Bitcoincasino.io confiscation of 700,000 rubles

[castwil]

I do not understand why this Askgamblers casino is highly rated. 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.
<SNIP?

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.

[cocopop3011]

I've never heard of something so ridiculous. So, did they even attempt to contact you by email?

I would have suggested you opened a complaint, but I assme you still have your existing complaint pending?

[judasgoat]

casinos doing what they do best, stealing

[castwil]

12 hours ago, cocopop3011 said:

I've never heard of something so ridiculous. So, did they even attempt to contact you by email?

I would have suggested you opened a complaint, but I assme you still have your existing complaint pending?

Your Askgamblers team is biased. My complaint was rejected. My arguments and evidence are not taken into account. Therefore, I filed a complaint in the forum. I hope you are objective and understand what I'm talking about.

[castwil]

14 hours ago, cocopop3011 said:

I've never heard of something so ridiculous. So, did they even attempt to contact you by email?

I would have suggested you opened a complaint, but I assme you still have your existing complaint pending?

No, this casino hasn't tried to contact me by mail to make a call. This casino just stole my winnings. I hope that you are objective and have the possibility to help.

[pinnit2015]

Sounds a bit mental, their obsession with phone calls, but ho hum.

Anyhow, I see another site has said they're going to contact the casino rep for you so, in the interests of your complaint, I'd probably hold fire on any further comments until they come back to you. 

[pinnit2015]

And looksie, another forum.

Dont know what you’re thinking you’re going to achieve via this but plastering this same copy and paste across various mediums isn’t going to achieve it. 

[castwil]

11 hours ago, pinnit2015 said:

And looksie, another forum.

Dont know what you’re thinking you’re going to achieve via this but plastering this same copy and paste across various mediums isn’t going to achieve it. 

And do I need to change the very essence of the claim? I’ve said everything I wanted and I make it public everywhere.

[pinnit2015]

1 hour ago, castwil said:

And do I need to change the very essence of the claim? I’ve said everything I wanted and I make it public everywhere.

Make no difference to me - i don't care if you're paid or not, personally.

But lumping it across multiple ADR's/Complaints services etc isn't going to to help you get your money. It's why most places have a policy of 'incognito' when a complaints in progress - discussing it in the public fora is likely to hinder, not help.

You're already got a complaint with the regulator, no? So Lord knows why you're not waiting for them to come back - it's Curacao, so they're not going to rule in the players favour, granted.

All i'm saying is that wait until those avenues have been exhausted before banding round the word 'theft' - appreciate you may feel aggrieved but makes sense to play the smart game. 

Anyhow - as you were. 

[castwil]

1 hour ago, pinnit2015 said:

Make no difference to me - i don't care if you're paid or not, personally.

But lumping it across multiple ADR's/Complaints services etc isn't going to to help you get your money. It's why most places have a policy of 'incognito' when a complaints in progress - discussing it in the public fora is likely to hinder, not help.

You're already got a complaint with the regulator, no? So Lord knows why you're not waiting for them to come back - it's Curacao, so they're not going to rule in the players favour, granted.

All i'm saying is that wait until those avenues have been exhausted before banding round the word 'theft' - appreciate you may feel aggrieved but makes sense to Play the smart game. 

Anyhow - as you were. 

Initially, this was published only on 1 resource. Further, I realized that the administration of the casino began to ignore the resource and not give any arguments in response to mine. Further, I had to make it public, as advised on the forums. Today is what you see. I didn’t insult this casino anywhere, they simply insulted me specifically by accusing me of what I did not do. Why should I be more humble towards these people? When deception begins, chaos is happening in my life, nobody likes chaos.

[castwil]

The money was paid in full. Thanks to everyone who supported. Today - I do not recommend playing in this casino. Decide for yourself.

Also, I would like to add information that Askgamblers considered the casino decision to be correct and rejected the complaint. It was as disrespectful to me as possible. Today, I am proud that I received my money and was always honest.

 

[ValDes]

Happy to hear your money were paid in full. 

I also believe you owe the forum community correct information based on real facts rather than assumptions. And the facts are that submitted two complaints where the first one was rejected due to insufficient information and the second one was rejected simply because the AskGamblers Complaints Team reached to the conclusion (based on your own info and attached proofs) that you need to comply with the operator's KYC requirements and procedures, with the recommendation given to comply OR to forward the matter in front of the relevant regulatory body instead.  

[cocopop3011]

I was on the verge of locking the topic considering the complaint had already been plastered in other forums. But nevertheless it's good news to hear the wins have been received. 

[judasgoat]

what was the reason for the fuss?

didnt get the point of them