Bitz Casino - Player’s account was improperly unblocked during self-exclusion.

Player ID / Account No.: F35f6b37-7c04-4dfd-a25d-883503f1ef4f

Target Licensee: Bitz.io

Summary of the Violation:

Explicit Request for Self-Exclusion: On August 11, 2026, I explicitly requested self-exclusion from Bitz.io support, clearly stating that I was experiencing gambling-related issues (gambling addiction/loss of control). I requested a 3-month exclusion. Furthermore, I specifically instructed the operator NEVER to unblock my account under any circumstances during this period, even if requested by me directly. The operator’s representative explicitly acknowledged and accepted this condition ("Understood, Andrey!").

Negligent Breach of Exclusion: On August 13–14, 2026, during an impulsive urge caused by my gambling disorder, I requested to remove the block. Instead of upholding the mandatory cooling-off period and the explicit self-exclusion agreement, the operator unblocked my account within 2 minutes (at 00:06 AM).

Operator's Admission of Failure: As shown in the attached chat evidence, the operator's support representative openly admitted: "We do not have a system that controls this from the outside — only your own decision." This is a clear admission that the licensee lacks basic technical tools for mandatory self-exclusion enforcement required by licensing regulations.

Financial Damages: As a direct result of the operator’s failure to protect a vulnerable player and their unlawful unblocking, I deposited and lost 667 USD right after the account was improperly reactivated.

BITZ casino refused to return the deposit

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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 we can better determine how to assist you.

• Is your account currently accessible to you?
• Could you please share the communication in which you informed the casino about your gambling issues? Please share the information with timestamps, if available, to my email at tomas@casino.guru
• When was the last time the casino allowed you to deposit?
• Could you please share the communication in which the casino refuses to process a refund of your deposit?

If your account is currently not blocked, as the next step, I recommend you contact the casino again via email, and at the same time, include me in the copy of the email at tomas@casino.guru

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Bitz Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

In the meantime, check other resources and information in our responsible gambling guide, found here: https://casino.guru/responsible-gambling-guide

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

Good afternoon. I have sent the necessary information to your email. Thank you.

Dear Mr. Tomas,

Could you please let me know if you have received all of my replies via email? If necessary, I am ready to provide any additional details that might be missing.

Best regards,

Dear Andrei3322,

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, Munya (munya.s@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

Dear Andrei3322

I am sorry to hear about the issue you are experiencing with the casino. I appreciate you bringing this matter to our attention.

I will contact the casino on your behalf and do my best to facilitate a fair and timely resolution. If any additional information or documentation is required during my assessment, I will let you know.

At this point, I would like to invite a representative from Bitz Casino to join this discussion and provide their comments regarding the matter.

Dear Bitz Casino,

Could you please review the player's complaint and share your comments on the issues raised? If applicable, kindly include any relevant information or evidence that may assist in clarifying the circumstances of this case.

Thank you in advance for your cooperation. I look forward to your response.

Good afternoon, Munya. I would like to inform you that the amount has risen to $1,780. The casino has now blocked my account, which further confirms that they had the ability to do so after my initial contact. Thank you.

Andrei3322

Thank you for providing further details. They are important in the assessment of the case. In the meantime, we shall await the casino's response.

Please add the following clarifications and new evidence regarding the systemic nature of Bitz Casino's violations to the complaint details:

​Admission of Lack of Technical Controls:

Earlier, support agent "Lana" explicitly stated in the chat: "We have no system that controls this" (screenshot attached). This constitutes a fundamental violation of licensing requirements for Responsible Gambling.  

​Flawed Defense Position by the Casino:

The casino claims that a 7-day block cannot be lifted early, yet a 3-month exclusion can be easily canceled "via a personal manager" upon request. This completely contradicts the core concept of Self-Exclusion. Furthermore, on August 11, 2026, I gave an explicit, binding instruction: "Please do not unblock me under any pretext, even at my own request." The casino ignored this direct instruction, violating its Duty of Care towards a vulnerable player.  

​Systemic Nature of Violations (New Evidence):

This incident is not an isolated mistake by a single manager. On the LatestCasinoBonuses forum, an identical public complaint was filed by user Jalastaan91, where Bitz Casino similarly refused to permanently close an account due to gambling addiction and repeatedly restored access after exclusion requests.

