Bitz Casino - Player’s account is closed and winnings are confiscated.

Hello, dear administration. I made a deposit. I hit the jackpot x10,000 at a rate of 10 cents. I have a screenshot. They gave me €1,000. I requested a withdrawal. The withdrawal was cancelled. They said it was for verification. The verification took several hours. I requested another withdrawal. They blocked my account. They said it was temporary for a new verification. A few days later, they unblocked my account. They told me to go through auto-verification, which I did immediately. I received a notification that my profile had been confirmed. A couple of minutes later, they blocked me again, accusing me of using some kind of website error to play. They ignore my questions. They only write that the decision is final. Please help.

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Hello,

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.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• What games did you play to accumulate your current balance in the casino? (which slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the accusations made against you? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Hello.

1) may-june 2025

2) no sport. no live games. only slots, mostly 3oak provider

3) no, no bonuses at all

4) it was chat, they ignore my e-mails. sent you txt on russian.

they didnt give me link on license

Greetings from Bitz,

We have carefully reviewed your gaming sessions.

Over a two-month period, you completed a total of 278,984 spins.

During this time, you won jackpots totaling 12,102 TRX, which were previously paid out to you.

The game was disabled on our platform due to a detected bug.

You were simultaneously playing this game using five different currencies, and the collected data indicates that you exploited a vulnerability (bug) in the game over an extended period of time.

Additionally, it was established that a duplicate account associated with you was used in parallel. Over the same two-month period, this account won 11,697 TRX in the same game while also playing simultaneously across multiple currencies.

As a result, a total of 23,799 TRX was obtained over two months through exploitation of the game’s vulnerability.

As a result both accounts have been blocked.

Thank you for your understanding,

Bitz Team

Thanks to both parties for the explanation.

Dear Dolmato123,

• Were these accusations previously communicated to you?
• Have you created multiple accounts in the casino?
• Have you played the game on multiple tabs in multiple currencies simultaneously?

Please let me know.

This is a complete lie from Bitz. Or they got someone wrong. I have won 1 jackpot worth 1000 euros in total, which is one. The game is not disabled and is still available, which is two. I can even access the demo mode and take screenshots. I have not played in 5 currencies, but I have played in 3, which is three. I only have one outlook account, which is four. They have accused me of everything and lied about it.

Answers

• No
• No
• 3 tabs different currencies. but clearly not the game they removed. my game is available

Dear Dolmato123,

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, Kubo (jakub.m@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,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear Dolmato123,

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 behind the blocking of the player's account and the confiscation of their winnings? Your detailed response will be instrumental in ensuring a fair and transparent resolution.

Thank you in advance for your cooperation and timely reply.

Best regards,

Kubo

bitz is already starting to get confused about the reasons for the block. He can't provide a proper response. He can't provide any evidence. He can't explain anything clearly. He just wants to take the money and come up with a reason for doing so. No new information from them.

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,

We have carefully reviewed your gaming sessions.

Over a two-month period, you completed a total of 278,984 spins.

During this time, you won jackpots totaling 12,102 TRX, which were previously paid out to you.

The game was disabled on our platform due to a detected bug.

You were simultaneously playing this game using five different currencies, and the collected data indicates that you exploited a vulnerability (bug) in the game over an extended period of time.

Additionally, it was established that a duplicate account associated with you was used in parallel. Over the same two-month period, this account won 11,697 TRX in the same game while also playing simultaneously across multiple currencies.

As a result, a total of 23,799 TRX was obtained over two months through exploitation of the game’s vulnerability.

As a result both accounts have been blocked.

Thank you for your understanding,

Bitz Team

bitz is already starting to get confused about the reasons for the block. He can't provide a proper response. He can't provide any evidence. He can't explain anything clearly. He just wants to take the money and come up with a reason for doing so. No new information from them.

and continue sending spam at email.

Hello Dolmato123,

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 Bitz Casino,

Could you please provide the relevant evidence supporting your claims and send it to my email address at jakub.m@casino.guru?

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 All,

My name is Michal, and I am stepping in to handle this complaint, as my colleague Kubo is currently unavailable to finalize the resolution process for this case.

