Bitguruz Casino - La cuenta del jugador no ha sido cerrada.

Ladies and Gentlemen

I hereby formally file a complaint against your casino.

At the time of the events described below, I was actively self-excluding due to gambling addiction. Despite this clearly effective self-exclusion, I was able to:

to successfully log into my player account,

to deposit money into my account

and your casino has actively accepted this deposit.

I have received an email confirmation from your casino regarding the successful deposit, which I can present at any time.

This constitutes a serious violation of applicable player protection and responsible gambling regulations. Active self-exclusion must ensure, both technically and organizationally, that logins, deposits, and participation in games are completely prevented.

After contacting your support, I was not only refused a refund of the amount paid, but the support staff also acted unprofessionally and unhelpfully. Despite repeated requests, no constructive solution was offered.

My demand

Full refund of the amount paid in during the active self-exclusion period.

Written statement,

why the self-exclusion technically failed

and why deposits were still accepted

Confirmation that my account is permanently and irrevocably blocked.

Should no solution be found within a reasonable timeframe, I expressly reserve the right to forward the case to the relevant gambling supervisory authority, licensing authority, and external complaint bodies.

Sehr geehrte Damen und Herren,

hiermit reiche ich formell Beschwerde gegen Ihr Casino ein.

Zum Zeitpunkt der unten beschriebenen Vorgänge bestand bei mir ein aktiver Selbstausschluss aufgrund von Glücksspielsucht. Trotz dieses eindeutig wirksamen Selbstausschlusses war es mir möglich:

mich erfolgreich in mein Spielerkonto einzuloggen,

Geld auf mein Konto einzuzahlen,

und Ihr Casino hat diese Einzahlung aktiv angenommen.

Eine E-Mail-Bestätigung Ihres Casinos über die erfolgreiche Einzahlung liegt mir vor und kann jederzeit vorgelegt werden.

Dies stellt einen schweren Verstoß gegen geltende Spielerschutz- und Responsible-Gambling-Vorgaben dar. Ein aktiver Selbstausschluss muss technisch und organisatorisch sicherstellen, dass Login, Einzahlungen und Spielteilnahme vollständig unterbunden sind.

Nach Kontaktaufnahme mit Ihrem Support wurde mir nicht nur die Rückerstattung des eingezahlten Betrags verweigert, sondern der Support trat zudem unprofessionell und nicht hilfsbereit auf. Eine konstruktive Lösung wurde trotz mehrfacher Nachfrage nicht angeboten.

Meine Forderung

Vollständige Rückerstattung des während des aktiven Selbstausschlusses eingezahlten Betrags

Schriftliche Stellungnahme,

warum der Selbstausschluss technisch nicht gegriffen hat

und warum dennoch Einzahlungen akzeptiert wurden

Bestätigung, dass mein Konto dauerhaft und unwiderruflich gesperrt ist

Sollte innerhalb einer angemessenen Frist keine Lösung erfolgen, behalte ich mir ausdrücklich vor, den Fall an die zuständige Glücksspielaufsicht, Lizenzbehörde sowie externe Beschwerdestellen weiterzuleiten.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear maddie24,

Thank you for taking the time to submit your complaint. I sincerely regret to learn about your negative experience. I checked the General T&Cs and I found this:

6.9. Please remember that betting is purely for entertainment and pleasure and you should stop as soon as it stops being fun. Absolutely do not bet anything you can't afford to lose. If you feel that you may have lost control of your gambling, we offer a self-exclusion option. Just send a message to our Customer Support Department using your Registered Email Address that you wish to SELF-EXCLUDE and this request will take effect within 24 hours from the moment of its receipt. In this case your account will be disabled until your further notice, and you won't be able to login to it.

Could you please forward the account closure requests you sent to the casino to my email at kristina.s@casino.guru? Do I understand correctly that you still have access to your casino account?

Thank you very much for your cooperation.

Best regards,

Kristina

Hi Kristina,

I sent you the self-exclusion email dated December 20th.

The account was still open until a few days ago, and I was able to deposit €500. The casino confirmed that my self-exclusion from December 20th was active, but the account wasn't actually blocked until the day before yesterday (January 2nd, 2026) – after the €500 deposit.

