Bitguruz Casino - general discussion (page 2)

Thank you, Ms. Radka, for your help and information ❤️

Anytime, it must be a very demanding situation, but you are not alone here. 🙌

I attempt to use the first deposit bonus however, the minimum deposit is $30 and although according to Moon pay, $30 were supposed to be deposited after fees, my account showed $28 and some change.

I then contacted customer service and the first rep stated that, since it was my first deposit, he will go ahead and add the bonus....

I thought oh how nice is that? I was wrong. Yes he applied the bonus and then some. Instead of the original x30 wager... He made it x60

Without spending a dime or using any of the free spins, I contact them right back less than 2 minutes it took.

The second rep tries to gaslight me and says that this------- Wager(deposit+bonus) : x30 .......

Actually meant that the deposit and bonus were "x30 each, which makes 60."

I ask him to escalate my issue to a supervisor...

He refused.

And then....... I pretended to be someone that was sent to test him and that his company already knew he has a pattern providing poor customer service.

I even left a fake case number while eating the service he provided. 😂😂

I've gotta say. That shit was worth more that 28 dollars he screwed me over for😂

I am including screenshots. 🫡😂

Hi, interesting story. 

As for the bonus, which is the whole point, did you look at any terms and conditions that might indicate how it really works? Sometimes, not everything is written about the bonus you want to take. Of course, if they added wagering requirements that they came up with just for the deposit, that would be pretty sad, but I know that information about bonuses is sometimes written in general terms. 

This casino disappeared without the complaint have been completed and I have reviewed about their bad practices and my review approved but casino left with no explanations. Casinoguru recommended this casino for 8.3 rating ,after players lodge the complaint they gone and now casinoguru says contact the regulator and they are not responding to players directly.. what a casino..🤣🤣

To be honest, I don't know if I understand what you're saying. As for complaints, I saw five or six about the casino, of which one was resolved, two were rejected, and two are in progress. Where did you file your complaint? I don't see any from you, so I don't know what you're talking about.

Hi

i made a review about this casino and I can’t able to see my review. I need to know where is this casino gone and not display any more in casinoguru..

I can see your review. As for not being able to see the casino, it's probably because some things are changing and we can't display all casinos in every country. It's quite possible that some regulations and such are changing. However, if you have the option to use a VPN on our site, you can do so and you will be able to see all casinos.🙂

I won approximately $4,800 at this casino, but it has turned into a total nightmare.

When I tried to withdraw my funds, the withdrawal page instructed me to contact support. I have sent three emails so far, but I have received absolutely no response.

To make matters worse, I can no longer log into my account. It repeatedly says "incorrect password," and even after resetting the password, I am still locked out. They have effectively stolen my money.

This site is a scam. They were previously listed on the CasinoGuru community, but they have since removed their information and are now hiding to avoid official complaints.

Do not deposit any money here. Stay away!

Hello, I am sorry to hear about what happened to you, and I think that this matter requires immediate resolution. If you do not know what happened and the casino has blocked you, or you cannot access your account and no one has contacted you after you wrote to them, then this is not right. 

Please file a complaint about this situation, unless you're mistaken and it's not the same case you already filed a complaint about, which is with Betfury Casino.

We'll try to help.

They may be looking at the complaints I made here and on Trust Pilot. They finally replied after my third inquiry. However, they only asked me to do KYC verification without explaining why I can't log in to my account.

They say they need a bank certificate, so it will take some time, but I will report any progress.

Good day to you,

Thanks for the update; we will both be here for the next one. I understand it is challenging and perhaps harder to accept. In some cases the casino blocks the account mainly to perform the KYC, but it should have been communicated clearly.

Hopefully it won't take long. 🤞

I have a stuck round in a PG Soft game, and they just refunded the bet, and the game is still not loading, but I was winning on that accumulating spin, and now they say the bet is voided but cannot open the game to verify with the PG Soft spin verify option to see what happened to that bet. Pgsoft, a provider of slots, has a verify spin option in the game, but the slot isn't opening and is getting errors.

Hello,

I want to ask if anyone has had a similar experience with Bitguruz Casino.

I currently have over $1500 in my account, but I am unable to withdraw. The cashier shows a message that my bets are under "provider verification", and withdrawals are not available.

This has now been ongoing for more than a month.

During this time, the casino asked me to provide additional verification documents, including proof of income, which I have already submitted. They confirmed that the bet review has been completed, but the withdrawal is still blocked and the same message remains in the cashier.

Before this issue, my experience with the casino was very good, including fast withdrawals, so this situation is quite unexpected.

I would like to ask:

Has anyone experienced a similar "provider verification" process?

How long did it take to resolve?

Is this something that is handled by the casino or the game provider (such as Pragmatic Play, etc.)?

Any advice would be appreciated.

It is known that when it comes to the checks from the game provider, it can take a bit longer, but to wait over a month is really a lot, for sure.

Have you tried to get in touch with the casino to get some explanations, though?

I believe that you should file a complaint here also for this casino, so our team can check it out.

Thank you for your reply.

Yes, I have been in contact with the casino and provided all requested documents, but I have not received any response to my last email and the withdrawal is still blocked.

I will submit a complaint so your team can take a closer look.

Our complaint team will review it as soon as possible.

Update:

The issue has now been resolved.

Withdrawals are enabled again and I was able to successfully withdraw my funds, which were processed very quickly.

The casino also provided additional compensation for the delay.

Thank you to everyone for the advice.

I'm glad for this ending to the story.

Will you still play there?

Yes, I will play there as overall it's really the one of the top casinos, at least for my country. They have my favourite games, have a very friendly VIP manager, lots of very big bonuses and fast withdrawals. As long as this doesn't happen again, but to be fair I think it wasn't the casinos fault as it said "provider verification" and the casino has no control over game providers.