Bitguruz Casino — player complaints: 5 in English

Reason: Self-exclusion 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: USATimeline 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 spinsDespite 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,<full name removed>

Reason: Other 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€990.02Total: €2,992.07Revolut 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 resolutionI 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.

The player from Bulgaria faces issues with BitGuruz, which accepted his deposits despite lacking a Bulgarian gambling license. After disclosing his gambling addiction, both of his accounts were closed immediately without proper self-exclusion procedures or support, and his total net deposits of €1,800 remain withheld. He requests a refund of €1,675 and confirmation of account closures.The player from Bulgaria faces issues with BitGuruz, which accepted his deposits despite lacking a Bulgarian gambling license. After disclosing his gambling addiction, both of his accounts were closed immediately without proper self-exclusion procedures or support, and his total net deposits of €1,800 remain withheld. He requests a refund of €1,675 and confirmation of account closures. Written by KarlaCasino Analyst & Complaint Specialist Submitted: 10 Sep 2026 Automatic translation:

The player from Berlin has submitted a withdrawal request less than two weeks prior to contacting us. Winnings haven’t been obtained up to this day.The player from Berlin has submitted a withdrawal request less than two weeks prior to contacting us. Winnings haven’t been obtained up to this day. Written by JeanCasino Analyst & Complaint Specialist Submitted: 10 Aug 2026 Automatic translation:

The player from Belgium reported that his account had been closed due to inappropriate language, which he regretted, but he believed the casino had engaged in questionable practices. He was seeking to recover his balance of 2250€. After reviewing the evidence, we rejected his complaint as unjustified because the casino showed that the cashback bonus had not been fully wagered when the account was closed and that repeated abusive communication had justified the termination. As the closure was considered justified, the bonus funds and any balance derived from them were forfeited. We also did not accept his claim for the earlier €8,000 losses, since the prior closure request had not been a valid self-exclusion request.