Bitguruz Casino - 本人確認の問題により、プレイヤーの出金が遅延しています。

Hello,

I am experiencing an issue with withdrawing my funds from Bitguruz Casino.

My current balance is $1,551.82, and I am unable to submit a withdrawal request. The cashier displays a message stating that my bets are under "provider verification", which blocks all withdrawal options.

This issue has been ongoing for over one month.

During this time:

The casino requested additional verification documents, including proof of income, which I provided the same day.

I followed up with support and my VIP manager. I did receive a message thanking me for my patience and even a bonus about 3 weeks ago, however I have not received any reply to my most recent email sent on 5 April.

The casino has indicated that the provider has thoroughly reviewed all bets placed, however the withdrawal remains blocked and the same message is still shown in the cashier.

Additionally, I have noticed that two withdrawal attempts (900 and 190 USDT) appeared in my account history on 28 March as cancelled, even though I was not able to initiate any withdrawals myself due to the restriction.

Before this issue, my experience with the casino was very positive, including fast deposits and withdrawals, which makes the current situation unexpected.

At this point, the delay is excessive and there is no clear explanation or timeframe for resolution.

What I am requesting:

- Removal of the "provider verification" restriction  

- Full access to withdrawals  

- Processing of my withdrawal without further delay  

I remain fully cooperative and will provide any additional information or documents if required.

Thank you,

[Redacted]

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Are there any documents in your account that are currently pending verification?
• Have you received any communication indicating the status of your latest document submission?

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Hello Attila,

Thank you for your reply.

1) Have you made any successful withdrawals before?

Yes, I have made several successful withdrawals in the past. All of them were processed very quickly, usualy within minutes via cryptocurrency, and I never experienced any delays before this issue.

2) Are there any documents currently pending verification?

I cannot see any clear status of document verification directly in my account. There is no visible pending/approved indicator. The only message shown is that my bets are under "provider verification", which is blocking withdrawals.

3) Have you received any communication about your latest document submission?

Yes. I was asked to provide documents by email, including proof of income, which I submitted.

On 27 March I received the following response from the casino:

"Thank you for providing the requested documents — it is much appreciated. I will now forward them to the responsible team for review. As soon as I receive an update, I will reach out to you immediately."

Since then, I have not received any further update. I also sent a follow-up email (on 5 April), but did not receive any reply.

At the moment, the withdrawal is still not possible and the "provider verification" message remains in place.

Please let me know if you need any additional information from my side.

Thank you for your assistance.

Kind regards,  

[Redacted]

Hello Attila,

I would like to provide an update regarding my case.

The issue has now been resolved. Withdrawals are fully enabled again on my account, and I was able to successfully submit a withdrawal, which was processed almost immediately.

I also received additional compensation from the casino in the form of a bonus (daily reload for 41 days), which I appreciate.

Based on this, I consider the matter resolved.

Although the delay was quite long and concerning at the time, the issue has now been handled, and I understand that such verification processes may sometimes be outside of the casino’s direct control.

Aside from this situation, my overall experience with Bitguruz Casino has been very positive, especially in terms of game selection, performance, and very fast withdrawals. From my experience, it is one of the best casinos currently available for players from the Czech Republic.

Thank you very much for your assistance in this case.

Kind regards,  

[Redacted]

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear mprovod,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Attila