THEY ARE A SCAM PERIOD! THEY STOLE FROM ME!

Shortly after I posed my entire experience with them, they closed my account entirely!

I appreciate your perspective, but you've missed some crucial updates. This isn't about the 88 ETH anymore. Bitcasino has closed my account without explanation during an ongoing dispute, refused to provide my financial statements despite multiple requests, and has been unresponsive to legitimate concerns. This isn't about patience - it's about a company failing to meet basic standards of customer service and transparency. The issue has evolved far beyond the initial incident, and Bitcasino's recent actions are the real concern here.

I think you've misunderstood my position entirely. I'm not trying to recover the 88 ETH, nor am I asking Bitcasino to refund it. That incident was mentioned once to provide context, but it's not the main issue.
The real problems are:

Bitcasino's refusal to provide my financial statements, which I have a right to.
Their sudden closure of my account during an ongoing dispute.
Their lack of transparency and poor communication.

I'm not "staining their reputation" - I'm sharing my experience as a VIP customer who has been treated poorly. This isn't about the hack anymore; it's about how Bitcasino handles customer concerns and data requests. Please read my updated post carefully before making assumptions about my intentions or the situation.

Hold on. You've completely missed the point and made a bunch of wrong assumptions.
I had over $8k sitting in my wallet for at least 36 hours before the theft. This isn't about some bot snatching funds right after a big deposit. When I said no one could have known about the transaction, I meant the specific timing and amount, not that blockchain transactions are private.
You're oversimplifying a complex situation and ignoring the actual circumstances of my case. My issue with Bitcasino isn't even about the theft itself, but how they treated a VIP customer afterward.
Next time, try asking for clarification instead of jumping to conclusions and telling me I'm "wrong" about my own experience. Your snap judgments aren't helpful and show you didn't bother to understand the situation before commenting.
Don't pretend to be an expert on a situation you clearly don't grasp. It's not a good look.

Bitcasino.io Update

• August 2024: Raised questions about cashback calculations. Responses from my VIP host were vague and inconsistent.
  
• August 28, 2024: After escalating concerns, my rewards and bonuses were suddenly suspended without clear explanation.
  
  New Events since original post:
  
• Early September 2024: I made multiple requests for financial records, including to Matthew D'Emanuele (CEO) they all went unanswered despite being involved in an active conversation over email with Matthew. Once I asked for my financials Matthew informed me he was referring me to legal, I never heard from legal.
  
• September 8, 2024: Retained a lawyer and had them send a formal demand letter.
  
• September 9-18, 2024: Bitcasino's legal team promised account details but never delivered. They seemed more interested in questioning my lawyer's credentials than addressing the issues. Literally didn't even discuss the issues raised at all.
  
• Late September 2024: My account was abruptly closed during the ongoing dispute, with no explanation provided. My lawyer reached out and asked their legal team about the account being closed, this was the final response we received;
  
  Quote
  "Our client has elected, as is its right, to discontinue its relationship with your client.
  He is not entitled to any further explanation."
  

Current Situation:

• No access to my account or funds.
• Still haven't received complete financial records despite multiple requests.
• Bitcasino's team has gone silent on all fronts.
• No clear explanation for account closure or fund status.

This is beyond sketchy


Lack of Transparency: Inability or unwillingness to provide clear financial records.
Questionable Practices: Suspension of rewards and account closure coincidentally timed with raised concerns.
Poor Communication: Promises made but not kept, evasive responses.
Regulatory Questions: Potential issues with GDPR compliance and other regulations.


Questions for the Community:

Has anyone else experienced similar issues with Bitcasino.io?
What's been your experience with getting account information from crypto casinos?
How can we ensure better practices in the crypto gambling space?

I'm exploring my options and will update the community on any developments. It's crucial we discuss these practices openly.

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.

This isn’t about ‘fake accusations.’ This is about Bitcasino’s failure to address legitimate concerns and their CEO’s dismissive actions. Their so-called reputation doesn’t shield them from accountability. The focus shifting to the theft and away from the broader issues just highlights how they avoid dealing with real problems faced by their VIP clients.

