Bitsler Casino - Pelaajan kotiutus on viivästynyt ja tiliongelmat jatkuvat.

Dear ahmetcidlek,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with Bitsler Casino.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• Do I understand correctly that verifying your proof of address seems to be the only issue? Has the casino approved the rest of your documents?  
• What document have you submitted as a proof of address, please?
• Is your withdrawal request still on hold, please?

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

Best regards,

Katarina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Do I understand correctly that verifying your proof of address seems to be the only issue? Has the casino approved the rest of your documents?  

----- Yes, they asked for proof of address at the last minute, after that they stopped the payments and rejected the document, the live support said it was being checked, a rejection notification came through the system, I sent 2 PDF files to all the authorities of the site via chat and email, one of them was given by the government and the other was an internet bill.

Is your withdrawal request still on hold, please?

---Yes Snc 16 May 2025

I have sent you all the documents and evidence via e-mail, you can check all the addresses and evidence pictures.

Dear ahmetcidlek,

thank you for your message and email with all the evidence.

Could you please also share the selfie you took? Please forward them to my email katarina.d@casino.guru.

Additionally, please include any communication with the casino that has not yet been shared.

Looking forward to your reply.

Katarina

I added my profile address information and chat history as an e-mail

Thank you very much, ahmetcidlek, for your cooperation. I will now transfer your complaint to my colleague Martina (martina.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear ahmetcidlek,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Bitsler Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why the player has not been yet verified?

Thank you in advance for providing the information.

Dear Player,

We are writing to inform you that our compliance and fraud department, in conjunction with our gaming service provider, is currently reviewing your account activity due to multiple breaches of our terms and conditions.

As part of this investigation, we are assessing potential instances of fraudulent behavior and other violations.

Until this review is complete, we advise you to refrain from any further activity related to your account. Should we require additional information or documentation, we will contact you accordingly.

If you have any questions regarding this process, please feel free to reach out.

Sincerely,

 Frank

 Compliance and Fraud

 Bitsler.com 

all publicly link multiple accounts etc. I want you to explain and show all the evidence

1- If I have more than one account, why did you let me play?

2- I deposited 10k-15k in more than one account and my withdrawals were paid until I made a high profit and when I made a high profit, something was found to be a lie and a fraud.

3- No bonuses or extra help were used in the account, nothing like loss was used, not even one of the chests, free spins or extra awards in the account was used. As usual, statements about stealing players' rights do not bother me.

I am attaching all the evidence in the account

I withdraw the deposit and withdrawal parts of the account and also the chest raceback parts in the account and upload them as evidence.

Since I know the betting sites that make up various excuses to deceive people, I did not use any bonuses or derivatives and did not open more than one account.

Don't make excuses to steal people's money, you have the website, you can produce evidence as you wish, maybe you opened an account in my name, maybe you did different things, there was no problem with the previous payments, and later when I made a deposit and earned money, there was a problem. This is visible manipulation and you are trying to deceive me not to pay.

Dear ahmetcidlek,

I completely understand your frustration, and I appreciate your patience during this process. Please rest assured that at this stage, the casino is simply reviewing your case — no formal accusation of fraud has been made. We will need to wait for their assessment and any supporting evidence they may provide, if applicable.

In the meantime, I’d like to clarify one important point to ensure I fully understand the situation: did you create more than one account, or not? Do you have anyone in your household who is playing at the Bitsler as well?

Thank you for your cooperation.

Dear Bitsler Team,

We would appreciate any updates you might have regarding the review of the player's case. Could you kindly let us know the current status?

Thank you in advance for your time and assistance.

We are currently engaged in an ongoing investigation in coordination with our providers regarding this individual and their associated accounts. While we do not have a confirmed ETA at this time, the process is in its final stages and nearing completion. We will provide a formal update once the investigation concludes.

Frank

Compliance and Fraud dept.

Bitsler.com

It won't even take you a day to find related accounts. Are you creating accounts or trying to get evidence? Of course, the site is at your fingertips. You can produce anything .

I sent all my evidence. Why would someone who deposited 10k open another account and use other accounts?

The simplest example of this is good work

By the way, even your nwo bitcoin admin scammed people, so you tried to cover up this by getting a lot of positive comments to cover up the negative comments on trustpilot, I am showing the facts.

i sent via email

Dear ahmetcidlek,

I completely understand how frustrating this situation must be for you.

Please keep in mind that the casino requires some time to thoroughly review and process all the relevant information and evidence before reaching a conclusion.

Our role is to ensure that your concerns are communicated clearly and that the process remains fair and transparent.

I want to assure you that we examine each case individually and carefully review all available information to support a fair resolution.

Thank you again for your understanding.

We, in collaboration with our providers, have identified nine accounts thus far, and our investigation is still ongoing with the potential for more to be uncovered. We have also notified other platforms of this matter to ensure transparency and coordinated action.

