Update: My Nightmare Experience with Bitcasino.io Continues

I wanted to provide an update on my ongoing issues with Bitcasino.io and their CEO, Matthew D'Emanuele. Despite my repeated attempts to resolve things amicably and professionally, the situation has only worsened.

The Dismissive CEO Response

Matthew's last email to me was so dismissive it wasn't even funny. Here's what he said:

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"I never stipulated the end of my business day, the reality is I am still in the office and will be for another 2-3 hours. Using terms like 'gaslighting' and 'dismissiveness' despite the amount of times I have responded and the length of the responses is not correct or accurate."

"You did not lose your status because you raised concerns. We also reinstated as soon as you clarified you were comfortable with us doing so."

"In terms of 'skeletons in the cupboard', again not a true reflection of our discussions as we have absolutely nothing to hide, far from it, we embrace the feedback we receive and ensure where necessary, improvements are made."

"I am keen to bring this to a satisfactory conclusion and therefore based on the detailed feedback you have taken the time to convey, I am pleased to offer a gesture of goodwill of EUR 2,500 that will be added onto your account to enjoy any game(s) of your choice."

"As soon as you confirm you are happy to proceed, I will ensure the funds are added immediately."

The Ongoing Issues

To say this response was dismissive would be an understatement:

1. Time Spent: I spent well over 8-10 hours over the past week dealing with something that should have been a minor issue.
2. Constructive Feedback: Every time I provided constructive feedback in a supportive manner, they responded by telling me I was wrong.
3. Dismissal by CEO: Matthew's long replies were supposed to show me how seriously they were taking my complaint but completely negated this by stating why every point I raised was wrong.
4. Manipulative Responses: His emails indicated he didn't want to hear feedback while making manipulative and gaslighting responses about how my feelings were incorrect.

Creepy Tracking of Personal Images

In one of Matthew's emails, he sent me screenshots of a personal profile of mine on a site that allows you to create AI images. I've created hundreds of AI images, but somehow he or his team found about 4 or 5 that showed a side-by-side comparison of Stake vs. Bitcasino. These images were shared privately with my VIP host, hoping that maybe a visualization would help them understand my points better since words seemed not to be working.

Matthew's response:

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"You confirmed that you shared those images with Taehee... It's only natural we identify where these images that you brought to our attention are published. As you said, public platforms are very easy to search."

This invasion of privacy felt creepy and disturbing and I informed him it made me uncomfortable, he replied:

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"There is nothing confusing or sweeping about this part of my response."

Verbal Accosting and Threats

Let's not forget:
- The Head of VIP verbally accosted me and threatened to suspend my account if I escalated the issue.
- Cristina told me not to continue trying to go to someone else at the casino because I "won't get a different answer."
- When confronted with these incidents, Matthew had the audacity to tell me that I was never threatened.

Selective Acknowledgment

When I brought up the incident involving 88 ETH (worth approximately $165k at the time) being stolen from my wallet minutes after a withdrawal from Bitcasino.io on July 28th, 2023, Matthew chose defensiveness over support or empathy:

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"Your statement around losses from your wallet are alarming as any suggestion around Bitcasino impacting this awful situation is absolutely not fair or accurate."

Despite my clear statement:

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"I explicitly stated that I was not accusing Bitcasino."

Escalation Highlights Systemic Issues

The fact that this situation required escalation to the CEO highlights a likely larger systemic issue within Bitcasino.io. As a VIP client who has deposited over $264,000 in just the last 8 months alone—and even more over two and a half years—the level of mistreatment and lack of resolution is unacceptable. It should never have reached this point if their customer service team was empowered and equipped to handle legitimate concerns effectively.

Final Straw: The Gesture of Goodwill

Initially, I informed Matthew that I'd like all my stats like deposits and wager activity since becoming a VIP—this would allow me to better assess his offer and evaluate how much they value me as a VIP client. However, I received no reply.

About four hours later due to the continued emotional toll and time this situation had already taken—and his continued dismissing of my emails whenever I disagreed—I accepted his offer:

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"After further consideration, I have decided to accept the EUR 2,500 goodwill gesture you offered."

To top it off:
- The gesture of goodwill was made clear it was not an admission of guilt but rather for my "feedback."
- This token amount was far less than I believe was fair considering how much I've deposited into their platform, I mean I receive bonuses from Stake that exceed this without having to be put through the wringer.
-Not one time did I receive an apology or anything close to that, not even for the ETH theft.

Informing Him About Public Support

As part of being transparent—I informed Matthew about my post on Bitcointalk because since he found those photos online it was certain he'd find out about this too! A few folks expressed their support for treating high-value players well which made me feel validated compared against dismissive responses received from him thus far!

Conclusion

In conclusion: My experience with Matthew D'Emanuele—CEO at Yolo Entertainment (Bitcasino.io)—has been marked by frustration & disappointment throughout every interaction faced! His complete lack customer service skills coupled rampant gaslighting tactics while denying he's doing so revealed fundamental systemic issues within company practices altogether...

If you are considering becoming a VIP player at Bitcasino.io—or any other platform under Yolo Entertainment's umbrella brands—think twice! No amount bonuses nor incentives can compensate adequately enough when treated such dismissively poorly concerning rightful valid concerns seriously addressed appropriately timely manner expected high-value clients deserve respect ultimately!

TL;DR: Despite escalation to the CEO, Bitcasino.io continued to dismiss legitimate concerns, invade privacy, and offer inadequate resolutions. After a week-long, exhausting exchange, they offered a EUR 2,500 goodwill gesture, which I accepted to conclude the matter. However, this represents less than 0.7% of recent deposits and doesn't address the core issues of poor VIP treatment, lack of transparency, and inadequate customer service. Potential VIP players should approach with caution.