Bitguruz: Self-Exclusion Failures

6 cases on file where players say they told Bitguruz about a gambling problem or asked it to close their account.

Two ended with money back: €117 deposited after a closure the player could still log into, and a €500 payout Bitguruz froze when the player self-excluded, which went out after the mediator pressed it.

In three, the mediator found no dated request to Bitguruz that clearly named a gambling problem, so later losses weren't refunded. In one of those, the player had told Bitguruz about an exclusion at a different casino, which didn't count.

In the last, Bitguruz closed the account minutes after the player's email about addiction, which the mediator found was in time.

• Say plainly in writing that you have a gambling problem and want to be self-excluded, and keep the email with its date.
• Ask Bitguruz itself to exclude you — telling it you're excluded at another casino didn't count in one case.
• Withdraw your balance before you self-exclude — a pending €500 payout froze in one case.
• Report it at once if you can still log in after closing an account, and ask for written proof of the closure.