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Dear CasinoGuru Team,

I hereby file a complaint against Bitso Casino because my payout is being withheld without reason and the casino is making contradictory statements.

The facts:

I'm waiting for my balance to be paid out. My account should be fully verified. I've already provided the casino with all the required documents:

Bank statements

Online banking transfer receipts

Transaction confirmations

Additionally, the casino required a specific document from the bank, stamped and signed. I obtained and submitted this document as well. I subsequently received confirmation that it had been approved.

The problem:

Although the verification seemed to be complete, I suddenly received an email stating that my balance was frozen due to a violation of the "bonus conditions".

This is absolutely impossible, as I have NEVER played with a bonus. I have always declined all bonus offers and played exclusively with my own real money.

Contradictory statements & stalling tactics:

While I am threatened with confiscation via email, support and chat tell me something completely different:

I have already been assured three times by employees that the amount will be paid out.

Even the chatbot continues to confirm that I will receive the prize.

The last confirmation was 5 days ago, but the payment is still "on hold".

The casino is no longer responding to my direct messages and replies. I'm being ignored, while my money is being withheld without reason.

My demand:

I request that you contact Bitso Casino. Since I played without a bonus, there is no legal basis for freezing winnings due to bonus terms. I demand the immediate withdrawal of my balance.

I have screenshots of the chat confirmations as well as proof that I did not have an active bonus, and I would be happy to provide them.

Thank you so much for your help.

Sehr geehrtes CasinoGuru-Team,

​ich reiche hiermit Beschwerde gegen das Bitso Casino ein, da meine Auszahlung grundlos zurückgehalten wird und das Casino widersprüchliche Aussagen trifft.

​Der Sachverhalt:

Ich warte auf die Auszahlung meines Guthabens. Mein Konto sollte vollständig verifiziert sein. Ich habe dem Casino bereits sämtliche geforderten Unterlagen zur Verfügung gestellt:

​Kontoauszüge

​Online-Banking-Überweisungsbelege

​Transaktionsbestätigungen

​Zusätzlich verlangte das Casino ein spezielles Dokument der Bank mit Stempel und Unterschrift. Auch dieses habe ich besorgt und eingereicht. Mir wurde daraufhin bestätigt, dass dieses Dokument genehmigt wurde.

​Das Problem:

Obwohl die Verifizierung abgeschlossen schien, erhielt ich plötzlich eine E-Mail, dass mein Guthaben wegen eines Verstoßes gegen die „Bonusbedingungen" eingefroren wird.

​Dies ist absolut unmöglich, da ich NIEMALS mit einem Bonus gespielt habe. Ich habe jegliche Bonusangebote stets abgelehnt und ausschließlich mit meinem eigenen Echtgeld gespielt.

​Widersprüchliche Aussagen & Hinhaltetaktik:

Während mir per E-Mail mit der Konfiszierung gedroht wird, sagen mir der Support und der Chat etwas ganz anderes:

​Mir wurde bereits dreimal von Mitarbeitern versichert, dass der Betrag ausgezahlt wird.

​Selbst der Chatbot bestätigt mir weiterhin, dass ich den Gewinn erhalten werde.

​Die letzte Zusage ist nun 5 Tage her, aber die Auszahlung hängt immer noch in der „Warteschleife".

​Mittlerweile reagiert das Casino auf meine direkten Nachrichten und Antworten gar nicht mehr. Ich werde ignoriert, während mein Geld grundlos einbehalten wird.

​Meine Forderung:

Ich bitte Sie um Kontaktaufnahme mit Bitso Casino. Da ich ohne Bonus gespielt habe, gibt es keine rechtliche Grundlage, Gewinne aufgrund von Bonusbedingungen einzufrieren. Ich fordere die sofortige Auszahlung meines Guthabens.

​Ich habe Screenshots der Chat-Zusagen sowie den Nachweis, dass ich keinen Bonus aktiv hatte, und kann diese gerne zur Verfügung stellen.

​Vielen Dank für Ihre Hilfe.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Omerta,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear team,

I was just informed regarding the complaint, and I quote:

Her complaint makes it more difficult to find a solution; we might as well just forget about it altogether!

Liebes team,

Mir wurde gerade mitgeteilt wegen der beschwerde ich zitiere:

Durch ihre beschwerde wird es schwieriger eine lösung zu finden wir können es auch ganz lassen!

Dear team,

I was just informed regarding the complaint, and I quote:

Her complaint makes it more difficult to find a solution; we might as well just forget about it altogether!

Liebes team,

Mir wurde gerade mitgeteilt wegen der beschwerde ich zitiere:

Durch ihre beschwerde wird es schwieriger eine lösung zu finden wir können es auch ganz lassen!

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Omerta,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Attila