Hi Kristina,

die Selbstsperre-Mail vom 20.12 habe ich an Sie gesendet.

Das Konto war bis vor ein paar Tagen trotzdem offen und ich konnte 500€ einzahlen. Das Casino hat bestätigt, dass meine Selbstsperre vom 20.12 aktiv ist, aber der Accoubt wurde erst vorgestern (2.1.2026) tatsächlich gesperrt - nach 500€ Einzahlung.

Dear maddie24,

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,

Kristina

Hello maddie24, 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.

I’d like to invite a representative of Bitguruz Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. 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 Player, your account were closed within 24 hours after your request and reporting gambling addiction.

Having in mind this crypto wallet address were released and no longer monitored by our system. Looks like you were able to deposit to the same crypto address at your own discretion.

We can not physically prevent you from depositing crypto, we do not control cryptocurrencies.

Saying that we do confirm your account is closed, and we are unable to recover funds sent to address that is no longer belong to us.

im attaching screenshot showing your latest processed deposit on 20th, and your exclusion email received in 21st.

Best regards,

BitGuruz Casino

I have already provided Casinoguru with evidence that the account was indeed still usable after December 21st, and that deposits were officially received and confirmed by them via email. This contradicts their statement. It is simply false that the account was blocked after December 21st. PS: Despite my self-exclusion, they continue to send me promotional emails daily, even though I have unsubscribed.

Just as proof of their reliability.

I have never experienced such unfriendly and arrogant customer service. And I have (unfortunately) a lot of experience.

Ich habe Casinoguru schon Beweise zur Verfügung gestellt, dass sehr wohl nach 21.12 das Konto noch nurzbar und such Einzahlungen offiziell eingegangen und per Mail von ihnen bestätigt wurden. Das widerspricht ihrer Darstellung. Es ist schlichtweg falsch, dass das Konto nach 21.12 gesperrt war. PS: Sie senden mir trotz Selbstsperre täglich Werbemails, trotz Abmeldung.

Nur als Beweis ihrer Seriösität.

Ich habe auch noch nie so ein unfreundliches und arrogantes Verhalten eines Kundendienstes erlebt. Und ich habe (leider) viel Erfahrung.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Matej,

Dear Casino Guru team,

Thank you for the opportunity to clarify this matter. We appreciate Casino Guru’s involvement and would like to provide a precise, factual explanation based on our internal logs and procedures.

1. Timeline and self-exclusion handling

The player’s self-exclusion request was received on December 21, 2025.

In accordance with our Terms and Responsible Gambling procedures, the account was administratively closed within the stated 24-hour window after receipt of that request.

From that moment onward, the account was marked as closed in our back-office system and no further gameplay was permitted.

We have already shared timestamped internal records with Casino Guru demonstrating:

the exact time the self-exclusion request was received, and

the subsequent status change applied to the player’s account.

2. Crypto deposits after account closure

BitGuruz operates as a crypto-based platform. Once an account is closed:

the associated crypto deposit address is released and is no longer actively monitored or controlled by our system;

any blockchain transfer sent to a previously used address is executed unilaterally by the sender, without technical interaction or approval from the casino.

For clarity:

a blockchain transaction cannot be "accepted" or "rejected" by a casino in the same way as card or bank payments;

the casino does not initiate, approve, or confirm such transactions once the account is closed;

blockchain confirmations and automated emails may still occur at protocol or system level, but they do not indicate account reactivation, gameplay access, or casino authorization.

As such, the transfer made after account closure was initiated solely by the player, outside of any active player account relationship, and cannot be reversed or recovered by the casino.

3. Account access and current status

The player’s account is closed.

The account is now permanently blocked and cannot be reopened.

No further gameplay, deposits, or withdrawals are possible.

4. Promotional emails

We acknowledge the concern raised regarding promotional emails.

Marketing subscriptions are handled via a separate mailing system, and unsubscribes may not always be instantaneous. We confirm that:

the player has now been fully removed from all marketing lists, and

no further promotional communication will be sent.

5. Refund request

Given the above facts:

the casino did not technically or administratively enable deposits after self-exclusion;

the funds were transferred directly on the blockchain after account closure, outside the casino’s operational control;

therefore, a refund is not technically or legally possible.

