Jeg skriver for at dele en dybt bekymrende oplevelse, jeg har haft med Bitcasino, og for at øge bevidstheden om deres praksis.
For nylig rejste jeg bekymringer over Bitcasinos cashback-beregningsmetode, specifikt at cashback-udbetalinger blev regnet med i fremtidige cashback-beregninger, hvilket effektivt straffede spillere for at bruge deres optjente belønninger. På trods af adskillige forsøg på at få klarhed, blev mine bekymringer gentagne gange afvist af deres team.
Efter at have modtaget utilfredsstillende svar fra Bitcasino, besluttede jeg at indgive en formel klage til Curaçao Gaming Control Board (GCB), hvori jeg skitserede, hvordan jeg mente, at Bitcasinos praksis overtrådte deres licensbetingelser, især med hensyn til deres interne cashback-procedurer. I god tro informerede jeg frivilligt Bitcasino om denne klage, selvom jeg ikke havde nogen forpligtelse til at gøre det. Jeg håbede, at denne gennemsigtighed kunne foranledige en konstruktiv dialog.
I stedet for at adressere de specifikke bekymringer, jeg rejste, svarede Cristina, chefen for VIP, med en e-mail, der var defensiv og afvisende. I stedet for at engagere sig i problemerne forsøgte hun at retfærdiggøre deres praksis ved at fremsætte vage påstande om, at Bitcasino "overstiger industristandarder." Hun karakteriserede også min kommunikation som "misbrug" uden nogen specifikke eksempler og leverede vildledende statistikker om mine overskud og tab, der ikke havde noget at gøre med kernespørgsmålet om genbrugte cashback-midler.
Det er næsten til grin, hvordan hun tog mine overordnede ind- og udbetalinger op, som for at antyde, at jeg på en eller anden måde er blevet overbelønnet. Cristinas svar ignorerede den centrale bekymring: den uretfærdige måde, cashback beregnes og bruges mod fremtidige belønninger. I stedet afbøjede hun ved at pege på ikke-relaterede statistikker, der ikke har noget at gøre med min klage over gennemsigtighed og retfærdighed.
Det, der gør dette værre, er den gengældelse, der fulgte. Cristina informerede mig om, at fordi jeg indgav en klage til GCB, blev alle mine belønninger og bonusser suspenderet "indtil en løsning er defineret." Dette er chokerende og føles som en klar gengældelseshandling mod mig, fordi jeg søger lovmæssigt tilsyn. Der er ingen omtale i deres egne vilkår og betingelser, der retfærdiggør at suspendere belønninger, blot fordi en spiller har indgivet en klage. I henhold til deres vilkår er suspendering af belønninger typisk forbeholdt tilfælde af misbrug eller svindel, hvilket ingen af delene gælder for mig.
Jeg har været en loyal VIP-kunde siden 2019 og har indsat millioner af dollars på Bitcasino gennem årene. Men i stedet for at adressere legitime bekymringer om deres praksis, har de valgt at straffe mig ved at suspendere mine belønninger og bonusser – noget der virker helt uden for deres erklærede politikker.
Bitcasino har forvandlet det, der skulle have været en diskussion om fair behandling og klare politikker, til en straffesag mod en VIP-spiller. Denne adfærd er uacceptabel og rejser alvorlige spørgsmål om, hvordan de håndterer spillerklager og gennemsigtighed.
Jeg ønskede at dele denne oplevelse for at advare andre spillere om, hvordan Bitcasino kan reagere på legitime bekymringer. Har nogen af jer haft lignende problemer med Bitcasino eller andre online casinoer? Er det en almindelig praksis at suspendere belønninger som svar på en formel klage, og er det overhovedet lovligt i henhold til deres betingelser? Hvad vil du anbefale mig at gøre næste gang?
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I’m writing to share a deeply concerning experience I’ve had with Bitcasino and to raise awareness about their practices.
Recently, I raised concerns about Bitcasino’s cashback calculation method, specifically that cashback withdrawals were being counted against future cashback calculations, effectively penalizing players for using their earned rewards. Despite numerous attempts to get clarity, my concerns were repeatedly dismissed by their team.
After receiving unsatisfactory responses from Bitcasino, I decided to file a formal complaint with the Curaçao Gaming Control Board (GCB), outlining how I believed Bitcasino’s practices violated their licensing conditions, particularly regarding their internal cashback procedures. In good faith, I voluntarily informed Bitcasino about this complaint, even though I had no obligation to do so. I hoped that this transparency might prompt a constructive dialogue.
Instead of addressing the specific concerns I raised, Cristina, the Head of VIP, responded with an email that was defensive and dismissive. Rather than engaging with the issues, she tried to justify their practices by making vague claims that Bitcasino "exceeds industry standards." She also characterized my communications as "abusive" without any specific examples and provided misleading statistics about my profits and losses that had nothing to do with the core issue of recycled cashback funds.
It’s almost laughable how she brought up my overall deposits and withdrawals as if to suggest I’ve somehow been over-rewarded. Cristina’s response ignored the central concern: the unfair way cashback is calculated and used against future rewards. Instead, she deflected by pointing to unrelated statistics that have nothing to do with my complaint about transparency and fairness.
What makes this worse is the retaliation that followed. Cristina informed me that, because I filed a complaint with the GCB, all of my rewards and bonuses were being suspended "until a resolution is defined." This is shocking and feels like a clear act of retaliation against me for seeking regulatory oversight. There’s no mention in their own Terms and Conditions that justifies suspending rewards simply because a player has filed a complaint. According to their terms, suspending rewards is typically reserved for cases of abuse or fraud, neither of which applies to me.
I’ve been a loyal VIP customer since 2019 and have deposited millions of dollars into Bitcasino over the years. Yet, instead of addressing legitimate concerns about their practices, they’ve chosen to punish me by suspending my rewards and bonuses—something that seems entirely outside of their stated policies.
Bitcasino has turned what should have been a discussion about fair treatment and clear policies into a punitive action against a VIP player. This behavior is unacceptable and raises serious questions about how they handle player complaints and transparency.
I wanted to share this experience to warn other players about how Bitcasino might react to legitimate concerns. Have any of you had similar issues with Bitcasino or other online casinos? Is suspending rewards in response to a formal complaint a common practice, and is it even legal under their terms? What would you recommend I do next?
I’d appreciate any insights or advice. Thank you for taking the time to read this.
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