My trust history on this forum has nothing to do with the validity of my lived experience. Dismissing my situation based on ‘trust’ avoids engaging with the actual issues I raised—poor VIP treatment and lack of accountability from Bitcasino. It’s about facts and actions, not reputations. I'm ready to post emails if you really want to expose this sham of a casino.

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:


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:

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

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:

Despite my clear statement:

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:

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.

Thanks for getting it. You're right on the money - their aggressive attitude and threats were way out of line, especially when I wasn't even blaming them for the ETH loss. It's basic customer service 101: don't go on the attack when a customer needs support.

I get what you're saying about casinos dealing with scammers and cheats. Trust me, I've seen my fair share of ridiculous behavior from some players. I totally understand why casinos might be on edge or irritated sometimes. And yeah, giving them time to deal with issues before going public is usually the right move.

But here's the thing - I'm not one of those problematic players. I've been a loyal customer, pumping millions into their platform. When I raised concerns, it wasn't about losing bets or trying to scam anyone. It was about legitimate issues with their VIP program and customer service.

What really got to me was how they deflected and refused to take any accountability. I mean, I get it - no business is perfect. But when you mess up, own it. Their defensive stance and unwillingness to address the real issues just made everything worse.

I'm not out here trying to torch their reputation. I just wanted them to acknowledge the problems and work on fixing them. Instead, they went into full defense mode, which honestly, only reinforced my concerns about how they handle customer relations.

I do play at other casinos, Stake being one, and more frequently than Bitcasno, and have very few problems there, if any (other than I'd like to win a bit more lol)

But seriously, when you've poured millions into a casino and they turn around and treat you like crap, it's not just about finding a new place to play. It fucking sucks, plain and simple.

It's not about getting better treatment or jumping ship to another casino. It's about the fact that after all that time and money, they couldn't care less. That stings, you know?

I'm not here whining about not getting enough perks or whatever. I'm talking about basic respect and decency. When you've invested that much, you expect at least a bit of consideration when shit hits the fan.

Yeah, I could just move on to another casino. But that doesn't solve the real problem. It doesn't make what happened any less shitty. And it sure as hell doesn't stop it from happening to someone else.

I'm sharing this because:

This crap needs to stop, not just for me, but for everyone.

Maybe it'll wake some casinos up to the fact that we're actual people, not just walking wallets.

Thank you for taking the time to empathize and understand the nuances of this incredibly disheartening situation, you really hit the nail on the head. I've never dealt with a casino as a high roller where I dismissed, punished, and had policy change whenever they want just because I am expressing concerns. The CEO and I have still be going back and forth, and I haven't even once received even an apology from them. I'm extremely disappointed with how this entire ordeal has been handled, and I'm still optimistic for a resolution but, the more back and forth the more exhausting and disheartening this entire thing is becoming.

I appreciate your questions, but I want to clarify a few things:

The 88 ETH loss was from my personal Metamask wallet, not the casino's wallet. This happened shortly after I made a withdrawal from Bitcasino.io to my wallet.
I didn't include specific wallet addresses or transaction details for privacy reasons. However, I have all this information documented, including police reports filed at the time of the incident.
The reason I included this incident in my post wasn't to accuse Bitcasino.io of being responsible for the theft. Rather, it was to highlight their lack of support and concern when a VIP player reported a significant loss immediately following a transaction with them.
You're right that 88 ETH doesn't just disappear. It was a sophisticated theft that occurred within minutes of the funds arriving in my wallet. The exact method of the hack is still unclear, which is why I termed it a "mysterious loss."
I didn't elaborate further on this incident because, frankly, it's been an incredibly painful experience. The loss of that much money led to a year of severe depression, which I'm still working through.

My post wasn't meant to be a detailed account of the theft itself, but rather an overview of my experiences as a VIP player, including how Bitcasino.io handled various situations. The 88 ETH incident was one example of what I perceived as inadequate customer support for a high-value player.
I hope this clarifies some of your concerns. While I understand the desire for more details, I hope you can also understand that revisiting this incident in depth is not something I'm comfortable doing in a public forum due to its significant emotional impact.

