BitcoinCasinoIO Support and Complaints Thread

Greetings to everyone!

Happy to start the official thread of BitcoinCasino.io.

Feel free to send any requests, feedbacks, comments or issues you are experiencing.

We are ready to respond to any posts. In case you want more privacy, you can always send a private message.

Looking forward to hearing from you!

Thanks!

Welcome to LCB forum BitcoinCasino.io Representative! Thank you for being available to assist our members! 

Welome to LCB forum! 

Welcome to LCB forum! Glad to have you here to assist our members! 

Welcome on board! 

Welcome to LCB forum!  

Welcome to our forum. Hope you'll have a great time with us and our members. 

Do NOT deposit here if you are from the U.S.A.

Even if you are told utilizing a VPN is okay, the statement in their terms,”casino cannot guarantee successful processing of withdrawals from restricted countries”

They will gladly accept your deposits and crypto all day. However hit a good win, they want your ID, and then they will confiscate your winnings and close your account.

Which would be fine except I was told it was acceptable to use an VPN and docs aren’t required for crypto transactions.

Stole 50 mbtc this way from me

BEWARE

Dear LJ STANTON,

Could you please private message me (your email, nickname, etc.) so that I could see what exactly happened, what you were told in chats? Thanks in advance and sorry for every possible inconvenience!

Hello, I play on Bitcoincasino.io and I have an issue, ongoing. Since Sunday, I was on a Platapus game, called Tripple Dragons, and I believe it malfunctioned.  It did not pay out anything on a spin that landed on all wilds across the 2 top rows, and It did this twice.  I have a picture of it.  I DID contact the Live chat. They assured me as soon as someone was there on Monday, my issue would be resolved.  I have not heard anything from anyone at the casino.  Can you please assist me with this issue?  my player ID, on the site is msantos082574 Thanks, Melissa Santos

Hello Melissa Santos,

We've sent an email to the Casino Representative to look into your case. Please keep an eye on this thread.

Hello, Melissa!

As I could find out from the chat transcripts, our live chat agents informed you that an official response from the provider had come stating that your bet had been lost and there had been no winnings from that bet.

Sorry for the inconveniences, please!

Melissa Santos I had this issues with casinos such as superlenny, leovegas and such and casinos always say provider said there was no malfunction. They simply just lie everytime it's a protocol they follow. If you don't have a crystal cleaf proof they will deny and say whatever. I doubt they even talk to provider as lying like that would put providers in a terrible situation but who knows. In the leovegas case i had recorded my play and put it on youtube after they claimed the provider said there was no malfunction and suddenly oops.. oh yeah malfunction money in your account. I never had a single malfunction that casinos aknowledged in a way or another. They simply say provider said there was no malfunction. I suggest you post your screen shots and all you can on forums, if the proof is clear enough they will suddenly have a magical reminder that in fact there was one lol. Never trust whatever a casino claim based solely on their words as they are trained to lie and have list of replies for any of these as i doubt they are malfunctions as casinos don't aknowledge them in any way and complaints keep coming year after year. As of now casinos act like outlaws that can't be touched but it will eventually change in the future as you can't fraud and cheat people all year long without hitting the wrong person at some point hehe.

So yeah, i never had a casino aknowledge a malfunction. They always claim provider said there was no malfunction but never give you any proof of the contacts with said provider. Use the proofs you have and for the future use things like OBS to record your play as casinos set traps at every corner and they are there on purpose so they obviously won't aknowledge them. I had rizk cheat me too and even management said there was no error and it was final decision... til i provide proofs and suddenly them too had a magical memory recovery. They do like insurance companies or other that lie and bullshit everyone simply because people give up. For as long as there will be people giving up they will keep doing it. After years sadly i never had any communications with casinos whatsoever where i had chance ot talk to someone saying the truth. They are just professional liars hired and trained for their skills at bullshitting people or talk like robots repeating the same lines they have on their sheet of "things to say".

  I have waited all week for Bitcoincasino.io to resolve this issue.  And, quite frankly I am NOT SATISFIED with their reply.  I thought I would run it past the Forum members at LCB, and Just get another opinion. 

