Complaint #9 Bitguruz Casino

Allowed deposits after accepted Self Exclusion

By Cryptono

1 day ago

Hello,

I am filing this complaint because BitGuruz failed to enforce my permanent self-exclusion despite accepting my request.

On June 10, 2026, I contacted BitGuruz and requested that my account be permanently closed due to my gambling addiction. My request was accepted immediately, and I understood that my account had been permanently closed in accordance with their responsible gambling policy.

However, on a later date, I was unexpectedly able to log into my account again and make three deposits of €41, €39, and €37, for a total of €117.

Since I had already self-excluded because of a gambling addiction, I should never have been able to access my account or deposit any money. Allowing this to happen represents a serious failure to enforce the self-exclusion measures that are intended to protect vulnerable players.

After discovering this issue, I contacted BitGuruz by email requesting:
A refund of the €117 deposited after my self-exclusion.
Confirmation that my account had been permanently closed.

Unfortunately, I have received no response from BitGuruz, which is why I am now asking AskGamblers to assist in resolving this dispute.

Desired Resolution

I respectfully request:

A full refund of the €117 deposited after my self-exclusion.
Confirmation that my account is now permanently closed and that my self-exclusion has been properly enforced.

Kind regards.

Disputed Casino Bitguruz Casino

Reason RG tools related

Amount €117

Discussion

82 hours left for Bitguruz Casino to respond.

Cryptono

13 hours ago

Hello,

I confirm that I have received the refund.

Thank you, BitGuruz, for your prompt assistance. And thank you to AskGamblers as well.

Kind regards,

Bitguruz Casino

• Representative

1 day ago

Dear AskGamblers Team,

our Casino approved a full refund of the player's deposit. However, despite our attempts to resolve the matter, the player did not respond to our communications for an extended period of time, which prevented us from completing the refund process.

The Casino remains ready to process the approved refund as soon as the player re-establishes contact with us and provides the necessary information required to complete the transaction.

Dear Player Cryptono,
We kindly ask you to contact us and reply to our previous communications

As the Casino has approved an appropriate resolution, we kindly ask the AskGamblers Team to consider this matter resolved and close the complaint.

Kind regards,
Bitguruz Casino
Compliance Team

Cryptono

1 day ago

Hello
This claim is about to be resolved. I have been contacted by BitGuruz regarding a refund.

Bitguruz Casino Complaint Stats

Resolved 4 / 4

Avg. Amount $1,248

Avg. Complaint Duration 5 days

Avg. Response Time 2 days

Bitguruz Casino Complaints

See all complaints for this casino

Delay payment need assistance

Hello,

I requested a withrawal 10 May 2026, it was rejected and I received an email from the support to proceed to KYC verification (strange as I performed withrawal in the past) so I started a very long and inneficient process (probably to delay the withrawal)

10.05 7.40am : 1st KYC request : ID
10.05 7.45am : doc sent
11.05 2.00pm : 2nd KYC request : selfie with ID
11.05 5.50pm : doc sent
12.05 10.50am : 3nd KYC request : proof income
12.05 11.13am : doc sent
14.05 8.38am : 4th KYC request : proof adress (that was in the document of proof of income, and I notified the KYC when I provided it)
14.05 9.40am : doc sent

Finally, the 15 I get confirmation and request a withrawal of 3000usd.

We are the 18 and I am still waiting my money. The support is not able tonexplain the delay.

I am asking AskGambler support as they are in breach of their T&C
Article 8.1.1

8.1.1. Withdrawal Processing Time for Crypto Wallets
Withdrawal requests to crypto wallets are usually processed instantly, but no later than 24 hours from the moment of submission. This timeframe refers to the internal review and approval process prior to the funds being sent to the player.

Thank you in advance for your support.

Resolved

$3,000

Withdrawal Blocked Due to Provider Verification and Ongoing for over 2 weeks

I am experiencing an issue with withdrawing my funds from BitGuruz Casino.

When attempting to withdraw, I receive a message stating that some of my bets are under “provider verification”, which prevents me from submitting a withdrawal request.

On 28 February, the casino informed me via email that this verification process would take up to 48 hours. However, it has now been approximately 14 days and the issue is still ongoing.

I have contacted the casino multiple times. First on Live Chat and was told it would be finished in 48 hours. Then on 3 March, I sent a follow-up email but did not receive a reply. After contacting them again, I received a response stating that my request had been forwarded to the relevant department, but no timeframe or further details were provided.

As of now, I am still unable to withdraw my funds and have not received any clear update regarding the status or expected completion of the verification.

I have not been asked to provide any additional information and haven't been told how much longer this would take and the originally stated timeframe of 48 hours has already passed significantly without any clear update.

I kindly request that the casino completes the verification process and enables my withdrawal without further delay.

Resolved

$1,632

Unjustified duplicate account claim

I am filing this complaint against Bitguruz Casino for withholding my balance of $240.19 USD based on an unproven allegation of a duplicate account.

I registered my account on January 17th, 2026, and made a deposit on the same day. After playing and winning, I attempted to withdraw my funds. My withdrawal was subsequently denied, and my account was flagged as a "duplicate."

I have never held another account with Bitguruz. I have checked all my known email addresses and found no previous registration.

When I contacted Live Chat, I was told the matter was being investigated and I would receive an email. I received no such follow-up. Furthermore, support agents asked me to "guess" what my other email might be, rather than providing the details of the alleged conflict.

I deposited my own funds and played according to the Terms and Conditions. The casino has accepted my deposit without issue but is now using a "duplicate account" claim to avoid paying out my winnings.

Timeline

Jan 17: Account created and deposit made.

Post-Jan 17: Withdrawal requested and subsequently denied due to "duplicate account" flag.

Multiple Dates: Followed up via Live Chat with no resolution.

Feb 8: Sent a formal email to support requesting the date of the alleged duplicate and the technical basis for the claim (IP, Device ID, etc.).

Present: No satisfactory response or evidence provided by the casino.

Desired Outcome

I am requesting that Bitguruz either:

Provide concrete evidence of the duplicate account to the AskGamblers team.

Restore my account and process my withdrawal of $240.19 USD.

Resolved

$240

Delayed withdrawal of 101 EUR from December 26th

Hello,

I have been playing at Bitguruz Casino for a few months now. Until recently, all my withdrawal requests were approved and paid as expected. Their terms state that payments can take up to 3 business days, and support mentioned it could take longer during holiday periods.

I was patient regarding the holidays, and in fact, several of my more recent withdrawal requests (from January 4th, 9th, and 12th) have already been processed and paid within the standard timeframe.

However, one specific withdrawal requested on December 26th, 2025, for an amount of €101.70, is still pending. It has now been 12 business days. Despite contacting support several times via chat and email, I am repeatedly told that the matter is "under investigation" and that I need to wait.

I simply want this specific withdrawal to be processed, just like my subsequent ones.

I would like to thank both the AskGamblers and Bitguruz teams in advance for their help in resolving this issue quickly.

Best regards,

Resolved

€102