Hello,

A little more than 1 month ago I deposited and played in casino bitruby.io, winning 300k USDT in a completely fair and legit way, by catching big multipliers on their Crash game and betting big. I am 100% certain I have not used any exploit and my bets are not malformed, as I haven't messed with the code at all. However, when trying to withdraw a little bit, it was stuck as Pending. The 300k are still in my balance. So I asked for support in their Telegram chat, I was asked to wait for verification by the chat owner and waited for 2-3 weeks without news. Afterwards, I got blocked without any reason or explanation. Then, I contacted another admin in their chat, Eva, after a few days she told me their team won't let me withdraw because I have exploited some bugs on their platform, such as "balance duplication", which I didn't even know existed, and probably doesn't exist to be honest. I have assured them I haven't used any of the such, but they still refuse to listen and won't reply anymore. The bug one is an easy excuse to avoid paying my hard earned money, as I am 100% sure I haven't messed with the code and they are not able to show any real proof and evidence of my code hack, because there is not any.

Can you do something?

Thank you.

Dear fgbnhbgfdsw,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with BitRuby.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise how long were you a player of the casino and when exactly was your account blocked? 
• What crash games did you play to accumulate winnings in the casino?
• Do I understand correctly you haven't noticed any unfairly credited winnings when playing?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at [email protected], or post screenshots here

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello Tomas, thank you for your reply.

I had all the winnings the same evening I registered, on April 4. I wanted to immediately bet big while trying to catch big Crash multipliers, because it's a strategy that worked for me in the past to quickly make a lot of money, and I was successfully able to make it.

My casino account was not blocked, I still have access to it and the funds are still in my balance. My Telegram account was blocked from their Telegram chat creator around April 16, without explanation after claiming I was undergoing "verification".

I have only played their original game Crash and was able to catch huge multis fairly quickly.

While having big wins, sometimes some messages would pop up on the page saying that the win was too big for their available bank, but that's about it, and the wins were credited to my balance anyway. I did not do anything manually. There was absolutely no indication about their available bank elsewhere, in fact it still says the maximum payout is x1.000.000 (which I have not reached), that's what the Crash info menu says. However, I don't think they were referring to this when accusing me of "balance duplication" and "other exploits" which I should have done manually and absolutely haven't touched a thing.

I will forward you the screenshots. Thank you for your help

Thank you very much, fgbnhbgfdsw, for providing the necessary information. I will now transfer your complaint to my colleague Jozef ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Thank you. I am waiting for your next message.

Dear fgbnhbgfdsw,

I truly appreciate you sharing your experiences with the Casino Guru team. We will now proceed to reach out to the casino.

The casino Telegram chat founder keeps blocking me, and the other admin keeps ignoring my request to reply here and dismisses me by just saying I have used bugs. (because they don't have the real evidence to post here)

How has communication been on your end?

Before they reply anything here, they just told me their investigation result is: I have used multi-accounting and """double balance""", lol. So I would like to reply in advance here.

At the time of my winnings I only had made another TEST account (that I haven't used to play at all) because deposit was not working, and I wanted to check if by creating an account using Metamask it would work. Then Nick solved it. I already sent to casinoguru team the screenshot of my chat with Nick to prove it.

Any account created days AFTER my winnings does not count and was made for test purposes only, plus multi accounting is NOT a bug or a technique to make more money or duplicate balance, and it doesn't provide any benefit to me at all. I'm not sure why they would consider multi-account in this case, as I haven't used any bonus feature or referral exploit or anything else; they're just assuming things or making them up.

And I still have no idea what this DOUBLE BALANCE is.

Please help, casinoguru team, because they're just making things up now.

Good day,

My name is Nick, and I represent the technical support team at BitRuby. I would like to inform you about an issue related to one of our platform users. Our monitoring has revealed that this user systematically violates the rules of our service, specifically through the creation of multiple accounts and playing from Italy, as we do not support EU or USA currently

We have proves, where user, who created this topic, creating many different accounts, at Bitruby and Telegram, spamming our community, which is really red flag for us. Beside of it, that user knowing bugs, but do not want to reveal for our Bug bounty, and keep stating, that he earned 300k by himself everywhere, he/she communicate about the same issue from different accounts, indicating attempts to manipulate both the system and administration. Additionally, the user utilizes vulnerabilities related to multiple devices and balance duplication, which our security service has also recorded.

Furthermore, the user conceals their online presence using anti-detection browsers and creates new identifiers, complicating our tracking efforts. These actions are confirmed by our internal monitoring conducted over a long period.

Given these circumstances, we are compelled to deny this user any winnings, as well as all his/her fake accounts.

