What Happened
A player says they closed their Bitguruz account for good on 22 September 2026 because of a gambling problem. Their bank then started a security review of five Litecoin payments worth €2,992.07 made the day before, and asked for proof such as an official statement. Locked out of the closed account, the player says three emails and a support chat brought no records.
How It Developed
- Complaint opened. The player asked for a statement of the 21 September payments with amounts, times and IDs, tied to their account.
- The player said the casino then sent a spreadsheet anyone could edit, listing four Litecoin transaction codes, and that this was no official statement.
- The casino said it had quickly sent the crypto movements for the wallet in question, and that it cannot meet requests about a document's format or design.
- The player again asked for an official statement and said they would complain to the casino's regulator.
- The mediator found the casino had acted in good faith and closed the case.
Rejected
Marked resolved, but the mediator sided with the casino. The player got a spreadsheet, not the official statement they asked for.
What Has (and Hasn't) Helped
Download your full transaction history before you close an account, because you may not be able to log in afterwards. When you ask for records, spell out what your bank needs, and expect that a casino may send only raw transaction data.