Crypto Casino Complaints / Bitguruz
Bitguruz: The Complaint Record
15 cases on file · $1,100 in dispute
We have 15 cases on file for Bitguruz, from Casino.guru and AskGamblers, all opened between May and October 2026.
The biggest group, 6 cases, is about gambling harm. Players say they asked Bitguruz to close their account and kept playing, or lost their balance when it did. Two ended with money back: €117 deposited after a closure, and a frozen €500 payout that went out after the mediator pressed Bitguruz. In three, the mediator found no dated request that clearly named a gambling problem, so later losses weren't refunded.
Withdrawals come up in 9 cases. In three, Bitguruz held a payout while, it said, a game provider checked the player's bets. All three players stopped answering, so the holds were never tested. One player says $3,000 arrived hours after a complaint went up. In another case, Bitguruz voided €1,000, saying its terms bar the player from its service, and the mediator agreed.
In short: in several of these cases, the outcome turned on whether the player had asked to be excluded in writing and named a gambling problem.
The Good News in the Cases
- Refunded €117 deposited after a self-exclusion, and the player confirmed getting it
- Paid a $3,000 withdrawal a few hours after a complaint went up, the player says
- Processed a frozen €500 payout after the mediator pressed it, Casino.guru says
The Bad News in the Cases
- In 3 cases, held a withdrawal while a game provider checked the player's bets
- In 3 cases, players say the account stayed open or took deposits after they asked to close it
- Froze a pending €500 payout when the player self-excluded, until the mediator stepped in
Why 7.5 — "High"
- 11 cases have a final result: 4 ended with the player paid, and 7 were rejected by a mediator who found the casino followed its rules.
- When the player was paid, it took about 24 days (middle of the range).
- 3 cases the player dropped and 1 open case don't count yet.
By issue category
Complaint Categories
Account Blocked→Bonus Disputes→Confiscated Winnings→Game Fairness→KYC & Verification→Other Disputes→Self-Exclusion Failures→Withdrawal Issues→All case files
Cases on Record
Bitguruz: Withdrawal Issues · about $1,100A player from Canada says they lost a $150 first deposit at Bitguruz, deposited $400 more and built it to around $1,100 on the dice game without any bonus. Ongoing Bitguruz: Other Disputes · amount n/a
A player says they closed their Bitguruz account for good on 22 September 2026 because of a gambling problem. Rejected Bitguruz: Game Fairness · amount n/a
A player from Austria says that on 18 September 2026, playing a Hacksaw slot at Bitguruz at £0.10 a spin, five scatter symbols landed but the game paid the smaller four-scatter feature. Rejected Bitguruz: Self-Exclusion Failures · €1,800 (refund of €1,675 requested)
A player from Bulgaria says Bitguruz took deposits on 7 and 8 September 2026 and, when they disclosed a gambling addiction and asked to be excluded, closed the account and kept the money. Rejected Bitguruz: Self-Exclusion Failures · C$300
A player from Quebec says Bitguruz support sent him to the settings page to shut his account, where the only option was a break of up to a week; he set one day, was told the next day he was fine, and lost more. Rejected Bitguruz: Withdrawal Issues · €650
A player from Ireland says he turned down the welcome bonus at Bitguruz, hit about €600 on Book of Dead at €5 a spin, lost some of it on a roulette game he says was glitching, and asked to withdraw. Abandoned Bitguruz: Withdrawal Issues · 350 USDT
A player from Argentina says Bitguruz would not let them withdraw winnings from a 25 USDT deposit because the game provider first had to review their bets, and asks why such checks are never done at deposit time. Abandoned Bitguruz: Withdrawal Issues · $169
A player from Germany says a $2 reload bonus at Bitguruz turned into about $180, which they could only withdraw after depositing $25; they put in about $39 and the $180 was paid after roughly an hour of checks. Abandoned Bitguruz: KYC & Verification · €1,000
A player says Bitguruz cancelled two €500 Skrill withdrawals, saying its KYC team needed more information. Rejected Bitguruz: Self-Exclusion Failures · €117
A player says Bitguruz accepted their request on 10 June 2026 to close their account for good because of a gambling problem. Resolved Bitguruz: Game Fairness · $5,000
A player from Ireland says a slot at Bitguruz showed three diamonds, a 2,500x jackpot on a $2 bet, which should have paid $5,000. Resolved Bitguruz: Self-Exclusion Failures · €500
A player from Finland says they requested a 500 euro withdrawal from Bitguruz and, right after, asked for the account to be closed because of a gambling addiction. Resolved Bitguruz: Bonus Disputes · €2,250
A player from Belgium says Bitguruz closed their verified account over rude messages to staff while roughly 2,250 sat in the balance, money they say grew from a weekly cashback of about €1,036 that had already been wagered three times over. Rejected Bitguruz: Self-Exclusion Failures · $500
A player from the Czech Republic says they asked Bitguruz three times on 12 May 2026 to close their account permanently, but the casino kept offering bonuses and left the account open for a week. Rejected Bitguruz: Withdrawal Issues · $3,000
A player says Bitguruz turned down a withdrawal on 10 May 2026 and asked for KYC, though earlier cashouts had gone through without it. Resolved