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.
