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Hi ttmasei - welcome to ThePOGG.com!

Do you have any records of your discussion with the operator about your original account?

Thanks,

ThePOGG

Ok, once more I stress the main, most important thing: I wouldn't have deposited or started to play if I had even the slightest doubt that everything wasn't ok with my account. That's why I say that Bitcoincasino.io tricked me into losing my winnings by their confiscation. They allowed me to deposit, play, etc.

I also understand, that I chose to use my new country of residence as my registered address, because they offered promotions there, which they didn't offer to players residing in the former country/location. I don't see anything wrong with choosing any place I want from the places where I reside, if and since I also truly play from there where I register.

And the most of all, I never used the first account. I never truly had a second account. And even that first unused account was agreed to be closed very fast by this email conversation:

---
Hi,

I moved to a different country and opened a bitcoincasino.io account from
there. To avoid any double account situation, I would ask this account (
[EDIT]) to be closed. I never used or deposited to this
account yet. Thank you!
---
---
Dear XXXXX,

Please note that each player can create only one personal account in our casino. After closing the current account you won't be allowed to create a new one.
Could you please confirm your account closing request?
---

The agent closed the email conversation ticket, which was shown to me as if the matter was ok and handled now. I can have my new account and the old one was closed. I wanted to reply my confirmation to this email, but I couldn't because no replies were taken anymore with this ticket. Furthermore, as my current account was welcomed, open and functional, it gave even more proof to me that there was no problem left in the case anymore.

After the closure and confiscation incident, I tried to meet them in the middle and ask them at least to return my deposits if nothing else. They refused. That indicates also that this was a deliberate deceitful act from their side, because if it wasn't, they would have at least heard their customer's concern. I was never heard at all.

First, I received this email:
---
Dear XXXXX,

Our security system has flagged your account as a duplicate.
It means that more than one account createdused with the same IP address, device or browser.
Unfortunately, this is a violation of our T&amp;C.

Informing you that your account was closed and all your funds were confiscated.
---

After that I just informed them about my complaint plus all the conversation on the chat.

Then I received this email from them:
---
Dear Friend,

We're sorry, but the decision is final.
---

That is all the communication.

Hi ttmasei,

I've requested various logs from BitCoinCasino.io and the timeline of events is as follows:

On the 31st of October you signed up using an address in Finland. You contacted support and were informed you were not entitled to receive bonuses. Less than 24 hours later you registered again, this time listing your address as Singapore.

Your claim that you should be allowed to chose which country suits your bonus preferences collapses on two point:

i) The operator - as with almost all online operators - prohibits you opening more than a single account. We have found no evidence to support you having been given permission to breach this term. Having asked to close the first account does not provide permission to open a second.

ii) Your residence did not change from Finland to Singapore in a 24 hour period. This means that you have provided incorrect registration on at least one of the accounts.

Due to the above the operator are within their rights to consider the the second account registered void due to breach of terms and subsequently all transactions on this account would also be considered void.

Sorry we cannot be of further help.

ThePOGG

i) I never had the first opened account in use at all. It was closed before ever taking it in use. Thus, I never had more than one account. When I used my later opened account there wasnt the first account existing/open anymore. Thus, there was no situation of two accounts at any point.

ii) I would like to say that my residence isnt an "either or" question. I have more than one residence and every single one of them is correct information. I always played from the location registered.

Also, I did change my location within this 24 hour period.

The major point where the casino did wrong besides this confiscation was to agree and welcome - most of all allow me to proceed to consume my customership with my newly opened account (a single operational account) after allowing me to discard the first opened account.

If there was actually something to scold me about my actions in this, at least I didn't realize it at the time.

Secondly, even if I was to blame for something, the fact that this casino didn't even pay this one time my winnings tells a story of total inflexibility, disregard, almost one could say plain hatred against their customer who just happened to win.

If this casino will end up not paying the winnings, I find that its only the moral right to put it to close its business for good. It has then shown its true nature and what its business and attitude to its customers is all about.

Whatever the case, I greatly appreciate your effort already in this ThePogg. Thank you. At this point, I want to inform and warn people about this BitCoinCasino.io for the common good of all gambling people.

Hi ttmasei,

Whether you want to interpret your first account as a non-entity is non-relevant. You entered one account in the database then you entered a second account. There are two accounts within the operators database that have been set up by you. 

There is no question that this is a violation of terms and conditions.

Further to this violation - you are suggesting that within a 24 hour period you had time to take a 12-18 hour flight, not including transit to and from airports, time spent waiting in the airport, packing, unpacking etc etc, and still found time to register two different accounts, converse with customer support and play. While that may be physically possible it is not seem particularly likely chain of events in terms of human behaviour patterns.

And this doesn't take into account that within 18 hours of being informed that you were resident in a jurisdiction that was not eligible for bonuses you are claiming to have relocated to a jurisdiction that is. Not only is that conspicuously convenient in terms of timing of relocation, it again strains credulity in terms of the physicality of the journey required.

