Complaint #26 Bitguruz Casino

BitGuruz Casino - Failed Self Exclusion request

By c.sidener1

4 days ago

Dear AskGamblers Team,

I am writing to file a formal complaint against the operator Bitguruz regarding their failure to act on my repeated self-exclusion requests due to gambling addiction, resulting in significant financial losses. I have attached all documentation of correspondence and Deposit records.

Account details:

* Account: User508324709

* Registered Email: < email removed >

* Name: < full name removed >

* Country: USA

Timeline of events:

* 13 October 2026, 09:32 – I first contacted Bitguruz support requesting that my account be permanently closed due to gambling addiction, along with the request to be self-excluded in order to prevent the urge to continue playing.

* 13 October 2026, 09:39 – Bitguruz support responded stating that a 24-hour cool-down period is required before closing the account. After 24 hours, if I still wished to close the account and self-exclude, they requested that I email the phrase “Confirm account closure” to support@guruzgroup.com. They said once they receive my confirmation, they will proceed with the formal account closure.

* 14 October 2026, 16:24 – I followed up, submitting the requested confirmation to the email Bitguruz provided. The phrase “Confirm account Closure”

* 14 October 2026, 17:08 – My personal VIP manager Jane reached out, stating she was sorry to hear that I was considering closing my account. She confirmed that upon closing the account, all active bonuses will be cancelled.

* 16 October 2026, 03:43 – I continued to receive marketing emails, offering free spins

* 18 October 2026, 04:42 – I continued to receive marketing emails, offering free spins

* 19 October 2026, 15:38 – I continued to receive marketing emails, offering VIP deposit bonuses

* 23 October 2026, 07:12 – I continued to receive marketing emails, offering free spins

* 26 October 2026, 07:58 – I continued to receive marketing emails; Personal VIP manager Jane sent a custom VIP deposit bonus offer

* 30 October 2026, 05:55 – I continued to receive marketing emails, offering free spins

Despite my very clear written requests, all following Bitguruz's specified processes. Bitguruz failed to close my account and continued to send me marketing emails with bonus offers almost daily. As a direct result, I continued gambling and depositing funds on the platform on 27 October 2026 & 28 October 2026, incurring a net loss of approximately $5,000 during this period.

My demands:

* Immediate and permanent closure of my Bitguruz account (User508324709).

* Full refund of all losses incurred after 14 October 2026, the date on which I first disclosed my gambling addiction and requested account closure/Self-Exclusion — 1.97679535 Ethereum (approximately $5,000)

* An explanation from Bitguruz as to why my repeated, documented requests were not processed, as stated in their email on 13 October 2026, or at any point over more than two weeks.

Under responsible gambling regulations and Bitguruz's own stated self-exclusion policy, operators are obligated to act promptly on disclosed gambling addiction and self-exclusion requests. This did not happen in my case, and the operator's inaction directly enabled continued harm.

I have attached screenshots of all correspondence, including timestamps, my confirmation of account closure statement per their instructions, and my transaction history showing deposits during the relevant period.

I appeal to Bitguruz's duty of care and responsibility as a licensed operator to resolve this matter promptly and fairly.

Sincerely,

Disputed Casino Bitguruz Casino

Reason Self-exclusion

Discussion

AskGamblers

• Support Team

2 days ago

Following a careful review and consideration of all the information, details, and evidence presented by both parties throughout the complaint process, the AskGamblers Complaints Team has reached the conclusion that Bitguruz Casino management acted in accordance with their Responsible Gambling Policy.

Based on the evidence submitted, the player demonstrated an established pattern of requesting account closures primarily due to dissatisfaction with VIP status, bonuses, or promotional offers, only to repeatedly request the cancellation of those closures shortly thereafter. In this specific instance, following that same pattern, the casino sought confirmation from the player to verify their intentions; problem gambling was never cited, and the player did not respond to the operator's inquiry.

While we maintain that Responsible Gambling policies must be strictly enforced, there is also an inherent responsibility on the part of the player not to misuse account closure requests or send conflicting instructions.

Based on these circumstances, the AskGamblers Complaints Team considers this case resolved, and it is now officially closed. While we understand this may not be the outcome expected by the complainant, we would like to remind you that in case of disagreement with our decision, further assistance may be sought directly from the relevant regulatory body or the casino's designated Alternative Dispute Resolution (ADR) entity.

Bitguruz Casino

• Representative

2 days ago

Dear AskGamblers Team,

All relevant explanations and supporting materials have been sent to your team by email - support@askgamblers.com.

Thank you.

Kind regards,
Bitguruz Casino
Compliance Team

AskGamblers

• Support Team

3 days ago

Dear Bitguruz Casino,

The AskGamblers Complaint Team is kindly asking you to provide a detailed explanation of the issue along with all the relevant facts and evidence that could support your statements Please send the required information to support@askgamblers.com directly.

Please note that according to the AGCCS Terms, we consider all the information presented during the course of our complaint process confidential and as such it will not be shared with third parties.

