Bitguruz Casino - Player disputes incorrect bonus award.

On 18 September 2026, I was playing Le Hooligan by Hacksaw Gaming at BitGuruz Casino, betting £0.10 with the enhanced feature.

On the triggering spin, 5 scatter symbols landed on the reels. I saw the 5-symbol result clearly and was very happy because this should trigger the 5-scatter bonus which is a hidden epic bonus for hacksaw gaming. However, when the bonus was awarded, I was confused to see that the game treated the result as 4 scatters and awarded the 4-scatter bonus instead.

I have reported this to BitGuruz and they have forwarded the round to their technical team for investigation. I have the Round ID and would like the round to be independently reviewed to establish what was recorded and why the 4-scatter bonus was awarded instead of the 5-scatter bonus.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Bitguruz Casino. Please note that the result of any game round is determined by the server of the game provider. We are unable to contact the game provider or pursue a similar independent investigation.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please share evidence of any discrepancy with your gameplay taking place?
• What evidence have you provided to the casino for investigation?
• What response from the casino have you received?
• Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hi Tomas,

Thank you. To answer your questions:

Evidence of the discrepancy: I have screenshots showing the game round where 5 scatter symbols were displayed, but only a 4-scatter bonus was awarded. I also have the relevant transaction/game IDs from my account history.

Evidence provided to the casino: I provided the game IDs and explained the discrepancy to BitGuruz. I also asked them to investigate the specific rounds with the game provider.

Casino response: BitGuruz initially escalated the matter to their technical team and said they would investigate, but I have not received a satisfactory explanation confirming why 5 displayed scatters resulted in only 4 being awarded.

I would also like to highlight that BitGuruz refused three times to provide me with the partner/provider name, despite me requesting it.

Additionally, after I disputed the incident, the Hacksaw Gaming replays that were previously available in my account were removed. I had previously been able to access the game history/replays, but they disappeared after I raised the dispute.

I have saved screenshots and the relevant game/transaction IDs, and I can provide them for review.

Kind regards,

Nedal

these are the only round IDS I can beget regarding the game hopefully one of them is it however I’m not certain this are the round ids I have as proof I should of took a screenshot of the event but was lost and confused at first that’s why I thought I was gonna get the five scatter

kind regards

Nedal ****

Just to clarify — I do not have a screenshot of the actual reels showing the 5 scatters. I only have the transaction history screenshots with the Round IDs. In the moment I was shocked and forgot to screenshot the grid itself. The rest of my statement stands.

Update: Contacted BitGuruz support again today. They confirmed the case is still with the technical team after more than a week, and they cannot provide any timeframe.

They said last week it will take 48 hours for a response from the technical team however it’s been more than a week and no response from them I enquired about it last Thursday and now it’s Saturday with no response from them

Thanks for your reply.

• Did the casino complete the review of your gameplay?
• Please let me know if there is any news regarding the incident.

Looking forward to your reply.

Hi Tomas,

No, the casino has not completed the review.

I contacted them again on Saturday (3 October). They confirmed the case is still with their technical team after more than a week and said they cannot provide any timeframe. I have already posted the screenshots of that conversation in this thread.

There is still no confirmation of the scatter counts from the Hacksaw logs and no partner name has been provided.

This following Thursday that’s coming up marks 2 weeks and their live support said max 48 hours for a response from the technical team and no response has been attained I urge you to invite bitguruz so we can solve this issue once and for all thank you very much Thomas

kind regards

Nedal ***

They also stopped providing me with the partner name even if I want to confirm my self to check the replay three times also I have reached to hacksaw gaming to check the round IDS for me or send me a replay link no reply from them as I heard they rarely do reply I leave it on your hands

thank you very much for your time and also sorry for messaging a lot

Thanks for your patience.

I understand how frustrating this situation must be. In cases of technical glitches, we always recommend that you stop playing the affected games, gather evidence, and submit it to support so that they may launch an investigation.

Unfortunately, the screenshots from you provided only confirm the amount credited to your balance.

Without supporting evidence that the casino should pay you more, such as a screenshot of the win, video recording, or game history admission of a technical issue, we unfortunately do not have sufficient grounds to confront the casino regarding any unpaid winnings.

If you obtain such evidence, please forward it to us, and we will gladly review it.

Thank you for your understanding.

Hi Tomas,

Thank you for the reply.

I understand that without a screenshot of the reels you cannot confirm the 5 scatters yourself.

However, the Round IDs are available and BitGuruz has had them for over two weeks. They have repeatedly refused to provide:

1. The exact scatter counts from the Hacksaw logs

2. The Hacksaw partner name so the rounds can be verified on the official Replay Manager

Could you please invite BitGuruz into this complaint and ask them to either:

• Confirm the official scatter counts recorded by Hacksaw for these three Round IDs, or

• Provide the partner name so the rounds can be checked independently?

They promised a technical review within 48 hours and it has now been more than two weeks with no clear answer. I believe it is reasonable to ask them to produce the server data on the public record.

Thank you.

Hi Tomas,

Thank you for the previous update.

I understand that without a screenshot of the reels you cannot independently confirm the 5 scatters.

I have already posted the three Round IDs that I believe contain the error: 0106078037391760615206

010608867798586008254

010602372596157944265

BitGuruz has had these Round IDs for over two weeks. They have repeatedly refused to provide:

1. The exact scatter counts recorded by Hacksaw on these specific rounds

2. The Hacksaw partner name so the rounds can be verified on the official Replay Manager

Could you please invite BitGuruz into this complaint and formally ask them to either:

• Confirm the official scatter counts from the Hacksaw logs for these three Round IDs, or

• Provide the partner name so these rounds can be checked independently?

They originally promised a technical review within 48 hours and it has now been more than two weeks with no clear answer. The main thing I am requesting is that these Round IDs are properly checked and the partner name is provided.

Thank you.

Hello Tomas,

It has now been a month, and neither BitGuruz nor Hacksaw Gaming has provided a satisfactory response regarding my disputed Le Hooligan rounds. Hacksaw Gaming has ignored my email, and BitGuruz has repeatedly failed to provide the partner name needed to retrieve the replays.

This lack of cooperation is extremely concerning. I have made repeated attempts to obtain the evidence, yet I am being left without answers while the parties involved have access to the relevant game records.

At this point, I believe Casino Guru should invite BitGuruz to participate in my complaint and require them to address the disputed rounds directly. Their continued silence and failure to provide a clear explanation raise serious questions about their handling of this matter.

I would appreciate it if Casino Guru could take this step rather than leaving my complaint at a standstill when I have already exhausted the available avenues to obtain the evidence myself.

I look forward to your response.

Thanks for your reply.

Without evidence of any discrepancy, the complaint can't proceed. So far, the only evidence provided is a record of the balance being credited to your account, which is insufficient for us to confront the casino.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.