Home Complaints Bitcasino.io - Player is struggling to receive his winnings due to unfinished KYC process.

Amount: 6 BTC

Bitcasino.io - Player is struggling to receive his winnings due to unfinished KYC process.

6.5/10 Good reputation Submitted: 18 Jun 2020 | Resolved : 23.06.2020
Our verdict

Case closed


Case summary

2 days ago - 23 Jun 2020

The player from Israel has requested withdrawal. Unfortunately, it has been pending due to ongoing verification. Player’s complaint has been resolved successfully.

Written by Petronela
Casino analyst and complaint specialist

Hello I'm Eliasaf ***.

I've deposited (on 05/27/20) about 4 Bitcoins into my account, having won 2 more bitcoins I ended up having 6.128 Bitcoins in my account.

I've tried to withdraw the money and was told that my account required identity verification.

Having gone through the identity verification process I tried contacting them agian but they wouldn't answer.


Dear Eliasaf,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Do I understand it correctly that you account verification is still ongoing?  

Please understand that it is very important and essential process, during which casino makes sure that the money is sent to the rightful owner. None of the serious and licensed casinos takes KYC lightly and it might take few working days completing this thorough procedure. If all the data is correct, there should be no reason for the casino to delay your withdrawal.

Subsequently, it’s quite usual for a withdrawal, to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account especially if it’s your first withdrawal or you’re withdrawing a bigger amount of money. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Could you please advise how many days ago you have requested your withdrawal and started the account verification? I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,



It was more than 14 days ago I am attaching the email I received to the person yesterday.

Unfortunately, your account verification was not successful due to the following reason:

We have obtained evidence that you are acting in breach of our Terms and Conditions:

Under rule 2.1.18.

2.1.18. You acknowledge and acknowledge that we reserve the right to detect and prevent the use of prohibited techniques, including but not limited to fraudulent transaction detection, automated registration and signup, gameplay and screen capture techniques. These steps may include, but are not limited to, examination of Players device properties, detection of geo-location and IP masking, transactions and blockchain analysis;

Under Rule 13.1.

13.1. If you breach any provision of these Terms and Conditions or we have reasonable grounds to suspect that you have breached them, we reserve the right not to open, suspend, or close your Member Account, or withhold payment of your winnings and apply such funds to any damages due to you.

As a final exemption, we ask you to specify a bitcoin wallet address to where your current balance (6128.8 mBTC) will be returned to.

If you attempt to open any new accounts, please note that any deposits you send to Bitcasino will not be returned in the future.


We appreciate your understanding regarding this matter.


Child Regards,

Bitcasino Player Safety and Assurance Team


Dear Eliasaf,

Thank you very much for your reply. Could you please specify if you have provided the Bitcoin wallet address?


I gave them and now I see that they have deposited the full amount with me

I thank Casino Guro

Thank you so much for being a great site

Don't know you wouldn't do without you



I have a problem with Red Star Casino with over $ 88,000 I sent you a separate complaint to thank you for your care


Great news. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thank you very much Eliasaf for your confirmation and please don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

We will publish your other complaint as soon as possible.