Bitcasino.io - Das Spielerkonto wurde geschlossen und Verluste werden angefordert.

Hello, I had an account at Bitcasino which I closed on January 27th, 2025 because of my gambling addiction! I didn't remember exactly that I had an account there, so I asked if I had an account with my email address! They told me I didn't have an account registered to me! I asked three times and they told me I didn't have an account on their website! I then created a new account and then wanted to take a break for a month, only then did they tell me that I had a second account! I asked them three times and they let me lose money, only after I wanted a break did they block the new account! I therefore demand a refund of my losses of €262 because they allowed me to play here and lose money despite my gambling addiction and my closed account!

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Bitcasino.io.

Please allow me to ask you a few questions so I can better understand the situation.

• Have you communicated your request for a refund with casino support?
• Could you share any communication with support related to this case to my email katarina.d@casino.guru?
• Could you please share your self-exclusion requests with me? Please share the information to my email at katarina.d@casino.guru. Please forward emails instead of screenshots.

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Katarina

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, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

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

Dear Christoph90,

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,

Katarina