Name: Bitguruz Casino Review
Item: Bitguruz Casino
Rating: 8.6
Author: Dominika Lakotova

OverviewBonusesUser reviewsSafety Index explainedDiscussionPayment methods

Dominika L.

05/2026

Read our Bitguruz Casino review and find out if it's safe and legit. Explore its player feedback and complaints, T&Cs, games & bonuses.

Doesn't accept players from Ohio

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Pros and cons

Extensive collection of games from multiple providers
Live chat support is available 24/7
Just a few restricted countries
Nice website

Limited responsible gaming options

Games

Games
Live games

Slots

Roulette

Blackjack

Betting

Video poker

Bingo

Baccarat

Jackpot games

Live games

Poker

Craps and dice

Keno

Scratch cards

eSports betting

Crash games

Available: 12 Not Available: 3

Game providers

Show all (43)

Payment methods

Show all (20)

Transaction limits

Withdrawal limits

€2,000,000

per month

Win limits

Unknown

Language options

Website

Available in 15 languages

EnglishFrenchGermanItalianSpanish 10 more

Live chat

Available in 15 languages

EnglishFrenchGermanItalianSpanish 10 more

Customer support:

Available in 15 languages

EnglishFrenchGermanItalianSpanish 10 more

Licensing authorities

Comoros (AOFA)ALSI-202505027-FI2
Verified

Casino screenshots

Bitguruz Casino Review

After a detailed look at Bitguruz Casino, our casino review team has the full picture. We used our casino review process to look at what it does well and what it could do better. Putting the casino through its paces, our team reviewed its Terms and Conditions, licenses, player complaints, support, and limits. This gave them what they needed to work out if this casino is safe and fair, one to avoid, or falling between the two.

The casino's Safety Index, a score indicating the safety and fairness of online casinos, has been determined through our analysis of these findings. A higher Safety Index decreases the probability of experiencing issues when playing or making a withdrawal. Bitguruz Casino scored a High Safety Index of 8.6, which is why it could be considered a favorable option for most players in terms of fairness and safety. Read our Bitguruz Casino review to discover more about this casino and decide whether it is a suitable option for you.

Fairness and safety of Bitguruz Casino

We calculate a casino's Safety Index based on an elaborate formula that takes into consideration a wide range of information that we have collected and assessed in our review. These involve the casino's estimated revenues, complaints from the players, T&Cs, blacklists, and so on.

In our review of Bitguruz Casino, we meticulously evaluated and analyzed the Terms and Conditions of Bitguruz Casino. To our best understanding, there are no rules or clauses that could be viewed as unfair or exploitative. This is a favorable sign, considering that such rules could potentially be leveraged to deny the players their rightful winnings.

Based on our estimates or gathered data, Bitguruz Casino is a medium-sized online casino. This casino has a very low value of denied payouts in player complaints with respect to its size (or it hasn't had any complaints). We consider both the casino's size and the number of player complaints and how they correlate, seeing as bigger casinos tend to receive more complaints due to the larger number of players.

Based on our findings, no important casino blacklists feature Bitguruz Casino. If a casino is included on a blacklist such as our Casino Guru blacklist, this could hint that the casino has committed some kind of misconduct towards its customers. We urge players to keep this in mind when searching for an online casino to play at.

Taking into account all factors in our review, Bitguruz Casino has scored a Safety Index of 8.6, representing a High value. For most players seeking an online casino that prioritizes fairness in the online gambling experience they offer, this casino is a recommendable choice.

Terms and Conditions of Bitguruz Casino

When evaluating online casinos, we meticulously analyze each casino's Terms and Conditions with the aim to assess their fairness level. In T&Cs of many casinos, we come across certain clauses, which we perceive as unjust or overtly predatory. In some cases, these give the casino the possibility to justify withholding player winnings.

We did not find any unfair or predatory rules in the Terms and Conditions of Bitguruz Casino during our review.

Player complaints regarding Bitguruz Casino

Player complaints play an important part in our casino review methodology, as they give us a clear insight into issues experienced by players and casinos’ way of handling them. We take into account all complaints filed via our Complaint Resolution Center in addition to those we compile from other sources when examining each casino's safety and fairness.

We have found no relevant complaints about this casino.

User feedback and reviews of Bitguruz Casino

On Casino Guru, users can rate and review online casinos to voice their opinions, feedback, or experience. Based on these, we generate a total user feedback that varies between Terrible and Excellent.

