Bitsler Casino - Proces verifikacije igrača je odložen i dovede se u pitanje.

I am currently experiencing an unreasonable delay with the verification process on Bitsler.

I submitted all the requested documents promptly after they were requested, with my final submission completed on August 6th. Following that, live chat support informed me multiple times that manual verification takes time.

However, on August 27th, their statement suddenly changed. The compliance team claimed they were conducting an investigation due to suspicions of fraud, alleging that they found a connection between my account and a third party.

I only registered on this site in late July. Almost a full month passed between the time I started playing and when they brought up this issue.

It strongly appears to me that they intentionally avoid completing the KYC process to create a long gap, using that extra time to forcibly manufacture a connection to a third party as a tactic to refuse withdrawals.

First and foremost, I demand that my manual KYC verification be completed immediately. Furthermore, I request that they provide concrete proof of the alleged "third-party connection" right here in this thread.

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.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Which documents did you send to the casino for the KYC verification? Have any of your documents been reviewed and approved by the relevant department yet?
• What types of games did you play to accumulate the winnings you've been trying to withdraw?
• Did you accumulate these winnings with or without a bonus?
• How many deposits have you made into this casino so far, and which payment methods do you use?

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

Best regards

Veronika

ーNo, I do not know for certain whether the review has been completed.

I submitted a withdrawal request and then proceeded with the site's KYC process.

However, I was told that the Japanese documents I provided were not accepted, so I submitted photos as instructed by the support team on August 7th.

I have contacted them repeatedly since then; I was told that the process takes time because the KYC review is done manually. Now, about 20 days have passed, and the review remains incomplete; I have been informed that there is a possibility I am engaging in fraudulent activity.

Regarding the games I played: more than a month has passed since my deposit, and since any discrepancies in my memory could work to my disadvantage, I will refrain from discussing the specific details.

The winnings were generated using a bonus.

I have made only one deposit so far, using USDT (ERC-20).

Thank you for your response. Before we proceed with the investigation, please forward me all the communication between you and the casino customer support regarding the verification requests and the accusations of possible fraud at veronika.f@casino.guru. I appreciate your cooperation and patience.

I have sent all the past conversations with Bitsler via email. The file format is .txt.

Dear kaori785

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martina (martina.b@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Dear kaori785,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Bitsler Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case?

Thank you in advance for providing the information.

Official Response from Bitsler

Dear Casino Guru Team,

Following a comprehensive investigation, our Risk & Compliance Team identified 15 accounts connected to the complainant through multiple overlapping technical, financial, registration, and behavioral indicators.

For privacy, security, and fraud-prevention reasons, usernames and account-specific evidence have been withheld from this public response. Relevant supporting information can be provided to Casino Guru through private channels if required.

Key Findings

Our investigation established that:

15 connected accounts were identified.

Different names, dates of birth, email addresses, and registration details were used across the accounts.

Multiple linkage indicators connected the accounts, including:

Wallet and transaction fingerprints

IP and device-related data

Authentication and account-access indicators

Financial, registration, and behavioral patterns

Cash deposits were made across the connected accounts for the purpose of repeatedly claiming and abusing the welcome bonus.

All connected accounts were previously warned and notified regarding this prohibited activity.

A withdrawal was permitted in the past, providing the complainant with a clear opportunity to cease the activity and comply with our Terms and Conditions.

Despite these warnings, the complainant continued opening or operating connected accounts, making deposits, and repeatedly claiming the welcome bonus.

No credible or documented evidence has been provided to rebut our findings.

Summary Timeline

29 April 2026 to 20 July 2026

All connected accounts were identified, warned, and notified regarding prohibited multi-account activity and repeated welcome-bonus abuse

.

Following These Warnings

The complainant continued opening or operating connected accounts, making deposits, and repeatedly claiming the welcome bonus.

Final Action

All connected accounts were permanently closed, and all associated funds were seized and forfeited in accordance with the applicable Terms and Conditions and promotional rules.

This timeline is provided as a summary only. The complete internal investigation covers all 15 connected accounts.

Contractual Basis

The activity breached multiple provisions of the Bitsler Terms and Conditions, including:

Clause 14.1: Prohibits maintaining more than one account, including creating multiple accounts to abuse the service.

Clause 14.3: Prohibits using multiple accounts to exploit or abuse promotions.

Clause 6.4: Permits Bitsler to block or cancel transactions and accounts used in a prohibited manner.

Clause 7.1: Authorizes enforcement measures following a breach, including account termination and related sanctions.

Final Decision

The decision was based on:

A network of 15 connected accounts

Multiple overlapping linkage indicators

Repeated welcome-bonus abuse

Continued activity despite warnings and notifications

A previously permitted withdrawal and opportunity to comply

The absence of any credible explanation rebutting the evidence

Accordingly

All connected accounts have been permanently closed.

All associated funds have been seized and forfeited.

Bitsler's internal review has been completed.

The decision is final and will not be reconsidered.

For privacy, security, and fraud-prevention reasons, the full technical evidence cannot be disclosed publicly.

Based on the extensive evidence available, we firmly maintain that the measures applied were justified and implemented in accordance with our Terms and Conditions governing multiple-account activity and welcome-bonus abuse.

Kind regards,

Frank

Risk & Compliance Manager

Bitsler

15 linked accounts were identified.

Multiple accounts were used with different names, dates of birth, email addresses, and registration details.

Wait, that makes no sense.

If the information is completely different across these accounts, doesn't that prove they belong to entirely unrelated third parties?

I have not repeatedly claimed welcome bonuses, and I have submitted all chat transcripts to Casino Guru.

No reliable or documented evidence was provided at all.

This is the first time you are even bringing this up.

Looking back through all the chat records, you never once asked me to provide evidence. Furthermore, eKYC and photo submissions are meant to serve as evidence, aren't they?

All connected accounts have been permanently closed.

All associated funds have been seized and confiscated.

This is also untrue.

As of September 19, 2026, 20:30 JST, I am still able to access Bitsler, and my balance has not been confiscated.

I am asking the Bitsler representative:

You explicitly stated here that all connected accounts have been closed.

"All" should naturally include my own account, yet in reality, I am still able to log in.

This statement alone proves that you have failed to properly distinguish my account from actual malicious third-party users.

I am attaching a screenshot as proof.

This is what I submitted in the chat.

Gathering evidence is Bitsler's responsibility, and they made no attempt whatsoever to ask or prompt me to provide any evidence. As I mentioned above, I have already submitted eKYC and manual KYC documents.

Their statement that all accounts have been closed is false.

As stated above, I am still able to access my account at this moment. This makes me strongly believe that they are confusing me with another malicious user, or that the "15 accounts" Bitsler claims exist might be a complete fabrication on their part.

When you consider the full chat history, the actual status of my account, and what the Bitsler representative is saying here, isn't it obvious that they made all of this up simply because they want to refuse my withdrawal?

Frank, you are the person who outlined the issues regarding this matter to me in the chat, aren't you?

Was there any phrasing in the full text of what you yourself wrote in the chat that prompted me to submit evidence?

There wasn't any at all, was there?

You also stated in the chat that the issue was under investigation and that you would contact me as soon as the investigation results were complete.

Even as of right now, I have received no investigation results via chat or email, and every single statement you've made is covered in lies.

It is clear from all of the chat records that Frank has been making false statements.

I demand that such a malicious site be blacklisted.

Thank you kaori785 and Bitsler Casino Team for the input!

Dear Bitsler Casino Team I want to kindly ask you to send the supporting evidence of these claims to my email address - (martina.b@casino.guru).

Thank you very much in advance