Bitguruz: Account Blocked

3 cases on file where Bitguruz closed or blocked an account with money involved. A player from Bulgaria says Bitguruz closed two accounts and kept their deposits after they disclosed a gambling addiction.

The mediator found no dated self-exclusion request to Bitguruz from the first account, and the €1,675 refund wasn't pursued. In another, Bitguruz froze a pending €500 payout when the player self-excluded; Casino.guru says it went out after the mediator pushed back.

In the third, Bitguruz closed an account over rude messages to staff with about €2,250 inside. Game logs showed the cashback bonus behind it wasn't fully wagered, and the mediator sided with Bitguruz.

• Withdraw your balance before you disclose a gambling problem or ask to close the account.
• Keep a dated copy of any message in which you ask to be excluded.
• Ask the mediator to get the game log and wagering counter if the casino says a bonus wasn't finished.
• Keep messages to staff polite — one account was closed over rude messages.