Bitguruz Casino - Player's account has not been closed as requested.

this casino is hypocrite and predatory. they hide or give misinformation about how to get your account suspended/self-excluded to make you play more when you are vulnerable the next day. i talked to them the day before this incident. they said to go to setting and there would be tools to self exclude. but when you go there its only a 1-7 day ban. i was exhausted and wanted to end the gambling and so i clicked on the setting, which was for 1 day only (of course). the next day i didnt remember if i had closed my account on this casino so i asked if i was banned and they said i was good. so the consequence of this false advertising was that i gambled a lot more. lost my money. they tell you you can ban your account "properly" thru settings and its false. they also have a "3x bet to withdraw " minimum which is extremely misleading because when you don’t properly dispose of the last deposit, your next one will inherit the last deposits "3x bet to withdraw". you have to talk to support to MAYBE get it removed. this is looking like a pretty scammy casino. if they would have respected me and my request to close my account. i would not have gambled this money away tonight. but with their support saying i can close my account when vulnerable and misleading this to being a temporary "1 day closure" (they put the date to the next day so the next day after you try to close it you can still play) it makes it extremely hard. i have sent pictures of the chat, but also the "3x requirement" that is proven false since originally i made a 30 CAD deposit via ltc. lost it and then deposited 40 CAD. and then it all stacked up and unless i talked to staff to make it as if it gets reset to "3x" it would not have happened. i also have more screenshots and video recordings. one simple reimbursement and i will happily discard and make peace. but this predatory behaviour and making banning ones account only by messaging a shady email that is showed at the very bottom of the"support pity gambler addict" message is pityful. making it seem like a person can permanently ban their account from the settings is a joke. i asked for it to be permanent and you send me to the settings where the only options is 1-7 days… come on.

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Dear Ezekielias,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Could you please specify the reason for closing your account? Additionally, would you be so kind as to forward me the account closure requests you sent to the casino, along with the casino's responses? Have you mentioned the reason why you want to close your account in any of your conversations with support? If so, please forward these conversations to me at veronika.f@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Veronika

Dear Veronika,

We would like to clarify the circumstances regarding the player's account closure.

Our Casino has established procedures for self-exclusion and permanent account closure.

According to our records, the player did not contact our Support Team regarding self-exclusion or account closure on August 3. The player's first recorded contact regarding this matter was on August 4.

The player was clearly informed that if they wished to permanently close the account, they needed to contact the relevant department by email, as Support agents are not authorized to process permanent account closures directly through live chat.

On August 4, the player contacted the relevant department by email and explicitly stated that they were suffering from gambling addiction. Once this statement was received, the responsible department acted immediately, and the player's account was permanently blocked within minutes, without the possibility of reopening.

We have carefully reviewed the communication and actions taken by our employees and found no violation or improper handling on the Casino's side. Our Support Team acted strictly in accordance with the established procedures and based on the information provided by the player at each stage.

The attached correspondence confirms that once the gambling addiction was explicitly disclosed, the Casino responded immediately and permanently blocked the account.

Furthermore, as can be seen from the screenshots provided, prior to the communication described above, the player had not previously contacted us with any request or inquiry regarding account closure or self-exclusion.

Kind regards,

Bitguruz Casino

Compliance Team

ok? that doesnt include the 3x bet thing. if one is to deposit and then loose and then redeposit again, unless they go speak to an agent, the multiplier adds. that is very predatory. you guys also give very weak tools for anyone to self exclude. "1-7 days" is a real joke. and yes you can send screenshots but that is me. not everyone is up the agents ass to know if they are getting ripped off or no. a fair casino should have clearly written rules, that are VISIBLE to their clients, and actual effective tools for people struggling with addiction like me. 1-7 days is a real joke. when a gambling addict sees that the account gets unbanned they dive in directly. 7 days is attrocious. at least A MONTH would be ok. brain takes time to heal. 7 days is not enough. i hate casinos that find all these loopholes and burrying the help they need on their own sites.. a refund would be appreciated and i will cease this conversation. when i use a casino i would like clear rules thar i can actually SEE, actual tools to self exclude for long periods and not some mere 1-7 days mediocracy. this is what makes it predatory.

Dear Bitguruz Casino representative,

Thank you for joining the complaint thread and for providing the relevant evidence and clarification, which allowed us to assess the situation properly.

Dear Ezekielias,

After reviewing the available information, we have decided not to proceed further with your complaint.

Regarding your self-exclusion request, the evidence shows that once you clearly informed the casino about your gambling problem and requested permanent closure of your account, the casino acted immediately and permanently closed the account. Therefore, we do not see a failure in the casino's handling of your self-exclusion request.

Regarding the wagering requirement, we understand that an incorrect x3 wagering requirement was initially applied to your balance. However, once you contacted the casino and pointed out the issue, the casino identified the error and corrected it. Based on the information available to us, we have not found evidence that this error caused a financial loss that would justify reimbursement.

For these reasons, we do not believe there is an unresolved issue that we could successfully mediate with the casino, and your complaint will therefore be rejected.

Since you have mentioned gambling-related problems, I would also like to recommend additional protection. You may find our Global Self-Exclusion Initiative useful. I also recommend BetBlocker, a free tool provided by a UK-registered charity that can block access to thousands of gambling websites across multiple devices. It can be configured either as a complete restriction or for selected periods when you feel most vulnerable. Setup is quick, it works quietly in the background, supports multiple languages, and can be used anonymously.

Please note that BetBlocker may also block gambling-information websites, including Casino Guru. If you still need access to Casino Guru resources, please leave the Casino Guru blocking option unchecked during setup.

I am sorry that we cannot assist you further in this matter, and I wish you all the best.

Best regards

Veronika