Self-Exclusion Failures: €500 at Bitguruz

What Happened

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. The casino closed the account but froze the pending payout along with everything else. Bitguruz told the mediator that an addiction declaration triggers a full responsible-gambling block on all financial activity, and twice said the decision stood. The mediator argued that voiding an addict's balance punishes self-exclusion. The player then marked the case resolved, and Casino.guru's summary says the withdrawal was processed.

How It Developed

• 2026-05-26Complaint opened; the player also noted the site's loss-limit tool was said to be unavailable.
• 2026-06-02Bitguruz said the player had raised addiction concerns on 19 May and made an explicit statement on 25 May, after which the account was permanently restricted under its policy.
• 2026-06-22Bitguruz explained the withdrawal, requested on 25 May, was caught by an automatic freeze applied with the restriction and said this was not a discretionary decision.
• 2026-06-23A resolver asked management to reconsider, saying funds should go back to the player alongside a self-exclusion closure or players will avoid asking for help.
• 2026-06-30Bitguruz publicly upheld its decision, adding the player had earlier asked what would happen if they declared addiction and had denied doing so at that time.
• 2026-06-30Hours later the player marked the complaint resolved and the case was closed; the summary says the final withdrawal was paid.

What Helped