What Happened
A player from Germany asked Casino.guru to get Bitz, and other sites run by the same operator, to block their account for good. They say they have asked repeatedly to be self-excluded, but the sites only lock them out for a week and then let them lose again. No amount was claimed. Three days into the complaint the player said the Bitz account was now blocked; when the mediator asked whether the block was permanent, there was no reply.
How It Developed
- 2026-06-06Complaint opened, asking for a permanent block across the operator's brands.
- 2026-06-09The player confirmed they had asked Bitz specifically for self-exclusion, that the account was now locked, and that KYC had not been done.
- 2026-06-15The mediator asked whether the lock was a permanent self-exclusion and, if so, whether the case could be closed as resolved.
- 2026-06-29No answer after a reminder, so the case was closed. It can be reopened.
Abandoned
The player stopped responding after reporting the account was locked; whether the block is permanent is unknown.
What Helped
The account did get locked while the complaint was open, which may be what the player wanted. What is missing is confirmation that the lock is permanent. If you ask for self-exclusion, name the length (permanent) in writing and ask the casino to confirm it in writing.