Complaint #21 Bitguruz Casino

BitGuruz Casino - Has not provided my transaction records despite three emails and a support request

By Luca T.

1 week ago

I am submitting this complaint regarding BitGuruz Casino's failure to provide information and documentation relating to my own account and transactions despite repeated attempts to obtain assistance.

On 22 September 2026, I requested the permanent closure of my BitGuruz gambling account and explicitly informed the casino that my request was related to gambling addiction.

BitGuruz subsequently confirmed in writing:

“We would like to inform you that your account has been permanently closed and cannot be reopened.”

I am not disputing the closure of my account and I am not requesting that the account be reopened.

The issue arose afterwards.

My bank, Revolut, initiated a security review concerning Litecoin transactions made on 21 September 2026 and asked me to provide information and supporting documentation regarding those transactions.

The transactions identified in the Revolut review are:

€500.46
€500.42
€500.46
€500.71
€990.02

Total: €2,992.07

Revolut asked me to explain the nature of the transactions and to provide supporting documentation, such as an account statement, receipt or official statement from the platform.

Because BitGuruz had permanently closed my account, I no longer had access to my personal account area and therefore could not retrieve the relevant transaction history myself.

I consequently contacted BitGuruz and requested an official statement or transaction history concerning the Litecoin transactions made on 21 September 2026.

I specifically requested:

the history of the relevant Litecoin transactions and withdrawals;
the corresponding amounts and timestamps;
sufficient identification of my BitGuruz account to demonstrate that the transactions belonged to me;
any available transaction identifiers that could assist with my bank's security review.

I also clearly explained to BitGuruz that the information was required by my bank and that, because my account had already been permanently closed, I was unable to obtain the records independently.

I have sent three separate emails to BitGuruz concerning this request and have also contacted the casino through its support/chat service.

As of the date of this complaint, I have not received the requested transaction records or a substantive response explaining how I can obtain them.

This is the reason for my complaint.

I am not asking BitGuruz for a bonus, compensation, account reopening or preferential treatment.

I am asking the operator to provide documentation concerning my own account activity and my own transactions.

If BitGuruz requires additional identity verification before releasing the records, I am willing to complete reasonable verification requirements.

If another department is responsible for historical transaction requests relating to closed accounts, I ask BitGuruz to identify that department and provide the appropriate procedure.

If preparation of the documentation requires additional processing time, I ask BitGuruz to acknowledge my request and provide a reasonable timeframe.

What concerns me is that, despite three emails and a support contact, I have so far received neither the requested documentation nor clear instructions on how a former customer is supposed to obtain historical transaction information after permanent account closure.

The casino processed these transactions while my account was active. Following permanent closure of the account, I no longer have access to the platform records myself. I therefore depend on BitGuruz to provide the relevant historical information.

I believe it is reasonable for a former customer to expect a clear procedure for obtaining records relating to his own financial activity, particularly where those records are required for a bank security review.

I am providing AskGamblers with evidence supporting this complaint, including:

my permanent account closure request;
BitGuruz's written confirmation that the account was permanently closed and could not be reopened;
copies of my requests for the transaction documentation;
evidence of my attempt to obtain assistance through support/chat;
screenshots of Revolut's security review;
the amounts of the transactions being reviewed.

Requested resolution

I respectfully request that BitGuruz:

Provide my account transaction history for 21 September 2026 covering the relevant Litecoin transactions.
Provide the amounts, timestamps and relevant transaction identifiers, where available.
Provide an official statement or written confirmation linking those transactions to my BitGuruz account, suitable for submission to my bank.
Inform me of any identity verification required before this information can be released.
Explain the correct procedure for obtaining historical account and transaction records after an account has been permanently closed.

I am ready to provide any reasonable information necessary to verify my identity and allow BitGuruz to locate the relevant records.

I ask AskGamblers to help me in obtaining a substantive response and the requested documentation.

Disputed Casino Bitguruz Casino

Reason Other

Discussion

58 hours left for Bitguruz Casino to respond.

AskGamblers

• Support Team

1 day ago

Dear all,

Kindly note that the AskGamblers Complaint Team requested additional evidence and details from the Bitguruz Casino team due to the fact that we considered the information and proof they presented not justified enough to confirm the accusations against the player.

