The player from Canada reported gaming problems in October but was unable to reopen her account, feeling her concerns had not been taken seriously by the responsible gaming department. She requested a refund of her last deposit. We investigated the case and found that the player had initially requested a temporary account closure via the personal account area and later requested reopening through live chat, with no formal self-exclusion email received before November 25. The player made deposits and played after the account was reopened at her request, and the casino permanently closed the account only after receiving an official email regarding gambling addiction on November 25. Since no verifiable permanent self-exclusion request had been made prior to these deposits, and the account was reopened in compliance with casino policies, we determined there was no contractual basis for a refund and rejected the complaint.
Bitguruz Casino - Player’s account remains open.
Unjustified complaint
Amount: 210 USDC
Bitguruz Casino
Safety Index:HighCase summary
Translation
Hello, I reported my gaming problems in October, but I haven't been able to reopen my account. The responsible gaming department wasn't taken seriously. I request a refund of my last deposit.
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 Rebecca85,
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.
- Can you explain what you meant by not being able to reopen your account?
- Do you wish to be self excluded?
- Could you please share your self-exclusion requests with me? Please share the information to my email at katarina.d@casino.guru.
- Could you please advise when was the last time the casino allowed you to deposit?
In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide
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,
Katarina
TranslationHello Madam, my account has been reopened, yet I reported my gambling problems, but my request wasn't taken seriously. The casino told me it might be a technical issue and that they would get back to me. Now my account is closed. I'm sending you proof that I did report my gambling problems and that the account could have been reopened simply by request. The casino told me they would contact me again, but for security reasons, I'm contacting you. Sincerely, Rebecca
TranslationMy last deposit was on November 24, 2025, for an amount of 210 USD.
TranslationI used the responsible gaming feature on their website to delete my account without the possibility of reopening it, but despite this, it was reopened simply by request; I sent all the documents by email.
TranslationHello madam, I would like the casino to share this conversation with us, as they were supposed to contact me by email, but I haven't received a response. As you can see from our conversation, I reported my gambling problems and also used the responsible gaming feature on the site to have my account permanently closed with no possibility of reopening. The chat support told me it could also be a technical problem, but you see, I couldn't reopen my account simply by requesting it. This shouldn't have been accepted if the responsible gaming feature had been taken seriously! They clearly stated that the account had been closed, but I haven't heard anything from them about it.
TranslationHello, I would like the casino to share information regarding my account closure request.
Dear Rebecca85
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. To ensure I have the correct information, could you please provide the date on which you requested your account to be self-excluded?
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,
Katarina
TranslationHello and thank you for your reply. As sent, the date is October 18th. I also used the responsible gaming option on their website to try and close my account permanently, but that didn't work either. I was unable to reopen my account simply by requesting it, even though I had reported my gambling problems. As you can see, the casino is aware of the situation; you have the entire conversation. Thank you in advance for your help.
Translation
Hello Rebecca85, 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.
TranslationHello Mr. Matej and thank you for your help, I would also like the casino to share information with us on this subject, because my account should not have been reopened!
TranslationWe 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.
I have tried to contact the casino through the available channels, hoping to get a response before the timer runs out. If I hear back from the casino representative, I will post an update in this thread.
TranslationHello Mr. Matej, thank you for your help. The casino does not deserve a high rating, because a trustworthy casino would have communicated. I think they don't care about their reputation. I hope their rating will decrease.
Dear Rebecca,
As previously communicated via email, we have thoroughly reviewed your case, including all account activity, history, and prior requests. Our records clearly confirm that your deposits and gameplay occurred after your account was reopened at your request and without any active self-exclusion in place.
Therefore, there is no legal or contractual basis for a refund. We are very sorry that you are feeling upset, but we do not see any grounds for returning the funds.
For the future, we strongly encourage you to seek assistance if you feel you are struggling with gambling-related harm. If needed, we can provide resources or support contacts in your region. Your wellbeing is important to us, and this decision is made strictly to uphold responsible gambling standards and protect vulnerable players.
Kind regards,
Liza — BitGuruz Casino Support
TranslationHello Bitguruz, I disagree with your response. Could you please justify my account closure request and my deposits, given that the account has been reopened? Justify your claims, as I sent our conversation to Casino Guru! You are not acknowledging that you reopened my account and that I reported my gambling problems.
I would like to thank the Bitguruz Casino for looking into this issue for us. Much appreciated.
Dear Rebecca85, from the evidence provided by yourself, I can only see conversation with live chat agents. Even the chatbot mentioned that proper self-exclusion has to be done via registered e-mail sent to the casino support. I would like to ask you to e-mail me (matej.l@casino.guru) the original account closure request, your reopen request and also any e-mail you have sent to the casino support, that is mentioning gambling addiction. That will help me to identify the issue and hopefully solve it shortly. Thank you.
TranslationHello Mr. Matej, my account was indeed closed and then reopened. I reported my gaming problem, but I can no longer find that email. I also chose self-exclusion.
The casino has all this information and is requesting proof of why the account was closed, along with the reasons I mentioned, since they had already closed the account. Thank you for your help.
