Bitguruz Casino - Player’s withdrawal is delayed after account closure.

their website says you can set a loss limit. when i asked about this in chat, i was told it's not available right now.

i made a withdrawal of 500e, and immediately after that i asked to close my account due to gambling addiction. my account was closed, but the casino refuses to return my money.

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Dear Jussi69,

Thank you very much for submitting your complaint. I am sorry to hear about your negative experience at Bitguruz Casino.

I apologize for any inconvenience, but as a general policy, we do not handle individual complaints specifically related to responsible gambling tools. We understand the importance of reliable features within the casino's offerings, but verifying the proper setup by the player can be a complex process. It is worth noting that these tools are provided as additional measures to complement standard self-exclusion and account closure options, and we believe it is more constructive to encourage casinos in their efforts to implement new responsible gambling tools rather than penalize them for any potential issues that may arise during their implementation.

Could you please advise when exactly did you state your gambling problems and when did the casino close your account?

I look forward to your reply.

Best regards,

Attila

Hei.

En tarvitse apua heidän työkalujen kanssa. Pyydän apua jotta he palauttaisivat minulle 500e, joka oli minun tilin saldo.

Pelitilini saldo on siis yhä 500€.

En pääse kirjautumaan sisään, eikä kasino suostu maksamaan niitä minulle minun pankkitilille.

Dear Casino Guru,

Following our internal review, we confirmed that the player contacted our Support Team on 19 May and raised concerns regarding a potential gambling addiction. The player was clearly informed that such statements are treated with the utmost seriousness and may result in protective measures being applied in accordance with our Responsible Gambling Policy.

On 25 May, the player made a further explicit statement indicating that he was experiencing gambling-related difficulties. This information was immediately escalated to the relevant department, and appropriate action was taken without delay.

As a licensed operator, we are obligated to act whenever a player self-identifies as experiencing gambling harm. Consequently, the player's account was permanently restricted in line with our Responsible Gambling procedures and regulatory obligations.

Please note that Responsible Gambling restrictions are implemented solely for player protection and cannot be reversed or lifted upon request.

We confirm that the Casino acted promptly and in full compliance with its Responsible Gambling Policy and applicable regulatory requirements.

Kind regards,

BitGuruz Casino

Compliance Team

Dear Bitguruz Casino Team,

Thank you for your response and for providing the information.

Could you please confirm the exact date on which the player’s account was closed?

I look forward to your reply.

Best regards,

Attila

Hello. May i ask, why bitguruz, or attila dont talk anything about that 500€ balance that they refuse to pay out?

That is the main reason why we are talking here.

I understand why they close my account. I dont understand why they keep my balance and refuse to pay it to me. Like every other casino would do on same situation. Thank you.

Here is screenshot where they told me that they will keep my balance.

Dear Casino Guru,

The player had previously requested account closures on multiple occasions. However, the account was permanently closed on May 25 due to gambling addiction concerns and is not eligible for reinstatement under any circumstances.

In accordance with our Responsible Gambling policies and procedures, once a player indicates that they may be experiencing gambling-related problems, the Casino is obligated to take appropriate action. As a result, the account was permanently blocked without the possibility of reopening.

Kind regards,

Bitguruz Casino

Compliance Team

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.

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,

Attila

Hello Jussi69, 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. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

Dear Bitguruz Casino, from my understanding the player's balance has been voided upon the account closure. Can you confirm if this is correct and what was the reason behind this decision? Thank you. 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.

Dear Casino Guru,

According to the Casino's procedures, an account closure request is processed after the player receives confirmation that the request has been accepted and forwarded for review. The standard processing period for such requests is up to 24 hours.

However, on May 25, the player explicitly stated in a Live Chat conversation that he was suffering from gambling addiction. This information was immediately escalated to the relevant department.

Cases involving potential gambling addiction are treated with the highest priority and are processed faster than the standard 24-hour account closure procedure in order to provide immediate protection to the player and to comply with the Casino's Responsible Gambling obligations.

We would also like to clarify that the player's fiat withdrawal request was submitted on May 25. Under the Casino's Terms and Conditions, fiat withdrawals may take between 1 and 3 business days to be processed. Withdrawal processing is handled by a separate department and follows an independent review procedure.

