a player deposits. I hope that something can be done legally against anyone who does something wrong, be it the casino or the player.  I hope I have expressed myself well.

  • @BitcoinCasinoIO rep - I suggest your team do a third call attempt. I checked the profile settings for the casino and there is nowhere that asks for phone number.

    @Castwild - please private message the rep your phone number and please make sure you are reachable.

  • We have provided the additional evidences to the forum moderator, unfortunately, the information is confidential and cannot be disclosed here. According to this information, the antifraud department doesn't deem the additional verification reasonable, unfortunately.


  • I hope it's true that they gave the evidence to the moderators. Until they say so, I don't think so. I don't expect them to show the information, but the moderator says the case is closed. In that case I hope the player doesn't get mad at his mother for saying he doesn't know him.

  • BitcoinCasinoIO wrote:

    We have provided the additional evidences to the forum moderator, unfortunately, the information is confidential and cannot be disclosed here. According to this information, the antifraud department doesn't deem the additional verification reasonable, unfortunately.


    Dear agent of Bitcoicasino.io Casino, I look forward to your proofs. In case you have sent proofs to the moderator of the LCB website, I will be waiting for a reaction from him. I can take the call without any problems and proved that the number and payment method belong to me. I haven't broken any rules. If you think otherwise, prove it to me within the limits of your rules, which I accepted during sign up. Thank you

  • Melcb wrote:

    @BitcoinCasinoIO rep - I suggest your team do a third call attempt. I checked the profile settings for the casino and there is nowhere that asks for phone number.

    @Castwild - please private message the rep your phone number and please make sure you are reachable.

     


    Dear Melcb, I ask you to take measures on this casino. I don't like being fooled. This shouldn't happen. I personally provided all the evidence and did not break the rules. You see it for yourself from the complaint. How will we proceed?

    I can send you personally documents which confirm that the phone number and payment method belong to me. This is my contract with the provider. 

    I am ready for any evidence. My main question is: is the casino ready to pay honest winnings and provide evidence as part of the rules? I do not see this yet.

  • @Castwild - moderator Sydney will provide you with an update on your complaint.

  • Interesting. I play there and never had issues being paid even bigger amounts. But casinos have that habits sometimes when a new player win huge from welcome bonus and they don't have records of him around the group they try things like that. But when you are regular across direx nv then you won't have problems being paid by any of their casinos if you are legitimate and followed the rules. I wish you good luck with your issue and hope it gets resolved... Had Karamba casino do that to me over 2000$ cash out from welcome offer and even MGA sided with them saying my bank don't exist (they refused to speak to my bank agent lol) and that canada can't use skrill so it was my fault i couldnt be paid lol. Always have to be careful sadly and never take any money for granted before it,s in your bank.

  • Hello Catswild,

    After we've seen all the evidence from the casino and the evidence you've provided us with, we've asked the Casino Representative to give you one last call attempt to verify your details. As soon as we receive a reply from the Casino Representative about this, we'll let you know what they've decided to do.

  • Sydney wrote:

    Hello Catswild,

    After we've seen all the evidence from the casino and the evidence you've provided us with, we've asked the Casino Representative to give you one last call attempt to verify your details. As soon as we receive a reply from the Casino Representative about this, we'll let you know what they've decided to do.

    Hello, Sydney. Ok I'm waiting!

  • Yesterday early in the morning at 7:33 a.m. 2 numbers called me, one from Germany, the second from Spain. I was sleeping yet. As soon as I woke up, I tried to call these numbers, but no one picked up the phone. Today, just 20 minutes ago, a number from France called, I picked up the phone, but the instant call was dropped. I don’t understand, is this casino calling me, or someone else? Nobody called me from different countries before. Dear representative, confirm if it was you. I don’t understand why it is impossible to coordinate the call, so that I know for sure that you are calling, and not someone else?
    The numbers from which the calls were made:
    Spain - + 346 780 756 **
    Germany - + 4966596255 **
    France - + 337813991 **

  • Hello Catswild,

    We don't know, but we'll ask the Casino Representative if someone from the casino tried to call you again.

  • Just 10 minutes ago, SOFTSWISS antifraud called me and we passed verification within 8-10 minutes. I answered all the questions. I was told that the situation will be considered during the day and a notification will be sent to e-mail

  • Hi, Castwild,

    The win has been returned to your account balance successfully.

    Bitcoincasino.io is asking you to accept our deepest apologies in relation to the situation, sorry for any of the inconveniences caused!
    Have a nice day!

  • BitcoinCasinoIO wrote:

    Hi, Castwild, The win has been returned to your account balance successfully. Bitcoincasino.io is asking you to accept our deepest apologies in relation to the situation, sorry for any of the inconveniences caused! Have a nice day!


    I made a request for cashing. Waiting for payment. thank

  • The money was paid in full. Thanks to everyone who supported. Today - I do not recommend playing in this casino. Decide for yourself.

  • Castwild fun fact tho, now that you have been verified completly you could play there without problem. I'm not in any way related to them, i just play there but maybe you should think about it for a moment... Is it a good idea to not return to a casino where you are fully verified and got paid to go and try new casinos where you don't know what to expect and could get same troubles or even worst? Just a tip like that as some direx casinos do shady stuff but usually once you are fully verified on a direx casino, you will always get paid. That's why i play them so much even if i had multiples issues... i always get paid.

  • Oh and they pay quick. Bitcoincasino never took much more than 1 hour in the worst cases to pay my withdrawal while i tried other groups that would take so god dam long to pay that i would end up reversing... which is exactly why they are so slow lol. In 2019 with everything being instant, casinos taking 1 day + to pay don't do that for any other reason that leave you time to reverse and lose, nothing else.

  • fredos386 wrote:

    Castwild fun fact tho, now that you have been verified completly you could play there without problem. I'm not in any way related to them, i just play there but maybe you should think about it for a moment... Is it a good idea to not return to a casino where you are fully verified and got paid to go and try new casinos where you don't know what to expect and could get same troubles or even worst? Just a tip like that as some direx casinos do shady stuff but usually once you are fully verified on a direx casino, you will always get paid. That's why i play them so much even if i had multiples issues... i always get paid.

    thanks for the advice

  • Castwild wrote:

    The money was paid in full. Thanks to everyone who supported. Today - I do not recommend playing in this casino. Decide for yourself.


    Hello Castwild,

    Thanks for letting us know. The Casino Representative also advised us that they verified your account and paid you in full. Therefore, we're going to mark this case as resolved.
     

  • "If we call the number you gave us and you don't pick up we will take all your money" is one of the scummiest terms I've come across around here.

  • It is very good news that you have been able to withdraw your money and that this case has been resolved! Congratulations! But for the actions of the casino, there will surely be more people who have had problems and do not even know that this forum could help them. I think it would be pertinent for LCB to make a warning about the delay and that they tend to keep what is not theirs, because that would have happened without the help of LCB

  • they stole like 10USD in btc too.. I now is not too much, but can you help? SO weird how they did closed my account

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