 Here is what happened, this past weekend.  I was playing the slot TRIPPLE DRAGONS, from PLATIPUS SOFTWARE provider.  I was betting the minimum bet.  first... The slot landed on wilds all across the top row, except the last reel.  and wilds all across the second row completly.  I have a pic.  I will try to attach..  Then, the next spin all reels on first 2 rows were solid wilds.  HOWEVER... IT PAID NOTHING! BOTH SPINS paid absolutley NOTHING??? I contacted customer service.  They contacted platipus.  supposedly...But, I get an email monday, saying... were sorry this was a lost bet. It did not pay anything.  Ok? on the pay scale it shows the top two rows are pay lines.  so... It wouldnt really matter too much what was on the other 3 rows, there were no other wilds, but... I would assume the wilds on the top 2 rows, would pay something.  ???? Am I wrong??? please let me know what you think? Does anybody know??? 

Player I.D. on Bitcoincasino.io, is Msantos082574    Thanks!

Please try post a screenshot. See below how to add a screenshot

 What happened is, I was at Bitcoincasino.io logged into my account, ID msantos082574 and my email associated with my account on the casino is [email protected].  I was playing a Platapus software slot, called Tripple Dragons, Ok. I got a spin that landed with the top 2 rows in wilds, nothing but wilds, 10 wilds across the top 10 reels. and the game paid, 0 Nothing,  It happened twice, Except the only difference the second time was instead of 10 wilds, on top 2 rows, it was 9 wilds, all across top row, except the 5th reel, was NOT a wild.  I tried and tried to get the picture I have to attach to this email, this forum will not allow it to upload because of its size? But anyway... I will never the less attempt to describe my issue to you.  I DID contact Bitcoincasino.io customer service and they DID contact Platapus after my contacting them... But, to make a long story short, I am unhappy with their reply.  I think I was totally disregarded. This happened on a Saturday, and Monday I got an email, saying that Platapus software replied to my complaint, and they say the BET WAS LOST,  I did reply back, and I have the email, correspondence saved, I would like to show you the pictures of the spin, and email, but, I could not get them to attach.  Anyway,  I disagree that it was a lost bet, because when you go to the pay scale on the game, tripple dragons, the top 2 reels ARE pay lines... so.... I Can not fathom HOW in the WORLD, this would not have paid SOMETHING... Please let me know if you can take a look into this situation.  

P.S.  Were glad you are here on LCB to offer your support.  Thanks, Melissa Santos

Hello Melissa Santos,

We've sent an email to the casino regarding your complaint. For updates, please keep an eye on this thread.

Hello, dear Melissa,

As we have already told you above, we received an official reply from the provider stating that your bet was lost, there were no winnings, unfortunately.

Hey Gamblers & Friends,

I was debating about making this post until I finally reached a representative at this casino and was told that they would not reimburse me for what had happened…. I have proof this casino is dishonest and removed API functionality to very important buttons that would give the player a fair gaming experience. I hope that this post and my loss will benefit another member and hopefully there aren’t other people who have experienced this.
Anyways here is the story: On April 11, 2020, I experienced a very serious issue with the Live Lightning Roulette Game! From my first deposit, I was unable to “undo” my bets placed when I had a second thought about a number or position of my chips, I was also unable to “rebet” using the rebet option. Imagine playing roulette and being unable to rebet or remove your bets during the allowed time? Crazy Right?! I personally thought that maybe I was going crazy and my luck was terrible that I couldn’t rebet or remove my bets, so I lost my first deposit and got the gambling anger of depositing more.. Not realizing until my 6th deposit that this casino disabled the API Functionality of undoing/repeating bets on roulette game which gave the casino an unfair advantage and a bigger house edge! I decided to make a video with yet again another deposit because I figured out at this point that I was a victim of a online casino scam. I hope that this post is pinned so other users can stay away from or remove their money from bitcoincasinoio. These fraudsters only got 0.14988074 BTC & 11.1926765ETH from me which I hope is reimbursed.  I tried to personally contact them with failed attempts until today which I received the following reply from a representative named Lucus. I will provide 2 videos recorded using QuickTime Screen recorder with the “show mouse clicks" option enabled.  