The user satisfaction feedback of Bitguruz Casino shared by 10 users has resulted in a Good User feedback score. You can find the reviews in the User reviews part of this page.

Note: It's important to note that user reviews may not always provide an objective reflection of the casino's quality. Instances exist where casinos write fake reviews to boost their user feedback score, while some dissatisfied players leave multiple negative reviews to tarnish the casino's reputation. Our best efforts are put into filtering these out and calculating an objectively accurate user feedback score; nonetheless, we do not include user feedback in our Safety Index calculation.

Licenses and company information

Bitguruz Casino is owned by Guruz Group Ltd., and we have estimated its yearly revenues to be greater than $20,000,000. This makes it a medium-sized online casino according to our classifications.

Bitguruz Casino is licensed by Anjouan Gaming in Comoros.

Payment options, withdrawal limits and win limits

Bitguruz Casino supports 20 deposit methods. This includes: Skrill, Neteller, PaysafeCard, VISA, Mastercard, Bitcoin (BTC), Bank transfer, ApplePay, Dogecoin (DOGE), USD Coin (USDC), Binance Coin (BNB), Tether (USDT), Polygon (POL), Tron (TRX), Ethereum (ETH), Litecoin (LTC), N26, Rapid Transfer, Revolut, Google Pay.

Many online gambling sites place restrictions on the maximum winnings and withdrawal amounts for players. Oftentimes, the win and withdrawal limits are high enough as to not impact most players. That being said, there are casinos, which pose quite restrictive limitations on the win and withdrawal amounts. This is the reason why we consider these limitations in our casino reviews. You can find information about the casino's win and withdrawal limits in the table below.

Withdrawal limits	Win limits
EUR 2,000,000 per month	No win limit

Note: It is unlikely that all of the payment options mentioned before can be used for both deposits and withdrawals. Similarly, some payment options may only be used in selected countries.

Customer support and language options

In our casino reviews, we always collect data about available languages and customer support options. The options available at Bitguruz Casino can be seen in the table below.

Language	Website	Customer support	Live chat
English			24/7
Spanish			24/7
Portuguese			24/7
Japanese			24/7
German			24/7
Finnish			24/7
Italian			24/7
French			24/7
Romanian			24/7
Hungarian			24/7
Slovenian			24/7
Croatian			24/7
Latvian			24/7
Dutch			24/7
Lithuanian			24/7

To understand how helpful, professional, and prompt the customer support representatives are, we contact them directly as a part of our casino review methodology. We consider customer support important, as it can be extremely helpful in case you are experiencing issues with registration at Bitguruz Casino, your account, withdrawals, or anything else. Based on the test we have conducted, we have rated the customer support of Bitguruz Casino as average.

Bitguruz Casino slots and casino games

Players can enjoy these types of casino games at Bitguruz Casino: Slots, Roulette, Blackjack, Video poker, Bingo, Baccarat, Jackpot games, Live games, Craps and dice, Keno, Scratch cards, Other card games, Virtual sports, Other games, Crash games, Live shows, Live baccarat, Live bingo, Live blackjack, Live dice games, Other live games, Live poker, Live roulette.

Casino games supplied by 43 game providers are available. This includes Novomatic, Nolimit City, Playtech, Play'n GO, Evolution Gaming, Pragmatic Play, Quickspin, Yggdrasil Gaming, Thunderkick, Amatic, Push Gaming, BGaming, Endorphina, Wazdan, Habanero, Spinomenal, Tom Horn, Belatra Games, Relax Gaming, Bullshark Games, VoltEnt, AceRun, Pineapple Play, Platipus, SpinOn, Trusty Gaming, Backseat Gaming, AvatarUX, Fazi, 3 Oaks Gaming, CT Interactive, InOut, NowNow Gaming, 155.io, Mascot Gaming, Onlyplay, Hacksaw Gaming, Netgame, Amusnet, Ruby Play, PG Soft (Pocket Games Soft), Reel Play, Ka Gaming.

Bitguruz Casino bonuses and promo codes

Online casinos offer bonuses to new or existing players to give them an incentive to create an account and start playing. No deposit bonuses, free spins, and deposit bonuses are some of the most sough-after bonus types. No deposit bonuses can be obtained by registering an account at the casino, while deposit bonuses are given out upon making a deposit. Moreover, casino promotions can also include bonus codes, welcome sign-up bonuses, or loyalty programs.

