Bitsler Casino - Pelaajan kotiutus viivästyy tilirajoitusten vuoksi.

Bitsler Casino keeps delaying the review of my address proof and restricting the game from paying out.I could deposit and withdraw money normally before. After I deposited 4000 USDC, the casino began to restrict my access to gaming and entertainment and asked me to do KYC verification. After I passed the KYC verification, I was asked to upload my proof of address. Then it showed that my account was always pending approval and was restricted. I consulted the online customer service but they didn’t give me a specific time. They kept asking me to wait indefinitely.My username is 

(deleted by Casino.Guru)

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about the delays you are facing with your address verification and the restrictions on your account at Bitsler Casino.

To better understand your situation and assist you further, could you please clarify a few details:

• When exactly did you deposit the 4000 USDC?
• How much money do you currently have in your account balance?
• Did the casino explain why your proof of address is still pending even after your KYC verification was approved?
• Have you tried providing a different proof of address, and if so, what document did you submit?
• Could you please forward any emails or screenshots of your communication with the casino’s support team about this matter to petronela.k@casino.guru?

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

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 email addresses provided in your complaint thread.

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

4000USDC deposited on June 10, 2025

Current account balance is 4000USDC

The answer to each communication about the approval time is as follows

At the moment we don't have an estimate time frame for when the review will be complete, but our verifier always works as fast as possible so that players don't have to be kept waiting for long.

For now, all you can do is wait for the notification on your account that will let you know the process is complete.

Thank you for your continued patience and understanding. 🍀

Dear xxhuixxhui888,

Thank you very much for your reply and for providing the details.

I just wanted to check in — has there been any development since your last message? Has Bitsler given you any update on your address verification or the restriction on your account?

Please let me know, so we can decide on the next steps together.

Thank you again for your patience.

It has been in a state of pending approval, and there is no explanation.

Dear xxhuixxhui888,

Thank you for the update.

• Do you have any documentation or screenshots showing that your account was verified in the past, before this recent request for address verification?
• Has your home address changed recently, or are you still using the same address as before?
• Is your current balance of 4000 USDC solely the amount you deposited, or does it include any winnings as well?

Thank you in advance for your reply.

I have uploaded the file three times. The first time I uploaded the water and electricity bill address proof, it showed that it was not passed after more than ten days. I uploaded the bank statement again. After a few days, it showed that it was not passed. I was asked to upload again, but there was no specific explanation. It just kept entering this dead loop. The current 4000USDC is my deposit, and there is no bonus.

The original address has been used all the time and has not changed. I just want to get back my principal of 4000UCDC. This matter has been tormenting me and making me so miserable.

Hi xxhuixxhui888,

I’m really sorry for the delay in your case. Petronela, your assigned resolver, is currently on a short vacation, and since she has the clearest overview of your situation and is in direct contact with the casino, we’ve decided to extend the timeline by 3 more days to ensure she can handle this personally.

We truly appreciate your patience and understanding, and I want to assure you that Petronela will get back to you before the end of this week.

Thank you again for bearing with us.

Thank you very much, xxhuixxhui888, for providing all the necessary information. I will now transfer your complaint to my colleague, Martina (martina.b@casino.guru), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Dear xxhuixxhui888,

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.

Bit Casino rejects every time I upload a new address certificate after a few days, and then asks me to re-upload the new address certificate. My problem has not been solved.

Dear User,

Your documents are currently being reviewed by our third-party provider. The verification process is underway and should be resolved shortly.

Thank you for your patience and understanding.

Kind regards,

Bitsler Casino Support Team

Dear Bitsler Casino Support Team,

Thank you for the update — we appreciate your cooperation. However, in order to move forward, we kindly ask if you could clarify what exactly is wrong with the address provided by the player.

A more specific explanation would help the player understand what adjustments are needed and ensure that the next submitted document meets your requirements.

Thank you in advance for your assistance.

Hi Martina,

Just confirming that the player's KYC has been verified and the account has been terminated due to a breach of our terms and conditions. I’ve sent you an email containing the relevant sensitive data for your records.

Let me know if you need anything further.

Best regards,

Frank

Compliance and Fraud Manager

Bitsler.com

Greetings, everyone.

Thank you to the Bitsler Team for providing detailed information and supporting evidence regarding this case.

Dear xxhuixxhui888,

After carefully reviewing the materials available to us, we regret to inform you that we must reject your complaint. The casino has provided clear evidence that you have violated their Terms and Conditions.

Specifically, clauses 3.1(c) and 12.3(c, d) were breached. As a result, we support the casino’s decision to permanently close your account and forfeit the associated funds, in line with their stated policies.

Thank you for your understanding.

Respectfully,

Martina