Bitz Casino – Refused Self-Exclusion After Addiction Disclosure ($3,700 Loss)

[yuravish]

I want to share a serious responsible gambling failure involving Bitz Casino.

On January 14, 2026, I explicitly informed my assigned manager that I have a gambling addiction and requested permanent self-exclusion (lifetime account closure).

Bitz refused to provide permanent exclusion and only offered temporary options (up to 6 months), which I clearly stated were not sufficient.

Despite my addiction disclosure:
- my account remained active
- I continued receiving bonuses and promotions
- my account was later reactivated manually within about 1 hour

As a direct result, I lost approximately $3,700 AFTER clearly requesting self-exclusion.

This case was reviewed by Casino Guru, who concluded that:
- the player’s self-exclusion request was valid
- the casino should have acted immediately
- the player is eligible for a refund of all deposits made after the request

However, Bitz Casino refused to cooperate and the complaint was closed as UNRESOLVED.

AskGamblers complaint was also closed as unresolved due to the casino not responding.

This is not about losing money gambling.

This is about a casino:
- ignoring a clear addiction disclosure
- refusing proper self-exclusion
- continuing to encourage gambling through bonuses
- and then refusing accountability

I am sharing this case for awareness.

If anyone had similar experience with Bitz, please share.

Links to complaints -
https://casino.guru/complaints/bitz-casino-player-s-account-has-not-been-permanently
https://www.askgamblers.com/casino-complaints/bitz-casino-bitz-io-refused-permanent-self-exclusion-after-gambling-addiction-disclosure

[knowngunman]

I think this thread is more fitted in reputation board than in gambling discussion.

After seeing this thread, I quickly visit the Bitz site to take a look at their terms and conditions. I came across this: "Bitz reserves the right to close an account at its discretion with or without prior notice and may refund the account balance minus relevant withdrawal charges." and I hope you understood what the "reserves the right" means in this context. You can request for account closure actually but that doesn't mean your request must be honor. It can be accepted or denied based on that right reserve.

Secondly, there's this term as well:

3.15. You are a mentally competent person and You do not suffer from gambling addiction. In case a person with such a problem enters the Site - the responsibility lies on their side only.

And then there's this as well:

You are obliged to familiarize with these Rules before You start using the Site services. If You do not agree with these Rules, You may not use the Site services.

Registering on the Site and visiting the Site constitutes Your acceptance of the Terms.

Bitz terms

Note: I'm not here to defend the casino. I'm more concerned about the players failure to familiarise themselves with casino terms and conditions before making use of their platform. I think some casino does not even offer a permanent account closure, only limited time but very long thou.

I hope you recover from addiction soon 

[Wapfika]

Can you clarify if the self-exclusion request 6 months takes effect while you still receive promotion when this self exclusion is active?

It’s not mentioned if you accept their self-exclusion offer even just up to 6 months only. You only claimed that they are still sending promotion and remain your account active after declaring you have gambling problem while self-exclusion needs a manual confirmation on your side.

I wish for your addiction recovery mate.

[yuravish]

I understand your points regarding the Terms and Conditions.

However, this situation is not about general account closure rights or user agreement with the Terms.

This is specifically about responsible gambling obligations.

When a player explicitly states they have a gambling addiction and requests self-exclusion, the casino is expected to take immediate action to prevent further gambling, regardless of standard Terms.

This is exactly what Casino Guru concluded after reviewing the full case:
- the request was valid
- the casino should have acted immediately
- the player is eligible for a refund

Also, the argument about "player responsibility" does not apply in the same way once addiction is clearly disclosed. That is the entire purpose of responsible gambling protections.

Regarding the question above:
Yes, the account remained active after the request, and I continued receiving promotions, which is part of the issue.

So the core issue here is not the Terms, but the failure to act after a clear addiction disclosure.

[yuravish]

The complaint has been closed as unresolved despite Casino Guru confirming that I am eligible for a refund.

Bitz Casino has not responded to my direct message regarding a resolution.

The case is now documented publicly, and I will continue to monitor the situation.

I remain open to resolving this matter.