This is 100% correct, and I greatly appreciate the time you took to explain this to another forum member, however one slight correction the theft occurred only 10 minutes at most after the withdrawal from Bitcasino arrived to my wallet, I immediately transferred 26 ETH to Kraken and the rest was gone less than 5 minutes later.

Let me be clear: I’m not accusing Bitcasino of being responsible for the 88 ETH loss. Never have, and I hope I don't have to keep repeating that. In fact, when this whole thing went down and I posted about it elsewhere, I explicitly said I didn’t think the casino was involved.

The irony here is just incredible. When I posted about this on Reddit, people couldn’t believe I’d trust an online casino at all. Now, I’m not even accusing anyone of anything with the ETH loss, yet I’m getting replies defending the casino against accusations I never made.

Mentioning the 88 ETH incident in my post was about how it was handled—how Bitcasino failed to support a VIP player facing a major issue. It’s about their crappy customer service, not about who’s to blame for the loss.

The main point of my post—clearly missed by some—is pushing for better standards in customer service, transparency, and VIP treatment across the industry. It’s not about pointing fingers for something in the past; it’s about demanding better practices going forward.

Oh, I see we’re still making assumptions.

You’re saying I’m accusing Bitcasino, yet I’ve clearly stated multiple times that the 88 ETH loss wasn’t the primary focus of my post. But sure, if you want to twist my words, go ahead. For the record, I didn’t even think Bitcasino was involved until recently, despite what many commenters on Reddit suggested when I posted at the time. In fact, I defended Bitcasino back then—good one though.

As for how they treat their VIPs, let’s just say I’m a regular enough depositor to be halfway through Diamond Level at Stake. So, you can take your idea of what qualifies as a “high roller” and keep moving.

Thousands per day? Sure, I’ve deposited a quarter of a million dollars in the last 8 months alone. If that doesn’t count as regular or enough for you, then maybe you need to adjust your scale.

Next time, maybe get the facts straight before you try to poke holes in my story.

Thanks for the input, but please try reading more carefully.

Thanks for actually taking the time to understand the situation. I appreciate your empathetic response, especially on the 88 ETH loss and how the casino responded.

Switching casinos isn’t really the point—I already play more at Stake, so this isn’t about where I gamble.

My conversations with Bitcasino.io’s CEO, Matthew after the VIP status was reinstated was aimed at giving them constructive feedback to improve their VIP program. I wasn’t just complaining for the sake of it. I was offering insights that could benefit both the casino and its players.

By sharing this publicly, I’m not just looking for a solution for myself. I want to:

a) Get Bitcasino.io to rethink how they handle VIP player concerns and serious loss investigations.
b) Raise awareness among other players about the need for transparency and real customer service in online casinos.
c) Push for a bigger conversation about what standards should be in place for VIP treatment and account security.

You’re right—their unwillingness to properly investigate the 88 ETH loss was very disappointing, regardless of who was at fault. A more proactive and supportive approach would have been the bare minimum in this situation.

At the end of the day, I want to see improvements across the board. By putting this out there and offering real feedback, I hope to push for changes that benefit everyone, not just the big spenders.

Thanks again for your support and for contributing to this conversation.

Thank you for seeking clarification. I want to emphasize that I'm not accusing Bitcasino.io of any wrongdoing regarding the 88 ETH. My concern was more about their response to the incident as a VIP customer. The main issue is the lack of empathy and willingness to investigate, given the significant amount involved and my status as a long-term VIP player.

My Experience as a VIP Player at Bitcasino.io: A Cautionary Tale

For the past two years, I've been a dedicated VIP player at Bitcasino.io. Unfortunately, I have reached a point where I feel compelled to share my experience due to a lack of transparency and what I perceive as unfair treatment of high-value customers. This post aims to inform potential players about the realities of VIP status at Bitcasino.io.

Background:

• 2019: I registered with Bitcasino.io.
• April 2022: I achieved VIP status after three years and over $1 million in wagers.
• July 29, 2023: An incident involving 88 ETH occurred (details below).
• Last 8 Months: I deposited an additional quarter of a million dollars.
• August 2024: Raised concerns regarding the cashback system and made comparisons to competitors.
• Late August 2024: Issues were escalated to CEO Matthew following punitive actions by VIP manager Cristina.