​Bitz Casino intentionally leverages the absence of technical restriction systems to retain addicted players and accept malicious deposits. I insist on a full refund of 1780 USD, deposited immediately following the unauthorized removal of my account block.

Good afternoon. As I understand it, Bitz Casino has decided to remain silent. It is very unfortunate that the casino representatives do not want to resolve this obvious issue or get in touch with either you or me.

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.

Andrei3322

I wish to inform you that the casino has responded to me via email. They have promised to look into the issue and will provide me with feedback. I will be in touch with you once I get the feedback.

Munya

Thank you for the work done; I’m always available if anything comes up. I’ll be waiting to hear from you.

For the convenience of the forum's esteemed readers, I have also put together a chronology of events:

August 11 (19:56 - 19:58): I requested a 3-month self-exclusion, explicitly stating that I was experiencing gambling issues ("испытываю проблемы").

August 11 (19:59 - 20:04): After the bot set a self-exclusion until 11.11.2026 and mentioned it could be reopened anytime, I explicitly asked for a permanent ban and insisted that the account must not be reopened under any circumstances during these 3 months, even upon my request ("Даже по моей просьбе"). I explicitly mentioned Responsible Gambling standards.

August 11 (20:22 - 20:24): I reaffirmed my request: "Please do not unblock me under any pretext for these 3 months." The support bot acknowledged this with: "Okay, Andrey! Have a good evening and good luck!"

August 13 (23:54) – August 14 (00:06): Under impulse, I asked to reopen the account. Instead of upholding the self-exclusion request based on gambling problems, the support unblocked the account in 12 minutes.

Financial Damage: Due to the casino failing to enforce self-exclusion, I suffered a loss of 1780 USD.

Post-incident: The casino refused a refund, admitting they lack internal systems to restrict account access properly and claiming that blocks over 7 days can be removed anytime at the user's request—a rule they never warned me about beforehand.

Greetings from Bitz Team,

Kindly note that, according to our Self-Exclusion Policy, players can choose to block their account for 7 days, during which the block cannot be lifted early, or for a period of up to 6 months, with the option to extend the blocking period.

However, upon the player's request, the account may be unblocked through their personal manager.

After the account was blocked, the player contacted their personal manager and requested that the account be unblocked. The manager confirmed with the player whether he genuinely wished to restore access to his account. The player confirmed his intention, and the account was subsequently unblocked in accordance with his request.

You can find our Responsible Gaming Policy here: https://bitz.io/responsible-gaming-policy

Please note that self-exclusion is most effective when combined with the player's own commitment to responsible gambling. It is a tool designed to help players maintain control, but ultimately, the decision to gamble and the responsibility for that decision remain with the player.

The player's account is currently permanently blocked and cannot be reactivated.

Therefore, based on the circumstances of the case, we do not consider there to be any grounds for a refund of the player's deposits.

Kind regards,

Bitz Team

Dear Casino Guru Team,

I am submitting complete evidence regarding my dispute with Bitz Casino to request a full refund of all deposits made after an unauthorized and reckless account unblocking.

Below are the key facts and evidence proving that Bitz Casino grossly violated basic Responsible Gaming standards, lied about their system capabilities, and applied rules retrospectively.

1. Disclosure of Gambling Problems and Retention Attempts

On August 11, 2026, I explicitly stated to the official casino representative (Bitz Gift bot) that I was experiencing gambling problems ("испытываю проблемы") and needed to self-exclude. Instead of immediately enforcing a strict block, the representative attempted to discourage me from blocking my account, offering "daily bonuses" instead (Screenshot 1).

2. Direct Instruction and Deceit Regarding Technical Limitations

On the same day, I requested a 3-month block and explicitly instructed: "Please do not unblock me under any circumstances for these 3 months, even upon my own request" (Screenshot 2, 4). The representative assured me: "We have no tools for manual unlocking — the system works automatically, and we cannot bypass it" (Screenshot 3). Relying on this official statement, I trusted that my self-exclusion was absolute.

3. Instant Manual Unblocking Without a Cooling-Off Period

On August 14, 2026, just 3 days into the 3-month exclusion, the same representative manually restored my account access in just 8 minutes (from 23:58 to 00:06) upon a brief text request (Screenshot 5). The casino completely ignored my previous explicit order, bypassed any standard cooling-off period, and directly facilitated access for a self-disclosed problem gambler.

