What Happened
A player from Poland says he asked Bitz.io on 11 August 2026 to block him for three months over a gambling problem, and told support not to lift it even if he begged. Two nights later, he says, he asked to be let back in and was reopened within minutes; he then deposited and lost $667, later putting the total at $1,780. Bitz said blocks longer than seven days can be lifted through a personal manager and no refund was due. The mediator disagreed and asked for a refund; the casino went silent.
How It Developed
- 2026-08-14Complaint opened, with chat logs the player said showed support agreeing not to reopen the account.
- 2026-08-17The mediator asked for the self-exclusion messages with timestamps and the casino's refund refusal, and gave a template for a clear self-exclusion email.
- 2026-08-25A resolver invited Bitz to comment. The player reported the losses had grown to $1,780 and that the casino had since blocked the account for good.
- 2026-09-04Bitz replied: only its 7-day block is unbreakable, longer blocks can be lifted on request via a manager, the player asked and confirmed, so no refund. The player answered that the responsible-gaming page the casino cited only appeared on its site on 18 August, after the events.
- 2026-09-07The resolver told Bitz it disagreed: an account excluded for addiction should stay shut until the period ends, and losses after a wrongful reopening should be refunded. Bitz did not respond.
- 2026-09-22After an extension, the case was closed as unresolved and the player was pointed to the approved dispute bodies for the Anjouan licence.
Unresolved
Bitz stopped answering after the mediator said the reopened exclusion warranted a refund; no money is held, only losses claimed.
What Has (and Hasn't) Helped
Nothing got the money back, but the mediator put on record that reopening an addiction-based exclusion on request is not acceptable and that losses after it should be refunded. If you self-exclude, say in writing that it is for a gambling problem and keep the reply; that wording is what gives a mediator leverage.