Bitguruz Casino - Player’s account has been closed.

Hello,

Casino closed my account because of my language bad talk. And im sorry for that but they do shady stuff. And now they just closed my account for that with 2250 balance inside the account

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

• Have you accumulated your balance with the help of a bonus?
• Was your player's account verified recently or in the past?
• Has the casino since provided a way for you to retrieve the withheld money on your player's balance? If there is any further communication between you and the casino, please send it 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

Hello,

Thanks for youre reply.

My account with them was verified and made multiple succesful withdrawels in the past.

I lost around 8000 euro so my weekly cashback was around 1000. With that amount i got to like 7000 usd but lost all that. But then i got 500 back into my account since there was a failed bet on instant roulette game. And with the 500 i was playing and stood on 2250 usd when they closed my account while i was still playinh and i could not withdraw.

Casino says they dont want to reopen my account so the balance that was in there the 2250 usd is lost and i cant get it.

Casino also doesnt respond to me anymore true email.

I also send you screenshots of the conversation to youre email.

Im sorry i used bad language at the casino but this doesnt make it okay to steal my money

Thanks for the explanation and information provided.

Could you please clarify whether the 500 amount was from a bet you made during the time you had an active bonus?

Please let me know.

It was with my cashback but it was already wagered 3X so all of it was raw balance that i could withdraw

Dear Casino Guru,

The player repeatedly informed us of his intention to permanently close his account on May 22. His requests for permanent account closure were submitted via Live Chat and also by email to his Personal Manager.

We fulfilled his request within 24 hours.

The bonus system (+ Reload system) is a privilege and bonuses may be granted, adjusted, or revoked at the Casino's sole discretion in accordance with the rules and policies publicly available on our website.

At the time the account was closed, the player's balance was 0. There are no obligations owed by the Casino to the player.

We are attaching screenshots of the correspondence from that day.

Thank you, and we consider this matter closed.

Dear Domien,

Your account cannot be restored.

The account has been permanently closed and there is no possibility of reopening or recovering it. This decision is final.

We consider this matter closed.

We would also like to remind all customers that communication with Casino staff must remain respectful and professional at all times. Mutual respect is expected in all interactions, both towards our customers and towards our employees.

Kind regards,

Bitguruz Casino

Compliance Team

English not that good or what? You clearly see that i wanted to limit my account to 0 deposits and only wanted to close my account after the reload period of 7 days! Then there was a balance of 2250 in my account of wagered balance dont lie!

Also if you guys think you can scam me. In the past i asked to permenantly close my account and it was always ignored! But now you suddently do it without me asking within 24 houres. You guys are liars and thieves

Account permanant closure Demand 12 may. No responds from you guys. So all my deposits after 12may i want back oh and thats 8000 euro. So why dont we go that way?

Case closed i dont think so 😉just getting started. Like in youre emails stated my last deposit was gonna be returned? Didnt see any amount at my bank?????!!! Explain youreself why would you give me a deposit back if my balance was 0? 🤣 liars. I wanr my money back

So 2 things

-1 account closure was demanded 12 may and i never had any responds to it. Explain yourself now "fair" casino. I lost 8000 euro in the weeks after that so i should get that back

-2 there was 2250 in my balance when you guys closed it i want it

Dont forget to also include youre nice business that youre running. Advice even if costumers speak bad dont do it. Because its against youre rules right?

Thanks to both parties for your replies.

Dear casino representative,

Use of inappropriate language might result in the closure of the player's account; however, it should not be used as a justification to void the player's winnings.

Kindly explain whether from your point of view the player already wagered the bonus money and adhered to bonus terms and conditions.

Looking forward to your reply.

Dear Casino Guru,

We have conducted a full review of the player's account once again and would like to provide the following clarification.

Please note that, if required, we are able to provide detailed account statements, including deposit history, bonus credits, cashback records, and correspondence between the player and the Casino.

The email referenced by the player regarding account closure on May 12 was not treated as a definitive account closure request. During this communication, the player expressed dissatisfaction with the Bonuses previously credited and indicated that if additional Bonuses were granted by the Casino, he would reconsider whether to proceed with the closure of his account. As such, this communication was reasonably interpreted as a negotiation regarding Bonus compensation rather than a clear and unconditional request for permanent account closure.

The player continued using the account after this communication and made deposits as late as May 21. The deposited funds were used for gaming activity on the Casino platform. The Casino fully provided its services, and there are no outstanding financial obligations owed to the player.

The Cashback credited on May 22 was part of the Casino's Bonus and Loyalty program. The player used these Bonus funds for gameplay but did not complete the applicable wagering requirements.

The account was subsequently closed due to unacceptable conduct towards Casino employees. At the time of account closure, the player's balance consisted of these Cashback Bonus funds, for which the wagering requirements had not yet been fulfilled.

In accordance with the Casino's Terms and Conditions, the remaining Cashback Bonus balance was removed upon account closure. The Casino acted fully in compliance with its published rules and policies.

We would also like to emphasize that Cashback is not a guaranteed cash entitlement but a promotional Bonus provided by the Casino under specific conditions.

As stated in Section 4.1 of the Cashback Terms:

"4.1. The Casino is pleased to offer players the opportunity to receive 20% cashback based on their gaming experience."

Furthermore, Section 4.28 explicitly states:

"4.28. Cashback is considered a bonus and is subject to all applicable bonus usage rules."

In addition, Section 4.5 clearly provides:

"4.5. The casino reserves the right to modify or cancel the cashback promotion at any time without prior notice."

The player accepted these Terms upon using the Casino's services and participating in the Cashback program. Therefore, Cashback remains a promotional benefit granted under the Casino's rules and does not constitute a financial obligation owed to the player.

Based on the above facts, the Casino acted correctly, consistently, and in full compliance with its published Terms and Conditions. No violations of the Casino's policies occurred in this case.

Kind regards,

Bitguruz Casino

Compliance Team

My email on 12th of may was clear enough i requested a full account closure i shared the email with casino guru. There cant be any doubt about it thats 1.

Now 2 first message from you guys here was player balance had 0 in his account. Now youre finally admitting there was a balance like i claimed and now youre trying to say it wasnt wagered? 🤣 wager was only a 3X like every cashback and it was already wagered houres before you guys closed my account. You cant make withdrawels when it isnt wagered and oh yeah i made several withdrawels with it but i cancelled them remember so dont tell me the balance of 2250 wasnt wagered because youre lying.

Some proof that the cashback was actually wagered emails from 22may. So dont try to my that balance wasnt wagered it was real balance the moment you guys vclosed my account permenantly so closing my account with real balance in it is illegal. Important note on this its impossible to make withdrawels when balance is wagered fully so its proof it was actually wagered fully. My cashback was around 1000 usd and one moment i had 7000 usd even more as that. So dont tell me my balance wasnt wagered. I expect my 2250 usd to be payed on my bank!

So in my eyes you have 2 options to be a fair casino

1) i asked to close my account 12 may and you ignored me so you give me all me deposits back after 12 may and thats around 8000 euro maybe even 9000 euro

2) you give me my 2250 that was wagered so real in my balance the moment you guys closed my account without me asking.

And please stop lying because you look very bad and keep finding excuses. Im okay with losses on casinos but stealing and lying is a NO GO!

Thanks to both parties for sharing your point of view.

Dear casino representative, kindly provide evidence that, according to your records, the bonus wasn't fully wagered, such as the player's game history or similar records to my email at tomas@casino.guru

Dear Casino Guru,

We would like to clarify that, at the time the Player's account was closed, the remaining balance consisted entirely of Bonus funds received through the Cashback promotion.

As stated in Section 4.28 of the Cashback Terms:

"4.28. Cashback is considered a bonus and is subject to all applicable bonus usage rules."

By receiving Cashback, the Player accepted the applicable Terms and Conditions. This is explicitly stated in Section 4.27 of the Cashback Terms:

"4.27. By participating in the cashback offer, players acknowledge and accept these bonus terms and agree to abide by the casino’s established rules and regulations."

Furthermore, Section 4.5 clearly states:

"4.5. The casino reserves the right to modify or cancel the cashback promotion at any time without prior notice."

The Player's account was closed due to violations of the Casino's established rules and regulations accepted by the Player. Therefore, in this case, it is irrelevant to what extent the wagering requirements for the Cashback Bonus had been completed.

As stated in Section 6.3 of the Casino's Terms and Conditions accepted by the Player, the Casino is fully entitled to take such action.