6. Final position

BitGuruz Casino acted in accordance with:

its published Responsible Gambling policy,

its Terms & Conditions,

and the technical limitations inherent to cryptocurrency transactions.

We remain fully cooperative and have provided all relevant evidence to Casino Guru.

Our position on this case is final.

Should Casino Guru require any additional internal logs or clarifications, we remain available via private correspondence.

Kind regards,

BitGuruz Casino

Casino Representative

Dear Matej,

Dear Casino Guru team,

Further to our previous response, we would like to provide a clear technical explanation regarding the deposit confirmation email referenced by the player.

How deposit confirmation emails are generated

BitGuruz operates on a blockchain-based deposit architecture. Deposit notification emails are generated by an automated system event, not by manual approval or active acceptance by the casino.

Specifically:

when a cryptocurrency transaction is detected on the blockchain to an address that was previously associated with a player account,

the system automatically registers the on-chain confirmation event (e.g., network confirmations),

and a system-level notification email may be triggered to inform the user that a transaction has been detected on the blockchain.

This process is purely informational and reflects:

a blockchain confirmation,

not an approval of gameplay,

not account reactivation,

and not acceptance of funds into an active player balance.

Account status vs. blockchain notifications

It is important to distinguish between:

account status (open / closed / self-excluded), which is enforced at platform level, and

blockchain events, which occur independently of account status.

Once the player’s self-exclusion was applied and the account closed:

the account could not be used to play;

deposits were not credited to an active balance;

no wagering activity was possible.

However, blockchain networks do not recognize concepts such as "self-exclusion" or "account closure". Any transfer initiated by the sender will still:

be confirmed by the network,

be visible on the blockchain,

and may trigger automated system notifications.

Why this does not constitute a breach

The presence of an automated email:

does not mean the casino allowed a deposit,

does not override self-exclusion,

and does not indicate operational acceptance of funds.

The casino did not enable deposits, did not prompt the transaction, and did not provide gameplay access after the self-exclusion was applied.

Preventive measures

We acknowledge that such automated notifications can cause confusion in self-exclusion cases. As part of ongoing system improvements, we are reviewing:

clearer wording of blockchain notification emails,

additional safeguards to suppress non-actionable emails for closed accounts.

Conclusion

The delivery of a deposit confirmation email resulted from an automatic blockchain detection mechanism, not from any manual action or policy breach by BitGuruz Casino. The account remained closed, and the casino did not facilitate or benefit from post-exclusion gameplay.

We trust this clarifies the technical aspect of the email delivery.

Should further details be required, we remain available.

Kind regards,

BitGuruz Casino

Casino Representative

I understand most of the casino's points, but not the main one: after receiving the deposit confirmation email, it was possible to actively play with the account and the €500 (!) and I even managed to turn that €500 into almost €800. This fundamentally contradicts the casino's account, and they're concealing this fact, even though it's clearly documented in their logs. For me, this matter is now closed. However, I insist that it be marked as "unresolved" here, as that is the fact.

I insist on being allowed to write a negative review afterward. The way I was treated by the casino as an addict is absolutely unacceptable and every customer should know this.

Ich verstehe die meisten Punkte aus Sicht des Casinos, jedoch den Hauptpunkt nicht: es war nach der Einzahlungs-Bestätigungsmail möglich mit dem Konto und mit den 500€ aktiv zu spielen (!) und ich habe auch aus den 500€ knapp 800€ gemacht. Das widerspricht der Darstellung des Casinos elementar und dies verschweigen sie auch, obwohl sie es eindeutig in ihren Protokollen sehen. Für mich ist das Thema aber hiermit auch beendet. Ich bestehe jedoch darauf, dass es hier als „ungelöst" markiert wird, da es faktisch so ist.

Ich bestehe ebenso darauf danach eine negative Review verfassen zu dürfen. Wie ich vom Casino als Suchtkranker behandelt wurde ist absolut untolerierbar und sollte jeder Kunde wissen.

"The casino did not allow deposits, did not initiate the transaction, and did not grant access to the games after the self-exclusion was activated."

This is factually incorrect.

