Bitz Casino - Player’s account has been closed.

Your system write that I am from Poland, but I am from Latvia.

The problem is with bitz.io casino, where I registred at 15th May.

When I registred I received offer, that I can activate 100% deposit bonus, which I will receive after I made x29 wager from my deposit.

Made 6500 trx. Played with my own money, and later when I loosed my deposit, I made one more with amount 9668 trx. Then pyaing my own money my balance grown to about 11500 eur and at this moment casino grant me 6500 trx real money ( converted from bonus, which was frozen until I will make x29 wager).

Trying to withdraws winnigs, first one 20000 trx was approved.

Then casino asked me to pass verification, I go to verification link which was in my account, but there not be available to choose my country (Latvia). I wrote about it in support, and they asked me to send video selfie with my ID document. I did it.

After 1-2 hours they said that ;

Thank you for waiting.

Unfortunately, a random check of your gaming activity revealed that you violated the rules of fair play and used third-party hardware or software when playing using the bonus system.

The account has been blocked, as our further gaming cooperation has been terminated.

I think this is absolute fake. I ask you to help me. I see that you made very good review for this casino, which use very ugly reason trying to steal my own money. (from balance 32000 trx then grant on 6500 trx to me).

Dear ARTEMIJS,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Bitz Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Could you please describe the manner you played in the casino to our best knowledge?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

I played slots game from bgaming provider, seems like named dice million or something like that. Played only this game.

Manner? I just made deposit and started to play, first I played with bet about 1 euro. Then when I loosed about 1200-1300(about) euro from balance. I made one more deposit about 2000 euro. And then started to play with bet 15 euro. with 15 euro I hit my luck and got balance about 14000 euro, then loosed about 1-1.5. When site shown that I made wager x29 from first deposit. Casino added to my account 6500 trx. And I tried to make withdraw.

Thank you very much, ARTEMIJS, for providing the necessary information. I will now transfer your complaint to my colleague Kubo ([email protected]), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello ARTEMIJS,

We would like to update you that due to Kubo, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kubo has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kubo will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear ARTEMIJS,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Bitz Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Bitz Casino,

Could you please provide a comprehensive explanation of this case, including the specific reasons for the closure/blocking of the player's account? Your detailed insight will help us proceed with a fair and informed resolution.

Thank you in advance for your cooperation and prompt response.

Best regards,

Kubo

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 ARTEMIJS,

I apologize for the delayed response.

Unfortunately, as the casino has not responded within the given timeframe, the standard procedure would be to close the complaint as unresolved. However, I understand that this would not help in effectively addressing your issue.

Given the casino’s previous history of cooperation and the possibility that they may not be receiving notifications about ongoing complaints, I’ve decided to take additional steps and reached out to their representatives directly through some of our established contacts in an effort to obtain a response.

While I cannot guarantee the outcome or whether they will respond, I remain hopeful that we can achieve a satisfactory resolution.

To allow time for this, I’ve extended the complaint deadline by an additional 7 days.

Thank you for your understanding and continued patience.

Dear ARTEMIJS,

I have repeatedly tried to contact the casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. 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 casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

In the meantime, I recommend contacting the Anjouan Offshore Finance Authority (AOFA) also known as Anjouan Gaming by submitting a complaint through the license badge displayed in the footer of the casino’s website. Regulators often have additional tools and authority to assist players in such situations.

For guidance on how to effectively submit your complaint to the regulator, you can find helpful information in this article.

If you need any assistance with the submission process or receive a response from the regulator, please don’t hesitate to email me at [email protected].

I’m truly sorry that I couldn’t provide a more favorable resolution this time.

Best regards,

Kubo

Dear ARTEMIJS,

We’ve reopened this complaint at the request of Bitz Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Bitz Casino,

Could you kindly offer a thorough explanation regarding this case, detailing the specific reasons behind the closure/blocking of the player's account? Your comprehensive insights will assist us in reaching a fair and informed resolution.

Thank you for your cooperation and prompt reply.

I'm glad the casino got in touch. I hope we can all figure out what happened here.

It is absolutely unfair that the casino is trying to use the bonus rule (which I did not violate in any way) to take my winnings, which were made without a single bonus cent.

Dear ARTEMIJS,

The casino requested that the complaint be reopened; however, a week has passed, and they have yet to provide a response. Unfortunately, I also haven’t received any reply to my follow-up email.

I don’t want to sound pessimistic, but there is a possibility that this case may end up unresolved once again... I’ve reached out to the casino representatives once more to understand the reason behind their lack of response.

I just wanted to keep you informed and be transparent about the current situation - and to prepare you for the potential of another unsatisfactory outcome. Please know that I share your frustration and would gladly influence the process if I had the power to do so.

If there are any developments in the meantime, I will update you as soon as possible.

Thank you for your understanding.

Greetings. from, Bitz

Thank you for your patience.

