What Happened
A player from Japan says they signed up at Bitcasino.io, took a 200% first-deposit bonus on a $680 deposit, and played only slots until the balance reached about $9,400 with the wagering done. After they passed identity checks, set up two-factor login and asked to withdraw, the casino said they had a duplicate account and had broken its terms, and took the balance. The player says it was their first account there.
How It Developed
- 2026-05-22Complaint opened on the day the player registered, asking for an investigation.
- 2026-05-25The player told the mediator nobody else in the household or on the same IP had an account, and that they used no VPN or shared device.
- 2026-06-01The mediator asked for the player's messages with the casino, and the player says they forwarded them by email.
- 2026-06-06The case was handed to a resolver who would deal with the casino directly.
- 2026-06-12The resolver asked Bitcasino.io for evidence of the alleged rule breach, then gave it 7 more days.
- 2026-06-26The casino never answered, so the complaint was closed as unresolved. The mediator pointed the player to Curaçao's gaming authority and its approved dispute services.
Unresolved
Bitcasino.io never answered the mediator, so its duplicate-account claim was never backed with evidence.
What Has (and Hasn't) Helped
Nothing: the casino ignored every request for evidence. The mediator noted that Curaçao-licensed casinos must name an independent dispute service in their terms and said Bitcasino.io's terms don't make clear which one. It suggested reporting that to the Curaçao Gaming Authority.