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.
Bitguruz Casino - Player’s account has not been closed.
Other
Amount: €500
Bitguruz Casino
Safety Index 8.6 HighCase summary
Translation
Ladies and Gentlemen
I hereby formally file a complaint against your casino.
At the time of the events described below, I was actively self-excluding due to gambling addiction. Despite this clearly effective self-exclusion, I was able to:
to successfully log into my player account,
to deposit money into my account
and your casino has actively accepted this deposit.
I have received an email confirmation from your casino regarding the successful deposit, which I can present at any time.
This constitutes a serious violation of applicable player protection and responsible gambling regulations. Active self-exclusion must ensure, both technically and organizationally, that logins, deposits, and participation in games are completely prevented.
After contacting your support, I was not only refused a refund of the amount paid, but the support staff also acted unprofessionally and unhelpfully. Despite repeated requests, no constructive solution was offered.
My demand
Full refund of the amount paid in during the active self-exclusion period.
Written statement,
why the self-exclusion technically failed
and why deposits were still accepted
Confirmation that my account is permanently and irrevocably blocked.
Should no solution be found within a reasonable timeframe, I expressly reserve the right to forward the case to the relevant gambling supervisory authority, licensing authority, and external complaint bodies.
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
Dear maddie24,
Thank you for taking the time to submit your complaint. I sincerely regret to learn about your negative experience. I checked the General T&Cs and I found this:
6.9. Please remember that betting is purely for entertainment and pleasure and you should stop as soon as it stops being fun. Absolutely do not bet anything you can't afford to lose. If you feel that you may have lost control of your gambling, we offer a self-exclusion option. Just send a message to our Customer Support Department using your Registered Email Address that you wish to SELF-EXCLUDE and this request will take effect within 24 hours from the moment of its receipt. In this case your account will be disabled until your further notice, and you won't be able to login to it.
Could you please forward the account closure requests you sent to the casino to my email at kristina.s@casino.guru? Do I understand correctly that you still have access to your casino account?
Thank you very much for your cooperation.
Best regards,
Kristina
TranslationHi Kristina,
I sent you the self-exclusion email dated December 20th.
The account was still open until a few days ago, and I was able to deposit €500. The casino confirmed that my self-exclusion from December 20th was active, but the account wasn't actually blocked until the day before yesterday (January 2nd, 2026) – after the €500 deposit.
Dear maddie24,
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, Matej (matej.l@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,
Kristina
Hello maddie24, nice to meet you!
My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.
I’d like to invite a representative of Bitguruz Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.
Thank you for your patience and cooperation in advance.
Dear Player, your account were closed within 24 hours after your request and reporting gambling addiction.
Having in mind this crypto wallet address were released and no longer monitored by our system. Looks like you were able to deposit to the same crypto address at your own discretion.
We can not physically prevent you from depositing crypto, we do not control cryptocurrencies.
Saying that we do confirm your account is closed, and we are unable to recover funds sent to address that is no longer belong to us.
im attaching screenshot showing your latest processed deposit on 20th, and your exclusion email received in 21st.
Best regards,
BitGuruz Casino
TranslationI have already provided Casinoguru with evidence that the account was indeed still usable after December 21st, and that deposits were officially received and confirmed by them via email. This contradicts their statement. It is simply false that the account was blocked after December 21st. PS: Despite my self-exclusion, they continue to send me promotional emails daily, even though I have unsubscribed.
Just as proof of their reliability.
I have never experienced such unfriendly and arrogant customer service. And I have (unfortunately) a lot of experience.
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Dear Matej,
Dear Casino Guru team,
Thank you for the opportunity to clarify this matter. We appreciate Casino Guru’s involvement and would like to provide a precise, factual explanation based on our internal logs and procedures.
1. Timeline and self-exclusion handling
The player’s self-exclusion request was received on December 21, 2025.
In accordance with our Terms and Responsible Gambling procedures, the account was administratively closed within the stated 24-hour window after receipt of that request.
From that moment onward, the account was marked as closed in our back-office system and no further gameplay was permitted.
We have already shared timestamped internal records with Casino Guru demonstrating:
the exact time the self-exclusion request was received, and
the subsequent status change applied to the player’s account.
2. Crypto deposits after account closure
BitGuruz operates as a crypto-based platform. Once an account is closed:
the associated crypto deposit address is released and is no longer actively monitored or controlled by our system;
any blockchain transfer sent to a previously used address is executed unilaterally by the sender, without technical interaction or approval from the casino.
For clarity:
a blockchain transaction cannot be "accepted" or "rejected" by a casino in the same way as card or bank payments;
the casino does not initiate, approve, or confirm such transactions once the account is closed;
blockchain confirmations and automated emails may still occur at protocol or system level, but they do not indicate account reactivation, gameplay access, or casino authorization.
As such, the transfer made after account closure was initiated solely by the player, outside of any active player account relationship, and cannot be reversed or recovered by the casino.
3. Account access and current status
The player’s account is closed.
The account is now permanently blocked and cannot be reopened.
No further gameplay, deposits, or withdrawals are possible.
4. Promotional emails
We acknowledge the concern raised regarding promotional emails.
Marketing subscriptions are handled via a separate mailing system, and unsubscribes may not always be instantaneous. We confirm that:
the player has now been fully removed from all marketing lists, and
no further promotional communication will be sent.
5. Refund request
Given the above facts:
the casino did not technically or administratively enable deposits after self-exclusion;
the funds were transferred directly on the blockchain after account closure, outside the casino’s operational control;
therefore, a refund is not technically or legally possible.
6. Final position
BitGuruz Casino acted in accordance with:
its published Responsible Gambling policy,
its Terms & Conditions,
and the technical limitations inherent to cryptocurrency transactions.
We remain fully cooperative and have provided all relevant evidence to Casino Guru.
Our position on this case is final.
Should Casino Guru require any additional internal logs or clarifications, we remain available via private correspondence.
Kind regards,
BitGuruz Casino
Casino Representative
Dear Matej,
Dear Casino Guru team,
Further to our previous response, we would like to provide a clear technical explanation regarding the deposit confirmation email referenced by the player.
How deposit confirmation emails are generated
BitGuruz operates on a blockchain-based deposit architecture. Deposit notification emails are generated by an automated system event, not by manual approval or active acceptance by the casino.
Specifically:
when a cryptocurrency transaction is detected on the blockchain to an address that was previously associated with a player account,
the system automatically registers the on-chain confirmation event (e.g., network confirmations),
and a system-level notification email may be triggered to inform the user that a transaction has been detected on the blockchain.
This process is purely informational and reflects:
a blockchain confirmation,
not an approval of gameplay,
not account reactivation,
and not acceptance of funds into an active player balance.
Account status vs. blockchain notifications
It is important to distinguish between:
account status (open / closed / self-excluded), which is enforced at platform level, and
blockchain events, which occur independently of account status.
Once the player’s self-exclusion was applied and the account closed:
the account could not be used to play;
deposits were not credited to an active balance;
no wagering activity was possible.
However, blockchain networks do not recognize concepts such as "self-exclusion" or "account closure". Any transfer initiated by the sender will still:
be confirmed by the network,
be visible on the blockchain,
and may trigger automated system notifications.
Why this does not constitute a breach
The presence of an automated email:
does not mean the casino allowed a deposit,
does not override self-exclusion,
and does not indicate operational acceptance of funds.
The casino did not enable deposits, did not prompt the transaction, and did not provide gameplay access after the self-exclusion was applied.
Preventive measures
We acknowledge that such automated notifications can cause confusion in self-exclusion cases. As part of ongoing system improvements, we are reviewing:
clearer wording of blockchain notification emails,
additional safeguards to suppress non-actionable emails for closed accounts.
Conclusion
The delivery of a deposit confirmation email resulted from an automatic blockchain detection mechanism, not from any manual action or policy breach by BitGuruz Casino. The account remained closed, and the casino did not facilitate or benefit from post-exclusion gameplay.
We trust this clarifies the technical aspect of the email delivery.
Should further details be required, we remain available.
Kind regards,
BitGuruz Casino
Casino Representative
TranslationI understand most of the casino's points, but not the main one: after receiving the deposit confirmation email, it was possible to actively play with the account and the €500 (!) and I even managed to turn that €500 into almost €800. This fundamentally contradicts the casino's account, and they're concealing this fact, even though it's clearly documented in their logs. For me, this matter is now closed. However, I insist that it be marked as "unresolved" here, as that is the fact.
I insist on being allowed to write a negative review afterward. The way I was treated by the casino as an addict is absolutely unacceptable and every customer should know this.
Translation"The casino did not allow deposits, did not initiate the transaction, and did not grant access to the games after the self-exclusion was activated."
This is factually incorrect.
We respect the player’s right to express their opinion publicly.
Public discussion of such cases also helps raise awareness and reinforces our position that players who identify themselves as having gambling addiction should not play, and should make use of self-exclusion and support tools instead.
In this sense, it helps ensure that vulnerable players are discouraged from joining and directed toward responsible alternatives.
However, we stand by the factual accuracy of our records and our compliance with responsible gambling procedures.
This concludes our position on the matter.
Kind regards,
BitGuruz Casino
Casino Representative
TranslationThe public discussion only serves to reinforce my position and underscores the importance of platforms preventing gambling after self-exclusion. I think everyone can form their own opinion.
My sincere plea: avoid this casino!
Best regards.
„We acknowledge the concern raised regarding promotional emails.
Marketing subscriptions are handled via a separate mailing system, and unsubscribes may not always be instantaneous. We confirm that:
the player has now been fully removed from all marketing lists, and
no further promotional communication will be sent"
Today I received a mail again. Just to show how this casino acts and works.
I would liek to thank both sides for the extra information, it is cery helpful for this case.
Dear maddie24, can you send me the promotional e-mail you have received on 24/01 as an attachment to matej.l@caisno.guru, please? Also, do you have any screenshots or some other proof of being able to log in and play in the casino account after the self-exclusion claimed by the casino? Thank you.
Dear maddie24,
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.
TranslationHehe,
I just forwarded the email. It arrived brand new again.
Regards
Hi Matej,
I just received the information that your mail adress isn‘t correct?
Here a Screenshot:
My apologies, maddie24, seems like I made a typo when posting my mail address. The correct version is: matej.l@casino.guru
Screenshots above unfortunately do not show dates, which is crucial for any piece of evidence.
Dear Bitguruz Casino, I would like to ask for disabling all the marketing communication towards the player - for both e-mail and phone - and confirming once done.
I would also like to ak to address the player's claims that the supposedly self-excluded account was still accessible and that the player was able to turn a 500 deposit into 800 balance. Any supporting evidence can be sent to me directly via e-mail. No sensitive information or system screenshots will be shared or forwarded. Thank you.
Thank you for the confirmation, much appreciated :)
I would also like to ak to address the player's claims that the supposedly self-excluded account was still accessible and that the player was able to turn a 500 deposit - that the casino claims never receiving - into 800 balance. Can you please share some details and your standpoint on this? Any supporting evidence can be sent to me directly via e-mail. No sensitive information or system screenshots will be shared or forwarded. Thank you.
Dear Matej, doesn’t looks like we do have any gameplay activities on the player account after it was closed.
Dear maddie24, do you have any screenshots or videos of yourself accessing the account and playing after the established date? Or do you at least know the dates and approximate times when you were playing?
For sure, I deposited 500€, 3.1.2026, 23:28 and played then till around 00:30, 4.1. Then Bitguruz blocked me and refused to pay out 800€. The self exclusion was confirmed a few weeks earlier, so I shouldn‘t be able to login and deposit at this time. I sent you screenshot about the deposit before and beliebe me, I didn‘r remember the crypto adress to deposit, so I needed to login and it was easy possible (with an active self exclusion).
Sidefact: I wrote in December the Bitguruz support that I have a gambling addiction and want to close my account. They asked if I have a drug addiction and the agent made fun about the whole topic. Such a no go.
I have no screenshot because I didn‘t expect this all.
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Dear Matej, we do not have any gameplay activities on the player account after it was closed.
Dear Matej,
We have sent the response to your request, including the relevant information, to your email at matej.l@casino.guru
.
Kind regards,
Bitguruz Casino
Thank you, Bitguruz Casino, I have received the message with all the attachments. Much appreciated.
Dear maddie24, I have reviewed the information provided by the casino, and double-checked it against your evidence as well. To sum everything up:
You have requested self-exclusion due to gambling addiction on 20th December, and got blocked nearly immediately, to the casino's credit. Later on, you have started to receive marketing communication, which was luckily addressed quickly after our intervention, and hopefully the issue will not repeat. Let me know if it does, please.
The question of missing 500 EUR has been explained by the casino representative couple of posts above. I have seen your most recent cashier history and the last deposit received by the casino happened about an hour before requesting self-exclusion. On the screenshot it is clearly visible that no filters have been applied, and from the deposits I was able to double-check it is really your e-wallet. This being a crypto deposit, I guess it has been lost, as the casino has not received it.
This concludes all the issues and evidence on the casino side: the account has been closed as requested, marketing communication was disabled and the deposit from January has not been received.
There is only one more concern, which is your previous statement:
I understand most of the casino's points, but not the main one: after receiving the deposit confirmation email, it was possible to actively play with the account and the €500 (!) and I even managed to turn that €500 into almost €800. This fundamentally contradicts the casino's account, and they're concealing this fact, even though it's clearly documented in their logs.
Do you have any video or screenshots of you playing at the casino in January this year, when the account should has been closed? Any evidence at all? If you do, please feel free to post screenshots or e-mail me directly at matej.l@casino.guru so I can review it. Thank you.
TranslationNo, unfortunately I don't have any screenshots or records of that. Unfortunately. But it's definitely the case that the €500 arrived in my account (after the suspension) and I had €800 when I was suspended again. I can gladly confirm this in writing under oath. The casino operates unethically, period.
Thank you, maddie24. Without any kind of proof, I am unable to mediate this point with the casino representative. As mentioned previously, I have been provided with evidence showing the casino system, confirming that no 500 EUR deposit has been received from your e-wallet after the account closure, neither any kind of gameplay has occurred.
Due to the aforementioned reasons and since the casino has resolved everything else, I will now proceed to reject this complaint. Thank you for your understanding.
Before you go, I would strongly recommend installing free app BetBlocker (https://betblocker.org/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, and for maximum protection it is recommended to have a family member or a friend to set up the password in your stead. Also, I would advise to block all the mobile numbers and e-mail addresses that are sending you promotional materials.
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.
