Bitguruz Casino - Player’s withdrawal is delayed due to verification issues.

Hello,

I am experiencing an issue with withdrawing my funds from Bitguruz Casino.

My current balance is $1,551.82, and I am unable to submit a withdrawal request. The cashier displays a message stating that my bets are under "provider verification", which blocks all withdrawal options.

This issue has been ongoing for over one month.

During this time:

The casino requested additional verification documents, including proof of income, which I provided the same day.

I followed up with support and my VIP manager. I did receive a message thanking me for my patience and even a bonus about 3 weeks ago, however I have not received any reply to my most recent email sent on 5 April.

The casino has indicated that the provider has thoroughly reviewed all bets placed, however the withdrawal remains blocked and the same message is still shown in the cashier.

Additionally, I have noticed that two withdrawal attempts (900 and 190 USDT) appeared in my account history on 28 March as cancelled, even though I was not able to initiate any withdrawals myself due to the restriction.

Before this issue, my experience with the casino was very positive, including fast deposits and withdrawals, which makes the current situation unexpected.

At this point, the delay is excessive and there is no clear explanation or timeframe for resolution.

What I am requesting:

- Removal of the "provider verification" restriction  

- Full access to withdrawals  

- Processing of my withdrawal without further delay  

I remain fully cooperative and will provide any additional information or documents if required.

Thank you,

[Redacted]

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Hello,

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 understand the whole situation completely.

• Have you made any successful withdrawals before?
• Are there any documents in your account that are currently pending verification?
• Have you received any communication indicating the status of your latest document submission?

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

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

Dear mprovod,

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,

Attila