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BitcoinCasino.us - erroneously removes 4.13085 BTC from my balance

Ruling

Found for the Player - BitCoinCasino.us have made clear to this service that they will not discuss this complaint. As such this complaint is ruled in favour of the player.

Read our BitCoinCasino.us Review.

Player's Complaint

BitcoinCasino.us is a very large unlicensed casino which is surprisingly not listed on your site yet. It's consistently been the first google search result for bitcoin casino. They normally pay out. I've been very careful to follow the TOS and I've been playing there for a year with dozens of withdrawals. This time, I won a large amount of money (4.18085 BTC) and whoever was on duty when I requested a withdrawal erroneously removed almost all of my winnings. They falsely claimed that the winnings derived from redemption of comp points, which would have had a max cashout of 0.05BTC, so they subtracted everything but 0.05BTC from my balance. On the contrary, the last time I redeemed comp points I played until I lost my entire balance. Later I deposited 0.25BTC real money without any bonuses, and the winnings derive from that deposit. There is no max cashout on playing with real money. I have many screenshots and an archive.is of their terms of service, to prove everything. I am requesting that they undo the removal of 4.13085 BTC from my balance, and then allow me to withdraw the full 4.18085 BTC (in installments if necessary).

Timeline:

2:07 3/21: Previous withdrawal for 1.223 BTC

10:56 3/22: My last bonus redemption for 0.005 BTC.

10:57 3/22: played until I lost my entire balance. I don't recall for certain if it went to exactly zero or there might have been a residual that was too small to place a wager on most games (<0.00025 BTC). I normally run it down to exactly zero just in case they try to freeroll me on that technicality.

12:31 3/22 Deposited 0.25 BTC, no bonus

15:32 3/22 Deposited 0.25 BTC, no bonus

15:33 3/22 - 1:00 3/23: Played and got lucky, won a few BTC.

1:00 3/23: Attempted to withdraw 4.29 BTC. Declined due to weekly withdrawal rate limit. They said I had to wait until 3/28 to withdraw. They didn't say anything about a max cashout. The terms do say non-VIP (whoever that is, the term is not defined) can only withdraw 1 BTC per week, but this is not always applied (as per my previous lump sum withdrawal of 1.223 BTC). I don't mind if they split it into payments of ~1BTC per week.

1:49 3/28: final withdrawal request for 4.18085 BTC

1:55 3/28: received email from the casino. Title: "Ticket #FOZMO: Account closure" Message: "Dear [EDIT], We have to remind you that max win from Points Exchange is 0.05 BTC only. All the above was subtracted."

About 2:00 3/28: I log in and see the withdrawal has been discarded and my balance has been reduced to 0.05 BTC.

2:10 & 2:55 3/28: I reply to the email twice, politely explaining their error.

I have not heard anything from the casino since the original email at 1:55 on 3/28.

Their customer service email is [email protected]

Read the casino review

5 Responses

User icon
ThePOGG
March 29, 2019

Hi jwray - welcome to ThePOGG.com!

As this site doesn't advertise to US players, we do not make any concerted effort to engage with those operators who are illegally accessing this market. We engage complaints from players in this market as a goodwill gesture only.

I'll contact the operator and see what we can find out for you.

Thanks,

ThePOGG

User icon
jwray
April 10, 2019

I submitted an additional withdrawal for 0.7 BTC on April 2. They have disabled my account without any contact & apparently confiscated the 0.7 BTC. So now they owe me a total of approx 4.83 BTC. Have you heard anything from them yet? They're very hard to get a hold of. They are still ignoring all my emails.

User icon
jwray
May 10, 2019

Hi it's been a month and i'm just following up to see if you were able to get in contact with the casino

User icon
ThePOGG
May 28, 2019

Hi jwray,

BitCoin Casino have made clear to this service that they will not discuss your issue with us.

Sorry we cannot be of further help.

ThePOGG

User icon
jwray
June 24, 2019

Could you put a warning on your site about this casino's unexplained nonpayment?

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Agreement

jwray consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

  • Zodiac
  • Malta Gaming Authority
  • United Kingdom Gambling Commission
  • Apollo Entertainment Limited

March 29, 2019

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