Bitguruz Casino - Player’s withdrawal is delayed.

BitGuruz har ikke udbetalt mine 5000€

der er ikke en casino man kan ståle på

det har made trukket tıden for ikke og udbetale

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Dear Hatun05,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can fully understand the situation.

• Could you please clarify the exact date when you requested the withdrawal?
• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with or without an active bonus?

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

Petra

Dear Nuh Ali Chorap,

We are sincerely sorry to hear that you were dissatisfied with your experience, and we would like to provide a transparent clarification of the situation.

The client submitted a withdrawal request in the second half of the day on Friday (December, 26). On the same day, the support team requested KYC verification. The complete set of required documents was provided at a later time, after which the process was affected by non-working weekend days, followed by New Year public holidays.

Due to these non-working days, the KYC review and withdrawal processing took longer than the standard timeframe. This information was communicated transparently from the beginning and is clearly stated on the casino’s website, including a full list of weekends and public holidays throughout the year. The client was informed multiple times, provided with screenshots, and given direct links for reference.

At no point was the client left without information or support. Communication was maintained on a 24/7 basis. Additionally, a personal manager was assigned and remained in contact with the client throughout the entire holiday period, personally overseeing the KYC verification and withdrawal process. All timelines were communicated in advance, and priority processing was arranged immediately after the holidays ended.

As a gesture of goodwill in light of the holiday period, loyalty bonuses were credited to the client’s account. The client initially accepted and used the bonus. However, before the completion of the process and prior to the end of the holiday period, the client chose to change their decision and spent the full amount of the winnings (December, 30).

It should also be noted that communication within the casino environment is expected to remain respectful toward both staff and other players. During the holiday period, the support team encountered instances of inappropriate and offensive language from the client, which does not align with the platform’s communication standards.

The casino remains committed to treating all players fairly, transparently, and with respect, and expects the same standard of conduct in return.

Sincerely,

Support Team

bitguruz.com | support@guruzgroup.com

Thank you to both sides for joining the conversation and providing clarification on the case.

• Dear Nuh Ali Chorap, regarding the clarification provided by the casino, could you please confirm whether there were any changes to your verification and withdrawal process after the holiday season?
• Alternatively, did you really close your account, with no further steps taken afterward?

Thank you in advance for your clarification.

Dear Hatun05,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Petra
Casino.Guru