Conversation With Representative Lucus:
https://m.imgur.com/a/umeNv91

Background:
I personally gamble weekly and limit my losses to 10-15k, I don't gamble as a source of income. I enjoy gambling when it is a fair game. I'll lose my money but I would enjoy the game and the rush while losing fair and square. The game I was playing on bitcoincasino.io was rigged from the point I made my first deposit that day, this post is mostly for the principle because this was not right. Overall I've been down playing here and I lost fairly and I never had to make a post like this. I suspect they are trying to exit scam or achieve a higher house edge and this is not how you play roulette. Own up to your fraud bitcoincasino.io ‍♂️

Recent Updates:
Blocked My Ability To Use Live Support

I recently got a repost by verified @onlinecasino on twitter here is the link below:

https://twitter.com/onlinecasino/status/1250033295007588357?s=19

Did I violate any tos?                                  No, I've been an honest player at this casino since I've joined and before my loss on the 11th I was still in negative, I've enjoy playing there up until this issue occurred and I was told I would not be reimbursed by chat support even with hard evidence. 

Casino Website:
Bitcoincasino.io

Which Company Operates This Casino?
Bitcoincasino.io is owned and operated by Direx N.V.
(Please Avoid Direx N.V. Casinos)

What you can do:
Please Share This Post With Your Social Groups So They Don't Get Scammed.
Transactions On Blockchain:
https://www.blockchain.com/eth/address/0x5e11278b696f1fbd01ff8e8e51e23bbdf273022d
https://www.blockchain.com/btc/tx/f732eabe490a24e771185f2931b7da049a0a88e747e667d726186b82ea49ce6f
Video Proof:
Video 1:
https://www.youtube.com/watch?v=SsXW5iFpNBM&feature=youtu.be
Video 2(bonus):
https://www.youtube.com/watch?v=jtvZ1Sgteoo&feature=youtu.be

Addresses:
BTC: 1QCiQRHwQF5cqr3eTXM9DP6s4MnTBT8ZTs
ETH: 0xb2ac05f5669f0a47a645042376aa62c97503e9d4

Thanks For Reading & Stay Safe Gambling.

Hello Eltongashi,

You've already posted a complaint (warning to other players) regarding this issue on BitcoinCasino.io review page.

You've also sent us a casino username and we've sent them an email to check your account and let us know what happened here. So far, we still haven't received a reply from the casino. We've sent them a reminder email and asked them to give their official reply regarding this issue.

Dear Eltongashi,

We have made a request to the provider to find out more information on this case.

We are kindly asking you to wait for our response concerning this situation, please! Will do our best!

Thank you very much in advance!

Dear Bitcoincasino.io,

I really appreciate the response, i apologize for being very frustrated prior as this is the first time something like this occured. I've never had any issues before at your casino but losing unfairly due to a technical issue is hard to deal with. Hopefully we can come to a resolution and get a reply back to figure out what happened on april 11th. I hope that this was a 1 time occurance and is or has been resolved so i may lose fairly to your casino after i'm reimbursed.

Thanks,

Elton Gashi

Yeah I got duped by a casino spelled almost exactly like that one except they said they were able to except American players but lied and they basically stole about a $100 dollars from me then come to find out their on lbc` s website being labed as a casino to watch out for sonot at all happy

Hey Everyone,

This is a small update regarding my case, I've decided to contact the support team today to get an update and was told to resubmit my video which was already available on youtube and provided via email, I've provided a video once again via email which was asked. At this point it seems like they are giving me the run around to avoid reimbursing me for the technical issues i faced on april 11th. I will provide screen shots with the support representative if required. Something that is clearly the casinos fault shouldn't take this long to investigate. The video is genuine and unedited screen recording using quicktime player & show clicks function, the video is in real time with the live host talking as i'm unable to click the undo button. I'm very dissatisfied with the support team on bitcoincasino.io, You have everything you need, now make this right so i can delete my previous posts and provide a new update about our resolution.