4. Retroactive Rule Application (Post-Facto Terms)

In their refusal letter, Bitz Casino claims that the unblocking was valid under their "Responsible Gaming policy" (referencing 7-day non-refundable terms and account settings). However, the "Responsible Gaming" section did not even exist on the Bitz website at the time of these events. These terms were added retrospectively after the dispute arose to cover up staff misconduct.

Summary & Financial Claim:

Bitz Casino's staff deliberately misled me regarding their ability to manually unblock accounts, actively retained a player who reported gambling issues, failed to enforce a cooling-off period, and is now trying to apply rules post-facto.

I request Casino Guru to assist in obtaining a full refund of all deposits made following the illegal unblocking on August 14, 2026, totaling 1780 USD.

I also deem it necessary to publish proof that the responsible gaming policy appeared on the BITZ website only on August 18, 2026, and I consider all references to it to be unfounded.

Bitz Casino

Thank you very much for your response. However, I would like to express my respectful disagreement with your reasoning.

To begin with, self-exclusion is designed to protect players from further harm, and it is essential that casino operators have effective self-exclusion mechanisms in place. While I acknowledge that the player's commitment to responsible gambling can play a role, I do not fully agree with the notion that self-exclusion is primarily effective when combined with the player's own commitment. Most importantly, I also believe that the ultimate decision to gamble and the responsibility for that decision should not solely rest with the player. I find these disagreements pertinent to this case, as I feel that player protection was not adequately ensured.

I feel compelled to mention that, industry-wide, when a player's account has been excluded due to gambling addiction, it should not be reopened until the exclusion period has expired. In this instance, your support team reopened a player's account after assuring them that there are no manual controls to reopen the account once it has been excluded.

In cases where player protection has not been upheld, we strongly recommend that casino operators immediately close the reopened account and refund any losses incurred from deposits made during the time the account was open.

I would greatly appreciate your comments and thoughts on my submission. Please feel free to support your response with any relevant evidence.

Dear Munya, it is highly likely that we will not receive a response from BITZ. After looking through various forums and similar complaints, it is clear that BITZ is an unscrupulous operator in the gambling industry when it comes to responsible gaming. I hope the project's rating is lowered to warn players against getting involved with BITZ.

Andrei3322

I am sorry for the delay in the casino's response. I sincerely hope that they will provide us with an update soon so that we can work together towards a positive resolution.

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 Munya,

Since Bitz Casino is operated by Win Sector N.V. under a Curaçao license and has failed to respond within the given timeframe, it seems unlikely we will receive a response here.

Could you please clarify if proceeding with formal complaints to the Curaçao Gaming Control Board (GCB) regarding responsible gaming breaches, as well as submitting an inquiry to the Central Bank of Curaçao and Sint Maarten (CBCS) concerning their corporate agent (Downtown E-Commerce Company B.V.), will affect or interrupt the current complaint process on Casino Guru?

Thank you for your guidance.

Andrei3322

Thank you for reaching out. I truly understand your concerns regarding the escalation of your case. Typically, when a casino does not respond, we offer guidance on how to submit a complaint to the regulators, assuming the casino holds a valid license. In this situation, we only have a few days remaining for the casino to provide a response. If they do not respond within that timeframe, I will be here to assist you with the escalation process. I appreciate your understanding and patience.

The fact that the casino ultimately failed to respond proves that they are indifferent to players or simply have nothing to say. Thank you very much for your attempts to help me. I hope this story leads to a drop in BITZ's rating and makes players think twice before playing at this dishonest establishment.

Andrei3322

Unfortunately, despite initially engaging with the complaint, the casino has stopped responding. I have made every reasonable effort to obtain a response, but without the casino's cooperation, I am unable to continue assessing or resolving this matter.

As a result, I have no option but to close this complaint as unresolved. I understand this is not the outcome you were hoping for. However, unresolved complaints negatively affect the casino's rating, which may encourage them to re-engage and reconsider their position. Should the casino resume communication, we will gladly reopen the complaint and notify you by email.

In the meantime, I recommend submitting your complaint to an approved Alternative Dispute Resolution (ADR) provider: https://anjouangaming.com/resources/authorized-adr-providers/. These organisations are recognised by the licensing authority and may have additional tools available to assist you in resolving the dispute.

I am sorry that I could not be of more assistance on this occasion and sincerely hope your issue can still be resolved.

Regards,

Munya

Casino Guru