Bitz Casino - O pedido de encerramento da conta do jogador foi negado.

Hi so first of all I opened my account at this operator yesterday and proceeded to deposit 25$ and after I lost this deposit wagering I requested the casino Bitz.io to permanently close my account and to ban me permanently and not allow me to play because I have a gambling problem I am compulsive and I made that request to them many times via live chat on their website and via telegram the agent keep telling me no we can’t close your account we can’t ban you while knowing I had a gambling problem I have repeated to them many times I don’t wish to continue playing there stated that they are shady but not allowing me to close my account permanently and to ban me fast forward while knowing that I had a big gambling problem and my ip is most certainly banned on every other casino for responsible gambling they yet still accepted my second deposit of 68$ and allowed me to continue wagering it while fully being aware of my request to ban myself self exclude and have my account permanently closed so today the 2025-01-13 I request a full entire refund of my deposit made after letting them know that I wanted to ban myself and self exclude myself and permanently close my account because of my gambling problem and that they refused to do so and still allowing me to deposit and gamble my hard earned money at their casino while fully knowing I had requested ban self exclusion and permanently to close my account to avoid further loses I want a full refund of my 69$ I need your help askgambler I am not the only player who they did that too !

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

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

If your account is currently not blocked, as the next step, I recommend you contact the casino again with a self-exclusion request via email at support@bitzmail.io, 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

Dear Bitzioarescammer,

• Have you saved the communication from Telegram where you informed the casino of your gambling issues? Would you be able to share this communication as evidence? Send the information to my email at tomas@casino.guru
• Have you sent a new self-exclusion request to the casino based on the template above?
• Was your player's account closed as a result?

Please let me know.

It’s been deleted by them. On telegram.

and has far as the request to self exclude and get ban and also for them to not allow me to deposit or withdraw its been sent to them via email after my first deposit from that email they should have comply with my request right away but they refused saying you need we can’t close account and giving me millions excuses I had to beg them hard to do it at the end after I deposited my second deposit while they being fully aware of my issue with my gambling and account request to close it down and get banned etc they allowed for the deposit to go trough and allowed me to place more bets listen I am a gambling addict I bet and deposit without being fully aware of what I am doing that’s what I asked them to ban me and not let me deposit or withdraw because I am a problem gambler I am impulsive yet they didn’t care and let me carry on and yeah at the end they eventually blocked my account after I showed them proof of my complaints opened with casino guru and ask gambler they got scared and comply before that they were telling me we will give you bonus keep playing we can’t close account etc it’s shady what they doing I even asked them to fully refund my second deposits because it was against my will I already sent out the emails and the live chat I had with them on their website and the telegram chat everything they were fully aware of everything for the second deposit of 69$ usd I want a full refund

Also I shared screenshot to your email I don’t khow if you received them sir ?

Hello Bitzioarescammer,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Sir all this stress it caused in my life I hope at the end the casino will refund the second deposit because like I said they were fully aware of what was going on with my request after first deposit lost on their site they better refund me otherwise I already made a FBI GRC Interpol complain and I also discussed with a lawyer and their were at faults they breached every gambling responsible law rules terms they better refund it it’s looking very bad for them!

Thanks for your patience.

If your account is still accessible to you, make sure to send a new self-exclusion request according to the template, while including me in the copy of the email as suggested in my first post.

If you sent a new self-exclusion request after the complaint started, kindly confirm it here in the complaint thread, and please let me know about the status of your player's account.

Please note that we can only ask the casino to refund money that was lost via gameplay if we have evidence that you informed the casino about your gambling issues. From the communication you provided to me so far, we can't conclude that the casino had obligation to protect you.

Looking forward to your reply.

sir I told them explicitly before depositing my second deposit that I wanted my account closed permanently and to be banned from playing or deposit or withdraw or doing anything I told them those are the words and sign of self exclusion responsible gambling why the hell would I need to enter into deep details it was my request way before depositing my second deposit at their casino sir

now if you are with them in the scam you better tell me now cause you obviously taking the side of the casino even though I sent you the obvious facts via email and I can resend them to refresh you brain sir have a good day kind regards

I am sorry you feel that way.

Please note we won't be able to consider the communication you shared with me as evidence of disclosure of your gambling issues to the casino.

Please let me know whether the casino already closed your account and whether you sent a self-exclusion request as I suggested earlier.

We understand it's difficult to know what to say or what words to use when seeking player protection in an online casino. Sadly, based on the communication you provided, we were unable to conclude that the casino should have protected you from further gambling. We can only pursue a refund in cases where you inform the casino of your gambling issues and the casino fails to act to protect you.

Without your cooperation, we are unable to assist you further, and the complaint will be closed.

Please be aware that abusive or intimidating language toward Casino.Guru staff will not be tolerated. Due to breach of our terms and conditions https://casino.guru/terms-and-conditions, your account on Casino.Guru and any further accounts will be banned permanently.

Please note our responsible gambling guide can be accessed without a Casino.Guru account here: https://casino.guru/responsible-gambling-guide

We genuinely hope similar issues will avoid you in the future.