Thanks,

Elton Gashi

Hello Eltongashi,

We've sent another email to the casino and asked them if they have news about your issue. Please keep an eye on this thread for the updates.

Dear Eltongashi, as we have informed you earlier, we have submitted an official request to the provider to clear our the situation. We are waiting for their response. We are kindly asking you to stay patient, we are also worried about this case. Thank you in advance!

Dear Bryw38, we are sure that you mean another casino with almost the same spelling, not Bitcoincasino.IO.

Such misunderstandings occur sometimes, players confuse the casinos, but we must say that our casino keeps an eye to our standards and delivers highest services possible.

Thank you!

Hey bitcoincasino.io,

I've contacted the provider already and they said that they are waiting for a response from you guys. 

Thanks,

Elton Gashi

Hey Bitcoincasino.io,

I also recieved this message after i sent you guys the video requested. Is this a joke? 

Thanks,

Elton Gashi

Hey Everyone,

Honestly i should just sell my story to a crypto channel, this is just pathetic. Get your team organized bitcoincasino.io and fix my issue. It's very clear your casino is at fault and you are not following the correct investigation procedures because the only one communicating with the provider is me.

The provider has been waiting for a response instead of replying here, respond to them. If you are not responsing to them because you are guilty of disabling the api keys and the evidence is apparent then simply refund me and prevent it from happening again. Putting me on loop won't get rid of the problem. I will be expecting an update in 3 business days.

Thanks,

Elton Gashi

Hey Friends,

I'm providing another update, i got ahold of bitcoin casino representative lucas. I was told that my case was investigated multiple times and that the casino does not believe that i should not be reimbursed for my deposits on the day i experienced issues with the undo button which caused me to repeatedly make new deposits. I've presented my case with undeniable evidence, this casino is a scam and anyone who is considering to join, please don't.

I've also contacted the representative and they are still investigating, its very clear bitcoin casino does not care about my case or will ever refund me or anyone in the future if they experience critical issues with the fairness of their game. I'm very fortunate to be wealthy and $4,000 will never hurt me but i will continue to fight this so bitcoincasino takes responsibility because for someone else who is unfortunate enough to experience this same issue... it could cause their livelihood. This is a scam and the crypto community will not stand for this to happen again. My social media platforms will spread the news about this casino and my personal friends who are influencers. We Do Not Condone Actions Like This In The Crypto Community. EXPECT YOUR CASINO TO BE BLACKLISTED ON THE DARK WEB & ON EVERY CRYPTO COMMUNITY.  You fucked up! = )

Best Regards,

Elton Gashi

Dear Elton Gashi,
we are kindly reminding you that an official request was sent to the game provider, and we are waiting for the response back. This can take some time.
As soon as the response is obtained, we will surely post here about the results and will also inform you.
Thank you kindly for your patience and understanding!

Hey Bitcoincasino.io,

How about you just admit that you scammed me by rigging the api functionality of the live games? Your casino is pathetic and you're support team has already said that you idiots investigated my case and won't be refunding me even with the strong evidence. I've already switched bitcoin casino's and roobet is a better option. 

Thanks,

Elton Gashi

Dear Elton Gashi,

as we can see from the chats with the support, you have been asked to wait as the provider hasn't yet given an answer concerning your case. The support agents didn't tell that the investigation was over and that you wouldn't be refunded. We are also kindly asking you not to use obscene languange and to wait for our official reply.

Thank you for your patience!

Hey Bitcoincasinoio,

Please stop spreading lies, your casino representatives have already said that you have no reason to refund me for my deposits on the day in question. It's very clear you guys disabled the API Functionality of the undo bet buttons which gave your casino a higher edge.
Your casino should be banned on LCB so others don't get scammed. 

Btw: I have the right to use any language, this post would not be up today if you did not disable the API functionality Of Undo Bets. This post is simply up because you guys refused to make this right in a timely manner. All my posts will be edited accordingly if this is made right ASAP. 