Once the account was blocked due to gambling addiction concerns, a full restriction was applied to the player's profile. Following such a restriction, the system automatically applies financial limitations to the account and freezes all financial activity. These restrictions are system-driven and form part of the Casino's Responsible Gambling and compliance procedures.

The Casino acted promptly and in accordance with its Responsible Gambling obligations, internal policies, and regulatory requirements.

Kind regards,

Bitguruz Casino

Compliance Team

Since the casino refuses to return the customer's funds, I ask you to lower the casino's rating and put a red warning on the casino's home page, as you do for other scam sites.

Dear Bitguruz Casino, thank you for the explanation.

While I commend the prompt response to self-exclusion request, as it is in line with our Fair Gambling Codex, we do not believe in this case the player's funds should be voided. In cases of gambling addiction, the player's funds should be returned alongside the account closure. Voiding the balance is contradicory, as it may dissuade players from engaging with self-exclusion, or cancel the process altogether. Being put before the decision to lose all the balance or keep gambling, is quite an unfair option for a gambling addict. It would be OK during regular account closure, where the player can simply withdraw the balance then get the account closed. Not so with the addicts.

I would like to ask if the management would reconsider the original decision and return the voided balance to the player. You can let me know by responding to this thread directly, or via e-mail (matej.l@casino.guru) if sensitive information needs to be shared. Thank you.

Dear Casino Guru,

Thank you for your response. Following your recommendation, this case has been reviewed once again by the Casino's Compliance Department and Senior Management.

After carefully reviewing the complete chronology of events, the original decision has been upheld.

On May 18, several days before making his final declaration, the player contacted our Support Team and specifically asked what would happen if he declared that he was suffering from gambling addiction, including whether his pending withdrawal request would still be completed.

To avoid making assumptions, our Support Team asked the player directly whether he was making such a declaration. The player explicitly replied:

"I didn't say I have addict."

Accordingly, the Casino had no legal or regulatory grounds to apply Responsible Gambling restrictions at that stage. Responsible Gambling measures cannot be applied based on assumptions or hypothetical questions alone.

On May 25, the player made a clear and unequivocal declaration that he was suffering from gambling addiction. At that moment, the Casino became obligated to immediately apply its Responsible Gambling and Compliance procedures.

This approach is fully consistent with the Casino's published policies. The Responsible Gambling Policy requires the Casino to protect players by immediately applying responsible gaming measures when gambling-related harm is identified. Furthermore, the AML & Compliance Policy expressly states that customer service interactions form part of the overall compliance assessment and provides:

"Bitguruz will block users who are identified as being addicted to gambling or having mental health issues."

On the same day, the player submitted a withdrawal request and subsequently made an explicit Responsible Gambling declaration. Before the withdrawal process could be completed, the Responsible Gambling restriction became effective.

Following the application of this restriction, the system automatically froze all financial activity on the account as part of the Casino's Responsible Gambling and Compliance framework.

The Casino did not make a discretionary decision regarding the player's withdrawal request. Once the Responsible Gambling restriction became effective, the account entered a protected compliance status. Under the Casino's Responsible Gambling and Compliance procedures, these protective measures are applied consistently to the account as a whole and do not allow individual account processes to continue while the account is subject to an active Responsible Gambling restriction.

We fully understand Casino Guru's concern regarding the player's balance. However, once the player made an explicit declaration of gambling addiction, this matter ceased to be a standard withdrawal request and became a Responsible Gambling and Compliance matter. At that stage, the Casino was required to apply its protective procedures consistently to the entire account rather than selectively continue individual financial operations.

Having carefully reconsidered the matter in light of Casino Guru's comments, the Casino remains satisfied that it acted consistently with its Responsible Gambling, Compliance, and regulatory obligations. Accordingly, the original decision remains unchanged.

Should Casino Guru require any additional documentation, including the complete chat transcripts, timestamps, withdrawal history, internal account records, or compliance logs, we will be pleased to provide them.

Kind regards,

Bitguruz Casino

Compliance Team

Since the casino refuses to return the customer's funds, I ask you to lower the casino's rating and put a red warning on the casino's home page, as you do for other scam sites

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Jussi69,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Matej