What Happened
A player from the Czech Republic says they asked Bitguruz three times on 12 May 2026 to close their account permanently, but the casino kept offering bonuses and left the account open for a week. They say they deposited and played until 19 May, losing about $500, and that the casino refused a refund once it finally closed the account. The player admits replying to some bonus offers on 14 May but says they never withdrew the closure request.
How It Developed
- 2026-05-20Complaint opened with screenshots of the closure requests, the bonus chats, the later deposits and the refusal.
- 2026-05-21The mediator explained the difference between closing an account and self-exclusion and asked for the reason and the emails; the player sent them.
- 2026-05-27Closed: the requests did not state a gambling problem, so the mediator can't treat it as a failed self-exclusion or ask for a refund; it gave a template request and links to help services.
Rejected
The mediator found no self-exclusion request naming a gambling problem, so the $500 in later losses stayed with Bitguruz.
What Has (and Hasn't) Helped
A closure request that doesn't mention a gambling problem isn't a self-exclusion, and the mediator won't order a refund on it. Put self-exclusion for gambling addiction in the subject line and keep the email.