Complaint #47 Bitsler Casino

Don't payout casino

By ahmetcidlekdqe1

11 months ago

I registered at Bitsler on May 15, 2025, and since then, I have made 5 deposits, with a total wager exceeding $10,000. Unfortunately, I have been waiting for nearly two months for my withdrawal to be processed.

Initially, Bitsler processed small balance payments. However, after one day, they abruptly stopped my Ethereum withdrawals and initiated a KYC process. After submitting my documents, they requested an additional verification — a handwritten note and a selfie, which I promptly provided. Despite complying, the process was repeatedly delayed.

Later, they requested proof of address, which I submitted, but it was eventually rejected without offering any acceptable alternatives or a path forward. My funds are still on hold, and I am unable to access or withdraw them.

I want to highlight that I did not use any bonuses or rewards offered by the site. I played with my own money and unfortunately lost a significant amount, yet when I finally tried to withdraw, my account was restricted. Additionally, the site has closed all my chat communication options, making it impossible for me to get assistance.

Another point of concern is that the account level shown now is different from what I had reached, causing further financial harm and indicating inconsistencies on the platform.

I am attaching all the evidence and relevant communication to support my case. I kindly request that my complaint be reviewed and that Bitsler be asked to process my pending withdrawal or provide a clear explanation for this unjust treatment.

Thank you for your time and support.

Disputed Casino Bitsler Casino

Reason Verification issues

Discussion

AskGamblers

• Support Team

10 months ago

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that Bitsler Casino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

Bitsler Casino

• Representative

10 months ago

Dear AskGamblers,
We have now received the outcome of the investigation from the game provider.
As initially suspected, the provider has confirmed that a technical issue was present in the specific game in question and that this issue was exploited by the individual who submitted this complaint .
This finding also aligns with our internal investigation, which revealed that the player created multiple accounts (20 in total) and used them exclusively to access this particular game. In accordance with our Terms & Conditions, as well as industry standards, only one account per player is permitted. While we strive to remain flexible and understanding when players act in good faith, in this case, we will be applying our terms strictly.
The player has already managed to withdraw substantial amounts from the majority of the 20 accounts. All of these accounts will be permanently closed, and any remaining balances will be forfeited.
The following clauses of our Terms and Conditions have been breached:
Clause 3.1: subsections (i), (v), (w), and (z)
Clause 12.3: subsection (c)
Clauses 19.5, 19.6, and 19.7
Frank
Compliance and Fraud Manager

ahmetcidlekdqe1

10 months ago

Dear bitsler

You saying that I opened more than nine account.

Why should I open more than one account? I didn't violate any bonuses on your site. I didn't do anything in the games. I played mice on bgaming provider and this game is available on all sites. What cheat can I use? If there is cheating in a game, why should I deposit 10k?

You are just contradicting yourself. If there is such a trick, why don't you use the game that is available on every betting site? Why are all the provider's games available on every site?

ahmetcidlekdqe1

10 months ago

Dear bitsler
act in good faith now

You saying that I opened more than nine account.

Why should I open more than one account? I didn't violate any bonuses on your site. I didn't do anything in the games. I played mice on bgaming provider and this game is available on all sites. What cheat can I use? If there is cheating in a game, why should I deposit 10k?

You are just contradicting yourself. If there is such a trick, why don't you use the game that is available on every betting site? Why are all the provider's games available on every site?

Bitsler Casino Complaint Stats

Resolved 17 / 17

Avg. Amount $1,506

Avg. Complaint Duration 8 days

Avg. Response Time 2 days

Bitsler Casino Complaints

See all complaints for this casino

Huge delay of my withdrawal

I opened an account on 27/04/26 with Bitsler casino, my account was verified on the same day after my first deposit. I tried to withdraw €1500 through BTC ON 02/05/26 after few minutes my withdrawal is on hold for no reason, i received an email saying that need to contact support team for further information about my withdrawal, contacted by chat as well as email, they informed me not to worry about ur withdrawal and needs some security checks, it’s nearly 3 days still my withdrawal is on hold , they are not replying my email/chat. Please help

Resolved

€1,500

My account verification successful but cannot redeem

My account was successfully verified on Bitsler.io however when I try to redeem I am still getting an error message that states “verify your account to redeem”. This is becoming increasingly annoying seeing as the website is about to shutdown. They claim live chat is available until November 24th however it’s unable to be used. Tried emailing support but have yet to receive a response. Redemptions end December 1st and I feel like they are trying to hold out until I am unable to redeem.