The 88 ETH Incident:

On July 29, 2023, an incident occurred that significantly impacted my trust in Bitcasino.io. After my largest win ever, I requested a withdrawal of 114 ETH. I transferred 26 ETH to an exchange, but within minutes, the remaining 88 ETH (approximately $165,000 at the time) vanished from my wallet.

The circumstances surrounding this theft are particularly troubling. For over 36 hours prior to the incident, my Ethereum wallet held a balance of around $7,000 ETH, which remained untouched. I had been using this wallet for nearly two to three years to manage my funds, and $12,000 was the most I had ever held in it. No one, including myself, could have predicted that a large deposit would soon appear. The theft of the 88 ETH occurred within ten minutes of my withdrawal, and only two parties were aware of this significant transaction: myself and Bitcasino.io.

Additionally, if someone had gained access to my wallet information, it seems highly suspicious that they would leave the $7,000 untouched for such an extended period and only act immediately after this substantial and unexpected deposit. The thief allowed the initial transfer of 26 ETH to go through before siphoning the remaining 88 ETH. This level of precision and timing suggests an unusual degree of knowledge and awareness, inconsistent with a random compromise.

Normally, I keep most of my funds in a cold wallet for security reasons. However, whenever I played with ETH on Bitcasino, I used Metamask for convenience, so withdrawing through the same method made sense. My plan was to send the majority of the funds to cold storage after successfully withdrawing the 26 ETH to Kraken.

When I reported this to my VIP host, Taehee, she quickly dismissed any involvement by the casino and suggested I contact my wallet provider. At the time, I did not suspect Bitcasino.io, but the lack of concern or willingness to investigate the incident raised red flags.

I chose not to escalate as I was not directly accusing the casino of wrongdoing. However, the peculiar timing and circumstances of the theft make it difficult to ignore the possibility that more investigation is needed into the platform's security and transparency practices.

Non-transparent cashback policies:

On August 25, 2024, I sent a message to Taehee stating:


I also expressed frustration about the lack of clear communication and the inconsistent information from different support agents.


Despite Taehee's attempts to address some points, the core issues around the cashback mechanics and transparency remained unresolved.

The Tipping Point: Retaliation and Suspension:

After feeling ignored and undervalued, I informed Taehee of my plan to escalate the matter to the Curaçao Gaming Control Board (GCB). This led to a swift and severe reaction from Bitcasino.io.

Cristina, the Head of VIP, suspended my VIP status and rewards without prior notice. On August 28, 2024, she stated:


She further warned that any attempts to create negative publicity would result in harsher measures, including possible account closure.


This approach seemed to penalize me for raising legitimate concerns and seeking a fair resolution, contrary to the principles of fair gaming.

The CEO's Dismissive Response & Abrupt Change in Position:

With my VIP status and rewards suspended, I escalated the matter directly to CEO Matthew on August 28th. I expressed my disappointment with how my concerns had been handled and the retaliatory actions that had followed.


I also mentioned the erosion of trust due to the actions taken against a loyal customer who had wagered millions on their platform.


On August 31st, Matthew replied, dismissing my concerns about the cashback system and my comparisons to competitors like Stake. He offered a vague goodwill gesture and took a defensive stance regarding the 88 ETH incident, stating:


His response appeared to lack empathy and a genuine willingness to address the core issues, suggesting a lack of interest in resolving the situation fairly.

In my final email on August 31st, I reiterated my concerns and thanked him for his time, proposing potential improvements for their customer experience, without expecting any further response.

Matthew's Unexpected U-turn:

Later that same day, Matthew unexpectedly responded, expressing his disappointment at losing me as a customer but reiterating that he could not provide the information I had requested.


This abrupt shift in tone, from accepting my departure to expressing regret over losing a customer, further highlighted inconsistencies and a lack of transparency in Bitcasino.io's communication.

