What Happened
A player says Bitguruz accepted their request on 10 June 2026 to close their account for good because of a gambling problem. Later they were able to log back in and made three deposits of €41, €39 and €37. They asked the casino for the €117 back and for written proof that the account was closed, and say they got no answer.
How It Developed
- Complaint opened, asking for a full refund and confirmation that the exclusion was enforced.
- The player said the casino had been in touch about a refund.
- The casino said it had approved a full refund but could not send it because the player had not answered its messages for a long time.
- The player confirmed the refund arrived, and the mediator closed the case as resolved.
Resolved
The casino refunded the €117 deposited after the self-exclusion, and the player confirmed receiving it.
What Helped
The complaint got the refund approved, and answering the casino's messages got it sent. If you self-exclude and can still log in, report it at once and ask for written proof that the account is closed.