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I was in the process of verifying my account for withdrawal when, out of the blue, I was accused of having multiple accounts that I did not recognize, resulting in the confiscation of my balance.

This was my first time playing, and I would like an investigation to be carried out to see if there is enough evidence to justify such a unilateral confiscation.

出金にあたりアカウント認証のやりとりをしている途中で身に覚えのない複数アカウントを持っていると疑いをかけられ残高を没収されました。

初めてプレイしたのですが一方的に没収するほどの証拠があるのかお調べしていただきたいです。

Dear gongdehuixing,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

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

• 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 accumulated your winnings with the help of a bonus?
• Could you please share your communication with the casino? 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

Is it possible that your family or someone using the same IP address has created an account at this casino?

Not.

Please let me know if you have passed the KYC verification.

I didn't pass.

Did you use the bonus and save your winnings?

Yes, I used my first bonus.

あなたの家族や同じ IP アドレスを使用している誰かがこのカジノでアカウントを作成している可能性はありますか?

ないです。

KYC 検証に合格したかどうかを教えてください。

合格していません。

ボーナスを利用して賞金を貯めましたか?

はい、初回ボーナスを使いました。

Thank you very much, gongdehuixing, for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@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.  

Hello, gongdehuixing!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Hello Casino Guru Team,

The user contacted us on 28/04/2024 at 16:00 GMT about the status of their withdrawal. As our Player Safety and Assurance team believed the account to be violating our terms and conditions, they started the verification process with the user. 

After a thorough investigation, our Player Safety and Assurance team found the account to be violating our rules 3.4 & 3.5 and 8.6 in our Terms and Conditions, which you can read here: 

https://bitcasino.io/help-center/help-terms-and-conditions/bitcasino-terms-and-conditions-of-use-of-services-of-the-company

Our Player Safety and Assurance Team emailed their final decision to the user, thoroughly explaining the reasoning and informing them they could withdraw their initial deposit amount. 

if you need any further information, please let us know.

Kind regards,

Bitcasino Team

Thank you for your response, Bitcasino Team!

Please, provide evidence of multiple accounts to my e-mail: pavel.k@casino.guru. It will not be shared nor with player neither anywhere else.

Hello team,

We have now sent you an email with further information from our side.

Thank you and let us know if we can assist further.

gongdehuixing, we have received evidence from the casino that confirms that you have abused bonuses from multiple accounts which we consider unfair. Therefore, I must reject your complaint. Do you have any further comments?

I would like to thank the casino with for their assistance with the issue.

Dear gongdehuixing,

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.

Thank you for your cooperation.

協力いただきありがとうございました。

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.