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 veronika.f@casino.guru. 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

Hello Veronika, thank you. I have prepared all requested screenshots and evidence. I will send the full package to your email shortly. Kind regards, Jurijs.

Hello Casino.Guru Team,

I have an ongoing complaint against Bitz Casino assigned to Veronika F.

I submitted the full evidence package (screenshots + English translation document) several days ago, but I have not received any confirmation or further response. The case is approaching closure in 1d : 22h, and I’m concerned it may end without proper review.

Could you please confirm the complaint is still actively being processed?

Thank you,

Jurijs V.

Dear yuravish,

Thank you for reaching out and I sincerely apologize for the delay in responding. We are currently managing over 1000 active complaints. While we strive to reply as quickly as possible, it is not always feasible to address all messages immediately. We have a 7-day response window for each complaint and will always get back to you as soon as we can. Thank you for your patience and understanding.

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, Igor (igor.p@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,

Veronika

Dear yuravish,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the Bitz Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a Bitz Casino representative to join this conversation and participate in resolving this complaint.

Dear Bitz Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.

Greetings from Bitz,

Thank you for reaching out.

Let me review the information you provided, and I will get back to you shortly.

Thank you for your understanding,

Bitz Team

Dear Bitz Casino,

Thank you for your response and for informing us that you are looking into this case.

Please reply when there is any update regarding this complaint.

Greetings from Bitz,

We have provided detailed information regarding this case to your email address, igor.p@casino.guru

Should you have any additional questions or require further clarification, we will be happy to answer

Thank you for your understanding,

Bitz Team

Dear Bitz Casino,

Thank you for your email, as well as for the evidence and clarification provided.

Upon reviewing your message, I would like to point out one important matter.

Permanent self-exclusion is an industry standard designed to protect vulnerable players.

I understand that you do not require KYC verification and that players may potentially open a new account at any time.

However, once a player requests permanent self-exclusion due to gambling-related problems, the casino should close the account as soon as possible.

In this case, the player informed you several times about his gambling problem, yet no protective measures were taken on your side.

At the very least, deposit and/or betting restrictions should have been implemented at that point.

Therefore, the player should be eligible for a refund of the deposits made after the first self-exclusion request.

Dear Igor,

Thank you very much for your review and clarification.

I confirm that my request concerns only the deposits made after my first permanent self-exclusion request following addiction disclosure.

I appreciate your assistance and remain available should any additional information be required.

Kind regards,

[redacted by Casino Guru]

Greetings from Bitz,

We have sent you an additional email with further clarifications.

Please review the contents of that message at your convenience.

I will look forward to your update.

Thank you for your understanding,

Bitz Team

Dear Bitz Casino,

Thank you for your email and for providing further clarification. I would like to emphasize one crucial point that I mentioned in my previous message.

While I understand that you do not offer a permanent self-exclusion option, we believe this should be considered an industry standard that all responsible casinos should implement. Providing a self-exclusion option for a maximum of six months, even if there is the possibility to extend the restriction, does not align with what we consider safe practices.

When a player requests permanent self-exclusion due to gambling-related issues, it is essential for the casino to close the account as soon as possible. In this particular case, the player has communicated their gambling concerns multiple times, yet it appears that no protective measures have been taken. At the very minimum, deposit and/or betting restrictions should have been enforced until an acceptable resolution could be reached.

I understand that some players may use such requests as an excuse to gain bonuses; however, the protection of players should always be the top priority.

Furthermore, as indicated in the player's earlier messages, it seems that despite the six-month self-exclusion period, the player was able to reopen their account.

Please note that regardless of the language or phrases a player may use, once self-exclusion is set, there should be no way to reactivate the account.

In summary:

1. We do not consider a self-exclusion option limited to six months to be a safe practice, and we strongly recommend implementing a permanent option.
2. Once 6-month self-exclusion was activated, it should never have been lifted.

Therefore, the player should be eligible for a refund of all deposits made after the first self-exclusion request.

Could you please provide a document showing all of the player’s deposits and withdrawals since January 14th, 2026?

Thank you.

Hello, here are all deposits made after the 14th, 2026. I have not made any withdrawals since then.

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.

Greetings from Bitz,

Kindly note that we have sent additional information regarding this case to your email.

Please review and consider these details at your discretion.

Thank you for your understanding,

Bitz Team

Dear Bitz Casino,

Thank you for your email. However, our point of view remains the same. The most crucial points are as follows:

• We do not consider a self-exclusion option limited to six months to be a safe practice, and we strongly recommend implementing a permanent option.
• Once a 6-month self-exclusion is activated, it should never be lifted.

I understand that some players may attempt to abuse self-exclusion in order to obtain a refund. However, in this case, there was no wrongdoing on the player’s side.

If you had permanently closed the player’s account immediately and not allowed it to be reopened later (as should always be the case in such situations), none of this would have happened.

The player intended to permanently self-exclude from the very beginning and clearly expressed concerns about a self-exclusion option limited to six months.

Since this complaint has been ongoing for some time without any significant progress, in your next response, I expect you to provide any information or evidence that may help move this complaint toward a successful resolution. Otherwise, I will have to close this complaint as unresolved.

Greetings from Bitz,

After conducting a comprehensive review of the data related to this case, we have concluded that the manager handled the player’s request appropriately.

We take the issue of gambling addiction very seriously and always strive to provide support and assistance in such situations. When the player requested a ban, the manager offered two available self-exclusion options; however, the player did not confirm either of them. Instead, the player accepted a bonus and continued playing.

Without the player’s explicit consent to proceed with account suspension, we are unable to impose restrictions. As a result, the account remained active, and the player continued making deposits. In this instance, the responsibility lies with the player, as no authorization for account blocking was provided.

Thank you for your understanding!

Kind regards,

Bitz Team

Dear yuravish,

As mentioned in previous messages, we believe that the casino should act accordingly when handling self-exclusion requests. This includes offering the option of permanent self-exclusion. We consider your self-exclusion requests and efforts valid; therefore, we believe you should be eligible for a refund of all deposits made after your initial request.

Since the casino has made it clear that they believe no wrongdoing was committed on their side, the chances of any progress in this complaint are close to zero.

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.

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

Best regards,

Igor