We kindly ask everyone to refrain from drawing conclusions until the final assessment and decision are made jointly by our team and our partners. This is a serious issue, and we are committed to handling it with the utmost care and diligence.

Sincerely,

Frank

Compliance and Fraud Manager

9 account wow Did you the 9 account links yourself or do you continue to open new accounts?

What has been done in these in accounts?

with all the evidence to the license company and casino provider, how much you scammed people, how you scammed people, with video evidence "no positive comments were posted as fraudsters" reflecting the truth, there are more than 100 people who stole their identity information under the name of kyc and on top of that you banned people because they had multiple accounts, they are all lying to me, you made excuses not to pay when players won money by doing corruption, it is clear and obvious.

there are no promotions on your site, there are no bonuses, people, what will they do on your site, what kind of tricks will they do, I am very curious, I lost 10 thousand dollars, not even 1 dollar was added, I entered again, deposited money and won, I want the authorities to know, there is no promotion visible on the site, they are using different methods to manipulate and scam people, they are making unfair profits, this is against the license rules

!! A lawsuit has been filed against the license, a lawsuit file has been sent, the license is providing service to a scammer like you

Dear Ahmetcidlek,

I understand your frustration, and I truly appreciate your patience throughout this process.

I just want to ensure I fully understand your position. You acknowledge that multiple accounts were created on the platform, but you also mention that you did not gain anything from doing so, as the platform does not offer any bonuses—correct?

With all due respect, could you please help me understand what your main reason or intention was for creating the additional accounts?

And just to confirm—am I understanding correctly that you have already initiated legal action against the casino?

Thank you for your clarification.

And just to confirm—am I understanding correctly that you have already initiated legal action against the casino?

-------------------------------------------------------------------------------------

Answer:

yes, the rights provided by the license are available because I have never done anything that is prohibited such as cheating, bonus promotion, I won money from the slot game but I have seen so many people scammed by bits that they write the same thing to everyone, multi account ban, lots of screenshots, comments from many sites, also trustpilot screenshots and they try to hide it by covering it up with fake comments taken to hide them

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I fully understand your position. You acknowledge that multiple accounts were created on the platform, but you also mention that you did not gain anything from doing so, as the platform does not offer any bonuses—correct?

With all due respect, could you please help me understand what your main reason or intention was for creating the additional accounts?

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Answer:

I did not create more than one account they claim that I created more than one account and I provided you with pictures and e-mails from many of my accounts. I registered on the site I made deposits 4-5 times my deposit amount was 10k and I lost many times I constantly lost the last bonus the game paid. Now I am asking you why I opened more than one account there is no bonus on the site I will give all the information of my account I will share it you examine my account in detail. While I was experiencing losses with Bitsler there was no problem I won they made low amount payments to me lastly they requested kyc after kyc was successful I had doge withdrawal with eth they paid doge they did not pay eth then they asked for my address I provided the invoice given by the internet company 5-6 times they made me wait for days I sent it over and over again they did not accept they asked for another document I sent the residence address given by the state they made me wait they did not accept it. The problem is when I opened a complaint topic here, there was a MULTIPLE ACCOUNTS problem, I am trying to explain this, in none of the e-mails or live support did they say anything like MULTIPLE ACCOUNTS or infrastructure review. In short, my investment amount is certain, my withdrawal amount is certain, the game I play is certain, they are currently trying to get away with matching my account with other accounts in the background and saying it is a collaboration with this one and get out of the job without paying the money, but I will not let them go. I hope you will be on the side of the players. I have provided more than 30 pieces of evidence, I will share my account with you visually and live, you can check it a little.

We are currently in the process of conducting a thorough investigation in collaboration with our game providers. Preliminary findings indicate that one player, in conjunction with nine associated accounts, may have engaged in fraudulent activities affecting multiple providers.

Given the seriousness of this matter, we must await the completion of the providers' respective investigations before taking any definitive action. We are committed to ensuring integrity across our platform and will take all necessary steps based on the outcome of the inquiry.

Thank you for your understanding and cooperation.

Sincerely,

Frank

Compliance and Fraud Manager

Bitsler.com

case you are stalling with false statements, it seems that I am cooperating with the providers, I have defrauded the providers, a lot of lies, what did I defraud, how is the provider being defrauded?

Don't worry, you will be held accountable, you will be judged.

asks for a new time for each answer

I did not create more than one account they claim that I created more than one account and I provided you with pictures and e-mails from many of my accounts. I registered on the site I made deposits 4-5 times my deposit amount was 10k and I lost many times I constantly lost the last bonus the game paid. Now I am asking you why I opened more than one account there is no bonus on the site I will give all the information of my account I will share it you examine my account in detail. While I was experiencing losses with Bitsler there was no problem I won they made low amount payments to me lastly they requested kyc after kyc was successful I had doge withdrawal with eth they paid doge they did not pay eth then they asked for my address I provided the invoice given by the internet company 5-6 times they made me wait for days I sent it over and over again they did not accept they asked for another document I sent the residence address given by the state they made me wait they did not accept it. The problem is when I opened a complaint topic here, there was a MULTIPLE ACCOUNTS problem, I am trying to explain this, in none of the e-mails or live support did they say anything like MULTIPLE ACCOUNTS or infrastructure review. In short, my investment amount is certain, my withdrawal amount is certain, the game I play is certain, they are currently trying to get away with matching my account with other accounts in the background and saying it is a collaboration with this one and get out of the job without paying the money, but I will not let them go. I hope you will be on the side of the players. I have provided more than 30 pieces of evidence, I will share my account with you visually and live, you can check it a little.