Translation
My account has been reopened, but the self-exclusion was not respected. I requested this self-exclusion because I clearly stated a reason they can justify.
Dear Bitguruz Casino, as the player is unable to provide any evidence, I believe you will be able to help us move this case forward. I have e-mailed you asking for the account closure requests you have received from the player, to confirm what would be the next best step forward. Thank you.
TranslationHello, I think that if the casino were truly reputable, it would have provided you with the email and my self-exclusion form, since my account was closed and reopened. I specifically requested this information from the casino and clearly reported my gambling problems; the casino must have it! But they're pretending nothing happened.
TranslationThe casino has my account closure email because I did give a reason for it being closed, since I had to send an email!!?? They would have already provided us with this proof.
Dear Matej,
Thank you for your message and for giving us the opportunity to clarify the situation.
After a thorough internal review of the player’s account history, communications, and responsible gaming logs, we can confirm the following timeline and facts:
October account closure
The player initially requested a temporary account closure, without explicitly declaring gambling addiction or requesting permanent self-exclusion. No wording indicating gambling harm, addiction, or an irreversible exclusion request was provided via the required channel (registered email to support).
Reopening of the account
At a later date, the player requested the reopening of the temporarily closed account, which was processed in accordance with our Terms & Conditions and Responsible Gaming Policy. At the time of reopening, no active self-exclusion or permanent restriction was in place.
Subsequent gameplay and deposits
All deposits and gameplay in question (including the deposit of USD 210 on November 24, 2025) occurred after the account was reopened at the player’s request and while the account was fully active and unrestricted.
Gambling addiction claim
The first explicit claim of gambling addiction was made only after the player had lost the funds. Prior to that point, there is no verifiable evidence (email or formal request) indicating a permanent self-exclusion or addiction-based closure that would legally or contractually prevent reopening.
Evidence review
The materials shared by the player consist primarily of live chat conversations. As correctly noted by Casino Guru, live chat agents and automated messages clearly instruct that self-exclusion must be requested via registered email to be valid and irreversible. No such qualifying request has been provided by the player to date.
Based on the above, we respectfully maintain that:
The account was reopened in compliance with our rules.
Deposits were made voluntarily and without an active self-exclusion.
There is no contractual or regulatory basis for a refund.
We remain committed to responsible gambling and always apply permanent restrictions immediately when a valid addiction-based self-exclusion is clearly and formally requested. However, retroactive claims made after losses cannot be used to reverse legitimate gameplay.
Should you require any internal logs, timestamps, or email excerpts for verification, we are happy to provide them directly via email.
Kind regards,
Liza
BitGuruz Casino Support
TranslationHello Bitguruz, this is the second time Guru Casino has asked you for information regarding my account closure request, as you closed it once before. We've asked you for confirmation of the account closure and the reasons why, but why haven't you simply provided a justification? Please explain your answers, as you have all the necessary information and Guru Casino is requesting it. Thank you.
TranslationYou already specified that the account closure request must be made by email; you did receive this email because the account was closed in October and then reopened on the night of November 25th. Stop talking nonsense; I have all our conversations, and the account was closed because an email had to be sent, as you specified in your conversations.
TranslationHello Mr. Matej, as you can see from the conversation, the account has been reopened twice. It was reopened on October 18th and again on the night of November 25th. The first time was simply a closure, and the second time was due to gaming issues. You can find the dates in our conversation. Thank you.
TranslationTranslationMr. Matej, please look at our conversation. I used self-exclusion because they told me my account was reactivated. I also clearly chose a reason for this exclusion.
TranslationDear Rebecca and Matej, as you can see there is no grounds for refund.
We consider this case closed.
Please play responsibly. We do not tolerate blackmail at BitGuruz at all.
TranslationHello Bitguruz, nobody here is blackmailing you!!! You are being asked to justify your actions because you have all the information and the account has been reopened twice. I hope Casino Guru will rule in my favor because you don't deserve such a low rating for refusing to explain the reasons you received!!!!
Dear Rebecca85, if you could minimise the spamming of this thread, that would be much appreciated. It makes it extremely hard to find important information later on, so the less messages clutter the thread, the better. Thank you for your understanding.
Dear Bitguruz Casino, thank you for the explanation and additional details. I have responded to your last e-mail requesting player's account closure requests. Once I can confirm what was asked in the above mentioned conversations, I believe I will be able to establish the timeline and proceed with the case. Thank you.
TranslationHello, this casino is not serious. They almost threatened me because of my complaint. They know perfectly well why my account was closed, but they won't provide any information. They don't deserve a high rating because they are completely unprofessional.
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,
Thank you for giving us a bit more time to prepare our response — this is very important for us, and we truly appreciate your patience.
Please find below a detailed clarification based on system records and documented communications:
1. Initial Account Blocking (October)
The first account block was initiated by the client independently through the Personal Account area.
As shown in the screenshots, this option is available directly to the user, and the action was taken in October.
At that time, no emails were received stating that the client wished to self-exclude due to gambling addiction.
