Bitguruz Casino - general discussion

If you want to discuss anything related to Bitguruz Casino, such as its games, bonuses, payment methods, issues with your account, responsible gambling features, or anything else, you can do so here.

Hello, I used the responsible gaming program on the site, but they still reopened my account. I also reported my gaming problems, but despite this, the responsible gaming program isn't being taken seriously, and I haven't been able to protect myself any further. I'm waiting for their response on this matter.

Hello, I am very sorry to hear that. May I ask what specifically you requested and why the casino reopened your account? How long have you been waiting for their response? 

Issues regarding responsible gambling should always be taken seriously.

Hello, it's been a week since I've been waiting for a response. I filed a complaint and reported my gaming problems, but I couldn't reopen my account after a week simply by asking. Now my account is permanently closed because I said I was going to file a complaint.

So, do you want to close your account permanently or not? I don't know if it's a translation issue, but from what you're writing, it sounds like you want to reopen your account. Is that right or not? 

No, my account is closed, but it has been reopened twice in a row due to gambling addiction. The casino responded to me, but they do not take responsibility for responsible gambling, so I am claiming my deposits from before this closure.

Hello, my complaint, filed by Mrs. Katarina Duboak, has gone unanswered for 7 days. Could you please help me, as I have received no response?

I have not received a response from Casino Guru

Yes, you're right. 

Katka will definitely reply as soon as possible, so you don't have to worry that she'll forget about you. 

So, when we talk about the case itself, when you closed your account for the first time, was it because of gambling addiction, and did you explain this exact reason to the casino? Why did they reopen it for you? Did you insist that they do so, or did they do it on their own? 

Yes, I reported my gambling problems the first time. The second time, I used self-exclusion without the possibility of reopening. They reopened my account simply by asking me. I explained this to the casino, but they're pretending nothing happened and telling me the account was closed. I sent the evidence to your colleague.

Sorry, your site has translation problems.

I think my account should never have been reopened if they had taken responsible gambling seriously. I would like the casino to provide proof of my deposits.

Now he's no longer taking responsibility

Your colleague has received the information

I have a gambling problem that I don't know how to manage. I used Gamban to try and stop myself, but I managed to get around it. I play at a lot of online casinos, and it's a nightmare. I don't know how to get help, but when I talk to my psychologist, I just want to gamble even more. It's a sad reality, and I regret ever having been into online gambling.

Casinos don't respect players' problems; thankfully some are very reputable, but Bitguruz is not serious when it comes to responsible gaming.

So if you described that you have a gambling problem and the casino closed your account, then it shouldn't have reopened it, that's clear. I think that cases like the ones I mentioned and the ones you mentioned should be taken seriously. I know that it is sometimes difficult for the casino because it is necessary to clearly emphasize to the player whether it is just a matter of closing the account or gambling addiction.

We will see how your case progresses.

Thank you for your replies. I will patiently await Ms. Katarina's response. Have a good day.

Hello, if I may step in, I would like to say that this path is extremely difficult and there is no tool that would ultimately help you avoid every casino. 🙁 few tips I gathered thus far:

A good approach is to distribute your efforts effectively by setting blocks or limits on each payment option you use. It would be cool to reduce the options beforehand. Ask someone close to help you manage accessibility to your funds.

Block your current phone number and go for a new one, and do the same for emails you used for casino registrations. Cut all the channels through which you're getting promotions for casinos. When it comes to browsing online, set parental protection filters—that could help avoid some gambling sites. As you can see, it is mainly about you and your ability to fight. However, with the support of your closest friends and family, you can manage this, step by step.

Sharing truly helps, so find a supportive community, help centers, and therapists. Anyone who can help you when the urge strikes: https://casino.guru/responsible-gambling-guide/problem-gambling-help-centers 👈

I honestly hope some suggestions will help you a bit.

This is indeed a smart choice.

In case you would like to talk more in a forum outside the casino's offers, we have such a place:

https://casino.guru/forum/responsible-gambling 👈

Have a good day too. 🙏