What Happened
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. They say cashback emails then led them to open a second account that evening with identical details, deposit €25, build €150 and disclose the addiction again, with the same result. They wanted €1,675 back and argued the casino lacks a Bulgarian licence. The mediator found no dated proof of the first disclosure and would not consider licensing.
How It Developed
- 2026-09-10Complaint opened. The mediator asked which emails were used for each account, when the addiction was first disclosed, how the casino replied, and for all the messages by email.
- 2026-09-11The player said the first disclosure was in the early hours of 8 September and the second account followed promo emails that evening; they also quoted the casino's own policy on blocking addicted players and restricted countries.
- 2026-09-28The mediator said the screenshots showed an undated closure request from the second account only, asked for the dated first-account request, the casino's answer and the promo emails, and said licensing questions are outside Casino.guru's remit.
- 2026-10-05The player sent more material by email.
- 2026-10-12The mediator found it showed the player telling Bitguruz about an exclusion at a different casino, not a dated self-exclusion request at Bitguruz itself, and said the responsible gambling claim could not proceed without that. The case was closed the same day.
Rejected
The mediator never saw a dated self-exclusion request to Bitguruz from the first account, and Casino.guru does not rule on licensing, so the €1,675 refund was not pursued.
What Has (and Hasn't) Helped
Nothing recovered the deposits. The missing piece was a dated message to Bitguruz, from the first account, saying plainly that the player had a gambling problem and wanted to be excluded, together with the casino's reply. Keep that exchange; telling a casino you are excluded elsewhere does not count.