Resolved

$145

Never approved kyc withdrawals

Hey askgamblers team I need help my money is there but they never give too me withdraw. Can't bet, can't tips. They are keep me waiting from 17 Sep 2024 almost now 6 month. So many times I have contact with live chat they just told me we don’t have any updates regarding your concern. However, as soon as we receive information from the team, we will notify you right away. Saying do kyc. I have upload id vidoes so many times veriff.com accept my id but bitsler 2/3 days keep me waiting then they manual rejected Video here :

https://drive.google.com/file/d/1Xvu_0h8nxSXX782yYn29budwDlqd5ZII/view

Rejected

€1,649

Withdrawal hold up without explanation

Hello, I have a problem with Bitsler.

On February 4, 2025, I created an account on Bitsler and verified my ID. Between February 4 and February 6, 2025, I made six deposits, totaling approximately $170.

On February 6, 2025, after winning a few bets, I requested a withdrawal of $200, leaving about $50 in my account. However, the withdrawal was stopped, and they asked me to provide address verification documents. I submitted everything they requested, and they approved my verification.

Despite this, my account remains limited, and my withdrawal is still on hold. I have contacted them multiple times to ask why my withdrawal is still blocked, but they always respond that they have forwarded the issue to their responsible department and cannot provide any further information.

Why are they holding my money even though I have provided everything they asked for? Can you help me?

Best wishes,

< first name removed >

Resolved

$200

Bitsler has put my withdrawal on hold

Hello.

I created an account and deposited 379 USDT on the Bitsler website, on 30th November 2024.

I played sports betting and managed to raise my balance to 642 USDT, and I decided to withdraw my money.

I placed a withdrawal request on the 2nd of December, and a few hours later I was asked to complete the verification process, in which I submitted my ID document which was verified successfully. I was then asked to provide proof of address, which I submitted promptly, and since the morning of the 3rd of December, the Customer Support team has been explaining to me that my proof of address is pending and that I need to wait.

I sent a few chase emails and messages to the Support team, to which I have been ignored. I am sure that a bank statement as proof of address is not taking more than 24 hours to be verified.

At this point, it seems to me that they are just delaying the process on purpose.

Resolved

Delaying my withdrawal for 5 days already with no explanation

Before joining the casino I completed KYC successfully.

I deposited 232 USDT and played for a day and at night decided to withdraw the full balance of 252 USDT.

It was put on hold. Then the next day they asked for proof of address which I provided and was verified 1 day later.

Now 3 days (5 days in total) have passed and I still don't have my withdrawal.

All that customer support does is either ignore or write that its done for security reasons. Nothing concrete.

Fully verified account and made a profit of like 20$. Can provide any proof needed.

Resolved

$252

Delayed withdrawal payments

I have 2 pending withdrawals of USD 620 with the status "On hold". It`s all my balance.

Customer support has written about "manually checked for security purposes" for 3rd day already.

My account is fully verified.

For all time I deposited to Bitsler around USD600 (4-time deposits) and had about 40 bets at Sportbook (around half won and half lost).

Sometimes played crypto games without a win.

There have been no big wins for me.

I dont understand what is the cause of the delay although Bitsler offers instant crypto withdrawals.

Resolved

$620

Bitsler refuses to pay 2068 USD

Bitsler Casino is claiming to have instant withdrawal procedures while holding my money hostage.

I have made 2x 1034 USDT withdrawals from the 2nd of November 2024 (As in the files attached) and they said that my withdrawals are pending and on hold since they need to be "Manually checked".

Bitsler continues from time through time to give me vague responses when I ask for a timeframe for this to be processed. This gives me a lot of frustration and anxiety that this might be a big scam. I would like to have a valid response and action from Bitsler to pay my money back.

For reference, I only bet on big leagues (NBA, Dota 2 DreamLeague s24, NCAA Div1,...) so they can't make false accusations that these games are fixed.

Also, I have done KYC for this website twice (each for address and personal ID).

Resolved

$2,068

Casino does not withdraw my winnings of 2000 USD

I made a deposit on the Bitsler project and went to play slots and live modes.

I won about 2000$, and put on withdrawal. Withdrawal suspended and in support write the same type of messages (Attached in the screenshots)

It's been 3 days and the answer all the same ...

Already passed KYC verification on the website and they keep replying with the same type of messages :)

Proofs <removed>

Resolved

$2,000

Cryptocurrency withdrawal on hold

Hello. 5 days ago I made withdrawal, but it is still on hold. Firstly they delay to verify my account for a couple days, but now my all verifications are verified. They are saying that I need to wait, but delay time leaves me frustrated, I'm afraid they won't pay my withdrawal. 0.48 ETH are on hold and 0.22 ETH are still inside account.

Resolved

$1,650