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

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:

1. Provide my account transaction history for 21 September 2026 covering the relevant Litecoin transactions.
2. Provide the amounts, timestamps and relevant transaction identifiers, where available.
3. Provide an official statement or written confirmation linking those transactions to my BitGuruz account, suitable for submission to my bank.
4. Inform me of any identity verification required before this information can be released.
5. 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.

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.

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.

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,