Bitz Casino - Il conto del giocatore viene chiuso e le vincite vengono confiscate.

Hello, dear administration. I made a deposit. I hit the jackpot x10,000 at a rate of 10 cents. I have a screenshot. They gave me €1,000. I requested a withdrawal. The withdrawal was cancelled. They said it was for verification. The verification took several hours. I requested another withdrawal. They blocked my account. They said it was temporary for a new verification. A few days later, they unblocked my account. They told me to go through auto-verification, which I did immediately. I received a notification that my profile had been confirmed. A couple of minutes later, they blocked me again, accusing me of using some kind of website error to play. They ignore my questions. They only write that the decision is final. Please help.

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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 I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• What games did you play to accumulate your current balance in the casino? (which slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the accusations made against you? Send emails or chat transcripts to my email at [email protected], or post screenshots here

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

Hello.

1) may-june 2025

2) no sport. no live games. only slots, mostly 3oak provider

3) no, no bonuses at all

4) it was chat, they ignore my e-mails. sent you txt on russian.

they didnt give me link on license

Greetings from Bitz,

We have carefully reviewed your gaming sessions.

Over a two-month period, you completed a total of 278,984 spins.

During this time, you won jackpots totaling 12,102 TRX, which were previously paid out to you.

The game was disabled on our platform due to a detected bug.

You were simultaneously playing this game using five different currencies, and the collected data indicates that you exploited a vulnerability (bug) in the game over an extended period of time.

Additionally, it was established that a duplicate account associated with you was used in parallel. Over the same two-month period, this account won 11,697 TRX in the same game while also playing simultaneously across multiple currencies.

As a result, a total of 23,799 TRX was obtained over two months through exploitation of the game’s vulnerability.

As a result both accounts have been blocked.

Thank you for your understanding,

Bitz Team

Thanks to both parties for the explanation.

Dear Dolmato123,

• Were these accusations previously communicated to you?
• Have you created multiple accounts in the casino?
• Have you played the game on multiple tabs in multiple currencies simultaneously?

Please let me know.

This is a complete lie from Bitz. Or they got someone wrong. I have won 1 jackpot worth 1000 euros in total, which is one. The game is not disabled and is still available, which is two. I can even access the demo mode and take screenshots. I have not played in 5 currencies, but I have played in 3, which is three. I only have one outlook account, which is four. They have accused me of everything and lied about it.

Answers

• No
• No
• 3 tabs different currencies. but clearly not the game they removed. my game is available

Dear Dolmato123,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Kubo ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear Dolmato123,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Bitz Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Bitz Casino,

Could you please provide a comprehensive explanation of this case, including the specific reasons behind the blocking of the player's account and the confiscation of their winnings? Your detailed response will be instrumental in ensuring a fair and transparent resolution.

Thank you in advance for your cooperation and timely reply.

Best regards,

Kubo

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.

Hello Dolmato123,

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

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru