Bitguruz Casino - Player's withdrawal process is delayed.

So basically they claim that their withdrawal process is instant and firstly when I deposited crypto it took like 5 minutes to withdraw it was a small amour like 400 usdt then i won like 3000 usdt and they keep deleying me over and over so it s pretty strange to me first they ask only for passport then after I sent that 3 days later the ask me for some selfie with account without specifying what account exactly I need to take my selfie with second they ask me for proof of adress without even telling me what kind of document they do accept for proof of adress . So it s basically trying to delay over and over again so you gamble and lose your money

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you submitted the selfie and proof of address to the casino yet?

For the selfie with your account visible, please make sure to take a photo showing your face and your device with your casino profile open on the page containing your personal information. Ensure that the details on the casino website are easily readable and that your face is fully visible.

A proof of address is usually a utility bill issued within the last three months.

• Has the casino specified their requests for these documents in your most recent communications?
• When was the last time the casino communicated with you regarding the verification of your account?
• What types of games did you play to accumulate the winnings you are trying to withdraw?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

I gambled away all the money it was 3500 USD I asked them repedtly to let me withdraw and do the kyc i submitted each and every single document and they took 3 days where i emailed them over and over again to ask them to verify and they just tell you to wait 5 days they didn’t even try to put a limit on my account they waited just in the hope that I ll gamble it away and I did this is a scam casino

Plus I took a break 2 times for 3 and 2 days in the hope these guys will approve my documents or atleast look at them and they didn’t they didn’t just so I could gamble everything away that s what their strategy is

And they just approved everything right now look

Hello,

Thank you for providing additional information regarding your case. I understand that waiting for verification can be frustrating. However, the KYC process is a standard procedure in all online casinos, and it is common for the casino to request additional documents and take several days to review them. While delays are not ideal, they do not automatically indicate any wrongdoing, especially if the casino continued communicating with you and eventually approved your documents.

Most importantly, as you confirmed, you continued to play and lost your balance while waiting for the verification to be completed. Unfortunately, once the funds have been used for gameplay, we are not able to request a refund, as players are responsible for their activity on the account. For these reasons, we are unable to hold the casino responsible for the losses incurred.

We will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.

Best regards

Veronika