What Happened
A player says Bitguruz cancelled two €500 Skrill withdrawals, saying its KYC team needed more information. They say they sent their ID, bank records, an address document, a work contract and papers on where their money came from, and each time a new request followed. The player says no one replied after the last document and that they used no bonus.
How It Developed
- Complaint opened. The player asked for verification to be finished and the withdrawal paid, or a written reason.
- The casino said its checks showed the player belongs to a group its terms bar from playing: staff, contractors and their close family. It cited a rule that allows closing such accounts and voiding winnings, and sent its proof to the mediator privately.
- The mediator found the casino had acted within its terms and closed the case, pointing the player to a regulator or ADR body.
Rejected
The casino says its terms bar the player from its service, and the mediator agreed. Nothing was paid.
What Has (and Hasn't) Helped
The dispute turned on who may play, not on the documents. Check a casino's terms for barred groups, such as its staff, contractors and their close family, before you deposit, because winnings on such accounts can be voided.