As of right now, our database holds 3 bonuses from Bitguruz Casino, including:

100% up to $1,000 and 100 extra spins
100% up to $1,000 and 100 extra spins
100% up to $1,000 and 100 extra spins

Please keep in mind that these bonuses might not be available to players from certain regions. See the 'Bonuses' section of this review for more details and to find out which offers are available to you.

Company info

Owner Guruz Group Ltd.
Operator Guruz Group Ltd.
Established 2025
Estimated annual revenues > $20,000,000

Casino Bonuses

Bitguruz Casino bonuses

Browse all bonuses offered by Bitguruz Casino, including their no deposit bonus offers and first deposit welcome bonuses.

Casino Guru

We want players to understand gambling.

User reviews

User reviews of Bitguruz Casino

This is a place to share experience with Bitguruz Casino. Read what other players wrote about it or write your own review and let everyone know about its positive and negative qualities based on your personal experience.

User feedback:

Good

Rated by 10 users

Very positivePositiveNeutralNegativeVery negative

Do you have any experience with this casino?

Write a review

Casino Guru

We want players to understand gambling.

Mikeplay

Bronze

Taiwan

• 6 days ago

I love playing so much, easy to navigate and style is amazing.

Bitguruz stands out as a solid crypto casino with fiat payment as well, great game selection, fast transactions, and strong player engagement features — a great choice for players looking for a modern, flexible gaming platform.

mprovod

Gold

Czech Republic

• 2 weeks ago

I have a mixed experience with this casino, generally very positive, but there are also some issues.

As a player from the Czech Republic, it is not easy to find good casinos. Many have a limited selection of games, slow websites, or very long withdrawal times. When I found Bitguruz, my experience was very different.

The platform works smoothly, the games I like are available and run well, and I was able to place higher bets without issues. I also had several good wins. What impressed me the most was the withdrawal speed — in my case, crypto withdrawals were processed very quickly, often within minutes. This is something I have not seen at casinos.

The casino interface is also well designed and there are regular bonuses and promotions. They also offer high-percentage bonuses, which is not very common. The only thing I would welcome is sports betting (especially Czech football) and more providers like Playtech.

So overall, the casino experience has been excellent, but I have now encountered a serious issue.

Around a month ago, I received a message that some of my bets are under provider verification. Since then, I have been unable to withdraw my funds, as the withdrawal option is blocked with this message. I can place more bets, but can't withdraw.

It does not specify which provider is reviewing the bets. I was also asked for additional documents, including proof of income, which I have provided.

At this point, the delay is quite long and there is no clear timeframe for resolution.

I still believe this casino can be very good based on my earlier experience, but this situation is concerning and I hope it will be resolved soon.

If other players have experienced a similar "provider verification" process, it would be helpful to know how long it took.

Update: Issue now resolved. After resolution, I can confirm everything works correctly and I would recommend this casino based on my overall experience.

Withdrawals in minutes (via crypto)
smooth website
Good game selection
High betting limits
Attractive bonuses

There was a longer verification process for some of my bets, which temporarily blocked withdrawals. However, this has now been fully resolved and withdrawals are working normally again. Based on communication, this was likely related to provider checks rather than the casino itself.

hschlue88

Gold

Germany

• 1 month ago

I pointed out the problem to the casino that I had registered with the responsible gambling authority, Anjouan, to be banned due to gambling addiction, and yet I was still able to play.

The casino is not responding to emails.

Nothing
Nichts

Casino disregards player protection
Casino missachtet Spielerschutz
I'm banned by the relevant gambling authority due to gambling addiction, the casino isn't responding.
Bin bei der zuständigen Glücksspielbehörde wegen Spielsucht gesperrt, Casino reagiert nicht
You gain nothing
Man gewinnt nichts

Magickdemi

Silver

Norway

• 1 month ago

The casino is good but the rtp and the wins are not there this could be so much more interesting but u never win so its not fun to play here cashback also decent bonuses are very greedy 1x-5x max cashout at a wagger of 60x thats just insanly greedy

Fast withdrawal

Low rtp
Barely any wins
And barely hit any freespins
Pure loss

Bitguruz Casino

Dear Player,

Thank you for your feedback. 👍🏼🍀

1. We would like to point out that your review contains statements that are misleading and do not reflect how the system operates. RTP depends on the game - which is shown in game, to check RTP open game info - scroll down and you will see actual RTP provided by game provider.