Please be in aware that in case you fail to respond and/or provide requested information within the given timeframe, the complaint will be closed as unresolved. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

c.sidener1

3 days ago

Dear AskGamblers Team,
Thank you for allowing me the opportunity to respond.
Bitguruz's response actually confirms several of the most important facts underlying my complaint: I requested account closure on October 13, they instructed me to confirm the request after a 24-hour cooling-off period, and according to their own response, I never explicitly withdrew my closure request.
What their response does not adequately explain is why my closure request was disregarded after I followed the instructions their Support Team provided.
There is also an important issue with Bitguruz's reliance on my October 14 deposit that I would like to clarify.
The deposit Bitguruz refers to was made at 11:57 AM on October 14. I subsequently sent my "Confirm account closure" email at 4:24 PM that same day.
Therefore, the sequence of events is important:
11:57 AM: I made the deposit Bitguruz now claims demonstrated my intention to continue gambling.
4:24 PM: Later that day, I followed Bitguruz's instructions and sent the email confirming that I wanted my account closed.
The later action is the clearest indication of my intentions. Even if Bitguruz interpreted my 11:57 AM deposit as an indication that I wanted to continue playing at that moment, I subsequently provided an explicit confirmation at 4:24 PM that I wanted the account closed.
I therefore do not understand how an activity that occurred before my confirmation could override or invalidate the closure confirmation I sent afterward.
This raises a straightforward question: After receiving my 4:24 PM confirmation, what basis did Bitguruz have for not processing the account closure?
If their position is that the earlier deposit automatically canceled the closure process, I respectfully ask them to provide the rule or procedure that was in effect at the time showing that a deposit made before the required confirmation invalidated a closure request, even when the player subsequently followed their instructions and confirmed that they still wanted the account closed.
This is particularly significant because Bitguruz acknowledges in its own response that there was no explicit withdrawal of my original closure request.
I would also like to address Bitguruz's statement that I never explicitly disclosed a "gambling addiction."
It is true that I did not use those specific words. However, in my request for closure, I clearly explained why I needed their assistance. I stated:
"I need to do this in order to stop myself from continuing to play. And if they could help me out by closing the account it would be appreciated."
I believe the substance of that statement is important. I was expressly telling their Support Team that I was trying to stop myself from continuing to gamble and needed their help closing the account in order to accomplish that. Whether or not I used the specific phrase "gambling addiction," my message clearly communicated that I was struggling to stop playing on my own and was asking the casino to assist me by removing my access.
For that reason, I do not believe Bitguruz's response should turn simply on whether I used a particular term. I respectfully ask AskGamblers to consider what I actually communicated to Bitguruz and the context in which I requested closure.
Most importantly, after the required waiting period, I followed Bitguruz's instructions and confirmed that I wanted the account closed.
I welcome Bitguruz's offer to provide AskGamblers with the complete correspondence and transaction records. I specifically ask AskGamblers to verify:
My October 13 request for account closure and the reason I gave for requesting it.
Bitguruz's instructions requiring me to wait 24 hours and confirm the closure.
The 11:57 AM October 14 deposit Bitguruz is relying upon.
My subsequent 4:24 PM October 14 "Confirm account closure" email.
Whether Bitguruz can produce any communication from me after that confirmation explicitly withdrawing or canceling my closure request.
The specific rule or procedure Bitguruz relied upon to leave my account accessible despite receiving that confirmation.
After my confirmed closure request was not carried out, my account remained accessible, I was able to continue gambling, and I subsequently lost an additional $5,000, which is the amount I am seeking to recover.
I respectfully request that AskGamblers review the actual chronology and correspondence rather than accepting Bitguruz's characterization of the earlier deposit as evidence that I intended to abandon my closure request.
The deposit they rely upon occurred before my final confirmation. My subsequent action was to explicitly confirm that I wanted the account closed.
That distinction is central to my complaint.
Thank you for your consideration.

Bitguruz Casino Complaint Stats

Resolved 7 / 7

Avg. Amount $732

Avg. Complaint Duration 4 days

Avg. Response Time 2 days

Bitguruz Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 4 out of 4 complaints in this category have been resolved.

This operator's average complaint duration is 4 days, while the average duration across all operators is 8 days.

Bitguruz Casino Complaints

See all complaints for this casino

Unreasonable KYC Delays and Withheld Withdrawal

I am filing this complaint because the casino has been delaying my account verification and withholding my withdrawal despite my full cooperation throughout the entire KYC process.

I have provided every document requested by the casino, including proof of identity, bank statements, proof of address, employment contract and additional documents regarding the source of funds. Every time I submit the requested documents, I am informed that they have been reviewed successfully, only to receive another request for different documents afterwards.

I have withdrawn 2 times before that, 500€ euro per transaction using my Skrill account. Then they cancelled my withdrawals, explaining that I need to provide more info to the KYC department and that is where the delayed process started.

The timeframe they gave was 5 days for the full process (typically they said) after that they said up to 5 days (5 working days) for one document, I waited and yet no one responded after I sent the last document and they are delaying the process for no reason, without giving any explanation.

After that I contacted the so called “ Vip manager” , the chat support said that only she could assist me in similar case, but I didn’t get the proper help from her as well.

I have fully cooperated with the verification process and responded promptly to every request. However, the casino continues to prolong the process without providing any clear explanation or timeframe for completion.

I have not used any bonus funds. All deposits were made using my own money and my gameplay was conducted in accordance with the casino's Terms and Conditions. The casino accepted my deposits and allowed me to play without any issues. The problems began only when I requested a withdrawal.

I believe the repeated requests for documents and the unreasonable delays constitute an unfair practice designed to postpone or prevent legitimate withdrawals.

I respectfully request that the casino complete the verification process immediately and process my withdrawal without any further unnecessary delays unless there is a specific and justified reason communicated to me in writing.

I am willing to provide AskGamblers with copies of all correspondence and the documents previously submitted to the casino if necessary.

I am sending screenshots of the mails I sent and received.

Thank you for your assistance I hope you can help me resolve my case and access the withdrawal option to my funds.

Resolved

Allowed deposits after accepted Self Exclusion

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.

Resolved

€117

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