Peter Pan: First I will say that bitcasino is not a scam site and they run a great operation. But a bit of a mix up and some revenge on their end and lack of communication the past year has caused me to take this to the forums. I am sad to do this but I am all about equitable and fair operators and this is far from equitable and fair!
I am a regular player on many online casinos with bitcasino my biggest. I have had thousands of coin deposits. For the past year I have been trying to understand why they declined over 100 Bitcoin of withdrawals claiming a KYC security review despite taking over 70 Bitcoin in deposits from me for one account and making a withdrawal of 80 Bitcoin prior.
For over a year they would not speak to this issue or help me out! They told me I had to respond from the e-mail registered. And from the beginning I told them that I could not access that e-mail. Nobody dared to help or help bring this to fruition! They even accepted deposits to this account after the security hold.
I created another account where I made hundrets of Bitcoin deposits and withdrawals and never once did I need to enter KYC.
Peter Pan’s email to Tim Heath
Below is my e-mail to management and response, as well as the transaction history for deposits and withdrawals including when they had the security hold. Support wouldn’t help me! My VIP host told me to forget about it and I am just trying to come to a equitable solution:
Thanks, I appreciate your help.
I made over 80 Bitcoin deposits using no bonus at all and received no bonus to that account. You guys cashed out my first withdrawal and for no reason put a security alert on that account and offered not a single work around communicating with me outside the registered e-mail which was communicated that I could not access.
I have tried to bring this up to support, but they won’t speak to this matter. My VIP host will not speak to the matter and yet over the past year I have still made how many hundrets/thousands of Bitcoin deposits into my other account?
I’ve been with you guys a long time. I try and be as equitable and fair as possible, but nothing about this situation seems fair. Nobody has explained why a security block was piut on my account or even attempted to work on a solution to help their player out.
You denied any withdrawal regardless of the amount and the total denied is ~ 100 Bitcoin on top of the 75+ Bitcoin I deposited! This is not or has ever been a small sum of money and I really trying to get to a place, where if you were in my shoes, feel like a targeted reverse scam?
The silence around this occurrence and complete disregard for any transparency around the player’s deposited funds or funds won is quite simply unfair! There was no justification for the security block after accepting deposits. Play is anonymous, yet you wanted verification? I am not a greedy person. I am looking to work towards an amicable and equitable resolution within the coingaming and bitcasino management.
Tim, I am trying to handle this in the most appropriate way possible. We have known each other for some time and I have been a rather significant player for your site the past few years.
Can we come to some type of terms where we can move forward? I really just want to put this issue to bed and not completely feel taken advantage of, as you know I’ve had my fair share of unethical beats from operators.
You guys have been good to me through the years and I never thought otherwise. This is just not something that I can really understand or would expect. I figured you might not really be in the loop?
Response from the Bitcasino.io scam support
Hope you are doing well.
I wanted to touch base with you on the concern you raised in regards to one of your previous BitCasino accounts – honeyhoney1.
Your withdrawal requests were declined back in June 2016 due to security reasons. However, the documents were received from you did not pass KYC verification. After that, you continued playing and lost the entire account balance. In our terms and conditions, we reserve the right to KYC our players for any withdrawals exceeding the equivalent of 1 Bitcoin.
This is a standart procedure required to help you stay safe from any fraudulent activity, especially bearing in mind that you have multiple related accounts on our website. Tim has been on top of your case and I can assure you that no funds have been confiscated or misplaced.
Upon reviewing the information you have provided and based on our refund policy, we have concluded that a refund will not be issued in this matter.
Please have a read through the above and let me know your thoughts. You have been a loyal customer of ours for many years and I really do hope we can put this all behind us.
All the best, Christina
Another response from Tim Heath
Here is another reply from Tim Heath. FYI, the Skrill funds were never charged back. Skrill got suspicious and they were informed it was a casino I was sending funds to and denied his funds. I offered to split the difference with him but he ignored that request.
On Wed, Dec 13, 2017 12:53 AM, Tim Heath [email protected] wrote:
This is after you charged back $30k on Skrill and frauded us? Please Jon, you are in the wrong here and we dont appreciate being blackmailed. You made a 2nd account and we had to verify it was you. Once we had done this you were able to withdraw your winnings, like any other casino. You only have yourself to blame that you decided to play, rather than waiting the 24hrs to verify your documents.
I told Skrill every charge was valid. They found out it was for a casino which is not my fault and neither of us got paid those funds. Here is the next email I got from him:
What exactly do you want us to settle? We have a right in our terms and conditions to kyc a player, which for those size of withdrawals we do. No coins were stolen or misplaced. You had access to them and after 24hrs, after your documents had been verified, you were able to withdraw the funds. Further, in subsequent withdrawals, you had already been kyced.
