EGB Casino - Player's account has been closed and funds confiscated.

egb casino block my account and take my real balance that i deposited and my winnings after i reqeust a withdraw me i played normal

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Dear Drizzydrake365,

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.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?
• Did you accumulate your winnings with or without an active bonus?

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

Thank you very much in advance for your reply.

Best regards,

Attila

Could you please advise which games you focused on - slots, live casino, sports betting, etc.?

Slots

Did you pass the verification before you lost access to the account?

Yes

Did you accumulate your winnings with or without an active bonus?

Without an active bonus

Dear Player,

Thank you for your response. In order to better understand your issue, could you please provide answers to the following questions?

• Have you reached out to the casino customer support via email to inquire about the reason for your account being blocked?
• Have you utilized any VPN or IP-masking software to change your actual location while accessing the casino website?
• Is it possible that someone from your household, or someone who shares your IP address, has also created an account at this casino?

Thank you in advance for your reply.

Have you reached out to the casino customer support via email to inquire about the reason for your account being blocked?

Yes

Have you utilized any VPN or IP-masking software to change your actual location while accessing the casino website?

No I didn't use VPN

Is it possible that someone from your household, or someone who shares your IP address, has also created an account at this casino?

No I have one account

Dear EGB Casino,

Thank you for your reply.

Could you please forward the relevant evidence? You can reach me via email at attila.g@casino.guru.

Thank you for your cooperation.

Me I don't know this person me I have own account I placed bets you I deposited via crypto you don't have right taking real balance deposit amount if I have duplicates accounts don't leave singup or playing Frist

Hello!

Unfortunately, our license does not allow us to share any user information with third parties, let alone provide recordings of video verification sessions conducted by our security department.

For security reasons, we also cannot provide screenshots of internal systems such as admin panels, user pages, or their logs.

You may request the details of verification directly from the user.

Thank you for understanding.

Dear casino representative,

thank you very much for your response. We acknowledge the importance of adhering to the rules, however we would like to ask you to provide us with more insight on the exact wrongdoing the player is accused of. This is a standard practice for us and we require such evidence from all casinos. In case more detailed information is confidential, please attach it to email addressed to attila.g@casino.guru. I can assure you that contents of your message will remain confidential to me and will only be used for the purposes of dealing with this complaint.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Player,

Regrettably, due to the casino's explicit refusal to provide evidence for this case, I have no choice but to close this complaint as unresolved. Without the casino's cooperation, a thorough investigation is simply not feasible. I understand this is not the resolution you were hoping for. However, the decrease in the casino's rating due to unresolved complaints may encourage them to change their approach. Should the casino decide to cooperate in the future, we will reopen the complaint and notify you via email.

If you require further clarification or believe the outcome warrants additional review, we recommend contacting the Curacao Gaming Control Board directly at complaints@cga.cw. We also suggest reviewing our article on submitting complaints to the regulator for guidance.

Thank you for your understanding.

Best regards,

Attila