Thank you for your understanding.

Dear Bitz Casino,

Kindly provide me with relevant evidence supporting your claims at my email michal.k@casino.guru, for an independent review.

Thank you in advance

Greetings from Bitz,

Kindly note that we have sent the relevant information regarding this case via email.

We will be happy to provide any additional information if required.

Thank you for your understanding,

Bitz Team

Dear Bitz Team,

Thank you for your email containing the information and evidence. I have replied with a few additional enquiries and am looking forward to your response.

Dear Dolmato123,

Can you please confirm if anyone from your family, friends or acquaintances has an account with Bitz Casino?

If so, have you played in the casino at similar times, perhaps during a visit?

Additionally, could you kindly explain why you had three tabs open with various currencies to engage in the game?

Hi. None of my family members play casino games. We don't discuss casino games with our friends. It's a personal matter for everyone. I dont ask where they and how they play. Why is this important?

Yes. I can.

There was a Turbo wins promotion at bitz. It lasted for several months. I participated in this promotion. As a result, all the mythical jackpots were between 20 and 70 euros. Except for one real jackpot worth 1,000 euros. There were no errors or technical malfeasance. I played that slot because it's fast and convenient. No bonuses.

Dear Dolmato123,

Thank you for your response.

After a thorough review of all available information and evidence, we have reached the conclusion that the casino's actions were consistent with the terms and conditions that apply to all players.

As previously noted—and now supported by the data—over the course of approximately two months, you completed 278,984 spins. During this period, you were credited with jackpot winnings totalling 12,102 TRX, which were paid out to you at the time.

The game in question was eventually disabled on the casino's platform due to the identification of a technical issue. Our review indicates that during the time the issue was present, you were actively playing the game across five different currencies. The data collected suggests that this allowed you to benefit from the bug over an extended period.

Furthermore, an additional account linked to you was identified that was used in parallel during the same timeframe. This second account recorded 11,697 TRX in winnings from the same game, also while playing simultaneously across multiple currencies.

This cannot be regarded as a mere coincidence.

Taken together, this resulted in total winnings of 23,799 TRX being accumulated over the two-month period under circumstances that, after investigation, have been determined to be inconsistent with fair play.

Alongside others, the casino has these rules in place in their terms and conditions, to which you agreed when you created your account:

13. Errors

13.1. In the event of an error or malfunction of our system or processes, all bets are rendered void. You are under an obligation to inform us immediately as soon as you become aware of any error with the Service. In the event of communication or system errors or bugs or viruses occurring in connection with the Service and/or payments made to You as a result of a defect or error in the Service, we will not be liable to You or to any third party for any direct or indirect costs, expenses, losses or claims arising or resulting from such errors, and we reserve the right to void all games/bets in question and take any other action to correct such errors.

23. Your Conduct and Safety

23.2. If You engage in Prohibited Behaviour, or we determine in our sole discretion that You are engaging in Prohibited Behaviour, Your Account and/or Your access to or use of the Service may be terminated immediately without notice to You. Legal action may be taken against You by another Customer, other third party, enforcement authorities, and/or us with respect to You having engaged in Prohibited Behaviour.

23.3. Prohibited Behaviour includes, but is not limited to, accessing or using the Service to:

using of the cheating and unfair advantages including system malfunction and errors, also using of bots (automatic players) or exploitation of the "errors’;

This being said, we have concluded that the strategy used does not align with the principles of fair play. On the contrary, it was aimed at identifying an unfair advantage in gaining winnings. With this in mind, we find the casino’s actions to be reasonable and in accordance with its terms and policies, which you agreed to when registering and using your casino account. As a result, we are unable to further pursue your complaint, and it will need to be closed as Unjustified.

You certainly have the right to disagree with this conclusion and can reach out to the casino licensing authority if you still feel justified in your position, but we are unable to offer any additional assistance regarding this issue. Feel free to let me know of the licensing authority decision should you opt for this route at michal.k@casino.guru.

We are sorry we could not be of more help on this occasion.

Should you encounter any issues with this or any other casino in the future, please feel free to reach out to us, and we will try our best to help.

Best regards,

Michal

Casino Guru