Thank you all for your responses.

Dear Bitsler Team,

I wanted to kindly follow up regarding the ongoing review. It has now been over two weeks, and I would sincerely appreciate any update you can provide on its status or expected timeframe for completion.

Dear ahmetcidlek,

As you have reached out to the licensing authority, I wanted to check if you would prefer to close this complaint for now. If you wish, I can mark it as closed with the status indicating that we are awaiting a decision from the authority. Please let me know how you'd like to proceed.

No, these scammers are already trying to close the complaint and prove me wrong. I have sent you many files via e-mails so far. Why don't you investigate and stop the activities of this fraudulent company?

Dear ahmetcidlek,

We're awaiting the provider’s outcome in order to assess it in conjunction with our own findings.

You are really a complete scammer. I joined the free spin in the game MICE on the BGAMING provider and the bonus money was given. What a scam and nine accounts I can't share screenshots of how I won money from freespin because my logins to the game are banned and nothing is visible in the account details. I will not give up on this and I will do my best to get more from you. You have scammed so many people, you will not get away with any of the money you stole.

You turn a blind eye to people being scammed despite complaints on casino gru and many other places. I sent all the evidence and pictures, comments on casino gru and comments on trustpilot via e-mail.

Dear ahmetcidlek,

have you received some investigation outcome from the casino already?

no , this casino only scam

Bitsler Team,

We need some update on the investigation. So if you please can provide that, it will be highly appreciated

An emailed with information as been sent to Martina. Thank you

Thank you for the email.. unfortunately, we are still waiting for the investigation to be completed.

Dear Martina,

The email containing the sensitive data has been sent. We’re hopeful that the matter will reach a resolution soon.

Best regards,

Frank

Compliance and Fraud Manager

Bitsler.com

I'm waiting for all the reviews to be done

Thank you Frank for the email. Please keep us informed when a conclusion will be made.

Dear bitsler

You saying that I opened more than nine account.

Why should I open more than one account? I didn't violate any bonuses on your site. I didn't do anything in the games. I played mice on bgaming provider and this game is available on all sites. What cheat can I use? If there is cheating in a game, why should I deposit 10k?

You are just contradicting yourself. If there is such a trick, why don't you use the game that is available on every betting site? Why are all the provider's games available on every site?

Dear Martina, final email sent!

Dear bitsler

You saying that I opened more than nine account.

Why should I open more than one account? I didn't violate any bonuses on your site. I didn't do anything in the games. I played mice on bgaming provider and this game is available on all sites. What cheat can I use? If there is cheating in a game, why should I deposit 10k?

You are just contradicting yourself. If there is such a trick, why don't you use the game that is available on every betting site? Why are all the provider's games available on every site?

Dear ahmetcidlek, We are currently discussing the issue with the casino team, and there are still a few aspects that remain unclear to us.

Thank you for being so patient.

Dear Martina, email was sent again with relevant proof.

We have now received the outcome of the investigation from the game provider.

As initially suspected, the provider has confirmed that a technical issue was present in the specific game in question and that this issue was exploited by the individual who submitted this complaint .

This finding also aligns with our internal investigation, which revealed that the player created multiple accounts (20 in total) and used them exclusively to access this particular game. In accordance with our Terms & Conditions, as well as industry standards, only one account per player is permitted. While we strive to remain flexible and understanding when players act in good faith, in this case, we will be applying our terms strictly.

The player has already managed to withdraw substantial amounts from the majority of the 20 accounts. All of these accounts will be permanently closed, and any remaining balances will be forfeited.

The following clauses of our Terms and Conditions have been breached:

Clause 3.1: subsections (i), (v), (w), and (z)

Clause 12.3: subsection (c)

Clauses 19.5, 19.6, and 19.7

Frank

Compliance and Fraud Manager

Greetings, all.

Thank you, Frank, for providing all the information and the evidence about this case.

Dear ahmetcidlek,

Unfortunately, we are forced to reject your case, as the casino has provided us with the evidence that you have indeed violated the terms of the casino.

As you breached:

Clause 3.1: subsections (i), (v), (w), and (z)

Clause 12.3: subsection (c)

Clauses 19.5, 19.6, and 19.7

we are unable to help.

Please know that this kind of behavior we won't support in any case.

Respectfully,

Martina