BitStrike Casino - Player’s account has been closed.

When registering, I entered my personal information at the casino. Afterwards, I made a deposit, played slots, and decided to withdraw money. My account was blocked, allegedly because I had another account. Please look into the situation.

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Hello,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. May I ask a few questions to better understand the situation?

• Do I understand correctly that you are not aware of creating more than one account?
• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Could you please tell me which games you were focused on — slots, live casino, sports betting, etc.?

I hope we can help resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Do I understand correctly that you are not aware of creating more than one account? I have just one account on my name

Is there any chance that someone from your household or using the same IP address has also created an account at this casino? I think it is impossible, just me gamling at casino.

Could you please tell me which games you were focused on — slots, live casino, sports betting, etc.? I played slots games: "demon jack 27; aloha christmas pokie"

Thank you very much for your reply, Taguhi. Were your winnings accumulated while a bonus was active, or without an active bonus?

Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

I accumulated with bonus.

Dear Taguhi,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Peter (peter.c@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Kristina

Hello there,

Thank you Taguhi for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask BitStrike Casino for their help in resolving this complaint. We would like to know why the player's account was blocked and what we can do to help resolve this issue.

Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Taguhi, I am in contact with the casino representative, I will keep you updated about any new developments. Thank you for your patience during this time!

Dear Taguhi,

I have tried to contact the casino repeatedly but have had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend that you contact the Anjouan Gaming Authority and submit a complaint to them. The regulator states that it will not handle individual disputes between players and operators, but if you would like to try contacting them anyway, you can do so through the validator on the casino website. Please let me know if you need help with submitting the complaint or how they responded, if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter