CasinoBit.io - 플레이어의 출금이 압수되었습니다.

Hello!

I hope I could get some help with this. Casinobit.io is not paying out my winnings, totaling 8296.60 EUR, but will only agree to pay back the original amount I deposited, 280.01 EUR.

This email explains the reason they give:

Hi Saravus,

You opened duplicate accounts - this is strictly forbidden, as stated in our terms and conditions.

We canceled your withdrawal and forfeited your winnings.

We assume that it was not done on purpose so we reinstated your deposit. We strictly ask you to withdraw your balance (€280.01), after the withdrawal will be done, we will close your account definitively.

If any new Duplicate accounts are found, they will be closed immediately without any refund.

Kind regards,

Team Casinobit.io

However, I have not opened any more accounts than this one account of mine - neither by accident nor on purpose. The casino is only now claiming this is because of a larger win. I have had no problem withdrawing previous smaller wins. Now that I won more, they suddenly think I have more accounts. All this is nonsense.

Hei!

Toivottavasti voisin saada apua tähän. Casinobit.io ei maksa voittojani, yht. 8296.60 EUR vaan suostuu vain maksamaan tallettamani alkuperäisen summan takaisin 280.01 EUR.

Tämä sähköposti kertoo syyn, jonka he esittävät:

Hi Saravus,

You opened duplicate accounts - this is strictly forbidden, as stated in our terms and conditions.

We canceled your withdrawal and forfeited your winnings.

We assume that it was not done on purpose so we reinstated your deposit. We strictly ask you to withdraw your balance (€280.01), after the withdrawal will be done, we will close your account definitively.

If any new duplicate accounts are found, they will be closed immediately without any refund.

Kind regards,

Team Casinobit.io

En kuitenkaan ole avannut yhtään enempää tilejä, kuin tämän yhden oman tilini - en vahingossa enkä tahallaan. Kasino väittää vasta nyt suuremman voiton tullessa tämän syyksi. Aiempien pienempien voittojen nostossa minulla ei ole ollut ongelmaa. Nyt kun voitin enemmän, minulla on yhtäkkiä heidän mielestään useampia tilejä. Kaikki tämä on hölynpölyä.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with CasinoBit.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?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Since when are you a player in the casino, and which bonus led to your win? (deposit, nodeposit, welcome)
• Have you already withdrawn the amount of your deposit that the casino left on your balance?

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

Best regards,

Tomas

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

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

-No one else from the same household or IP address has created an account at the casino. I am the only person using the internet connection and computer I played on.

Could you tell me if you have passed the KYC verification?

-I only received the above email in response to when I sent the KYC documents, which they only asked for when I won a larger amount. Identity verification was never asked before. The casino also advertises 100% anonymous. So is KYC only related to me winning a larger amount? It seems so.

What games did you play to build up your current casino balance? (slots, live games, sports betting)

-video poker and slots

How long have you been a casino player, and what bonus led to your win? (deposit, nodeposit, welcome bonus)

-I played at the casino without deposit bonuses. I opened my account on May 15th. I did get cashback bonuses and I always wagered the required amount in them according to the rules. This winning, which they are not paying now, came directly from my own deposited money without bonuses.

Have you already withdrawn the deposit amount that the casino left on your balance?

-Yes, I was able to withdraw 280 EUR, the original amount I deposited.

I think the casino should understand that it cannot withhold winnings for fictitious reasons. It is not fair that a player can only withdraw and take out the money they have earned from games if they lose or win a little, but not if they win a larger amount.

Onko mahdollista, että joku taloudessasi oleva tai samaa IP-osoitetta käyttävä henkilö on myös luonut tilin tälle kasinolle?

-Kukaan muu samasta taloudesta tai samasta IP-osoitteesta ei ole luonut tiliä kasinolle. Olen ainoa henkilö, joka käyttää kyseistä nettiyhteyttä ja tietokonetta, jolla pelasin.

Voisitko kertoa, oletko läpäissyt KYC-vahvistuksen?

-Sain vain tuon ylläolevan sähköpostin vastauksena siihen kun lähetin KYC-dokumentit, joita he pyysivät vasta kun voitin isomman summa. Koskaan aikaisemmin henkilöllisyyden vahvistamista ei kysytty. Kasino myös mainostaa 100% anonymous. Liittyykö KYC siis vain siihen, että voitin isomman summan? Tuntuu siltä.

Mitä pelejä pelasit kerätäksesi nykyistä saldoasi kasinolla? (kolikkopelit, live-pelit, urheiluvedonlyönti)

-videopokeri ja kolikkopelit

Mistä lähtien olet ollut kasinon pelaaja, ja mikä bonus johti voittoosi? (talletus, nodetalletus, tervetuliaisbonus)

-Pelasin kasinolla ilman talletusbonuksia. Avasin tilini toukokuun 15. päivä. Sain kyllä cashback-bonuksia ja kierrätin niissä aina vaativan määrän sääntöjen mukaisesti. Tämä voitto, jota he nyt eivät maksa, tuli suoraan omalla tallettamallani rahalla ilman bonuksia.

Oletko jo nostanut kasinon saldollesi jättämän talletussumman?

-Kyllä, sain nostettua 280 EUR, alkuperäisen tallettamani summan.

Minusta kasinon pitäisi ymmärtää, ettei se voi tekaistuin perustein jättää voittoja maksamatta. Ei ole reilua, että pelaaja saa nostaa ja ottaa peleistä saadut rahat ulos vain, jos häviää tai voittaa vähän, muttei silloin jos voittaa isomman summan.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Peter ([email protected]), 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 there,

Thank you saravus for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask CasinoBit.io for their help in resolving this complaint. We would like to know why the player's winnings were confiscated and what we can do to help resolve this issue.