2. Regarding bonuses, all terms — including wagering requirements and maximum cashout limits — are clearly stated in advance and remain fully at the Casino’s discretion. We encourage all players to review these conditions before claiming any offers. Please also note that all bonuses are granted at the Casino’s discretion and are evaluated based on each client’s activity, as well as their loyalty and respectful communication with our staff.

We also note that you were previously provided with additional funds as a gesture of goodwill and loyalty from the Casino, approved by the Head of the Department — with only a x3 wagering requirement and no withdrawal limits. Despite this, you continue to use offensive language toward Casino staff and post negative reviews across platforms.

We kindly ask you to keep your feedback fair and factual, and to avoid making unfounded claims that may mislead others.

Best regards,
Casino Team

Deadshot82

Bronze

Netherlands

• 1 month ago

I like this casino it has all my favourite games the bonuses are also great and customer support is friendly and very helpful

Great list of games
Nice bonuses

Nothing yet but will update

Whristler

Bronze

Sweden

• 1 month ago

I quite enjoyed the bitguruz experience.
Sins its vpn friendly you can play whatever slots you like!

Nice design with easy navigation

Bitguruz Casino

Dear Player,

Thank you for your positive feedback! ❤️

We’re glad to hear that you enjoyed your experience with BitGuruz and appreciated our platform’s design and easy navigation. It’s great to know that the variety of available slots and overall usability met your expectations.

If you ever have any suggestions on how we can make your experience even better, feel free to share — we’re always looking to improve.

Count on this at BitGuruz:
⚡ Lightning-fast crypto payouts
🎮 Top games with the highest RTP from trusted providers
🎁 Welcome Pack: 300% Bonus + 300 Free Spins on a $30+ first deposit
🌍 VPN-friendly, secure transactions, and 24/7 live chat with real people
👑 Friendly 24/7 human support — quick, clear, and down-to-earth
📱 Smooth mobile experience + regular drops

Best regards,
Casino Team

ajas1318

Silver

Australia

• 3 months ago

My account wasn’t closed by request and no responsible gaming rules followed.

Withdrawals may be done

Poor and slow communication

Bitguruz Casino

Dear Player,

Unfortunately, we were unable to locate your account in our system using the email address you provided to Casino Guru.

Please contact us at support@guruzgroup.com, and we will review your case in more detail.

Best regards,
Casino Team

Hatun05

Bronze

Denmark

• 4 months ago

Hello CasinoGuru Team,

I would like to file a formal complaint against Bitguruz Casino regarding their withdrawal handling, which I consider misleading and unprofessional.

After winning, I submitted a withdrawal request. From that point, the process became unclear and problematic. The casino later justified the delay by referring to weekends and public holidays, but this information was not clearly communicated at the time of the withdrawal request, nor were any realistic processing timelines provided.

Bitguruz advertises cryptocurrency withdrawals as "instant." In reality, the approval process itself took far longer than expected, with no transparency or concrete answers. A personal manager was assigned, but this did not resolve the issue — the same generic explanations were repeated.

Most concerning is that the casino continues to respond with identical template messages, without addressing the actual criticism. When a casino:
• promotes fast withdrawals
• fails to communicate real processing times
• and creates obstacles only after a player wins

it raises serious concerns about transparency and fairness. Based on my experience, this strongly resembles misleading and potentially scam-like behavior.

This complaint is submitted to document my experience and to warn other players. I am willing to provide all relevant screenshots and communication history upon request.

Kind regards,
Hatun05

Gode spil

Scam

Bitguruz Casino

Dear Nuh Ali Corap,

Thank you for your feedback, and congratulations once again on your win.

We’re genuinely sorry to hear that you were dissatisfied with your experience, and we would like to clarify the situation transparently.

Please note that your withdrawal request was submitted during a weekend and followed by official public holidays. Unfortunately, due to non-working banking days, the processing time for card withdrawals was slightly longer than usual. This information was communicated to you from the very beginning and is also publicly and transparently stated on the Casino’s website, including a full list of weekends and public holidays throughout the year. You were repeatedly informed of this, screenshots were provided, and direct links were shared for your reference.

It’s also important to highlight that cryptocurrency withdrawals are processed instantly, which was clearly explained to you as an available alternative.

At no point were you left without information or support. In addition, a personal manager was assigned to you, who stayed in contact with you throughout the entire holiday period and personally monitored your withdrawal. You were kept informed of all timelines - timelines you were already aware of - and your manager also arranged prioritization of your withdrawal immediately after the holidays ended.

As a gesture of goodwill and understanding of the holiday situation, loyalty bonuses were credited to your account. Initially, you accepted this with understanding and used the bonus. However, before the process and holidays had concluded, you chose to change your decision.

