Bitguruz Casino - Player's accounts have been closed without reason.

I am a Bulgarian resident. BitGuruz accepted deposits from me on 7–8 September 2026 despite my Bulgarian address, Bulgarian phone number, and Bulgarian bank account being provided at registration. BitGuruz holds no Bulgarian gambling license and is not connected to the NRA register, which is a mandatory requirement for any operator serving Bulgarian consumers under the Bulgarian Gambling Act of 2012.

On 8 September I disclosed my gambling addiction to support and requested self-exclusion on my main account. The account was closed immediately with no further engagement, no self-exclusion process, and no acknowledgment beyond directing me to email, which is not their standard practice. My deposits were withheld. Following this, I received multiple emails to my registered email address, informing me that I have a cashback of approximately 190 EUR to claim.

Later the same day (20:14), due to the emails, I registered a second account, because of my gambling addiction under a different email but identical name, phone number, IP address, device, and bank account. I was constantly advised to use VPN by the system, which I did not do, but gameplay was permitted. Deposit of 25 EUR and gameplay which reached a total withdrawable amount of 150 EUR were permitted without restriction. I again disclosed my addiction at 20:43 and the account was closed the same way, immediately, with no support offered. My deposit amount and withdrawal have been witheld.

This shows the operator's compliance checks are not connected to its live registration or deposit systems, and that disclosed addiction is met with account closure rather than any responsible-gambling process or resolution attempts. The operator allows gameplay from restricted countries, even though most other casinos have assigned restrictions.

Total net deposits across both accounts:

€1,800. No withdrawal has ever completed on either account.

Requested resolution: Refund of net deposits (€1,675) to original payment methods, and written confirmation of account closure on both accounts.

I have sent two formal refund requests directly to the operator (7 and 8 September), with no reply.

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Dear bliped,

Thank you very much for submitting your complaint.

To better understand the circumstances surrounding your self-exclusion and the subsequent creation of the second account, could you please clarify the following:

• Which email address did you use to register your first Bitguruz Casino account, and which email address did you use for the second account?
• When exactly did you first inform the casino that you were struggling with gambling addiction and request self-exclusion?
• How did the casino respond to your self-exclusion request, and did they provide any confirmation that your account had been closed or self-excluded?

Please also forward to me at karla.m@casino.guru all available evidence of your self-exclusion request, particularly the communication where you explicitly informed the casino about your gambling addiction, together with the casino's response and any subsequent communication regarding the closure of your accounts.

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

Karla M.