Evidence:
Response From Lucas[BitcoinCasino - Support Agent]:
https://imgur.com/a/93idyPZ

Quote

"We have investigated and checked your case several times."
"And we don't see the reason to refund, sorry"

Thanks,
Elton Gashi

Dear Elton Gashi and the forum visitors,

We have received a response from the game provider, following which we learned that the reason why the player was unable to undo/double his bets was Evolution Gaming system malfunction.
Development Engineers are currently working on permanent fix which will help to avoid similar inconveniences in the future.
The compensation for the faulty rounds where malfunctions were observed has been credited to the player's account.
Kindly accept our apologies for the inconveniences caused to you, Elton, we hope that your further gaming experience will be only pleasant!

Hey bitcoincasino.io,

I appreciate the response about confirming that there was an issue with evolution gaming systems which I was trying to explain this whole month. I’ve noticed that I was not fully compensated for my bets on April 11th that put me in a huge disadvantage on your casino platform. The issue persisted during all my deposits that day and I was only compensated 0.385198900ETH which Is barely 2% of my deposits for the day and does not even compensate me for my losses in the video which I used as evidence to show my issue.

During the first deposit which I lost due to the undo bet not working I contacted the live support and they told me that everything was fine on their end and to simply logout and back into my account which I did. This compensation must be a joke, right? I’ve never had an issue like this playing at your casino and now you refuse to compensate me for my deposits which total roughly 5,000CAD? Compensating me for $110CAD is not something what I will settle for.  I lost 0.14988074 BTC & 11.1926765 ETH On that day and I would like to be fully compensated for my deposits. You confirm that there was an issue and only return $100? This is simply a big slap to my face if you think I would accept this compensation which does not resolve this seriously wrong issue… Also with your support team telling me that I would not be compensated and offering free spins, is this seriously a joke, something needs to be improved? I don’t know yet if the full compensation will take a few days to be accredited to my account so I will kindly wait for your future reply before I assume that this is all that will be returned for the unfair gaming experience that I had experienced. Once again, I’ve never complained about losing at your casino but losing to an unfair malfunction which seriously put me at a disadvantage as soon as I started playing that day and only being compensated $110? How do you expect there to be any trust at your casino for future players if you won’t fully compensate them when something seriously goes wrong like what happened with me? You can't expect this $110 Compensation to make it right for what i went through.

Current Balance:

https://imgur.com/a/KPAf5b0

Thanks,

Elton Gashi

Hey Everyone,

I'm making an update about this serious issue with bitcoincasino.io, they have stolen my crypto unfairly and attempted to "investigate" and now they claim i will be compensated? They compensated me $110CAD from $5178.24CAD!! This is simply a small amount of interest they gained from BTC & ETH prices rising from stealing my cryptos unfairly! This compensation is a joke and does not cover up the fact that they stole from me unfairly due to a serious error with their gaming platform.
Anyone reading my post, please avoid bitcoincasino.io! They are fraudsters! Don't give them anymore of your crypto into their possession!
They confirmed that my undo bet button API Functionality was disabled as i posted in my video proof when i caught on that something was seriously
wrong with my game, they failed to compensate me fully for the faulty rounds i experienced since my first deposit on April 11th. They think that this
$100 compensation will make everything right?!? This compensation is a scam idiots, this only confirms that you are scammers for not returning what was not
fairly won by your casino! I Ask The Moderators Of LCB To Consider Placing A Ban On Bitcoincasino.io!

PS. This is the oldest scam in the books bitcoincasino.io! Take 99.98% Give Back 0.02%!
We have a community that will no longer support your casino if this is not made right!

Thanks,

Elton Gashi

Hello Eltongashi,

We've sent an email to the Casino Representative and asked them to send us the response they received from the game provider regarding the Evolution Gaming system malfunction, so we can look into this further. Keep you posted.

Hey Bitcoincasino.io,

Could you provide more information for myself and the community instead of avoiding this serious issue and treating it as a joke? You confirmed the issue as in the video evidence but seems like you think $100 will solve this issue and make it go away? Reimburse my deposits for the date in question, you did not fairly win my money and took advantage of a house edge because of a serious malfunction! How many other people had been affected without realizing what had happened?

Does your casino have a compensation fund like other casinos? Or did you already spend my winnings and can't afford to reimburse me at this time?

