Casino: Bitguruz Casino
Game: Le Hooligan (Hacksaw Gaming)
Date of incident: 18 September 2026
Bet size: £0.10 (enhanced feature)
Issue summary:
On 18 September 2026 while playing Le Hooligan at Bitguruz Casino, 5 scatter symbols landed on the reels. I clearly saw the 5 scatters and was expecting the 5-scatter bonus (the hidden epic bonus) to start. I was surprised and confused when the game only awarded the 4-scatter bonus instead. In that moment of shock I forgot to take a screenshot of the reels.
I immediately reported the discrepancy to Bitguruz support. They escalated the case to their technical team and told me a response would take a maximum of 48 hours. That was around 19 September 2026. It has now been more than one month with no response, no update, and no acknowledgment from the technical team despite my repeated follow-ups.
After I raised the dispute:
• The Hacksaw Gaming replays that had previously been available in my account were deleted/removed.
• Bitguruz support refused three separate times to provide the partner/provider name so I could independently verify the round or request the official game log/replay confirmation myself.
I only have the Round IDs and transaction history screenshots.
Requested resolution:
A goodwill gesture of £200–£500 or reinstatement of the correct 5-scatter bonus for the disputed round.
Hello,
Thank you for providing the screenshots and details of your complaint.
PlayersTime has reviewed the evidence and Hacksaw Gaming's official rules for Le Hooligan. According to the game rules, five FS scatters should trigger the "Treasure at the End of the Rainbow" bonus rather than the four-scatter feature.
We are now contacting Bitguruz to request a technical review of the disputed round, confirmation of the bonus awarded, and the official game logs or replay from Hacksaw Gaming.
In the meantime, could you please confirm which of the round IDs shown in your screenshots relates to the disputed five-scatter result? If you have any additional screenshots or evidence showing the five scatters, please upload them here as well.
We will update your complaint as soon as we receive a response from Bitguruz.
PlayersTime Complaints Team