We would also like to remind you that communication within the casino must remain respectful toward both players and our staff. Unfortunately, during the holiday period, our Live Chat support team encountered disrespectful language and offensive behavior, which is unacceptable.

We always strive to treat our players fairly, transparently, and with respect, and we expect the same in return.

Kind regards,
BitGuruz Support
bitguruz.com | support@guruzgroup.com

hugbearli

Platinum

Liechtenstein

• 5 months ago

I just had to chuckle at the review in front of me saying that everything works so well ;o) The company behind it operates about 30 casinos, but I have rarely experienced such incompetent support.

Registered yesterday, received an email today with a 200% bonus code, minimum deposit 59 USD.
I checked the bonus terms and conditions for the maximum possible winnings:

"The above cash-out details and other information only relate to the basic welcome bonus. The precise bonus details, like how much extra you get, how much you need to deposit, how many times you need to deposit, the rules for playing through the bonus, and the maximum you can withdraw, are all set in the special referral link, or the promo code you use."

Unfortunately, there was no information about that in the email, okay, that can happen.
The fact that it then takes 10 minutes in the chat to clarify things, and that I am first told what the turnover requirements are, and then, when I ask about the maximum cashout, the minimum deposit is mentioned, is either AI or incompetence.
I then left the chat; it's a shame that they let potential customers out on something like this when such simple things can't be checked.

Each bonus has different limits, sometimes "x1", sometimes "x5", without specifying the deposit amount or bonus amount.

To add insult to injury, when I entered the bonus code, I initially received a message that it was invalid, but when I tried it again immediately, I got a message that it had been successfully activated. Then it appears in the bonus overview, and I can enter the code another 100 times; each time it says it has now been activated.

That's a shame! I could understand it with a new competitor, but here the provider is cutting corners in the wrong place.

Bitguruz Casino

Dear Valued Client,

Thank you for your message. We would like to sincerely apologize for the misunderstanding that occurred due to an exceptionally high volume of requests on that day.

At the same time, our Quality Control Department immediately noticed that you were dissatisfied with the interaction. Within 7 minutes, an email was sent to you with our apologies and an offer to personally address all questions that may have remained unanswered in the Live Chat. Unfortunately, we did not receive a response from you at that time, nor have we heard back since.

Please be assured that we closely monitor the quality of our customer service and always strive to resolve any issues as quickly and effectively as possible. We remain fully open to communication and would be very grateful if you chose to contact us.

You can reach us at any time via email at support@guruzgroup.com
We would genuinely welcome the opportunity to clarify the situation, address your concerns, and make every effort to improve both the service provided and your overall impression.

Your feedback is extremely important to us, and we sincerely aim to ensure that your experience with us is positive in every respect.

Kind regards,
Quality Assurance Team
BitGuruz

Diana111

Bronze

Georgia

• 5 months ago

Great service and very fast support. Everything worked smoothly - highly recommended! The team is always helpful and quick to respond.

super friendly
helpful

Bitguruz Casino

Dear Valued Client,

We sincerely thank you for your review. Your opinion is very important to us, and we truly appreciate you choosing BitGuruz Online Casino!

Safety Index explained

Safety Index of Bitguruz Casino explained

Take a look at the explanation of factors that we consider when calculating the Safety Index rating of Bitguruz Casino. The Safety Index is the main metric we use to describe the trustworthiness, fairness, and quality of all online casinos in our database.

Safety Index:High8.6/10

Medium-sized casino, based on our research and estimates

We consider the casino's T&Cs to be fair

Not found on any relevant casino blacklist

No player complaints or very low value of withheld winnings in complaints in relation to the casino's size

We also considered other factors, which had a neutral impact on the casino's Safety Index

The Safety Index of this casino was calculated based on our research and data collected by our casino review team. Learn more about casino review methodology

Has this casino done something unfair to you?

Submit a complaint

Complaints about Bitguruz Casino and related casinos

(8)

8All1Opened0Unresolved2Resolved5Rejected

Complaints directly about Bitguruz Casino

Our verdict Case closed

Player’s withdrawal is delayed due to verification issues.

The player from the Czech Republic was unable to withdraw his funds of $1,551.82 from Bitguruz Casino due to a "provider verification" restriction that had persisted for over a month. He had complied with requests for additional verification documents and had not received any response to his recent inquiry, despite having had a positive experience with the casino previously. The complaint was marked as resolved after the player confirmed the issue had been addressed. We closed the case following the player's confirmation of resolution.

