Bitguruz Casino - Player’s account is closed and funds are withheld.

FORMAL COMPLAINT: Gross Malpractice, Breach of Contract, Withholding of Funds, and Predatory Targeting of a Disclosed Problem Gambler by BitGuruz

1. Executive Summary & Overview

Casino Name: BitGuruz

Player Usernames: User914983830 / User179388075

Player Jurisdiction: Bulgaria (EU)

Total Net Deposits Claimed: €1,675 (€1,650 on Account 1 + €25 on Account 2)

Pending / Confiscated Winnings Balance: €150 (Account 2 Withdrawal)

Core Issues: Refusal to process valid withdrawal, confiscation of funds without explanation, systemic failure of Responsible Gambling protocols, promotional targeting of a self-excluded problem gambler, breach of published AML/KYC policies, and facilitating unauthorized access from a restricted jurisdiction while encouraging VPN usage.

2. Detailed Statement of Facts

Phase 1: Account #1 Creation & Immediate Disclosure of Addiction

On 7–8 September 2026, I registered my first account with BitGuruz (User914983830). During registration, I provided a Bulgarian residential address, phone number, and banking details. Between 11:20 PM and 12:42 AM, I deposited a total of €1,650.

At approximately 12:45 AM on 8 September, recognizing my severe gambling struggles, I directly disclosed my gambling addiction to BitGuruz support and formally requested an immediate self-exclusion.

The Malpractice: BitGuruz did not provide any responsible gambling support, offer resources, or initiate a standard self-exclusion protocol. Instead, they abruptly locked the account, directed me to an email address that never responds, and withheld my full deposit balance.

Phase 2: Predatory Marketing to a Disclosed Problem Gambler & Account #2 Creation

Despite formally declaring my gambling addiction and being told my access was closed, BitGuruz immediately began sending promotional emails to my registered email address, including a €190 cashback offer.

Triggered by these promotional emails due to my condition:

On 8 September at approximately 20:14, I registered a second account (User179388075) using identical personal details (same full name, phone number, IP address, device, and bank account details).

System Failure: BitGuruz’s platform allowed this second registration without any automated checks or duplicate flags, demonstrating that their KYC and Responsible Gambling tools are not connected to live registration procedures.

I deposited €25 and built my withdrawable balance up to €150.

Phase 3: Confiscation / Theft of Withdrawal on Account #2

At 20:43 on 8 September, I again disclosed my gambling addiction to live support.

BitGuruz acknowledged the link to my previous self-excluded account and immediately locked the second account.

Confiscation of Funds: My legitimate withdrawable balance of €150 (along with my deposit) was arbitrarily confiscated. BitGuruz cut off live chat, directed me to email support, and has maintained total silence since. They have retained these funds without providing any explanation or breakdown.

3. Clear Breaches of Contract & Regulatory Failures

A. Breach of Own Published AML/KYC Terms

According to BitGuruz’s published AML Policy, the operator explicitly undertakes to block users who:

"Are from restricted or prohibited jurisdictions."

"Are identified as being addicted to gambling or having mental health issues."

"Have funds originating from restricted jurisdictions."

BitGuruz violated all three of their own contractual clauses. They accepted registration, processed deposits via payment gateways (UTORG), and accepted funds from a resident of a restricted jurisdiction, enforcing their restrictions selectively to lock accounts only after deposits were received.

B. Severe Responsible Gambling Violations

Allowing a self-excluded player who explicitly disclosed a gambling addiction to create a duplicate account with identical personal details—and actively luring them back with cashback emails—constitutes a severe breach of Responsible Gambling standards.

C. Facilitation of Geographic Workarounds

Support staff and system prompts explicitly advised the use of a VPN to bypass geographical restrictions during gameplay. Promoting VPN use to circumvent territorial laws while relying on offshore terms to confiscate player funds is entirely unacceptable.

Email Correspondence: Demonstrating two formal refund requests sent to BitGuruz that went unanswered.

5. Requested Resolution

To resolve this complaint, BitGuruz must:

Refund Net Deposits: Issue a full refund of €1,675 (€1,650 from Account 1 + €25 from Account 2) back to the original payment methods.

Address Confiscated Balance: Account for and pay out or include the €150 withdrawable balance withheld from Account 2.

Permanent Closure: Provide written confirmation that all accounts, personal records, and marketing profiles linked to my identity have been permanently closed and excluded from future contact.

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 bliped,

Thank you very much for submitting your complaint. I am sorry to hear about the issue you have encountered.

I have reviewed the casino's Responsible Gambling Policy, which states the following regarding self-exclusion:

"To promote responsible gaming, we:

• Provide transparency about your gaming activity and spending to help you make informed decisions.
• Offer self-regulation tools (such as deposit limits, cooling-off periods, and self-exclusion) to help you stay in control.
• Share resources for external support if gambling becomes a concern.
• Maintain 24/7 customer support to assist with responsible gaming inquiries.

🔹 Self-Exclusion – Temporarily block access to your account for 6 months, 1 year, 2 years, or 5 years if needed.

"support@guruzgroup.com" "

To better understand your case, could you please clarify a few points?

• Did you tryto contact support also through mentioned e-mail regarding your self exclusion?
• Could you please send me a copy of your self-exclusion request to my email karla.m@casino.guru?

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

Dear Karla,

I did contact them regarding my self-exclusion via email, I have sent you a copy of the email.

Best Regards,

Dear bliped,

Thank you for providing the additional information.

After reviewing the case and the available evidence, we are unfortunately unable to proceed with your complaint.

A significant part of your claim concerns BitGuruz’s licensing status in Bulgaria and whether the casino was legally permitted to provide gambling services in your jurisdiction. Casino Guru is not a regulatory authority, and we are therefore unable to determine or enforce matters related to local gambling legislation or licensing requirements.

We also note that in your communication with the casino, you stated that you would initiate chargebacks and pursue the matter through regulators, payment providers, and other external channels if your refund request was refused. Please understand that once a dispute is pursued through a chargeback or similar external financial process, Casino Guru cannot mediate the same matter through our complaint process.

Regarding the responsible gambling aspect, the evidence currently available does not sufficiently demonstrate the alleged failed self-exclusion in a way that would allow us to uphold the refund claim.

For these reasons, we are unable to proceed further with the complaint and it will now be closed.

Thank you for your understanding.

Karla M.