Hi, dear LCB.
I have proved that this casino does not pay winnings and violates its rules.
I signed up in bitcoincasino.io on 13 August. I made a deposit 4500 rubles and got 100% bonus. As a result, after successful wagering I had 695000 rubles (10500$) . All necessary documents have successfully uploaded and approved. After it I have been waited for 2 days when I get paid. The words of operators in the chat sounded: "waiting, waiting" and nothing new. This company immediately became to look suspicious for me.
Today 16.08.19 in 12 p.m. I got such e-mail: "Dear player,
We inform you about confiscation of winnings and closure of your account due to failed verification. According to our terms and conditions:
In case the provided phone number is incorrect, missing or false or the player will not answer the phone call, we reserve the right to confiscate your winnings and/or disable your user account.
https://www.bitcoincasino.io/terms-and-conditions.
Another surprising fact is that the rules they sent were not sent to the end) The full version says:
We reserve the right to make a phone call (to the number specified in the player's profile), which at our discretion may be a necessary part of the verification procedure. Until the account is fully verified, no payment will be made. If the phone number provided is incorrect, missing from the player's profile, incorrect or if the player does not answer the phone, we reserve the right to confiscate the player's winnings and/or disable the account. We will make every effort to contact the player about the withdrawal of funds, but in the event that we are unable to do so within two (2) weeks (by email or phone), the funds will be retained by the Company, as the account verification procedure will be deemed to have failed.
No efforts has been made by the casino. No e-mail from the casino regarding the wish to contact the casino has been received (especially by email).
I am trying to contact the manager to get a call and solve this issue, but nobody reacts.
To make you understand this casino doesn’t even have the line “phone” in the profile. What are we talking about?
The manager didn’t even bother to specify the contact phone number in order to contact me, , but simply used the “payment method as a way of communication”.According to the casino's rule, they have right to call to player. But they even don't have line "phone number" in section personal data in account. Instead of asking my phone number, they use number in Qiwi account.Qiwi is a russian payment system. It uses phone number as account id. But it doesn't mean that I have to use phone number in Qiwi as my main contact number. It means that they break they own rules and call to payment method! But even in this stupid case I have possibility to answer.Is it OK? I can make a deposit with a card. And where would he call in this case? Don't you suspect that the casino simply does not want to pay and came up with a fictitious reason. Even I am ready to answer the payment method, but this violates their own rules, namely clause 9, which states:
We reserve the right to make a phone call (at the number specified in the player’s profile),
Well, I think you understand everything. In confirmation of my words, I am sending a screenshot, and each of you can sigh up and see that the profile does not have this line.
They sent me such answer:
Good afternoon!
With the player under the nickname CASTWILD appeared the following situation.
The player made a deposit with Qiwi, which belonged to a third party, as it turned out. Before the payment was made, the standard KYC procedure was carried out. There were also two attempts to call the player, but for the first time nobody answered the number, the second time a woman answered the phone, saying that she did not know the player.
As a result, the account was closed and the funds were confiscated in accordance with the casino rules, which states that the use of third party payment methods is not allowed, as well as due to the impossibility of further verification.
We apologise!
My answer to manager:
Hello, dear manager!
Let's do it by items:
You have sent rule 9(5), "cut from it" to the post office, which says:
Your account has been closed because you have not been verified.
In case the provided phone number is incorrect, missing or false or the player will not answer the phone call, we reserve the right to confiscate your winnings and/or disable your user account.
Full rule item:
We reserve the right to call the number specified in your user account, which at our discretion may be a necessary part of the KYC procedure. Until the account is fully validated, no payments will be processed. If the phone number provided is incorrect, missing or incorrect, or the player does not answer the phone, we reserve the right to confiscate your winnings and/or disable your user account. We will use reasonable efforts to contact you about withdrawals, but if we are unable to contact you (by email or phone) within two (2) weeks, funds will be retained by the Company because you have failed to complete the KYC procedure.
Firstly, your casino does not have a "phone" line in player's personal data on the site. Accordingly, these rules do not apply to me anymore. You called to the payment method - you had no right, nobody was notified about the call, called from a hidden phone number. In the evening of the same day in the chat room, the operator was informed that the calls were received and I am ready to answer right now. I need to be warned. In response: The manager has already left. Okay.
Further: You now write in response to the claim absolutely different words about "the use of the payment method by a third party and the fact that it does not belong to me". I ask you a question: Why do you think that it does not belong to me? According to a relative's answer to a hidden number, there are no such people here. It is very funny that I will tell you. Secondly, on what principle do you make such inferences? You claim for no reason what you do not know. Are you ready to apologize to me and to the players who read this complaint?
I prepared a complaint to russian site which considers players complaints about dishonest casinos. I communicate with manager of this site. His nickname is Lenin.
So as not to be unsubstantiated: I send Lenin proof that I own the number and also the Qiwi payment method. Cellular operator's contract and a screenshot of a kiwi wallet with personal data. After that, I expect full payment and an apology from the casino.
Lenin's answer(complaints administrator):
Dear agent, the player has provided me with documents confirming his possession of the phone number and payment method (I send you the data for review).
According to your rules, point 9, you should not have used the payment method as a contact number.
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