Casitsu Casino - Player’s account was suspended after asserted bonus abuse.

Dear Casino Guru,

I have serious problems with Casitsu casino.

On November 9, 2023, I made a 100€ deposit at this casino and used the 140% deposit bonus that was sent to me by email. When I finished wagering, I had 1599.90€ left in my account.

After successful verification, I made a withdrawal on 11/14/2023.

Today I wanted to see if there was anything new about this and I was greeted by a notification that my account had been suspended. I also received a notification by mail that I abused the bonus and I assume that's why my account was terminated. First of all, let me tell you that I have not abused the bonus conditions with anything, because I have been playing slots on the Internet for too long and I know what to look out for.

And secondly, they didn't even explain to me how I was supposed to abuse the bonus conditions. I would like if you could help me. I will attach all the pictures I took while playing (account balance, completed wagering, bonus promotion I received by mail, my deposit,...).

Thank you.

Best regards,

Alen

Dear Svist23,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully?
• Which games you’ve been playing (live casino games, slots, or sports betting)?
• Have you redeemed any promotional offers from this casino in the past?

If there’s any relevant communication, please forward it to petronela.k@casino.guru. 

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

Hello,

I registered in this casino on 1/31/2021. And I also passed the verification successfully. I sent them the last documents on 12/11/2023 because they requested new documents (selfie,...). Yes, I used their promotions several times, which they sent me by mail. This is not the first deposit bonus I have used. Although I can't find any emails about deposits to this casino, I'm sure I've made several deposits. I don't have access to my casino account because it was blocked, so I can't check this information either.

Best regards,

Alen

Hello,

I forgot to tell you that I play only slots in casino.

Best regards.

Alen

Hello,

Thank you very much for listening to me and because I know you tried your best to help me. I have sent a complaint about Casitsu Casino to 3 different websites that deal with complaints. I don't know if you solved my case or one of the other two websites. But Casitsu casino sent me 1,599€ on Saturday and without explanation. So thank you very much for your help. As for this casino, I still have a very bad opinion and would not recommend it to any of my friends. If I hadn't been so persistent and if I hadn't written complaints, I would never have seen this money. Thanks again.

​

Best regards,

​

Alen

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Svist23, for your confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru