Complaint #3 Bitguruz Casino

Unjustified duplicate account claim

By Jakkson

5 months ago

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.

Disputed Casino Bitguruz Casino

Reason Registration issues

Amount $240.19

Discussion

AskGamblers

• Support Team

4 months ago

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

Jakkson

• 4 reviews

5 months ago

I can now confirm that the funds have arrived in my account; therefore, I consider this matter resolved, though I stand by my statement regarding the casino's baseless accusations and poor communication.

Jakkson

• 4 reviews

5 months ago

Dear AskGamblers Complaint Team and Bitguruz Casino,

I am writing to provide an update. Despite the casino's recent claim that the winnings have been processed and paid out, I have not yet received the disputed funds of $240.19 USD. I understand that transfers can take a little time, so I am willing to wait for the funds to arrive.

However, I must address the casino's audacious and insulting public statement that "Any form of cheating is strictly prohibited at BitGuruz" and that you "do not tolerate such behavior."

Let’s be very clear about what behavior is actually intolerable here. What is intolerable is ignoring a player’s messages for weeks. What is intolerable is your Live Chat team repeatedly telling a customer to just "guess" the email address you are accusing them of using. What is intolerable is making me wait until February 26th just to receive a basic email from your team, only for you to turn around and publicly label me a cheater while blatantly ignoring AskGamblers' direct request to provide actual evidence of your claims.

Do not frame paying out my legitimate winnings as a "one-time exception" or a "gesture of goodwill." You are processing this payment because your accusations are entirely baseless and you cannot prove otherwise.

To reiterate: I have absolutely no connection to, or knowledge of, the [email protected] email address. I cannot "confirm" an email that is not mine. If you truly have technical evidence, I challenge you to stop grandstanding in the comments and actually share it privately with the AskGamblers team as they instructed you to do.

I will keep this complaint open for now and will notify AskGamblers immediately so the case can be resolved only once the $240.19 USD actually lands in my account.

Thank you to the AskGamblers team for your continued assistance and patience.

AskGamblers

• Support Team

5 months ago

Dear @Jakkson,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and let us know if you have received the disputed payment. Please be notified that, in case you fail to respond within the given timeframe, we will consider your case resolved and it will be closed accordingly.

Please keep in mind that, as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Bitguruz Casino Complaint Stats

Resolved 6 / 6

Avg. Amount $854

Avg. Complaint Duration 4 days

Avg. Response Time 3 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

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