[Dr.Bitcoin_Strange]

From your post, I observed that you wanted to more than 6 months exclusion period, I have a suggestion concerning your experience, some casinos only have those self exclusion service for formality sake but it is not effective so what I suggest is that if you want a long time self exclusion, it's better you apply for account closure, I think that will be more effective than the self exclusion service.

[yahoo62278]

From your post, I observed that you wanted to more than 6 months exclusion period, I have a suggestion concerning your experience, some casinos only have those self exclusion service for formality sake but it is not effective so what I suggest is that if you want a long time self exclusion, it's better you apply for account closure, I think that will be more effective than the self exclusion service.

Not to go too off topic here but IMO this player is just looking for a reason to get a refund regardless of whether the self exclusion does or doesn't work. Addicted players will just make a new account or go to a different site so self excluding does nothing for them anyways. Should self exclusion work or be offered, of course, but even if it was he would have gambled. Just my 2 cents on the situation.

[danherbias07]

I do hope you had screenshots of you being accepted into the self-exclusion feature. That will be strong proof of what you claim, and I think whatever website name you post will have its reputation tainted if they don't follow their own rule.

That's our only weapon against these types of claims. Our screenshots and proofs that we really did it. You can claim whatever you want, but they can refuse it if you cannot even prove what you tried to go against them. Also, it seems to me that your claim is more suspectible because you still lost lots of money after applying for self-exclusion. Maybe for them, you are still gambling even if you are trying to break from it. That makes them think that you are not really ready to give it up.

[Odohu]

There have been many types of these reports in this forum and I keep wondering why they all come from accounts that are not known in this forum. That really makes me doubt the legitimacy of these conplaints as it appears it could be done by people who deliberate do this in order to force the casinos to return their money if they couldn't succeed in winning from that practice. However, this complaint is supposed to be posted in the reputation board where it will receive faster response and also will make the casino representative get notified of it.

Can you clarify if the self-exclusion request 6 months takes effect while you still receive promotion when this self exclusion is active?

It’s not mentioned if you accept their self-exclusion offer even just up to 6 months only. You only claimed that they are still sending promotion and remain your account active after declaring you have gambling problem while self-exclusion needs a manual confirmation on your side.

I wish for your addiction recovery mate.

He ought to have unsubscribed to their email and possibly block their email as well so he doesn't receive their emails or anything that will draw his attention to the platform. If he is serious about self exclusion, then there shouldn't be any loopholes in the process.

[Findingnemo]

I just got a question for OP, let's just assume the casino actually self-excluded you permanently as you requested but what is stopping you from creating a new account in the same casino or a different one, you would have lost the money anyway.

I agree that the casino should have acted immediately but every casino got their own way of activating self-exclusion and mostly it's by manual request which may take an hour or so for it to be taken into effect so it takes time meanwhile the user should be responsible for any losses.

[PX-Z]

I just got a question for OP, let's just assume the casino actually self-excluded you permanently as you requested but what is stopping you from creating a new account in the same casino or a different one, you would have lost the money anyway. 

Nothing, it's just the current account should have lots of benefits like promotions and bonus just like the OP mentioned. And that it is the reason why anyone will still use the current account instead of creating one that will need take time before it got the same level.

I agree that the casino should have acted immediately but every casino got their own way of activating self-exclusion and mostly it's by manual request which may take an hour or so for it to be taken into effect so it takes time meanwhile the user should be responsible for any losses.

The issue, is the account was successfully self-excluded and probably the account was disabled, but after an hour it was again working based on OP so the account still receives bonuses which i guess again lure OP to gamble.

[Findingnemo]

I agree that the casino should have acted immediately but every casino got their own way of activating self-exclusion and mostly it's by manual request which may take an hour or so for it to be taken into effect so it takes time meanwhile the user should be responsible for any losses.

The issue, is the account was successfully self-excluded and probably the account was disabled, but after an hour it was again working based on OP so the account still receives bonuses which i guess again lure OP to gamble.

Some people consider the moment they requested for self exclusion they are in effect but I guess they need to wait for the confirmation from the casino side and that 1 hour is enough to be self excluded?

Casino really take a risk with its reputation just to lure one player? I guess that's unlikely...

