Your system write that I am from Poland, but I am from Latvia.

The problem is with bitz.io casino, where I registred at 15th May.

When I registred I received offer, that I can activate 100% deposit bonus, which I will receive after I made x29 wager from my deposit.

Made 6500 trx. Played with my own money, and later when I loosed my deposit, I made one more with amount 9668 trx. Then pyaing my own money my balance grown to about 11500 eur and at this moment casino grant me 6500 trx real money ( converted from bonus, which was frozen until I will make x29 wager).

Trying to withdraws winnigs, first one 20000 trx was approved.

Then casino asked me to pass verification, I go to verification link which was in my account, but there not be available to choose my country (Latvia). I wrote about it in support, and they asked me to send video selfie with my ID document. I did it.

After 1-2 hours they said that ;

Thank you for waiting.

Unfortunately, a random check of your gaming activity revealed that you violated the rules of fair play and used third-party hardware or software when playing using the bonus system.

The account has been blocked, as our further gaming cooperation has been terminated.

I think this is absolute fake. I ask you to help me. I see that you made very good review for this casino, which use very ugly reason trying to steal my own money. (from balance 32000 trx then grant on 6500 trx to me).

Dear ARTEMIJS,

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.

• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Could you please describe the manner you played in the casino to our best knowledge?

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

Please note that www.kpvfaw.com will never ask for any payments or request access to your accounts. If anyone claims to be www.kpvfaw.com personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

I played slots game from bgaming provider, seems like named dice million or something like that. Played only this game.

Manner? I just made deposit and started to play, first I played with bet about 1 euro. Then when I loosed about 1200-1300(about) euro from balance. I made one more deposit about 2000 euro. And then started to play with bet 15 euro. with 15 euro I hit my luck and got balance about 14000 euro, then loosed about 1-1.5. When site shown that I made wager x29 from first deposit. Casino added to my account 6500 trx. And I tried to make withdraw.

Thank you very much, ARTEMIJS, for providing the necessary information. I will now transfer your complaint to my colleague Kubo ([email protected]), 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 ARTEMIJS,

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

Dear ARTEMIJS,

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 for the closure/blocking of the player's account? Your detailed insight will help us proceed with a fair and informed resolution.

Thank you in advance for your cooperation and prompt response.

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.

Dear ARTEMIJS,

I apologize for the delayed response.

Unfortunately, as the casino has not responded within the given timeframe, the standard procedure would be to close the complaint as unresolved. However, I understand that this would not help in effectively addressing your issue.

Given the casino’s previous history of cooperation and the possibility that they may not be receiving notifications about ongoing complaints, I’ve decided to take additional steps and reached out to their representatives directly through some of our established contacts in an effort to obtain a response.

While I cannot guarantee the outcome or whether they will respond, I remain hopeful that we can achieve a satisfactory resolution.

To allow time for this, I’ve extended the complaint deadline by an additional 7 days.

Thank you for your understanding and continued patience.

Dear ARTEMIJS,

I have repeatedly tried to contact the casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. I will mark the complaint as unresolved in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

In the meantime, I recommend contacting the Anjouan Offshore Finance Authority (AOFA) also known as Anjouan Gaming by submitting a complaint through the license badge displayed in the footer of the casino’s website. Regulators often have additional tools and authority to assist players in such situations.

For guidance on how to effectively submit your complaint to the regulator, you can find helpful information in this article.

If you need any assistance with the submission process or receive a response from the regulator, please don’t hesitate to email me at [email protected].

I’m truly sorry that I couldn’t provide a more favorable resolution this time.

Best regards,

Kubo