Bitzamo Casino - Pelaajan kotiutuspyyntö on viivästynyt.

I deposited $500 into this casino and wagered approximately $2000 on slot games.

I then submitted a withdrawal request, but support insisted that I had not wagered 3 times my deposit amount and refused to withdraw the money.

My game history shows that I have wagered more than 3 times my deposit on slots, but the casino support does not accept it.

Dear player,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino regarding the canceled withdrawal? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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,

Dominika

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Successful withdrawals have been made in the past.

KYC has also been completed.

The same problem occurred at "https://blitz.red/", which is operated by the exact same casino.

Since the cause and casino personnel are the same, it was decided to discuss the same issue here.

Please add $1500 to the disputed amount.

Dear player, to keep things clear and organized, we kindly ask you to submit a separate complaint for the issue regarding the Blitz.red Casino, as each complaint must be handled individually. This current case should remain focused only on your issue with Bitzamo Casino.

To proceed further with this complaint, could you please provide the following:

Do you have a screenshot or proof showing how your $500 deposit was wagered?

Could you also send us your deposit history, so we can verify which deposit the withdrawal is tied to?

Is the amount you are trying to withdraw connected to that single $500 deposit, or is it from multiple deposits or older gameplay?

Could you please provide a screenshot of your bonus history from Bitzamo Casino?

Has the casino given you any clear explanation? For example, did they say where exactly the problem is, or provide any breakdown or reason why they believe the wagering requirement hasn’t been met?

Deposit history is attached.

Withdrawals are associated with this $500.

The casino says that the system automatically determines if the wagering requirements are met and that they do not intend to investigate any glitches in the system itself.

It also refuses to manually investigate the game history.

Dear player, I haven’t received a screenshot clearly showing how the $500 deposit was wagered.

The screenshot you provided to the casino only shows a number, but unfortunately, it’s not clear whether that amount specifically relates to the wagering of your $500 deposit.

To move forward, could you please share a screenshot that clearly proves this amount is linked to the wagering of your $500 deposit? Ideally, it should show the wagering progress or history in a way that connects it directly to that specific deposit or bonus (if any was used).

https://bitzamo.com/tournament/255

This is a tournament for wagers held on the day of the deposit.

According to this I am wagering about $2000.

Also, I can check my game history from my profile.

However, this is not practical to check as it runs to several hundred pages.

I would like you to call the casino representative and have him submit the game history after the deposit and check it as a third party.

Dear player, in your first message within this thread, you attached a screenshot showing a live chat with the casino support where you also provided a screenshot indicating the amount $1,950.86 — presumed to reflect your total wagers.

To help us verify this information and connect it clearly to your $500 deposit, could you please provide a version of the screenshot that shows how it is tied specifically to the $500 deposit, or indicate the time/date range it covers.

This will help us understand whether this amount can be directly considered as part of the required 3x wagering, and support your case more effectively.

There are approximately 180 pages of game history since the deposit was made.

Each page has 15 lines, with bets of $1.00 each.

Additional lines are listed if the game pays out. 

Even if it were $10 per page, you would have wagered $1800.

The $1950 would be reasonable.

Dear player, you uploaded a screenshot showing the $1950.86 wagered amount in your very first post in this thread (the one with the live chat).

Now I kindly ask you to send that same screenshot again, but this time in full size and with more visible details (such as time, date, game names, etc.) so we can properly verify it and link it to your $500 deposit.

How long do you think it has been since I filed my complaint?

It is not already left.

It is only the wagers for the entire casino for the day, not information on specific games, etc.

Dear player, please request your game history in Excel format from the casino. We need to verify whether the $500 deposit was truly wagered 3 times.

Without proper proof, we cannot proceed further with your complaint.

The casino is refusing to do so, which is why I am filing this complaint.

Casino support just says their system is perfect, and there's no way to have a conversation with them.

Please contact the casino's support team and ask them to forcefully submit the Excel file.

Dear player, kindly provide clear proof that you have requested your game history in Excel format from the casino and that the casino refused to provide it.

Please either upload this evidence directly here in the complaint thread, or send it to my email address: dominika.l@casino.guru.

Casino Support refuses to engage in conversation.

I have requested a manual investigation in the past, but my requests have been ignored.

If I request documents in this situation, they will simply be ignored.

Please call the person in charge here and have them submit the documents.

Conversation with Bitzamo

Started on August 6, 2025 at 04:47 PM Europe/Moscow time MSK (GMT+0300)

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04:47 PM | Harlequin Hare: https://jp.casino.guru/bitzamo-casino-%e3%83%95%e3%82%9a%e3%83%ac%e3%82%a4%e3%83%a4%e3%83%bc%e3%81%ae%e5%87%ba%e9%87%91%e3%83%aa%e3%82%af%e3%82%a8%e3%82%b9%e3%83%88%e3%81%8b%e3%82%99%e9%81%85%e3%82%8c%e3%81%a6%e3%81%84%e3%81%be%e3%81%99%e3%80%82 

 submit game history since last deposit in an Excel file.

04:47 PM | Chastspire: Share some context to help the team respond better and faster.

04:47 PM | Chastspire: Thanks for sending that context. To save time later, feel free to add more details now.

04:47 PM | Chastspire: You can return here anytime to see responses and send updates.

04:47 PM | Chastspire: Our usual reply time

🕒 under 5 minutes

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Exported from Bitzamo on August 7, 2025 at 03:04 PM Europe/Moscow time MSK (GMT+0300)

I requested the documents again, but they have been ignoring me on live chat. They said they would respond within five minutes, but they haven't.

If they don't call someone in charge soon, this casino will disappear overnight.

Dear player, to help move things forward, we kindly recommend that you contact the casino and send them a polite message with the following requests:

1. Ask for your complete game history in Excel format – this will help us verify everything more easily.
2. Ask exactly how much you still need to wager to meet the wagering requirements, according to their system.

We suggest you send this request both by email and through the live chat, so there’s a clear record of your communication.

Here is an example of how to ask for the game history politely:

Hello, I kindly request my game history in Excel format, including all deposits, withdrawals, bets, and bonuses. I would also like to know the exact amount I still need to wager to complete the wagering requirements. Thank you in advance for your help.

Once you receive a response from the casino, please forward it to dominika.l@casino.guru or upload screenshots here.

I want you to understand that I am filing this complaint because the casino has been ignoring me for so long.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.

Hello there,

Thank you andandjonnyx for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Bitzamo Casino for their help in resolving this complaint. We would like to know what the issue is with the wagering and what we can do to help the player receive their winnings.

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.

The live chat staff at this casino are unable to hold a conversation.

How on earth did Casino Group manage to sign an affiliate agreement with this casino?

Dear andandjonnyx,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Anjouan Gaming Authority and submit a complaint to them through the validator on the casino website (validator link). The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter