The Dismissive CEO ResponseMatthew's last email to me was so dismissive it wasn't even funny. Here's what he said:
"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 IssuesTo say this response was dismissive would be an understatement:
This doesn’t come off as dismissive to me at all. Getting a direct response from the CEO is not something that you see at most casinos. They seem to be doing what they can to try and keep you as a customer
Your grievance seems to arise from the stolen ETH incident. Their response may seem inadequate but they can’t be held responsible when the most plausible explanation is that you had improper security on your device. Unless you can provide evidence of them compromising your wallet, I don’t see any clear wrongdoing by Bitcasino.
Actually, my Metamask wallet was connected to the casino, which is how I conducted the withdrawal. This direct connection means Bitcasino can’t simply wash their hands of the issue. Now, yes, I am calling them out—especially after Matthew’s evasive behavior.
Even if you connect Metamask to a Bitcasino, they only have basic permissions which allow them to view your address and balance. They can suggest transactions but they cannot withdraw from your wallet unless you give them approval, the Metamask interface should show you what you are approving. If you approved an 88 ETH withdrawal, I would think you would remember that.
I think it is more likely that you were phished or hacked at some point and the ETH got stolen by a
sweeper bot. Metamask does offer customer support. I don’t know how helpful they might be but you can try contacting them for help in figuring out what happened.