Current Status:

As of September 1st, 2024, the situation remains unresolved. Bitcasino.io's contradictory responses and lack of transparency have left me with no choice but to share my experience publicly. The core issues include:

• Inconsistent and unclear bonus systems
• Poor customer service
• Lack of transparency in cashback calculations
• Dismissive responses to legitimate concerns
• Potential security vulnerabilities, highlighted by the 88 ETH incident

Furthermore, Bitcasino.io appears to have been inactive on Bitcointalk since May 2024, which is over 10 months at the time of this post. Interestingly, this coincides with Matthew's appointment as CEO of Yolo Entertainment, Bitcasino.io's parent company. This prolonged silence raises additional concerns about their willingness to engage with the community and address customer issues publicly, especially given the significant change in leadership during this period.

Conclusion:

My experience with Bitcasino.io illustrates that even VIP players can face unfair treatment and a lack of transparency. For those considering playing at Bitcasino.io, especially at a high level, I urge you to proceed with caution and demand clear explanations of their policies and procedures. It is essential not to let the allure of VIP status overshadow the potential risks involved.

If others have had similar experiences with Bitcasino.io or other online casinos, I'd like to hear your stories.

TL;DR: As a VIP player who wagered millions at Bitcasino.io, I experienced:

• Mysterious loss of 88 ETH ($165,000) shortly after a withdrawal
• Unclear and potentially unfair cashback system
• Poor customer service and dismissive responses to concerns
• Suspension of VIP status after raising issues
• Contradictory responses from CEO
• Lack of transparency and community engagement (no Bitcointalk activity since May 2024)

This post details my journey from a high-value player to a disillusioned customer, serving as a warning to potential Bitcasino.io users.

I'm truly sorry to hear about your terrible experience with Bitcasino.io. Unfortunately, your story resonates all too well with my own harrowing experience with Bitcasino. It seems these unethical practices are becoming increasingly common in the online casino world.

As a long-time player with Bitcasino since 2019 and a VIP since 2022, I've witnessed firsthand the casino's rapid decline, especially over the past year. Like you, I've been subject to lies, gaslighting, and punitive measures simply for raising legitimate complaints.

I've documented my experience in detail here.

• Flawed cashback system that penalizes players for withdrawals
• Misleading reward calculations
• Retaliatory actions when I tried to file a complaint with the regulator
• Threats of account suspension
• Attempts to control and limit communication
• Dramatic decline in service quality and fairness over the past year

Your experience of being accused of "game abuse" without evidence and their refusal to pay out legitimate winnings is alarming but, sadly, not surprising given my interactions with them. It seems to be part of a pattern of behavior designed to avoid paying out significant winnings.
My advice, based on my extensive experience dealing with them, would be:

• Document everything: Keep all communication, screenshots, and if possible, recordings of your gameplay.
• Reach out to gambling regulators: Even if they're not currently processing complaints, it's important to have a record.
• Share your story: As you're doing now, spread awareness to warn other players.
• Consider legal action: If the amount is significant, it might be worth consulting with a lawyer specializing in online gambling disputes.
• Don't be intimidated: They may try to silence you or threaten your account, but stand firm in your right to fair treatment.

It's crucial that we continue to speak out against these practices. The more voices that join in exposing these unethical behaviors, the harder it will be for casinos like Bitcasino and BitcoinCasino.io to continue operating this way.

As someone who's been dealing with this for years, I can tell you that persistence is key. Don't let them wear you down. Your story, along with others like mine, can make a difference in pushing for more ethical practices in the online gambling industry.

Stay strong, and don't give up. The online gambling community needs to hear these stories to make informed decisions about where to play.

Thank you for the advice about signing a message to verify my ownership. However, as khaled0111 pointed out, the intent of my post was not to ask for donations or mislead anyone, but to understand what happened and seek help. That said, in an effort to address any lingering doubts, I have followed the advice and signed a message which you can find here: https://etherscan.io/verifySig/22663.

I'm well aware of the various scams circulating and want to reassure everyone that I'm approaching this with a high degree of caution.

I sincerely appreciate the support and guidance from this community during this incredibly stressful and challenging time