What Happened
A player from Ireland says he turned down the welcome bonus at Bitguruz, hit about €600 on Book of Dead at €5 a spin, lost some of it on a roulette game he says was glitching, and asked to withdraw. He then got an email saying a game provider was checking his bets, and the withdrawal was cancelled. With no bonus and no wagering, he could not see what there was to check.
How It Developed
- 2026-08-27Complaint opened; the player expected a dispute because a small deposit had turned into a decent win.
- 2026-08-28The mediator asked whether the provider check had concluded, whether ID had been requested, and whether any bets other than the €5 slot spins were placed.
- 2026-09-04No reply; 7 more days given.
- 2026-09-11The complaint was closed because the player stopped responding. It can be reopened.
Abandoned
The player stopped responding before saying how the provider check ended; the casino was never asked.
What Helped
Nothing was tested: the player never answered the mediator's three questions. Keep the casino's emails about the provider check, answer the mediator promptly, and come back with the casino's final answer if the withdrawal stays cancelled.