The peterpan account was fully verified, hence was able to deposit, play and withdraw.
So I’m lost why you think we should give you money, when we have followed our terms and conditions to ensure the safety and security of accounts.
Bitcasino.io victim asked for forum help
So it lookslike he had a personal vendetta and then balked to Terms of Service. This took over a year and half to get a reply.
I am trying to settle for much less than I am owed and they are not budging. I really could use the forums help. I am trying to be fair and equitable but you can see their lack of transparency. Their verification is not true as my other accounts are not verified and they paid me out a withdrawal prior to putting the security hold.
It took over a year and half to finally get a response at all from anyone. This is not a fair or equitable understanding. If need be, my deposit history on my other account. This will blow your minds over how much I have played and this is how I am being treated. They took 80 Bitcoin, some after the “Security Hold” and have refused to help me despite my numerous attempts.
I am willing to work them here but the lack of attention, transparency or equitable approach to this has left me with no choice but to seek support elsewhere.
I will be very gracious to those who help me strike a deal with Tim Heath and the Bitcasino.io scam team.
Thanks, Peter Pan
Game Protect helped Bitcasino.io victim to receive his 100 BTC
He unsuccessfully tried to get his 100 Bitcoin from the publicly proven Bitcasino.io scam since 1,5 years! December 2017 he opened the thread BITCASINO MADE ME WHOLE on the bitcointalk forum. The victim informed the public about his issue and offered 20% of the 100 Bitcoin for help after receipt of payment.
Bitcasino.io answered in his thread and publicly continued to persist not owing him anything:
In regard to the honeyhoney1 account post from above, here are the facts of the case.
Account opened on 22nd of June, 2016. Unverified account.
24th of June deposit of ? 8, winning on slots and a withdrawal of ? 80 – withdrawal paid within 2 minutes of being requested – customer very happy!
The withdrawal was requested using the same IP address and device, that was used during the signup process, so no red flags.
Within hours of the initial withdrawal being processed, the customer logged in from a different location (different IP), a different device and made 3 deposits, winning on slots games and started making multiple withdrawals.
Due to the withdrawals coming from a different device and location, it immediately raised a red flag for our team, whereby we naturally followed the KYC procedure outlined in our terms and conditions. This is done to protect our customer’s funds from any fraudulent activities or hackers. This is in our T&C and is a standard procedure we follow to ensure customer safety as per 3.11 and 5.4 in https://bitcasino.io/about/terms-and-conditions.
Regarding the communication and transparency from Bitcasino side.
The KYC email that customer states to have never received, ’it was sent to the email address registered on the account honeyhoney1 on the 25th of June, 2016.
After sending the email, the customer spoke to our support agent via our live- chat. During the live chat conversation, the customer expressed concerns about sending documents to a “random” bitcoin casino. Also, he informed Bitcasino that he wouldn’t be able to access that email due to server issues.
Bitcasino provided an alternative to the customer, guiding him to our onsite upload functionality. Whilst the customer was talking to our support agent a driver licence was uploaded (front side only). The driver’s licence uploaded was not approved by our quality and assurance department as it was obviously fake and didn’t match his geo-location, which raised doubts about to whom we were actually talking.
Bitcasino repeatedly requested the customer to upload the front and back side of the identity document and the utility bill for geo-location verification.
The requested withdrawals were then placed back on customers Bitcasino account until the player had satisfied this request and we had verified that it was the actual player. 3 hours after the live chat, the customer had still not uploaded any further documents and decided to start playing instead.
The customer played high volatility slots with very high stakes varying from m? 100 to m? 3,000 and unfortunately lost all his account balance.
In essence, we have not broken our terms and conditions in regards to your claims, especially given the fact that no funds have been confiscated or misplaced. Most importantly in this whole case, the uploaded documents were not in the players name therefore we did not know who is in control of that account. If he had uploaded his real documents, his withdrawal would have been processed within 2 minutes like everyone else’s.
Some brainless idiots from the bitcointalk forum also posted their nonsense and attacked Game Protect as usual. I assessed his case based on the information and documents we have in regard to the Curacao licensing, civil and criminal laws.
The result was that Bitcasino.io unjustifiably withheld his balance claiming security reasons. After I helped with explaining the situation based on Curacao licensing, civil and criminal laws, the Bitcasino.io scam decided to process his 100 Bitcoin.
After he received his 100 Bitcoin, he instantly deleted all his posts and escaped without honoring my help!
I wait now to receive the announced 20% for my help: Bitcoin address
I will gladly compensate 20% of the funds I am due from bitcasino upon payment for their help