Bitcoza Casino - Акаунт гравця заблокували.

Played no deposit at the casino, sent the documents for verification. The support service said that after verification I would be able to withdraw money. More than two weeks have already passed, and no one answered, the support service disappeared on the site, and a couple of days ago I can’t log into my account at all and the password recovery letter does not come to the mail.

Отыграл бездеп в казино, отправил документы на проверку. Служба поддержки говорила что после верефикации смогу вывести деньги. Уже прошло более двух недель, так никто и не ответил, на сайте пропала служба поддержки, а пару дней назад вообще уже не могу зайти на аккаунт и письмо для восстановления пароля не приходит на почту.

Hello gansitto95,

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

Did you ever deposit into the casino? When exactly did you begin the verification process. Did you contact the casino with this issue and if yes, what did they respond?

Looking forward to your answer.

Regards,

Nick

I dropped the documents for inspection on 15.05.2022, after which I received a letter that my documents will be checked within 24 hours. Then a couple of my letters with a question about verification and how to withdraw vomit did not receive an answer. At the same time, I could not go to the casino according to my data and the letter to the mail to recover the password does not come. The deposit did not work, since I did not receive a response from the casino, how can I withdraw my winnings?

Скинув документи на перевірку ще 15.05.2022,пісоя чого мені прийшов лист що мої документы перевірят протягом 24 годин. Після чого пару моїх листів із запитанням про верефікацію і як вивести виргаш не отримали відповіді. Тоді ж я уже не міг зайти в казино по своїм данним і лист на почту для відновлення пароля не приходить. Депозит не робив,так як не отримав відповіді від казино як я можу вивести свій виграш?

Hello gansitto95,

It is sometimes common that the casino blocks the players account until the verification process if finished. However it shouldn't take more than 2 weeks to do so. Could you please advise when was the last time the casino responded to you?

Regards

Thank you for the confirmation gansitto95. I will now forward your complaint to my colleague Tomas who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello gansitto95,

I will assist you with the complaint from now on. I'll contact the casino representative in order to learn more about the issue.

Bitcoza Casino,

what is the verification status for gansitto95's account? When can we expect the verification to be completed?

We would like to ask Bitcoza 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’.

Hello gansitto95.

I am taking over your complaint because my colleague Tomas is sick.

Unfortunately, the casino is non-responsive.

I would suggest you submit your complaint directly to the casino regulator (Antillephone - Curacao)

If you need help with that, I will gladly help you.

So please help me.

Так прошу, Вас допомогти мені.

It is easy.

Please write an email to: complaints@gaminglicences.com

Your complaint should contain.

1) Your personal information:

name and surname

your country of residence

your age

2) Complaint body must include:

casino name + website + license (License No. 8048/JAZ)

your login (username) and email in an online casino (with which you had registered the account)

then describe what has happened as thoroughly as possible (including the sum of money you are challenging)

3) Attach a link to this complaint + email files (screenshot images or email correspondence) that prove you have already tried to resolve the problem with the casino.

Please let me know when you submit your complaint to the regulator.

Dear gansitto95,

We are extending the timer by 7 days. Please, be aware that in case you fail to comment on your complaint in the given time frame, we will reject your complaint.

Because Gansitto95 didn't respond in the given time frame, we are forced to reject this complaint.

Gansitto95 can reopen the complaint anytime.

We hope that he has already submitted his complaint to the regulator body.

Gansitto95, please, when you get an official answer from the regulator, reopen the case, and we will close your complaint accordingly with the regulator's decision.