Please note that a written email request is a mandatory requirement for self-exclusion. This requirement was clearly communicated to the client in Live Chat, including an explicit warning — even the automated system (bot) informed the client of this obligation.
2. Account Unblocking (November)
In November, the account was unblocked at the client’s request via Live Chat Support, as no disqualifying statements or messages had been identified prior to that moment.
This is confirmed by the absence of any incoming emails related to gambling addiction before that date.
3. Self-Exclusion Request and Final Closure (November 25)
As shown in the screenshots, on November 25, the client contacted Live Chat Support requesting the account to be reopened and later openly declared gambling addiction.
The client was once again informed that an official email notification was required, a requirement they were already aware of and were reminded of again in Live Chat.
On this occasion, the client did send the required email, officially notifying the Casino of gambling addiction.
In line with our responsible gaming obligations, the Casino immediately and permanently closed the account in order to protect the client.
4. Deposits Timeline
All deposits made by the client occurred prior to the official email notification regarding gambling addiction and the final account closure.
After the account was permanently closed with no possibility of restoration, no further deposits were made or accepted.
We trust this explanation clearly outlines the timeline and the actions taken. Should you require any additional clarification or supporting documentation, please do not hesitate to contact us.
Kind regards,
Liza
BitGuruz Casino Support
TranslationHello Mr. Matej, I wish you a happy new year and above all good health. The screenshots from the casino regarding self-exclusion show nothing that it originated from me. The account has been closed twice, and they received my reasons, which they do not clearly state. They are playing for time ⌛️.
Thank you for taking the time to address my complaint. Sincerely, Rebecca
TranslationThe screenshot of the self-exclusion is false; no data indicates that I am indeed the player. You sent nothing; this is dishonest and demonstrates your lack of transparency once again! I want more details.
Dear Rebecca85, thank you and I wish you great 2026 as well!
Regarding the screenshots provided by the casino, it does show the player in question is you. While two screenshots shows your e-mail address being used for communication, the third screenshot with live chat communication shows the same user ID number as the one before, where your e-mail address is provided by the player. Unless someone else communicated with the casino using your e-mail address, I have no reason to believe this was not yourself.
Screenshots also confirm what your own evidence showed previously - that you have been informed about the self-exclusion procedure several times.
Dear Liza and Bitguruz Casino, thank you very much for the provided explanation. I have sent you one more message via e-mail, and once I receive your response, I believe this case can move to its final stage.
TranslationHello Mr. Matej, yes, the screenshots are correct. I did inform the casino by email, and I also opted for a 5-year self-exclusion. Sincerely, Rebecca
Dear Rebecca85, the self-exclusion available in account is only for 1-7 days. It is actually just a cool down period, that I am discussing with the casino right now. I'm afraid the only way to get self-excluded for 5 years or longer, is via e-mail.
TranslationMr. Matej, please ask the casino because I also chose self-exclusion permanently; they surely have this information, like the email address they don't want to provide. Thank you for your help.
TranslationI assure you that with self-exclusion, you could choose permanently, but this has surely been changed to protect the casino. If you see in the screenshots, they apologize and admit there was a problem; the casino doesn't want to take responsibility for their mistakes.
Dear Casino Guru, we consider this case closed.
Happy 2026 to everyone, play responsibly.
Kind regards,
Liza — BitGuruz Casino Support
TranslationHello Mr. Matej, regarding self-exclusion, it indicates a minimum of 6 months. I did send the email, but I no longer have it. However, the account has been reactivated, which clearly means I chose self-exclusion and not a period of 1 to 7 days, as the account has been reopened twice. Could you please elaborate? Thank you. 
TranslationThe account was reopened on October 18th, then again on November 25th, which means it was reactivated. The casino clearly has two reasons for closing my account, since it was reopened twice.
If the account has been closed twice, I have duly informed the casino, or use the site's self-exclusion feature.Dear Rebecca85, I have gone through the screenshots you have provided, to see if I have missed some information. However, it only confirmed the previous findings:
It is true that you have requested self-exclusion via live chat several times, and each time the support agent instructed you that an e-mail request has to be sent from an e-mail address associated with your casino account. As live chat agents are unable to confirm legitimacy of the requests or identity of the person they speak to, generally self-exclusion via live chat is not possible.
Despite the instructions provided by the staff, seems like first time you have sent such e-mail was on 25th November, and the casino acted promptly.
I have also signed up for an account with the casino to check the options available directly in the account, without prior notice to the casino management. Only option there is a cool off period for 1-7 days. Although it is true this option was mislabelled as "self-exclusion", it is only a cool off period. Casino is now taking steps in renaming this option appropriately, as self-exclusion must be possible to set for 6 months minimum.
Since you have not provided me with an e-mail request for permanent self-exclusion before the date confirmed by the casino, and you have confirmed that you have instead used the temporary option available in the account, I have no grounds to either request a refund from the casino, neither to keep this complaint open. From the information gathered you have only temporarily blocked your account, and such requests is possible to cancel via live chat.
Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that I as not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.
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.
