Bitz Casino - Player faces withdrawal issues and deceptive practices.

Dear Casino Guru Team,

I am writing to formally lodge a complaint regarding my recent experience with Bitz Casino. As a resident of Canada, I was assured by Bitz Casino’s representatives that I could deposit funds and play without any issues. However, upon depositing $1,100 CAD in Litecoin, I was unable to access any games due to "jurisdiction issues." Specifically, I attempted to play Pragmatic Live Baccarat, a game accessible in Canada on other platforms, yet it was restricted on Bitz Casino.

When I reached out to their customer support for clarification, they advised me to use a VPN to change my IP address to another country. I expressed my discomfort with this suggestion and requested a refund, as I could not access any games. Unfortunately, they refused to process a refund and insisted that I use a VPN to gamble. Feeling coerced, I reluctantly used a VPN, an action I had never taken before.

Additionally, when I attempted to withdraw my funds, my request was rejected. The support team informed me that I was required to wager three times my balance before any withdrawal could be processed, a condition that was not disclosed prior to my deposit. They had previously stated that no KYC (Know Your Customer) procedures were necessary, and no additional requirements were mentioned.

I believe these practices are deceptive and unfair. I am seeking your assistance in recovering my $1,100 CAD and in addressing these unethical practices to prevent other players from facing similar issues.

Thank you for your attention to this matter.

Sincerely,

Dear sati725,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced with Bitz Casino.

To better understand your situation and assist you effectively, I would appreciate it if you could provide additional details:

• Could you confirm your current account balance with Bitz Casino?
• Did you receive any written instructions or terms when the customer support team advised you to use a VPN to access their services?
• Have you submitted any withdrawal requests so far, and if so, what responses did you receive from the casino?

Do you have any records of your communication with the casino (emails, screenshots, or chat logs)? If so, please forward these to petronela.k@casino.guru to help us evaluate the situation.

For your reference, here are the relevant casino rules:

1. Know Your Customer (KYC):

Bitz reserves the right to request KYC documentation at any time.

The casino may restrict deposits, withdrawals, or access to services until identity verification is complete.

The first response to KYC inquiries is due within seven days, and the entire process should be completed within 30 days.

2. Deposit Wagering Policy:

Deposited funds must be used for gaming activities.

Cryptocurrency deposits used for casino games and sports betting have a wagering requirement of x0.3.

Fiat currency deposits used for casino games have a wagering requirement of x3, and for sports betting, the wagering requirement is x1.

Your cooperation is crucial for us to proceed with the case and work towards resolving this issue. Without the necessary information and documentation, we won’t be able to move forward effectively.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Hi Petronela,

please see attached evidence to email that was provided! It’s labeled bitz casino/bitz.

Could you confirm your current account balance with Bitz Casino?

0

Did you receive any written instructions or terms when the customer support team advised you to use a VPN to access their services?

Yes, I’ve emailed it all.

Have you submitted any withdrawal requests so far, and if so, what responses did you receive from the casino?

I tried to upon realizing that no games worked for Canadians however was told that no withdrawal/refund can happen even if you haven’t played. It felt very shady of a practice to force a player to play on a VPN but I had no choice..

Hi sati725,

Thank you for your response and for sharing the details about your experience with Bitz Casino.

I understand your frustration with the situation. However, since your account balance is now $0 and the funds have already been lost through gameplay, I regret to inform you that there is little we can do to recover your deposit.

It is important to note that when you were advised by the casino to use a VPN, the best course of action would have been to stop playing and address the issue directly without proceeding further. Once you chose to continue playing despite the circumstances, any claim that you were "forced" to play becomes difficult to substantiate.

Additionally, as you’ve already filed 33 complaints on our platform, you are likely aware that when players willingly proceed to play and lose their funds, our ability to assist is very limited. In this case, since there is no remaining balance to dispute, the matter is effectively closed from our side.

If you encounter any similar issues in the future, I strongly recommend refraining from gameplay and instead contacting us or seeking clarification immediately. This will help us better assist you before further complications arise.

Thank you for your understanding, and if there is anything else we can assist you with in the future, please feel free to reach out.

Best regards,

Petronela

Casino.Guru