Bitguruz Casino – anmeldelse

Dear Nuh Ali Corap,

Thank you for your feedback, and congratulations once again on your win.

We’re genuinely sorry to hear that you were dissatisfied with your experience, and we would like to clarify the situation transparently.

Please note that your withdrawal request was submitted during a weekend and followed by official public holidays. Unfortunately, due to non-working banking days, the processing time for card withdrawals was slightly longer than usual. This information was communicated to you from the very beginning and is also publicly and transparently stated on the Casino’s website, including a full list of weekends and public holidays throughout the year. You were repeatedly informed of this, screenshots were provided, and direct links were shared for your reference.

It’s also important to highlight that cryptocurrency withdrawals are processed instantly, which was clearly explained to you as an available alternative.

At no point were you left without information or support. In addition, a personal manager was assigned to you, who stayed in contact with you throughout the entire holiday period and personally monitored your withdrawal. You were kept informed of all timelines - timelines you were already aware of - and your manager also arranged prioritization of your withdrawal immediately after the holidays ended.

As a gesture of goodwill and understanding of the holiday situation, loyalty bonuses were credited to your account. Initially, you accepted this with understanding and used the bonus. However, before the process and holidays had concluded, you chose to change your decision.

We would also like to remind you that communication within the casino must remain respectful toward both players and our staff. Unfortunately, during the holiday period, our Live Chat support team encountered disrespectful language and offensive behavior, which is unacceptable.

We always strive to treat our players fairly, transparently, and with respect, and we expect the same in return.

Kind regards,
BitGuruz Support
bitguruz.com | [email protected]

Dear Valued Client,

Thank you for your message. We would like to sincerely apologize for the misunderstanding that occurred due to an exceptionally high volume of requests on that day.

At the same time, our Quality Control Department immediately noticed that you were dissatisfied with the interaction. Within 7 minutes, an email was sent to you with our apologies and an offer to personally address all questions that may have remained unanswered in the Live Chat. Unfortunately, we did not receive a response from you at that time, nor have we heard back since.

Please be assured that we closely monitor the quality of our customer service and always strive to resolve any issues as quickly and effectively as possible. We remain fully open to communication and would be very grateful if you chose to contact us.

You can reach us at any time via email at [email protected]
We would genuinely welcome the opportunity to clarify the situation, address your concerns, and make every effort to improve both the service provided and your overall impression.

Your feedback is extremely important to us, and we sincerely aim to ensure that your experience with us is positive in every respect.

Kind regards,
Quality Assurance Team
BitGuruz

Dear Valued Client,

We sincerely thank you for your review. Your opinion is very important to us, and we truly appreciate you choosing BitGuruz Online Casino!