My complaint against Bitcasino revolves around what I consider to be unfair treatment and potentially exploitative practices targeted at me as a VIP player. These concerns are primarily centered on the lack of transparency in their operations, their constantly shifting and deceptive reward systems, and their apparent retaliation against me for seeking clarity and resolution. Here’s a detailed breakdown of the key issues I’ve faced:
Refusal to Provide Full Financial Records:
Despite depositing millions of dollars into Bitcasino, they have repeatedly refused to provide a complete breakdown of my financial information. I have requested a full ledger of all my deposits, wagers, and withdrawals several times, including directly from the CEO. Yet, every time, I’ve been met with resistance, defensiveness, or outright denial. This lack of transparency is deeply concerning and prevents me from understanding my actual standing and whether the casino is accurately accounting for my funds. This is the core issue: I have a right to know where my money has gone and how it has been handled, and Bitcasino’s refusal to provide this information is unacceptable.
Deceptive and Unfair Cashback System:
I believe Bitcasino’s cashback system is designed to mislead and disadvantage players like myself.
• Cashback Withdrawals Penalize Future Rewards: The system counts cashback withdrawals against future cashback earnings, effectively penalizing me for using the rewards I’ve already earned. This feels like I am being punished for claiming what is rightfully mine.
• Misleading Profit Calculations: By factoring cashback withdrawals into the total withdrawal amount, Bitcasino inflates the calculation of profit, masking actual losses and potentially misleading players about their true financial situation.
• Lack of Transparency and Clarity: I have sought clear information on how my cashback is calculated, only to receive vague and conflicting explanations from different customer support agents. Bitcasino has shown an unwillingness to provide detailed gameplay logs or financial records, further adding to my suspicion and frustration.
Disregard for Player Engagement and Total Wagering Activity:
Bitcasino’s reward system focuses solely on net losses while ignoring the total value of my engagement and wagering activity.
• Ignoring Wins and Losses on Non-Cashed Out Deposits: The system disregards any wins I’ve accrued and subsequently lost within the casino, focusing only on the initial deposit amount. This method fails to recognize the actual level of my engagement with their platform and does not reward loyalty beyond the initial deposits.
Retaliation and Punitive Actions:
I believe that Bitcasino has retaliated against me for raising my concerns and filing a formal complaint with the Curaçao Gaming Control Board.
• Suspension of VIP Status and Rewards: After filing my complaint, Bitcasino suspended my VIP status and the associated rewards. I view this as a direct attempt to punish me for seeking external mediation and to deter me from continuing to challenge their practices.
• Alterations to Reward Structure: Throughout my communications with them, Bitcasino made several sudden changes to my reward structure, often coinciding with my expressions of dissatisfaction or attempts to get clarity on their cashback system. These changes—such as shifting from daily cashback to weekly rebates and back again—appear to reduce my rewards and add unnecessary complexity, making it difficult to track my earnings accurately.
Dismissive and Inadequate Customer Service:
I have found Bitcasino’s customer service to be dismissive, unhelpful, and inadequate in addressing my legitimate concerns. Their responses have lacked empathy and failed to resolve the issues I’ve raised, indicating a lack of genuine interest in fair customer treatment.
My Position:
I believe Bitcasino’s actions are not only unethical but potentially illegal, violating their licensing conditions and breaching principles of fair gaming. Despite depositing millions of dollars, I have been denied even the basic transparency regarding my financial transactions on their platform. This is unacceptable, and I am seeking a resolution that addresses these fundamental flaws in their practices, demands greater transparency in their operations, and compensates me for the retaliatory actions taken against me.
I will not be silenced or dismissed. I am prepared to pursue every available avenue to ensure that Bitcasino is held accountable for its actions.
Henk. M