Finally, that user deposited 100$ and earned now 300k$, which is very low chance likely to happen, and as we are still in early stage, such bugs can occur

The only option we are considering is to return the full deposit; we are not considering any subsequent options, and close this topic and user account, as it again, violates our Terms and rules of our service

Sincerely,

Nick, BitRuby Technical Support Team.

Dear Casino Guru team,

You see how the above reply makes no sense. It is entirely focused on my "multiple accounts". I have made these accounts only DAYS AFTER I had my winnings and after I was blocked without explanation, because I wanted to check if I could play and withdraw with other accounts and if mine was flagged. And I didn't play that much with them. So they had already denied my payment at the time.

Even if I used VPN or other browser privacy features for other accounts (I haven't for the main account where I won these funds) it really doesn't matter. And these are not to be considered "vulnerabilities" of the casino!!! Just laughable. These accounts do not have influence over the funds being disputed here. I am not disputing funds earned through other accounts and never have. They just don't know how else to accuse me.

I used 3 Telegram accounts to contact them on this case and was blocked time after time, of course I wanted to know more and more angrily what happened and why I was being refused, it's not terrorism or "manipulation of the system and administration" (rotfl), just a natural reaction, and not a reason to deny my payment anyway.

As for the EU or USA rule, unfortunately I haven't taken any screenshot of their Terms and Conditions beforehand, but I have read it and I'm sure they just added it now to have more reasons on this case. Dear Casinoguru team, I hope you have read the T&C section before, because I don't think this rule was there before, and if you check their social chat histories I'm preeeetty sure there were many EU and USA players in there, clearly not all Asians. I'm sure they made it up now, because they've never told me anything about it. Especially since "EU and USA" is so generic, it's clear how it was written without thinking too much about it.

As for the infamous balance duplication, as you can see they still fail to explain what it is, why it would be still on their casino if they know about it, or provide tangible evidence with screenshots about it.

And why would Nick block me even way before they gave me a complete reason anyway? They had already decided they wouldn't pay me no matter what.

The fact I have won so much starting from $100 is absolutely not an indicator to be considered, especially since I managed to catch very big multipliers fairly early and that's how I reached a big amount very soon.

Dear Casinoguru team, I hope you notice how the above reply is just trying to discredit me in a very confusing and ineffective way, and those funds effectively belong to me.

Also, they had approved a small withdraw on another account where I used an American IP. ?? Don't tell me they didn't notice. That rule has been added purposely for this case. That is evidence for their malicious intent.

Dear fgbnhbgfdsw,

As you have confirmed doing it yourself, please be aware that creating multiple accounts is a serious breach of the terms and conditions in any casino. Whether it is for testing or any other reason, you should only have one account per casino, and I highly recommend that you do not do this again.

Please, can you clarify if you deposited funds and engaged in gaming activities on those additional duplicate accounts?

Yes, I did, however they were small amounts and as I said, it happened only after my first account was put on hold. I did not deposit or play on the test account I made using Metamask at the beginning, the one Nick was okay with. Therefore, I don't believe it should have any impact on funds earned legitimately on my original account.

I clearly admitted what happened exactly and that's all, so I would appreciate if the casino did the same instead of accusing me of exploiting other bugs, and I am down to come to pacific terms with them and kindly solve this. I always was. I did not have malicious intents with other accounts and/or other browser privacy features, and I apologize for that, but that's really all that happened. I will accept being banned from playing again in their casino if that is the reason, but I also think it's right for me to receive my funds before that.

Dear BitRuby Casino team,

Please, could you provide evidence supporting your claims to my email address?

[email protected]

Dear Casino Guru team,

All necessary evidence regarding the interaction with this user has been sent to you at [email protected]. We hope this will clarify the situation and set the record straight.

Thank you very much for your attention.

Sincerely,

Nick, BitRuby Technical Support Team.

Dear Casino Guru team,

Whatever is the evidence they sent to you, I suggest to please double verify what they sent. For what I know, considering their lies and manipulation of T&C, and since it took 4 days for them to send it, the evidence they provided might as well be photoshopped, edited through browser devtools inspection, or manually modified on the backend.

Thank you

Dear all,

I am extending the timer by 7 days due to the review of all provided information.

Dear fgbnhbgfdsw,

I have completed the case investigation. I regret to inform you that I have received compelling evidence indicating your association with other accounts attempting to defraud this casino. After reviewing the evidence provided by the casino, I must conclude that they have sufficient proof to support their allegations. Unfortunately, I have no choice but to close your case as rejected. While I would typically advise you to contact the casino licensing authority, I must highlight that you chose to engage with an unlicensed operator with a BELOW AVERAGE safety index on our platform.

Kind regards, Jozef