Bitz Casino - Аккаунт игрока был закрыт.

Hello i registered at bitz casino and deposited 100 usdt with bonus. After successful wagering the bonus ( at allowed bet and games). I made withdrawal request but it was canceled due to required verification. My documents was successfuly approved. And after another withdrawal attempt my account was blocked. They say it was because of multiaccounting and unfair play. But i have only one account and played according to the rules.

Dear Kontrado,

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.

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Could you please share your communication with the casino regarding allegations against you? Send emails or chat transcripts to my email at tomas@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,

Tomas

I do not think that anyone used the same ip.

I do not have any communication with casino except their message that my account was blocked. I will post it here

Thank you very much, Kontrado, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@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 Kontrado,

I am so sorry to hear your account got blocked. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Bitz Casino representative to join this conversation and participate in resolving this complaint.

Dear Bitz Casino,

Could you please state why the player's account got blocked?

Thank you in advance for providing the information.

Greetings from Bitz,

Kontrado, we are very grateful that you took the time to fill in this complaint. It is very important for us to receive feedback from our players in order to improve the service we provide and satisfy our players at the highest level.

We are already investigating the situation and as soon as we get information I will back to you.

Kind regards,

Bitz team

Hello Kontrado,

We would like to update you that due to Stefan, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Stefan 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 Stefan will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Greetings from Bitz,

After a deep analysis, the information was confirmed that this account is one of the discovered group of multi-accounts.

We will be happy to provide all the information you need privately, kindly provide the email where we can send you the data.

Kind regards,

Bitz Team

Dear Bitz Casino,

Thank you for your response and the information provided.

You can send it to my email address stefan.m@casino.guru.

I'll be awaiting your reply.

Greetings from Bitz,

We have sent the necessary information to your email.

Sincerely,

Bitz team

Hello Kontrado,

We would like to update you that due to Stefan, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Stefan 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 Stefan will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Bitz Casino,

I have responded to your email.

I'll be awaiting your reply.

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.

Greetings from Bitz,

We have received your message requesting additional information.

I will prepare it for you and send it.

We will let you know as soon as we send the necessary information.

Sincerely,

Bitz team

Dear Bitz Casino,

Thank you for your response and the information provided.

Please keep us updated.

I'll be awaiting your reply.

Greetings from Bitz,

We have sent the necessary information to your email.

Sincerely,

Bitz team

Dear Bitz Casino,

Thank you for the information you provided via email.

Hello Kontrado,

I have received the information from the Casino that you are connected to multiple accounts. There are deposits to multiple accounts, including yours, from the same crypto address. Could you explain this?

I'll be awaiting your reply.

Hello Stefan,

Hope you enjoyed your vacation. I used crypto exchange, so the deposit was from "hot wallet" of the exchange. It has millions of dollars and thousand of transactions everyday. You can check it by yourself, by exploring the adress in blockchain.

So i do not care if somebody also deposit from the same cryptoexchange.

Hello Kontrado,

I have already asked the casino to provide me with the crypto address, so I can doublecheck whether it is hot wallet wallet or private wallet.

Dear Bitz Casino,

Please let me know once you respond to my email.

I'll be awaiting your reply.

Greetings from Bitz,

We have sent the necessary information to your email.

Sincerely,

Bitz team

Hello Kontrado,

Could you provide us with the withdrawal history from the centralized exchange? You can send it to my email address stefan.m@casino.guru.

I'll be awaiting your reply.

Dear Kontrado,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

i have ton of transactions in my exchange. Moreover i use multiple exchange, i do not even remember from what exchange it was done. It would be better if you give me the hash of transaction or at least date and time.

Hello Kontrado,

I am afraid I cannot disclose this information as it is sensitive data provided by the casino. You should be able to provide the proof of deposit so we can investigate further.

I'll be awaiting your reply.

Dear Kontrado,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.