"6.3. We may close or suspend an Account if you are not or we reasonably believe that you are not complying with these Terms, or to ensure the integrity or fairness of the Service or if we have other reasonable grounds to do so. We may not always be able to give you prior notice. If we close or suspend your Account due to you not complying with these Terms, we may cancel and/or void any of your bets and withhold any money in your account (including the deposit)."

Accordingly, the Casino acted lawfully, consistently, and in full compliance with its published Terms and Conditions. No breaches of the Casino's policies or procedures occurred in this case.

In light of the above, the Casino considers this matter to be fully addressed and closed. We have no further comments to add regarding this complaint.

Kind regards,

Bitguruz Casino

Compliance Team

How can someone lie this hard? All my messages above even the emails where i said i won big with my cashback and i made withdrawels and you guys responding we already forwarded it to financial team 🤣 ill say it again you cant make a withdrawel if youre balance isnt wagered!!!! Also my cashback was 1000 my balance was over 8000 at one point and wager was only 3X explain me that. You guys are thieves and this is very bad for this space. So yeah bitguruz this case is far from closed! This email should have proof enough casino guru you clearly see mee writing a had a great win and asking to send me my withdrawels and they claiming they already forwarded my withdrawels to finance. So them telling my wager wasnt done is a lie because you cant make a withdrawel until balance is wagered. Behavior like this is unnacepteble and casinos like this are terrible for this space

I also send you Tomas an email because this is NOT OK how this casino keeps lying

Bitguruz email clearly says i made great win with cashback and made withdrawels 🤣 and now youre claiming that it wasnt wagered haha you know damn wel you cant withdraw unwagered balance it doesnt let you 😉 but yeah dont forget this complaint started with you guys saying balance was 0. Then you switched to not wagered fully? Whats next? Youre full of lies and are poisen to this industrie.

So yeah this complaint is far from over.

Dear Domien,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Kubo (jakub.m@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear Domien,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Bitguruz Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Bitguruz Casino,

Could you please provide a comprehensive explanation of this case, including the specific reasons for the closure/blocking of the player's account? Your detailed insight will help us proceed with a fair and informed resolution.

Thank you in advance for your cooperation and prompt response.

Best regards,

Kubo

Dear Casino Guru,

Thank you for your continued review of this complaint.

We would like to provide additional clarification regarding both the account closure and the player's balance at the time of closure.

As confirmed by our internal records, the player's last successful real-money deposit was made on 21 May 2026. No further deposits or other real-money credits were added to the account after that date.

On 22 May 2026, the player voluntarily claimed several cashback bonuses through the Cashback Program, including:

Weekly Cashback: €1,036.34, claimed at 16:02:25;

Additional Daily Cashback bonuses credited under the standard Cashback Program.

These rewards were credited as casino bonus funds and did not constitute real-money funds.

Accordingly, the balance displayed on the account at the time of closure consisted entirely of active cashback bonus funds.

In addition, we would like to clarify that the account closure was not based solely on the financial status of the account. Throughout multiple conversations with our Support Team, the player repeatedly used abusive and offensive language towards our employees. Such conduct is unacceptable and constitutes a breach of our Terms and Conditions. As a result, the Casino exercised its contractual right to terminate the business relationship and close the account.

For clarity:

Last real-money deposit: 21 May 2026;

No further real-money deposits after that date;

Weekly Cashback of €1,036.34 claimed on 22 May 2026;

The balance at the time of closure consisted exclusively of active cashback bonus funds;

The Casino has no outstanding financial obligations towards the player, as no real-money balance remained on the account when it was closed.

Should Casino Guru require any additional verification, we are ready to provide the transaction history, cashback records, bonus logs, and relevant excerpts from the support conversations demonstrating the player's conduct.

Based on the above facts and the evidence available, we consider this matter fully clarified and respectfully regard this case as resolved and closed from the Casino's perspective.