Alongside this the changing locations makes your accounts 'high risk' in fraud terms. So we now have a violation of terms and high risk activity rolled into one. Where the operator may have been inclined to overlook the terms violation with an account with no other issues - though they would be under no legal obligation to do so - once you've introduced this high risk flag there is no possibility of any operator taking a lenient view of the terms violation.

As stated previously, there is nothing further we can do to help you. All we can suggest is that in future you only open one account with any given operator and ensure you use accurate registration details.

ThePOGG

Thank you for your reply once again. I hear what you point out.

Still, I stick to my view as earlier, but the same time I understand that this may have been as much as ThePogg-site can do in this case.

I understand now better the fact that these casinos (the platform as bitcoincasino.io at least) are like that: once you register an account, even never utilized, there is no way to open a more relevant account even after discarding the old unused one (by their approval). I just didn't know this that well the while ago when I opened my account. I learned this casino platform doesn't seem to have so-called closed account at all. Even in the case when they have been informed and they have accepted the closure, even in the case the first account was totally unused. But it doesn't take away the fact that to me it's wrong. I was done wrong by them. 

Most of all, they confiscated a substantial amount of money from me. It is the same category fraud as if I would have played and let's say lost and then fraudulently pulled back my credit card payment or something, thus not losing my deposit after all. Something like that... This is a financial crime either way.

And yes, there was a bigger convenient coincidence in this particular case. I wanted to take my account to the new residence location, yes totally admittedly because of the bonus benefits. I didn't realize it wasn't allowed and I still can't see why. I stick to my view as earlier that I was welcomed and allowed to proceed by them.

My location and residence information has been correct all the time during the way as I have registered. But if the course of action, in this case, flagged me up somehow at the fraud-side, I still can't count that into my faults.

One more major wrong from the casino is that they cut the communication and my possibility to even discuss and explain.

I stick to my personal view, which is really strong and based on several facts in this case that bitcoincasino.io is dangerous from the player's perspective. They did wrong to me. It doesn't matter how they would reason and defend their stand by technical facts whatever.. they did wrong and personally I'm in very deep conflict with them. Handling business and customers like this shouldn't belong to the online gambling business.

From my point of you they are rogue. Would I recommend anyone to liaise with them, absolutely not. I would recommend staying far away. They are dangerous. If this happened to me, whatever could happened to any new player there! I never abused any terms, bonuses etc, I never claimed promotion on several accounts or anything like that... I only was led to this point strongly by how they let things happen. I stick to my view that I was also tricked by them.

I could meet BitCoinCasino.io in the middle - even though sadly I don't see their action in any better light than fraudulent still but - I suggest the following:

As and if they now say, I shouldn't have been able (=allowed) to open the new more relevant account after discarding the first (totally unused) account, they will refund my deposits from the newly opened account. I know I put myself in a worse position with this suggestion than rightfully I see it is since I risked the money already and if I happened to lose, I couldn't ask this refund agreement. But that's why I'm clearly coming to a huge step towards them with goodwill.

Then I could activate back the firstly opened account. In this scenario, I would overlook their actions and be in ok terms. I would just update my information in the account information to match my new location etc. After that everything would be settled.

I understand in the end, the site is their business and they have their right to choose their customers, if they choose to keep my account closed, it's up to them and I will accept that too. But what I can't accept it theft, crime, in this case exactly, defalcation.

The refund would be a small settled amount to them compared to one seriously angry and mistreated customer. I don't want to sound threatening, but just state the fact that I'm determined to seek justice and cut off this criminal activity, make no mistake about it.

Hi ttmasei,

Apologies - I had not understood that your deposits had not been refunded. You are entitled to a refund of your deposits in this situation. 

I've reverted to the operator regarding the refund of your deposit. My understanding is that this is in your account awaiting a withdrawal request.

Please place a withdrawal and inform us when you have received your funds.

Thanks,

ThePOGG

Hi ThePogg,

thank you for your effort. I managed to get the deposits back and withdraw them. Bitcoincasino.io closed my account and now I don't have any account with them anymore.

I need to say something positive about them: at least they weren't the worst casino crooks I have ever seen. Even though they clearly tried fraud, maybe they still have hope.

I stressed myself too much already over this casino. I rest my case. Horrible experience overall, but it ended at least half-well. Hopefully, they will learn to be fairer in the future.

Thanks again!

Hi ttmasei,

Thanks for letting us know - it is appreciated!

ThePOGG

Both the submitting complainant and BitCoinCasino.io have informed us that this issue has been resolved and the player has received their funds.

I was in a process of moving my residence to another country. I had an unused account that I almost opened from my former country, but I agreed with the customer service that, since I never even used it (deposited or anything), it can be closed. Naturally, I wasnt allowed to open more than one account. I was in the understanding that the current account that I used was ok. It was successfully verified and everything looked ok to me. That was the main reason I started to use that current account opened from my new country! I was given the impression from the casino side that it was ok to use that. I never had more than one account that I used. No more than one account from: IP address, device or browser. Still the casino incorrectly claimed that I still had a duplicate account from: IP address, device or browser - and confiscated my winnings and all deposits.

BitCoinCasino.io - Funds confiscated without a valid reason - tricked by the casino

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