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.

Hi Karla,

Thank you for taking the time to review this dispute.

I have sent you all the personal information and evidence via email.

They were explicitly informed of my struggle at approximately 12:45 AM BG time 08.09, following that I was bombarded with promotional emails that led to the creation of the second account, around 7 PM on 08.09 with the exact same details, excluding email.

With both of the exclusion requests on separate accounts, they informed me my account was permanently closed. I requested additional information and clarifications, however I was simply referred to email, to which I never received a reply.

I was never supposed to be permitted onto this platform in the first place. BitGuruz's own published AML policy states that users from restricted/prohibited jurisdictions will be blocked. When registration and deposits from Bulgaria was allowed without issue, I reasonably assumed the operator held the necessary licensing for my territory, it later became clear this wasn't the case.

Their AML policy states the following

BitGuruz will block users who:

Fail to provide requested identification information.

Submit fraudulent identification documents.

Attempt to misrepresent their location.

Are from restricted or prohibited jurisdictions.

Are subject to global sanctions or watch lists.

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

Have funds originating from restricted jurisdictions.

https://bitguruz.com/main-info/aml-policy

By accepting my registration and deposits as a Bulgarian resident (Bulgarian address, phone number, and bank account), who also formally stated their gambling addiction struggles, BitGuruz breached its own stated policy, within 3 distinct clauses, from the moment I registered, separate from the external NRA licensing requirement, this is a direct failure to honor the terms they publish to their own customers. This applies to both accounts: neither should have been permitted to register or deposit at all under their own stated rules.

Hello bliped,

We would like to update you that due to Karla, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Karla has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Karla will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear bliped,

Thank you very much for your patience and for providing the additional documentation.

I have reviewed the screenshots you provided and found a conversation in which you explicitly requested account closure due to gambling addiction. However, this screenshot appears to concern your second account, and there is no visible date.

To investigate your complaint further, could you please provide the following:

• Your original self-exclusion request from your first account, including the date and the casino's response.
• The complete, dated conversation regarding the self-exclusion of your second account.
• Copies of the promotional emails you received after submitting your first self-exclusion request, with their dates visible.

Please note that Casino Guru does not investigate disputes concerning compliance with Bulgarian gambling licensing regulations. We can, however, examine the responsible gambling aspects of your complaint.

The evidence requested above will help us establish whether the casino was informed of your gambling addiction before allowing you to register and deposit on your second account.

Thank you very much for your cooperation.

Karla M.

Dear bliped,

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.

Dear Karla,

I have sent the evidence to you email.