Should the operator fail to provide such an update within the specified timeframes, the case shall be considered unresolved and will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Bitguruz Casino

• Representative

1 day ago

Dear AskGamblers Team,

Regarding the player's request for a list of their LTC transactions, we would like to clarify that Litecoin transactions are publicly recorded on the blockchain and can be independently verified using the relevant wallet address and transaction hashes.

We have already provided the relevant LTC wallet address directly to the AskGamblers Team and to player. The transaction history associated with this address, including transaction amounts, timestamps, and transaction hashes, is publicly accessible on the Litecoin blockchain!

Please Note ! Blockchain records do not allow us to independently establish or verify ownership of external wallets from which funds were transferred.
Cryptocurrency wallet addresses do not inherently contain personal identification information, and we cannot reliably associate a particular external LTC wallet with the player's verified identity or identification documents.

For this reason, we are unable to issue an official certification confirming that a specific external wallet, or the transactions originating from it, belongs to this particular player. Consequently, we cannot present these blockchain transactions as an independently verified personal transaction history belonging to the player.

We would like to emphasize once again that all transactions associated with the provided LTC address, including their amounts, timestamps, and transaction hashes, are publicly available and can be independently verified directly on the Litecoin blockchain.

All information available to us regarding this request has already been provided. We therefore consider that we have fulfilled our obligations in responding to this request and respectfully ask the AskGamblers Team to consider this matter closed.

Thank you for your cooperation and time.

Kind regards,
Bitguruz Casino
Compliance Team

lucatacc71

• Malta

1 day ago

Dear BitGuruz Complaints Department,

Thank you for your response. I must admit, it is even more embarrassing than the complaint itself.

After three emails, a support request, and repeated explanations of something remarkably simple, your official response is:

"We are not familiar with Revolut's standards, nor are we required to comply with them."

Seriously? Is this really the best answer your Complaints Department can provide publicly?

Let me clarify something that should never have needed clarification in the first place.

Nobody is asking BitGuruz to comply with Revolut's internal standards. I am asking BitGuruz to provide an official document certifying the deposits received and credited to MY casino account.

This is elementary transaction documentation, not some extraordinary technical challenge.

Instead, you provided an editable Excel spreadsheet containing blockchain transaction data, without my name, without my player account identification, without any formal certification, and without confirmation that those funds were actually credited to my casino account.

And when asked for a proper document, your response is essentially: "We don't know Revolut's standards."

That is not an answer. That is an astonishing way to avoid answering an extremely basic question.

To put this into perspective, my 90-year-old grandmother knows how to download an official account statement directly from her postal banking app. Yet here we have an online casino handling real-money cryptocurrency deposits that, after multiple requests, still cannot produce a basic, verifiable statement of the transactions credited to one of its own customers.

The comparison would almost be funny if it weren't so concerning.

And this is precisely why I believe this complaint deserves to remain publicly visible.

If I had come across a complaint this straightforward before registering at BitGuruz, I would have stayed as far away as possible.

Not because of a complicated financial dispute. Not because of an unusual technical problem.

Simply because a company that struggles this much to document its own customers' deposits raises serious questions about its administrative reliability, professionalism, and accountability.

Imagine being a prospective customer reading this exchange. Would you feel comfortable entrusting your money to a company whose Complaints Department cannot resolve such a basic documentation request?

What should customers expect when a genuinely complex financial issue arises?

Your reputation is not being damaged by my request. It is being damaged by the extraordinary responses you continue to provide to it.

An official statement identifying the account holder, the relevant deposits, and their successful crediting to the player's account should not require endless correspondence, repeated explanations, and a public complaint.

I am not asking for a favour. I am asking you to officially document transactions processed by your own business.

So, one final, very simple question:

Is BitGuruz actually capable of issuing an official, verifiable statement confirming the deposits credited to a customer's casino account — YES or NO?

If the answer is yes, please provide it.

If the answer is no, please say so clearly and publicly, so that every prospective customer can make an informed decision before depositing their money.

Until the requested documentation is actually provided, this complaint remains OPEN and UNRESOLVED.

Kind regards,

Luca

Bitguruz Casino

• Representative

1 day ago

Dear AskGamblers Team,

We sent you all the relevant details regarding this case via email several days ago.

We kindly ask you to review the information and supporting materials provided.
Thank you very much for your time and assistance.

Kind regards,
Bitguruz Casino
Compliance Team

Bitguruz Casino Complaint Stats

Resolved 6 / 6

Avg. Amount $854

Avg. Complaint Duration 4 days

Avg. Response Time 3 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