Bitz Casino - Player's account has not been permanently closed.

Hello Casino.Guru Complaint Team,

I am submitting this complaint regarding a serious responsible gambling failure by Bitz Casino.

This is not a dispute about normal gambling losses. It concerns Bitz’s refusal to apply permanent self-exclusion after explicit disclosure of gambling addiction, and their continued inducement to gamble through bonuses and promotions.

KEY FACTS

1. Gambling addiction disclosure

On January 14, 2026, I explicitly informed my assigned Bitz personal manager in writing that I suffer from gambling addiction (problem gambling).

2. Clear request for permanent self-exclusion

At the same time, I unambiguously requested permanent self-exclusion (lifetime account closure), without any possibility of reactivation.

3. Refusal of permanent exclusion

Bitz refused my request and stated that permanent/lifetime exclusion is not available under their policy. They offered only temporary breaks, with a maximum exclusion period of 6 months, and the account could be restored at any time.

4. Temporary restriction imposed without consent

Instead of applying permanent self-exclusion as requested, Bitz applied a temporary restriction until 20.07.2026, with the option of reactivation. I did not consent to this as a substitute for permanent exclusion.

5. Manual control confirmed

After requesting reactivation, Bitz manually restored my account within approximately one hour. This confirms that Bitz can restrict and restore accounts manually and promptly, meaning permanent closure could have been applied immediately when I disclosed addiction.

6. Continued bonuses and marketing after addiction disclosure

Despite my addiction disclosure and request for exclusion, Bitz continued sending bonus and promotional offers, including a no-deposit bonus, encouraging further gambling.

7. Losses after refusal

As a direct result of Bitz refusing permanent self-exclusion, my account remained active and I incurred losses of approximately $3,700 after January 14.

8. Operator’s official written position

Bitz has confirmed in writing that:

• permanent self-exclusion does not exist under their policy (maximum is 6 months)

• refunds of gambling losses are categorically refused "by principle"

REQUESTED RESOLUTION

I respectfully request:

• Refund of $3,700 (losses incurred after the refusal of permanent self-exclusion)

• Immediate permanent closure of my account without the possibility of restoration

• Written confirmation of responsible gambling safeguards applied

EVIDENCE AVAILABLE

I can provide:

• Written messages confirming addiction disclosure

• The refusal of permanent self-exclusion

• Bitz’s written statement that lifetime exclusion is not available

• Proof of continued bonus/promotional offers after disclosure

• Proof of manual account reactivation within one hour

• Deposit and loss records

This case demonstrates a systemic responsible gambling failure: an addicted player requested permanent exclusion, was refused, and was continuously encouraged to gamble.

Thank you for your assistance.

Kind regards,

Jurijs V.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please forward me the promotional emails you received from the casino after your account was self-excluded?
• Did you receive any confirmation from the casino that your account was blocked until July 2026?
• Could you also kindly send me the reopen requests you sent to the casino, along with the casino's responses?
• Please forward me the requested documents, along with all the other evidence that could help us with the investigation of your case at [email protected]. These can be emails, screenshots, or chat transcripts.
• Is your account currently closed, or is it still open?

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

Best regards

Veronika