Thank you!

Hello there,

Thank you saravus for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask CasinoBit.io for their help in resolving this complaint. We would like to know why the player's winnings were confiscated and what we can do to help resolve this issue.

Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello,

Following a thorough investigation, we have confirmed that multiple accounts were created and accessed from the same IP address. These accounts exhibit identical gameplay patterns, particularly on Video Poker, clearly indicating coordinated activity. With our tools, our internal analysis confirms that this is a coordinated effort by a professional group of players.

As stated in our Terms and Conditions, the creation or use of duplicate accounts is strictly prohibited. We understand that players rarely admit to using multiple accounts, especially when winnings are involved. However, the evidence is conclusive, and our decision is final.

Furthermore, we have already shown commercial goodwill by refunding your initial deposit in full. This reflects our fair and professional approach despite the breach of our rules.

This matter is now considered closed, and we will not respond to further claims regarding this issue.

Kind regards,

Team Casinobit.io

Thank you for the update CasinoBit.io representative. Would it be possible to provide me with evidence of multiple accounts? You can forward any information to my email. ([email protected]) Thank you in advance for your cooperation!

Hello,

CasinoBit.io's response now clearly shows that they are creating an explanation out of thin air, because they did not express the matter this way before, but rather:

"You opened Duplicate accounts - this is strictly forbidden, as stated in our terms and conditions.

We canceled your withdrawal and forfeited your winnings.

We assume that it was not done on purpose so we reinstated your deposit"

Now:

"These accounts have identical gaming patterns, particularly in video poker, which clearly suggests coordinated activity ."

How could there even be unintentional but at the same time coordinated action? The casino's scheming is now really disgusting, but this inconsistency also already reveals their character. My computer and IP address have definitely not been used for multiple accounts. I hope you can figure it out and see if CasinoBit.io starts, for example, presenting fake evidence on top of everything. I hope this doesn't happen.

Hei,

CasinoBit.io:n vastauksesta näkyy nyt jo läpi selittelyn luominen tyhjästä, koska he eivät suinkaan ilmaisseet asiaa tällä tavoin aiemmin vaan:

"You opened duplicate accounts - this is strictly forbidden, as stated in our terms and conditions.

We canceled your withdrawal and forfeited your winnings.

We assume that it was not done on purpose so we reinstated your deposit"

Nyt:

"Näillä tileillä on identtiset pelikuviot, erityisesti videopokerissa, mikä viittaa selvästi koordinoituun toimintaan."

Miten voisi edes olla tahatonta mutta samaan aikaan koordinoitua toimintaa? Kasinon vehkeily on nyt todella härskiä, mutta tämä epäjohdonmukaisuus myös paljastaa jo heidän luonteensa. Koneeltani ja IP-osoitteesta ei ole käytetty todellakaan useita tilejä. Toivottavasti pystytte päättelemään ja näkemään, jos CasinoBit.io alkaa esim. kaiken päälle esittämään väärennettyjä todisteita. Toivon ettei näin käy.

Hello,

The evidence is clear, and our Terms and Conditions explicitly state that duplicate accounts are grounds for immediate account closure.

This decision is final.

Kind regards,

Team Casinobit.io

If I understand correctly, the casino claims that multiple duplicate accounts appeared for me at the exact moment I won a big sum. But why? How do I even know that any duplicate accounts exist? And if so, how do I know that the casino could not have created them themselves? If I had opened multiple accounts, why would I have opened them at the exact moment I was trying to withdraw a bigger win? Surely no reasonable person would do something like that when it is against the rules and it would risk not getting my winnings?

This is not normal casino behavior. This is 100% evasion of responsibility for the payment of winnings.

Jos ymmärrän oikein, kasino esittää, että minulle ilmestyi useita kaksoistilejä nyt juuri sillä hetkellä, kun voitin ison summan. Mutta miksi? Mistä edes tiedän, että mitään kaksoistilejä on olemassakaan? Ja jos on, mistä tiedän etteikö kasino olisi itse voinut niitä vaikka luoda? Jos olisinkin avannut useita tilejä, miksi olisin avannut niitä juuri sillä hetkellä, kun yritän nostaa isompaa voittoa? Ei kai kukaan järkevä ihminen tekisi sellaista, kun se on vastoin sääntöjä ja se riskeeraisi saamasta voittojani?

Ei tämä normaalin kasinon käytöstä ole. Tämä on 100% vastuun pakoilua voittojen maksusta.

Hello,

The evidence is clear, and our Terms and Conditions explicitly state that duplicate accounts are grounds for immediate account closure.

This decision is final.

Kind regards,

Team Casinobit.io

Thank you for providing me with the information CasinoBit.io representative. I have responded to your email and I await your response.

Dear saravus, I will keep you informed about any new developments. Thank you for your patience during this time!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi,

We will not spend more time trying to convince you, as we have already spent a lot of time reviewing this case.

The IP evidence alone is enough to confirm this is a duplicate account, and that is sufficient for us to close the case. Our Terms and Conditions clearly state that duplicate accounts are not allowed.

We have many players, and we often see people trying to open multiple accounts. We are very strict about this and will not change our policy for anyone.

The proof we have is enough to confirm a duplicate account. Our decision is final and will not change.

Thank you for your understanding.

Team Casinobit.io

Thank you for the clarification CasinoBit.io representative. While we understand your need to protect your establishment, IP address similarity alone is not a sufficient reason to justify blocking an account. IP addresses are dynamic, and multiple users may share the same address through a common internet provider. While this can indicate potential fraudulent activity, we recommend seeking more conclusive evidence of multiple accounts. As you remain firm in your position, we will close this complaint as unresolved.

Dear saravus, I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. I am sorry I could not be of more help on this occasion.

Best regards,

Peter