Bitsler Casino - Аккаунт игрока заблокирован.

Hello! Until the last moment, I did not want to file a complaint, hoping that the situation would be resolved. But it has been 12 days since the casino does not allow me to withdraw my money and does not allow me to play on the site after passing a successful and complete verification of the account. The casino refers to the fact that it is conducting some kind of investigation. At the same time, he did not explain what exactly he was investigating and in what time frame. I wait endlessly for the situation to be resolved and day after day nothing happens. My money is frozen in my account - I cannot play on the site or withdraw it.

Help!

Thank you in advance!

Здравствуйте! Я до последнего момента не хотела подавать жалобу, надеясь что ситуация разрешится. Но прошло уже 12 дней как казино не дает вывести мои деньги и не дает играть на сайте после прохождения успешной и полной верификации счета. Казино ссылается на то что проводит какое-то расследование. При этом не объяснив что именно расследует и в какие сроки. Я бесконечно долго жду разрешения ситуации и день за днем ничего не происходит. Мои деньги заморожены на счету - играть на сайте или вывести я их не могу.

Помогите!

Спасибо заранее вам!

Hello Oakport,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Bitsler Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

I did not participate in the bonus program. The account was confirmed 13 days ago, after I won they asked for documents, I sent them - they were quickly checked. Today I spoke with the casino - they answered me that they have been answering every day for 12 days: We are waiting for an answer from the answer of specialists, there is no information. But the answer will come soon. And so 12 days they say the same thing. There is no strength to endure. Understand me too.

Я не учувствовала в бонусной программе. Учетная запись была подтверждена дней 13 назад, после того как я выиграла попросили документы, я отправила - их быстро проверили. Сегодня общалась с казино - мне ответили то что каждый день отвечают уже 12 дней: Мы ждем ответа от ответа специалистов, информации нет. Но скоро ответ поступит. И так 12 дней говорят одно и тоже. Сил терпеть нет. Поймите меня тоже.

Thank you Oakport for all the information. I will now forward your complaint to my colleague Branislav who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, Oakport,

I am sorry to hear about your situation. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Bitsler Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Bitsler Casino Team,

Could you please provide us with an explanation of the player's situation in more detail? What next steps should the player take to get his account unblocked? If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Dear Oakport,

Today, I was contacted by the casino representative. The casino needs more time to collect the necessary data and details for me to review.

In the meantime, could you please provide me with the information on what games you played in the casino and what type of games you played in Bitsler Casino the most? Or, from what game type did you obtain the most of your winnings?

Hello! I played mostly sports betting. There she won big. you could just say lucky.

Здравствуйте! Я играла в основном ставки на спорт. Там и выиграла крупно. можно сказать просто повезло.

Thank you, Oakport, for your confirmation.

However, as you might know, our forum deals with complaints about online casinos only. I understand it must be difficult for you, but unfortunately, we do not have enough insight to take on this kind of issue, and after gathering the necessary information from all involved, it is highly likely that the above allegations relate to sports betting. Therefore, I am forced to close your complaint as "rejected".

I recommend you submit your complaint to one of the websites that deal with sports betting-related complaints, or directly to the authority that regulates the casino.

Anyway, if it is convenient for you, we can continue our communication through e-mail (branislav.b@casino.guru).

Thank you very much for your understanding, and sincerely wish you good luck in resolving your issue.

Best regards,

Branislav, Casino.Guru