Bitguruz Casino – generel debat (side 3)

I'm glad that you look at it this way, and I also hope that everything will be ok from now on.

Whenever you feel to come nd inform us about how things are there, please do so.

Hello Bitguruz, Since I am not receiving any replies to my emails, I am going to try reaching out publicly. My account has been closed, and I would like to know the reason why. I only received an email stating that I had violated your terms, but I am very curious to know exactly what mistake I made—especially since I am being completely ignored.

Hello, so the casino hasn’t told you anything at all about why your account was blocked?

It would be good to clarify a few things, so I have some questions for you.

Did you play here using any bonus?

When the casino told you that you violated certain terms, which specific clause did they mention? What exactly did it say?

I’ve played through quite a few bonuses—they kept bombarding me with them, and the offers were truly absurd; they essentially forced me to keep making deposits. That brings me to the other point I want to discuss: the account closure. They simply stated that I had violated the terms, but they aren't responding. When I ask why via the live chat, I’m told to send an email; when I reply that I’m not getting a response, the chat closes, my connection drops, and they block my IP address. If I try to access the chat again using a different IP, it’s the same story.

This kind of communication from the casino is definitely not ideal, and I understand your frustration that they are not giving you any explanation.

What you describe, being redirected between live chat and email, no replies, chat disconnecting, and even IP blocks, makes it very difficult for a player to get any clear answers about what is going on.

At this point, the best step would be to submit a complaint on our website so our team can investigate the case directly. I’m adding the link here for you, and we will review everything and see if we can assist you further.

If you decide to proceed, just open the complaint and include all the details you mentioned here.

I did that, and it was rejected—which I understand, since I had included points that were really matters for a legal professional rather than a mediator. So, I submitted a new complaint focusing solely on closing my account. I received a message stating that CasinoGuru had already said they wouldn't handle my complaint. I replied that I fully understood that, but pointed out that this time it was just about the account closure—something I see *is* being handled—yet every time I try to send this, I get an email error message saying it couldn't be delivered.

I would like to share my experience with BitGuruz and would like to know if anyone else has had similar experiences.

My account was closed without any explanation. Since then, I have sent multiple emails asking for clarification, but I have never received a meaningful response. Whenever I contact the live chat, I am simply told to send an email. As soon as I explain that my emails are going unanswered, the chat is ended with the message "Chat closed." Shortly afterwards, I receive an "Internet connection lost" message. This gives me the strong impression that my IP address is being blocked. When I tried again using a VPN, I was able to access the live chat, but after having the same conversation, exactly the same thing happened again. I have screenshots supporting these observations.

During my research, I also came across several issues that I find concerning.

According to BitGuruz's Terms and Conditions, the use of a VPN is prohibited and may result in account closure and the confiscation of player funds. However, several games on their website displayed a message instructing me to enable a VPN in order to play. In addition, a live chat agent advised me to use a VPN and even recommended setting the location to Finland.

I have also gathered documentation regarding the way payments are processed, the Terms and Conditions, and the casino's advertising, including promotional claims stating that no KYC is required, even for large amounts. In my opinion, these issues raise serious questions about the way the casino operates. I am currently documenting everything carefully before submitting the information to the appropriate authorities.

I also attempted to submit a complaint through Casino Guru. My first complaint was rejected because it covered multiple issues, which I understood. I then submitted a new complaint dealing only with the closure of my account, but this complaint was also rejected. Afterwards, I tried contacting Casino Guru by email, but my emails no longer seem to be getting through and I receive an error message every time I try to send one.

To determine whether it was even possible to submit a complaint solely about the account closure, I created a second account and submitted the same complaint. This time, it was accepted. I did not continue with the complaint because it was not my official account and was only created to test the process. However, I found it strange that the exact same complaint was rejected from my original account while it was accepted from a newly created one. I do not understand the difference in treatment.

I am not accusing anyone of criminal conduct unless and until the appropriate authorities reach such a conclusion. I am simply sharing my personal experience and the documentation I have collected. I would be interested to hear whether anyone else has experienced similar issues with BitGuruz or with the way complaints about this casino have been handled.

Hello, I have to say that I was a bit confused thanks to two accounts deleting posts while describing the same thing. But now I understand the situation. In my opinion, it is best to leave the rest to the mediators, since they, aside from us participating in the forum, can investigate the account closure, which I consider to be the main subject of the second complaint. As far as I can see, it's in the request stage. If you aim to add anything else to the situation you have been facing or even keep us posted here, please do so.

Hej, jeg lavede min første indbetaling og vandt, men da jeg prøvede at hæve mine penge, fik jeg at vide, at mine væddemål blev gennemgået af udbyderen. De tillader mig at fortsætte med at indbetale eller spille med gevinsterne, men de lader mig ikke hæve. Denne form for handling får mig til at tvivle på sidens pålidelighed. Jeg håber, at de holder op med at tilbageholde mine gevinster, og ligesom de ikke skaber hindringer for indbetalinger og væddemål, bør de heller ikke skabe hindringer for udbetalinger. Jeg håber, at de løser dette problem hurtigst muligt, så jeg kan hæve mine legitime gevinster.

Tak

Hello, and thanks for reaching out. Maybe it would be better to wait for the final resume without playing further, especially if that money is subject to the internal game provider check. May I know how long it has been since the associated withdrawal was stopped? In any case, keep us updated, please. If something is wrong, we can do our best to help.

Hej Radka, det er lidt over 24 timer siden, at mine gevinster blev tilbageholdt. De siger, at spiludbyderen skal gennemgå mine indsatser, og at det vil tage 48 timer. Sagen er, at jeg så på deres hjemmeside, at dette er et almindeligt problem, og at de ofte skaber den slags hindringer for udbetalinger. Jeg håber, du kan give mig en løsning snart, fordi jeg vandt legitimt. De forhindrer mig ikke i at fortsætte med at indbetale eller spille, men de forhindrer mig i at hæve mine gevinster. Tak, Radka, for dit svar og din opmærksomhed.

Hello, I'm really sorry to say this, but this is not something we can solve here and now. The casino can trigger such an investigation, and without its result, we do not even know whether there is a problem to overcome. I suggest patience and staying in touch.

I also think it's fair to remind you that the casinos have 14 full days to conduct any needed checks and pay the money. Thus, no direct involvement can happen sooner than that.

I advise letting the casino finalize all necessary checks, and then we will have a better idea of what is going to happen next.

Hej, det er 48 timer siden, jeg prøvede at hæve, men jeg har stadig ikke modtaget noget svar. De holder mine penge tilbage, penge jeg har vundet på lovlig vis. Giv venligst en løsning, da jeg spillede og vandt, mens jeg respekterede alle vilkår og betingelser.

Tak