Reclamação #47 Bitsler Casino

Don't payout casino

Por ahmetcidlekdqe1

há 11 meses

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.

Cassino em disputa Bitsler Casino

Motivo Problemas de verificação

Valor $12090.69

Discussão

AskGamblers

• Support Team

há 10 meses

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

há 10 meses

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

há 10 meses

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

há 10 meses

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?

Raio-X do Bitsler Casino

Resolvido 17 / 17

Valor médio $2,253

Duração média da reclamação N/A

Resposta média N/A

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