Bitsler Casino - Player's asking for a deposit refund.

Hi

I opened an account with this casino few weeks ago. Then I had a look at their license it was Antillephone gaming licenses. Then I sent the mail to close my account permanently because of addiction caused dispute with this operators. But Bitsler didn’t want to close my account and convince me to use the account. Because of their approach I lost 1000$. I need a deposits refunds of deposits 1000$ because I told them to close my account they didn’t do it on purpose. Please help me to get my refunds.

Dear Anto1318,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after cooling off period and this cannot be done for players who are addicted/with gambling problems).

From what I can see in the attached screenshots, you requested an account closure, and there is no mention of self-exclusion or gambling addiction, and it is clear that the reason was the casino's license. If the casino wasn’t informed about your problem before you made those deposits, we, unfortunately, cannot proceed with this case as failed self-exclusion and you are not entitled to a refund.

If there is a message in which you clearly state your gambling problem as a reason for account closure, please forward it to kristina.s@casino.guru.

Thank you very much in advance.

Best regards,

Kristina

Hi

i was told by their licensee I am banned for playing their casinos that’s the reason I sent a mail to Bitsler close my account. If I asked them to close my account permanently why does the operator need us to explain what is the reason?

This is clearly unacceptable they are targeting addiction players. I will send my full conversation to your mail address please have a look.

Thank you for your reply, Anto1318. I am sorry, but being unsatisfied with the casino's regulator is not a valid reason to ask for a deposit refund. I can only recommend that you do better research before you create a casino account in the future to avoid a similar situation.

Please, let me know if there is any additional information that would help us proceed with this case, otherwise, I will be forced to reject this complaint. Thank you for your understanding.

Hi

its not being unsatisfied the regulator told me I am banned for playing their license. Even I told to the operator to close my account permanently that’s the reason. But Antillephone nv operator wants money even 10$ deposits made they won’t refund because we played. Before I lost my money did I ask them close my account or not? I don’t understand casinoguru complaints handling process are?

some players got the refunds in other casinos because the country they registered from not allowed to I have seen few. But my case you guys are blaming me? Why different rules for different players?

Anto1318, if we asked the casino for a refund there was most likely a good reason for it. I clearly saw in the email communication you provided that you wanted to close your account because you don't want to play in a casino having this license. That is not a valid reason for us to request a refund. You also said that the regulator told you not to register in casinos with their license, not that you are automatically banned from all websites. I am sorry, but if you lost your deposits voluntarily by your own choice, the casino is not the one to blame. Again, I can only recommend that you do better research before you register in an online casino.

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.