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

Dear guru and guruz i have asked multiple times for a bonus since i have only lost i have asked 5 times withoud any respons what so ever hope u can down there score for this low support

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Dear Magickdemi,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. We regret to inform you that we are unable to compel casinos to upgrade your player's status or suggest that they provide you with loyalty rewards. A bonus is essentially a gift from the casino, and it's up to the casino to determine if you qualify for it and what rules apply. It is important to note that casinos are not obligated to offer any benefits to their players and may exclude individuals from their loyalty program without prior notification. While we understand the importance of keeping customers informed about any changes that may impact their player experience, we do not intervene in these matters and allow casinos to make their own decisions regarding who receives loyalty rewards and who does not. I apologize for not being able to provide more assistance in resolving this case. Please let me know if there is anything else I can assist you with, or if this complaint may be closed.

Thank you for your understanding.

Best regards,

Attila

Dear Casino Guru,

Please review the materials attached to this complaint. Not only does the client allow themselves to communicate disrespectfully with our support chat agents, but he is also claiming to you that they are not receiving responses. This behavior is unacceptable. As you can see, our support team operates 24/7 and always responds, both via Live Chat and email.

Regarding bonuses, you are absolutely correct that these remain entirely at the Casino’s discretion.

Nevertheless, two days ago, the Head of the Department made an exception for this player and approved additional funds of $15 for 7 days - with no withdrawal restrictions and a x3 wagering requirement. Despite this, the client continues to display disrespectful behavior.

Additionally, the Сlient has left a review that does not reflect reality and harms the Casino’s reputation. We kindly ask you to address this review as well or request that the client revise it to reflect their opinion without false accusations. We would appreciate it.

We kindly ask you to close this complaint as resolved.

______

Dear Client,

We hereby inform you that such behavior is unacceptable. Please stop spamming the support chat and using offensive language, as this negatively affects our staff. The Casino has removed the previously granted reload bonus, as all bonus-related decisions are fully at the Casino’s discretion.

We also ask everyone reading this complaint to note that communication must remain respectful on both sides - both from Casino staff and from clients.

Sincerely,

Support Team

bitguruz.com | support@guruzgroup.com

Dear Magickdemi,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Attila
Casino.Guru