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