Kind regards,

Bitguruz Casino

Compliance Team

Im really tired of this **** casino. Im serious i explained my case already so many times to you casino guru its time for action. In the messages above true email you can.clearly see cashback was wagered i made withdrawels like you see in messaged from emails between me and this lying casino. My balance was above 7000 explain me how a 1036 cant be wagered when i reached 7000 when a cashback had 3X on it 🤣 stupid and embarrasing lies and this is bad. We can also start talking 12 may i asked permenant accoynt closure witch they did npt respond to! I lost 8000+ euro between 12 may and 21may. In court i would get the 8000 euro 😉. So casino of **** dont lie because you make me mad!picture of email in proof again also dont forget this casino witch closed an account for abusive language witch i said sorry for also used the samen language at me 🤣 also found prove in messages above

This casino is whats bad for this space and casino guru with all the prove i provided i demand justaice because its taking a long time and they come with the same **** while i have come with all the proof. Oh yeah dont forget ghey first claimed balance 0. Then suddently after checking again balance was bonus money 🤣 just lying people who are bad. I want this issue resolved asap or this is really bad for all of us. I tested lots of casinos for you guys already casino guru in a fair way i hope you handle it the same way. Whatever happends this casino will pay and not do it to anybody because this is scamming people. After all my proof this case is NOT OKAY

And now my stats **** casino

12 may : account closure demanded not respected witch is illigal

Between 12 may and 21 may 8000 euro loss 😉

Then when i won something at 2250 you closed my account for bad language while you guys cant even keep youre mouth shut 🤣

So we can pay me the 8000 euro loss witch i had between 12 may and 21 may no worries then you can keep the 2250 for yourself 😉

Now bring youre stats scammers

I also would like kubo to do youre job now please its been 3 people i have been forwarded to and it keeps dragging on i provided all the proof if you guys cant do anything with all the proof why even do what youre doing... people that play casinos have no rights then?

Also 1 more thing about this casino... 12 may i asked for permenant account closure with they did not respond to also in Above messages you can read they did not took it serieus. But when active balance and bad language they close account instant 🤣 sorry but casino guru if you believe these people youre ass bad as them im sorry... i will and never start lying i lost more then 8000 euro in like 1 week and you think i will start lying about 2250 so doesnt add up this casino is bad for all this

Dear Domien,

Please be assured that I would have reviewed all the relevant evidence regardless of your explicit "recommendation", but thank you nonetheless.

Regarding your claim that you are entitled to an €8,000 refund for deposits made after your account closure request, the request in question did not constitute a valid self-exclusion request. Therefore, from our perspective, there is no basis for such a refund.

Furthermore, please refrain from using abusive language on our platform. Continued violations may result in restrictions being placed on your account.

Thank you for your understanding.

Dear Bitguruz Casino,

As suggested, I would appreciate it if you could provide all relevant supporting evidence, including the player’s transaction history, game logs covering the relevant period up to the account closure, and any other materials you consider pertinent to the case. Please feel free to send the information to my email address at jakub.m@casino.guru.

Thank you for your clarification and cooperation.

Dear Kubo,

The supporting materials related to this case have been sent to your email.

Thank you for your time and assistance.

Kind regards,

Bitguruz Casino

Compliance Team

Dear Bitguruz Casino,

Thank you for providing the additional materials.

However, as requested in my previous message, I specifically asked for the player’s game logs covering the relevant period. These have not been provided - the submitted screenshots show only the cashback credits and deposit history.

Please provide:

• the complete game log covering the period from the cashback credit until the account was closed; and
• the complete bonus history showing the applicable wagering requirement and its progression, including the amount wagered, the amount remaining, and its status at the time of account closure.

These records are necessary to determine whether the wagering requirement had been completed and whether the disputed balance had become withdrawable.

Thank you for your cooperation.

Dear Kubo,

The additional supporting materials related to this case have been sent to your email.

Thank you for your time and assistance.

Kind regards,

Bitguruz Casino

Compliance Team

Dear Domien,

After reviewing all available information and the evidence provided by both parties, we have decided to reject your complaint as unjustified.

The casino provided evidence showing that the wagering requirements attached to the cashback bonus had not been fully completed when your account was closed. At the same time, the evidence clearly shows repeated abusive and insulting communication directed at the casino’s staff. Under these circumstances, we consider the casino’s decision to terminate your account to have been justified.

Since the bonus wagering requirements were still incomplete at the time of the justified account closure, the bonus and the funds derived from it were forfeited. Therefore, we do not consider you entitled to the disputed balance or any related compensation.

We have also considered your later argument that you had previously lost approximately €8,000 at the casino and had asked for your account to be closed. However, these circumstances do not change the outcome of this complaint. The previous losses are unrelated to your entitlement to the unfinished bonus balance, and the available communication concerning the earlier account-closure request does not establish a valid responsible-gambling or gambling-addiction self-exclusion request that would create an entitlement to reimbursement of those losses.

Thank you for your understanding.

Best regards,

Kubo