We will provide you with a detailed and comprehensive response to your complaint shortly.

Best regards,

Bitz Team

Dear Bitz Casino,

Thank you for your response.

I’d like to respectfully point out that this case has now been ongoing for over two months. You initially requested the complaint to be reopened on July 1st, and we accommodated that request by reopening it on July 14 to allow additional time for you to prepare your statement.

However, your latest update on July 21 simply informed us of yet another delay. We kindly ask that you treat this matter with the seriousness it deserves and provide the necessary information without further postponement.

Thank you for your cooperation and understanding.

Hi ARTEMIJS,

Thank you for being part of our community.

We highly value feedback from our players, as it plays a vital role in helping us enhance the quality of our services and deliver the best possible experience.

However, we would like to clarify some important points that were not mentioned in your complain.

Following an in-depth review of your account activity, we have identified multiple instances of bonus abuse.

Specifically, we found that you created and used at least four separate accounts, each of which took advantage of our 100% first deposit bonus offer. This behavior constitutes a clear violation of our terms and conditions, and is classified as bonus abuse.

Our analysis indicates total deposits across these accounts amounting to approximately 85,000 TRX, with corresponding withdrawals of around 134,000 TRX. Given the circumstances and the nature of the violations, we believe our decision to return your initial deposits and terminate our service agreement with you is both fair and justified.

Please be advised that the creation of additional multi-accounts has resulted in significant financial losses for our platform. Any future attempts to create new accounts under similar conditions will lead to immediate blocking and complete forfeiture of funds.

We appreciate your understanding.

We are ready to provide all the necessary evidence obtained during a thorough analysis to the forum representative via email upon request.

Kind regards,

Bitz team

Dear Bitz Casino,

Thank you for your clarification and for providing the additional information.

I would kindly request that you share any relevant evidence supporting the allegations made against the player referenced in your latest communication. Please feel free to forward the materials to my email address at [email protected].

Thank you for your cooperation.

The 100% bonus you are talking about is not a bonus you are giving out. It is a reward for wagering. I did not create any four accounts. It is interesting that you have not been able to provide evidence for more than a month. You told me about another reason for blocking, it seems you are confused about the reasons, liars do this.

I said before, I won money playing and I risk my money. I did not receive the bonus I played with. You are cunningly not talking about it. But I think people will understand whether to play here or not.

The requested information has been sent to your email [email protected]

Should you require any additional details we will be happy to assist you

Kind regards,

Bitz Team

Kindly note that the bonus used at your account was the 100% first deposit bonus.

100% deposit bonus, which I received after I played full day and my winnings was on my real balance. only then you "gave" me some bonus, which was fake and you confiscated your bonus and MY REAL MONEY WINNINGS.

So at this moment I do not received any bonus from your side. you just used it like reason about some unfair play, absurd 🙂

Dear Bitz Casino,

Thank you for your recent message. I have responded with some additional inquiries and look forward to your reply.

I appreciate your continued cooperation.

Greetings from Bitz Casino

We've received your request via email

We're currently preparing all the necessary information and will send it to you shortly

Kind regards,

Bitz Team

Dear Bitz Casino,

I believe there may have been a misunderstanding, as your recent email appears to be identical to the previous one and does not address any of the inquiries I raised. Could you please review my latest message again and provide the necessary clarifications?

Thank you for your attention to this matter.

Greetings from Bitz Casino

We’ve gathered some additional information and sent it to your email.

If you need anything else — we’ll be happy to provide needed information upon your request

Kind regards,

Bitz Team

Dear Bitz Casino,

I have reviewed your email and responded with some additional inquiries regarding this matter. I would greatly appreciate it if you could review my questions and provide your response at your earliest convenience.

Thank you for your cooperation.

Greetings from Bitz Team,

The requested information has been sent to your email [email protected]

If you need anything else — we’ll be happy to provide needed information upon your request

Kind regards,

Bitz Team

Dear ARTEMIJS,

Following a thorough review of all evidence and the clarifications provided by the casino, I must unfortunately inform you that we are unable to uphold your complaint.

The evidence strongly indicates either multi-accounting or collusion with other players. While I cannot share the specific details of the investigation, please be assured that the decision was made in line with our established policy.

For this reason, your complaint has been rejected as unjustified.

If you believe the casino’s actions were unfair, I recommend contacting the Anjouan Offshore Finance Authority (AOFA) also known as Anjouan Gaming by submitting a complaint through the license badge displayed in the footer of the casino’s website. Regulators often have additional tools and authority to assist players in such situations.

For guidance on how to effectively submit your complaint to the regulator, you can find helpful information in this article.

If you need any assistance with the submission process or receive a response from the regulator, please don’t hesitate to email me at [email protected].

I’m truly sorry that I couldn’t provide a more favorable resolution this time.

Best regards,

Kubo