The player from Germany requested assistance from Gurucasino to permanently block his gaming account with WinSector NV due to ongoing losses and self-exclusion measures. He confirmed that his account was locked but had not completed KYC verification. The complaint was closed by the Complaints Team due to the player's lack of response, with no further action taken at that time.
Bitz Casino - Player requests account closure for self-exclusion.
Closed
Our verdict
Player stopped responding
Amount: ??
Bitz Casino
Safety Index 6.4 Below averageCase summary
Discussion
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3 weeks ago
Translation
Good day
I have a request for Gurucasino to help me further.
I have visited many websites of WinSector NV
Unfortunately, I played the same way as always, losing every time, not even a 50x or 100x win, losing every bet.
I have prayed several times that the owners of all WinSector NV websites would block my gaming account as a self-exclusion measure so that I can never unlock my gaming account again.
They'll block my account for a week, and then I can lose money again.
I request that the platform manager permanently block my entire gaming account and never allow me to lose money here again.
Automatic translation:
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3 weeks ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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3 weeks ago
Hello, thank you very much for submitting your complaint. I am truly sorry about your negative experience with Bitz Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Have you requested a self-exclusion specifically from Bitz Casino?
- Do you currently still have access to your casino account?
- Could you please confirm whether you have passed the KYC verification in this casino?
- Could you please share your communication with the casino? Send emails or chat transcripts to my email at attila.g@casino.guru, 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,
Attila
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3 weeks ago
TranslationThanks for the reply
1. Have you specifically requested self-exclusion for Bitz Casino? Yes, I have.
2. Do you still have access to your casino account? It has now been blocked.
3. Could you please confirm whether you have successfully completed the KYC verification at this casino? No, I haven't.
My game account is now locked.
Thanks for your help
Automatic translation:
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2 weeks ago
Thank you for your reply.
I am glad to hear that your casino account has now been locked. Could you please confirm whether the account has been permanently closed as part of your self-exclusion request?
If so, may we consider the complaint resolved?
Thank you in advance for your confirmation.
Best regards,
Attila
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1 week ago
Dear Player,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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4 days ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Attila
Casino.Guru