Read moreRead less

Resolved Submitted: 15 Apr 2026

Disputed amount: $1,551

Our verdict Player stopped responding

Player is frustrated with the casino's lack of support.

The player from Norway had requested a bonus five times due to losses but had received no response from the casino’s support team. We had clarified that bonuses were discretionary gifts from casinos and that we could not compel casinos to grant bonuses or upgrade player status. The player was informed that casinos might exclude individuals from loyalty programs without notice. Due to the player’s lack of response to our inquiries and reminders, the complaint was closed at that time.

Read moreRead less

Closed Submitted: 23 Mar 2026

Disputed amount: 15,000 kr

Our verdict Other

Player's withdrawal process is delayed.

The player from Ireland faced repeated delays in withdrawing winnings of 3000 USDT despite the casino advertising an instant withdrawal process. After initially providing a passport, he was then asked for a selfie and proof of address without clear instructions on the required documents. The player submitted all requested documents and continued gambling, eventually losing his balance before the verification was completed. We determined that the KYC process and verification delays were standard procedures and that the player was responsible for losses incurred during gameplay. Consequently, the complaint was rejected as the casino was not held responsible for the player's losses.

Read moreRead less

Closed Submitted: 09 Mar 2026

Disputed amount: €2,700

Current status Waiting for player to reply 5d 20h 3m 28s

Player is having delays with account verification.

The player from Japan faces difficulties completing the authentication process at the casino, having been asked to provide multiple documents over the course of a month. She feels frustrated with the repetitive requests and suggests that the casino request all necessary documents at once to streamline the process.

Read moreRead less

Opened Submitted: 15 Jan 2026

Our verdict Case closed

Withdrawal of player's winnings has been delayed.

The player from Estonia had submitted a withdrawal request less than two weeks prior to contacting us. Winnings had not been obtained up to that day. We had explained that withdrawal processing could take several days or weeks due to KYC verification or high withdrawal volume and had advised patience and cooperation with the casino. The player had confirmed that the issue had been resolved, and the complaint was then marked as resolved in our system.

Read moreRead less

Resolved Submitted: 12 Jan 2026

Disputed amount: €528

Our verdict Player stopped responding

Player’s withdrawal is delayed.

The player from Denmark faced issues with BitGuruz, as the casino had not paid out his €5000. He expressed a lack of trust in the casino due to the prolonged payout process. The casino explained that the withdrawal was delayed due to KYC verification and non-working days during the holiday period, and ongoing communication and support had been provided throughout. Despite the casino's transparency and efforts, the player did not respond to further inquiries from the Complaints Team. Consequently, the complaint was closed due to the player's lack of response.

Read moreRead less

Closed Submitted: 05 Jan 2026

Disputed amount: 35,000 kr.

Our verdict Other

Player’s account has not been closed.

The player from Austria filed a formal complaint against the casino for violating responsible gambling regulations by allowing deposits during his active self-exclusion period. Despite his requests for a refund and clarification, the support staff did not provide any constructive solutions. He demanded a full refund, a written explanation for the failure of self-exclusion, and assurance that his account was permanently closed. The casino confirmed the account had been closed within 24 hours of the self-exclusion request and explained that any deposits made afterward were blockchain transactions initiated solely by the player, outside their control. Marketing communications were disabled after the complaint, but the player insisted he was able to play and increase his balance post-exclusion, though he provided no evidence. Due to the lack of proof supporting the player's claim of continued access and gameplay, the complaint was rejected after confirming the account closure and cessation of promotional contact.

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Closed Submitted: 03 Jan 2026

Disputed amount: €500

Our verdict Unjustified complaint

Player’s account remains open.

The player from Canada reported gaming problems in October but was unable to reopen her account, feeling her concerns had not been taken seriously by the responsible gaming department. She requested a refund of her last deposit. We investigated the case and found that the player had initially requested a temporary account closure via the personal account area and later requested reopening through live chat, with no formal self-exclusion email received before November 25. The player made deposits and played after the account was reopened at her request, and the casino permanently closed the account only after receiving an official email regarding gambling addiction on November 25. Since no verifiable permanent self-exclusion request had been made prior to these deposits, and the account was reopened in compliance with casino policies, we determined there was no contractual basis for a refund and rejected the complaint.

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Closed Submitted: 25 Nov 2025

Disputed amount: 210 USDC

Discussion