What Happened
A player from Canada says they won with their third deposit bonus at Bitcasino.io, then saw the balance drop when switching games because the bonus had been cancelled. Support said this was over a suspected second account. The player says they played alone and passed a face-scan ID check. The complaint lists 11,000 USDT, but the player did not explain that figure when the mediator asked.
How It Developed
- 2026-04-01The mediator asked whether anyone else at home or on the same IP had an account, which KYC checks were done, and what the 11,000 USDT stood for.
- 2026-04-09A resolver asked Bitcasino.io why the winnings were taken.
- 2026-04-22The casino quoted its terms: it picks who may get promotions, allows one bonus per household, address or IP, and can close accounts or remove funds if it finds bonus abuse.
- 2026-05-06The mediator asked the casino for proof that the rules were broken.
- 2026-05-20No proof arrived. The mediator closed the case as unresolved and suggested the Curaçao regulator, which says it does not handle single disputes.
Confiscated
Bitcasino.io gave the mediator no evidence of a second account and kept the bonus winnings.
What Helped
Quoting the terms was not enough: the mediator wanted evidence that the rule was broken, and none came. If you face a one-bonus-per-household claim, ask the casino to say exactly what links you to another account.