Thanks,

Elton Gashi

Hello Eltongashi,

We still haven't received a reply from the casino regarding the evidence, so we've sent them another reminder email.

Keep you posted.

Dear Elton and all the visitors,
We are glad to announce some more additional details related to the issue.
The investigation has really been performed, we contacted the game provider and received a response saying that the reason why the customer was unable to undo/double his bets was Evolution Gaming system malfunction (please, keep in mind - NOT the platform behaviour on Bitcoincasino.io). Which is why the provider agreed to compensate for the malfunctioning rounds only, and the amount was like the player mentioned previously.
The game was also tested on our side, and it was found out that the behaviour of the 'undo' button was not as expected.

https://yadi.sk/d/JNLYAk6j53soww

We are sorry to say that only the rounds which were malfunctioning were eventually compensated for, all the other rounds weren't faulty.

Hey bitcoincasino.io,

So how the f*** did you calculate the compensation? I used 1.627129200 ETH deposit as video proof to show i had an issue when i caught on! If i did not have an issue, i would not be making this post to discredit your casino and all you return is a $100? NICE COMPENSATION SCAM, OLDEST SCAM IN THE BOOKS. Where is the logic if there was any proof that the undo button was malfunctioning for me i should be compensated because the undo button put me at an unfair advantage during my session!

Video Proof That You Continue To Disregard: www.youtube.com/watch?v=SsXW5iFpNBM

Thanks,

Elton Gashi

Hey bitcoincasino.io,

Unfortunetly for you, the video that you posted is invalid compared to the video i posted! My undo button was completely deactived & i clicked at the same places you did & i showed my clicks. Fix your casino & return my money & stop wasting my time. I will be pursing legal action.

Thanks,

Elton Gashi

Hey bitcoincasino.io,

I returned your "Compensation Scam" I will be handling this with lawyers instead enjoy your $100.

Thanks,

Elton Gashi

Ha finally someone that have the balls and means to go all the way. Casinos act illegally but use multiple techniques and their money/influence to scare people off and get away with it. The second they will receive the papers from your lawyer you'll see how farking fast they will switch behavior lol.

Hey Fredos386,

I appreciate the support, i hope this will be eye opening for other casinos that try to take advantage of their players and operate a fraudulent online casino. Bitcoincasino.io might be able to influence financially unstable individuals but unfortunetly for them, i have resources and bitcoin wealth.

How to take a legal action against an online casino:

Hey everyone, if you experiencing trouble with your casino here is a good read to help you in the right direction.

Thanks,

Elton Gashi

IG: @Kingofbtc

Dear Elton,

Following up on your questions above, we would like to first of all pay your attention to the fact that the malfunction was observed on the provider's side, which is why they agreed to pay compensation to you. The compensation was calculated on the provider's side and is the amount only for the rounds where errors were observed.

Unfortunately, we have nothing to add in this case so far. Our apologies for the inconveniences caused, we hope for your understanding!

Hey bitcoincasino.io,

I contacted the provider & i don't mean to call you out on lying but hey, enjoy the ban on jswqzs.com LOL.

Community and staff members this is proof that this casino has been lying about my 'compensation' because they caluclated it themselves & response from the provider because they forged a fake response from them.

#WIN

https://imgur.com/IXwfJwZ

https://imgur.com/5pQ3v81

https://imgur.com/vaQ64JY

https://imgur.com/SM40nbc

Thanks,

Elton Gashi

On Saturday 10/05 I won a significant sum on bitcoincasino.io (over 200k) and after winning I contacted casino admin and successfully verified my account and requested my cash out and put my account into freezing period. Later that day my brother made an account also on bitcoincasino.io without reading there T&C's about only having 1 account per household / IP address and was allowed to successfully create his account and deposit money to begin playing.

This morning on 13/05 I received an email from bitcoincasino.io saying I violated their T&C's and all my winnings were confiscated and my account is closed. Although in there T&C's it only states that any winnings accrued after a duplicate account is active will by confiscated.

Bitcoincasino.io have unfairly confiscated my winnings on this matter, and also 2 weeks ago they confiscated over 60k in winnings I won for another reason.