[CryptSafe]

OP, since you already called the casino's attention to self-exclude yourself from their casino site, you could have taken the steps to block messages coming from them via email, block their website, and make sure there is nothing linking you to the casino again. In case anything happens, you would not get any information about them. You do not just wait for them to self-exclude you; you should have taken measures from your own end to stop yourself from accessing the casino website. This would show how serious you are about stopping yourself from gambling.

[alani123]

I think this thread is more fitted in reputation board than in gambling discussion.

After seeing this thread, I quickly visit the Bitz site to take a look at their terms and conditions. I came across this: "Bitz reserves the right to close an account at its discretion with or without prior notice and may refund the account balance minus relevant withdrawal charges." and I hope you understood what the "reserves the right" means in this context. You can request for account closure actually but that doesn't mean your request must be honor. It can be accepted or denied based on that right reserve.

Secondly, there's this term as well:

3.15. You are a mentally competent person and You do not suffer from gambling addiction. In case a person with such a problem enters the Site - the responsibility lies on their side only.

And then there's this as well:

You are obliged to familiarize with these Rules before You start using the Site services. If You do not agree with these Rules, You may not use the Site services.

Registering on the Site and visiting the Site constitutes Your acceptance of the Terms.

Bitz terms

Note: I'm not here to defend the casino. I'm more concerned about the players failure to familiarise themselves with casino terms and conditions before making use of their platform. I think some casino does not even offer a permanent account closure, only limited time but very long thou.

I hope you recover from addiction soon 

I think this is a bit of an ethical issue other than a a legal one.

If I ask any service to close or restrict my account it can be done without any questions asked. After all it's my account.
The casinos licensed in Curacao or Antile don't really have a strict regulatory body breathing down their neck. So it's up to them to enforce some ethical standards. If a player asked to be excluded they could just restrict their account immediately. From a technical standpoint it's very easy. The whys of not doing it are up to anyone's guess.

[suzanne5223]

I want to share a serious responsible gambling failure involving Bitz Casino.

On January 14, 2026, I explicitly informed my assigned manager that I have a gambling addiction and requested permanent self-exclusion (lifetime account closure).

Bitz refused to provide permanent exclusion and only offered temporary options (up to 6 months), which I clearly stated were not sufficient.

Despite my addiction disclosure:
my account remained active

Every gambling platform's rules and regulations are set in stone, so they have to operate under them unless their superior changes them, which is why it is hard for anyone to understand the gambling platform's self-exclusion time span.
Since you also don't know, please withdraw all your funds from their platform and delete the account. Until you need to create another account, and the stress of creating another account will also help you with the self-exclusion.

I continued receiving bonuses and promotions

Most online gambling platform put their promotion and bonus messaging in an auto mode. But, if you dont want to receive the message for sometime, i believe there should be an option on their platform which will allow you withheld promotional messages.

my account was later reactivated manually within about 1 hour

As a direct result, I lost approximately $3,700 AFTER clearly requesting self-exclusion.

There should be a setting that allow you to stop the account from operating.

[AVE5]

How do you think the casino will refund you back your lost funds after you've spent them all to play. So what of you had won, would you had returned the profits back to the casino? I definitely don't think you'll do that.
So to hold the casino responsibly on that course of returning those funds with the reasons that you've requested closure of your account but the casino refused to take adequate action will only be if their terms and conditions state it obviously that in such case they could refund such customer.
Else, deleting your account off from your device will do justice to what you wanted in taking down your account.

[Fivestar4everMVP]

I am honestly not surprised that you went through this type of experience with Bitz Casino, and it's actually very unfortunate to see that most of this online casinos are so hungry and greedy for gains that they do not even care about the well-being of their players.. For the management of this casino to not have honored a users request for self exclusion from the platform is clear indicator that they never cared, and worst of all is the fact that they kept sending promotions and bonuses as a way to tempt the user to keep coming back to gamble, this is one of the cons of gambling through online casinos because if this was a physical casino, the best thing to do would have been got sue them and they will have to pay you back all the money you lost after requesting self exclusion and they will also pay extra again for damages.

Anyways, sorry for your experience and I will suggest that you also make this post in the scam accusation board except you don't deem it necessary, but all the same and again sorry for your experience and I hope you will recover all that you've lost.