BitGuruz Casino - Failed Self Exclusion request
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>
