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Summary of complaint

I am disputing the confiscation of my winnings (1,351 USDT) by Bitcasino.io, following an account flag for alleged "multi-accounting" under their Terms 8.4 and 8.6.

Timeline of events

I deposited €300 and played on my account (username: Quokka2002).

My account subsequently won and I requested a withdrawal of 1,351 USDT.

I received a message from Bitcasino.io's "Player Safety and Assurance Team" stating that my bonuses and promotions had been disabled because their security systems had flagged my account for multi-accounting, allegedly in breach of Terms 8.4 and 8.6.

At the time of this flag, I had not yet completed identity verification (KYC) on my account. No personal documentation existed on file that could have been used to compare or link my account to any other account, family member, household, or shared environment.

I was asked to complete identity verification via my account page and then follow up with support.

I completed the requested identity verification.

I sent a formal written dispute to Bitcasino.io, requesting: The specific evidence/data points that led to the multi-accounting flag

Confirmation of which other account(s), if any, are alleged to be linked to mine

The status of my pending withdrawal (1,351 USDT)

A timeline for resolution

The identity/username of the allegedly linked account(s)

The exact wording of Terms 8.4 and 8.6 and an explanation of how my account activity breached them

Bitcasino.io replied stating that my verification was "not successful," that my account would not be eligible for bonuses/promotions, and quoted Terms 8.4 and 8.6 in full. They did not answer any of my six specific questions — no evidence was provided, no linked account was identified, and the status of my 1,351 USDT withdrawal was not explicitly confirmed.

They stated this was their "final decision" and that no further communication would be provided.

Why I believe this decision is unfair

I do not operate multiple accounts.

No KYC documentation existed on my account at the time of the flag, meaning there was no personal data (ID, proof of address, etc.) available for the operator to have compared against any other account.

Despite requesting specific evidence of the alleged link, the operator provided none — only a restatement of their general terms.

The operator refused any further engagement or right of reply, despite an active balance and a legitimate, unresolved withdrawal request.

Terms 8.4 and 8.6 are broadly worded (covering shared households, IP addresses, and shared environments such as workplaces or libraries), which gives the operator wide discretion. I am requesting a fair, evidence-based review of how these terms were applied to my specific case, not merely a citation of the terms themselves.

What I am requesting

A transparent, evidence-based review of the multi-accounting determination.

Release of my legitimately withdrawn winnings (1,351 USDT), or a clear, evidenced justification for their confiscation.

Written confirmation of the current status of my withdrawal (processed, on hold, or reversed).

Kind regards,

Chantell K.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Is there any possibility that someone in your household, or someone using the same IP address as you, also created an account at this casino?
• Have you used any shared devices, such as a mobile phone or computer, to access your casino account? Alternatively, have you ever allowed another person to use your personal device who might also have an account at this casino?
• Have you used any VPN or IP-masking software to alter your actual location while accessing the casino website?
• Could you please send me a link to or a screenshot of the bonus you activated while accumulating your winnings of 1,351 USDT?
• Have you activated any free bonuses at this casino as well?

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

Best regards

Veronika

Dear Veronika,

Thank you for your reply.

No one has access to my account.

I have attached the screenshot of the 77% reload.

Hello Quokka2002,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Please forward me all communication between you and the casino customer support regarding the confiscation of your winnings at veronika.f@casino.guru.

Dear Quokka2002,

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.

Dear Veronika,

I have emailed you the emails with the casino. Since then sending my documents for kyc completion i have only received an email that verification failed.

"Please note that this is our final decision regarding this matter and no other communication will be done"

Chantell K.

Dear Quokka2002

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Samuel (samuel.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Dear Quokka2002,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Bitcasino.io to join this conversation. Their input should help us move the case forward more efficiently.

Dear Bitcasino.io,

Please provide detailed information regarding the player’s issue, specifically the exact reasons why the winnings were confiscated, including any alleged rule violations or relevant terms and conditions.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

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.

Dear Quokka2002,

Unfortunately, as Bitcasino.io has not responded to the complaint within the given timeframe, I will have to close the complaint as unresolved.

I am sorry that we were unable to make further progress in this case due to the casino's lack of cooperation. Please note, however, that the unresolved complaint will have a negative impact on Bitcasino.io's Safety Index rating on Casino Guru.

As far as I am aware, Bitcasino.io operates under a Curaçao licence, so I would recommend that you also consider contacting the Curaçao Gaming Authority (CGA) regarding your case. You can find more information about submitting complaints to licensing authorities here:

How to submit a complaint to a gambling regulator

You can also find more information about the Curaçao licensing authority here:

Curaçao Gaming Authority / Curaçao licence

If Bitcasino.io decides to participate in the complaint and provide the necessary information, the casino can request that the complaint be reopened, and we will be happy to review the case again based on any new information or evidence they provide.

I understand this is not the outcome you were hoping for, but unfortunately, without the casino's cooperation, there is nothing further we can do from our side at this stage.

Best regards,

Samuel

Casino Guru