„Das Casino hat Einzahlungen nicht ermöglicht, die Transaktion nicht veranlasst und nach Aktivierung des Selbstausschlusses keinen Spielzugang gewährt."

Dies ist faktisch falsch.

We respect the player’s right to express their opinion publicly.

Public discussion of such cases also helps raise awareness and reinforces our position that players who identify themselves as having gambling addiction should not play, and should make use of self-exclusion and support tools instead.

In this sense, it helps ensure that vulnerable players are discouraged from joining and directed toward responsible alternatives.

However, we stand by the factual accuracy of our records and our compliance with responsible gambling procedures.

This concludes our position on the matter.

Kind regards,

BitGuruz Casino

Casino Representative

The public discussion only serves to reinforce my position and underscores the importance of platforms preventing gambling after self-exclusion. I think everyone can form their own opinion.

My sincere plea: avoid this casino!

Best regards.

Die öffentliche Diskussion trägt eher dazu bei meine Position zu bekräftigen und untermauert die Wichtigkeit von Plattformen nach Selbstausschlüssen das Spielen zu verhindern. Ich denke jeder und jede kann sich selber ein Bild machen.

Mein aufrichtiger Apell: meidet dieses Casino!

Liebe Grüße.

„We acknowledge the concern raised regarding promotional emails.

Marketing subscriptions are handled via a separate mailing system, and unsubscribes may not always be instantaneous. We confirm that:

the player has now been fully removed from all marketing lists, and

no further promotional communication will be sent"

Today I received a mail again. Just to show how this casino acts and works.

I would liek to thank both sides for the extra information, it is cery helpful for this case.

Dear maddie24, can you send me the promotional e-mail you have received on 24/01 as an attachment to matej.l@caisno.guru, please? Also, do you have any screenshots or some other proof of being able to log in and play in the casino account after the self-exclusion claimed by the casino? Thank you.

Dear maddie24,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hehe,

I just forwarded the email. It arrived brand new again.

Regards

Hi hi,

hab die Mail soeben weitergeleitet. Kam wieder ganz frisch an.

Lg

Hi Matej,

I just received the information that your mail adress isn‘t correct?

Here a Screenshot:

My apologies, maddie24, seems like I made a typo when posting my mail address. The correct version is: matej.l@casino.guru

Screenshots above unfortunately do not show dates, which is crucial for any piece of evidence.

Dear Bitguruz Casino, I would like to ask for disabling all the marketing communication towards the player - for both e-mail and phone - and confirming once done.

I would also like to ak to address the player's claims that the supposedly self-excluded account was still accessible and that the player was able to turn a 500 deposit into 800 balance. Any supporting evidence can be sent to me directly via e-mail. No sensitive information or system screenshots will be shared or forwarded. Thank you.

Disabled.

Thank you.

Thank you for the confirmation, much appreciated :)

I would also like to ak to address the player's claims that the supposedly self-excluded account was still accessible and that the player was able to turn a 500 deposit - that the casino claims never receiving - into 800 balance. Can you please share some details and your standpoint on this? Any supporting evidence can be sent to me directly via e-mail. No sensitive information or system screenshots will be shared or forwarded. Thank you.

Dear Matej, doesn’t looks like we do have any gameplay activities on the player account after it was closed.

@Bitguruz: that's simply a lie.

@Bitguruz: das ist schlichtweg gelogen.

Dear maddie24, do you have any screenshots or videos of yourself accessing the account and playing after the established date? Or do you at least know the dates and approximate times when you were playing?

For sure, I deposited 500€, 3.1.2026, 23:28 and played then till around 00:30, 4.1. Then Bitguruz blocked me and refused to pay out 800€. The self exclusion was confirmed a few weeks earlier, so I shouldn‘t be able to login and deposit at this time. I sent you screenshot about the deposit before and beliebe me, I didn‘r remember the crypto adress to deposit, so I needed to login and it was easy possible (with an active self exclusion).

Sidefact: I wrote in December the Bitguruz support that I have a gambling addiction and want to close my account. They asked if I have a drug addiction and the agent made fun about the whole topic. Such a no go.

I have no screenshot because I didn‘t expect this all.

Dear everyone, we consider this case closed.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Matej, we do not have any gameplay activities on the player account after it was closed.