EGB Casino - Player’s account has been deactivated.

I made a deposit into my account on egb.com, and subsequently requested a withdrawal. They asked me for verification documents.

I submitted all the required documents completely and correctly, but unfortunately, I haven't received any response from the support team yet, despite the considerable time that has passed and my account being monitored.

Currently, messages are being completely ignored, my account is inexplicably deactivated, and I cannot access my funds.

Therefore, I formally request the following:

1. Accept the documents I sent.

2. Complete the verification without delaying the project.

3. Process the request immediately.

4. Provide me with a clear, written explanation for any delay or suspension.

If you do not respond within 48 hours, I will be forced to file a formal dispute. I have shared my experience publicly on patent, consumer protection, and comparison platforms.

I ask for your cooperation in resolving this matter as soon as possible.

Thank you.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Omar35,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

• Could you please advise which documents you have already provided and when exactly did you send the last one?
• Have you participated in a gameplay whatsoever? If so, could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Could you please provide the exact date of your initial verification request?

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, 

Katarina

Hello,

My account has been fully verified. However, when I requested a withdrawal, I was asked to submit documents again. I submitted the required documents, but I haven't received any response in ten days.

Hello.

We are happy to provide all necessary information regarding this complaint directly to the manager.

Please, I want to withdraw my balance of $720

They closed my account for no reason

Dear Omar35,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

I have sent you the requested information via email.

Dear Omar35,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Barbora (barbora.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Katarina

Dear player,

My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite EGB Casino representative to join this conversation.

Dear EGB Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Hello.

What kind of clarification exactly is needed?

The account was blocked for violating the site's rules, specifically for multiaccounting.

I don't have multiple accounts with the company; I only have one account, and I'm 100% sure of what I'm saying.

Dear EGB Casino,

Please provide all evidence supporting the multiaccounting claim for Omar35, including IP/device logs, payment details, account activity, and the specific rule allegedly violated.

Send everything to barbora.p@casino.guru for review.

Thank you,

We cannot disclose this information; it is directly related to third parties, and we are not permitted to disclose it, according to our privacy policy.

Disclosure of this information may result in the revocation of our license, so we cannot provide it.

Before you block me I had my balance real balance 720$

Dear egb casino

Before you block me I had my balance real balance 720$

Dear EGB Casino,

As the appointed mediator for this case, I must stress that a player’s real-money balance cannot be withheld without verifiable evidence of rule violations. While I understand your reference to privacy policies, there are standard ways to provide internal logs, anonymized records, or summarized evidence directly to a mediator without exposing sensitive data from other players.

Omar35 has confirmed a balance of $720 prior to account closure. As previously requested, please provide evidence supporting the claim of multiaccounting, including IP/device logs, account activity, and payment details.

Refusal to provide any substantiation is not acceptable in fair dispute resolution. Please provide the requested evidence to me confidentially as soon as possible, or clarify how you intend to resolve the player’s balance.

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.

We cannot disclose this information; it is directly related to third parties, and we are not permitted to disclose it, according to our privacy policy.

Disclosure of this information may result in the revocation of our license, so we cannot provide it.

What about my balance of $720?

Thank you for the update.

I would like to clarify that my account had a confirmed real-money balance of $720 before it was closed.

I do not have multiple accounts, and no evidence has been presented to support this claim.

If the casino is unable to provide verifiable proof of any rule violation, I respectfully request the release of my $720 balance, or a clear explanation of how and when it will be resolved.

I am fully willing to cooperate with Casino Guru to resolve this matter fairly.

Dear EGB Casino,

As the appointed mediator for this case, I must stress that Omar35 had a confirmed balance of $720 prior to account closure. To date, no verifiable evidence has been provided to substantiate the claim of multiaccounting.

I am now giving the casino one final opportunity to submit evidence supporting the account suspension. Acceptable forms include anonymized logs, summarized account activity, or screenshots that do not violate the privacy of other players

If the requested information is not provided, this complaint will be closed as unresolved, which may negatively affect the casino’s rating on our platform.

Thank you for your cooperation.

Hello.

The account has been closed and the balance confiscated for violations of the site rules. The user received all the information via email.

As I said twice, we cannot disclose any information; it is directly related to third parties, and we are not permitted to disclose it, according to our privacy policy.

Disclosure of this information may result in the revocation of our license, so we cannot provide it.

Dear Omar35,

Thank you for your patience regarding this matter.

The casino has stated that they provided all relevant information via email. To proceed with the investigation, please forward the email(s) you received from EGB Casino regarding your account closure and balance to my email: barbora.p@casino.guru.

Once I have received the email, I will review it and continue working on resolving your case.

Thank you for your cooperation.

I sent you an email

Dear Omar35,

Thank you for forwarding the email from EGB Casino regarding your account closure.

Dear EGB Casino,

You stated that all relevant information was provided to the player via email. After reviewing the email submitted by Omar35, it is clear that the message contains only generic statements. It does not specify any concrete violation beyond a broad reference to "Prohibited Practices" under Section 11 of the Terms & Conditions. This is insufficient to justify confiscation of a player’s funds.

While I understand your privacy obligations, anonymized logs, summarized account activity, or screenshots that do not violate third-party privacy could have been provided to substantiate your claim. Simply citing privacy rules is not adequate in a fair dispute resolution process.

This serves as a final opportunity for the casino to submit substantiated evidence supporting the account suspension and balance confiscation. If no such evidence is provided confidentially to me, the complaint will be closed as unresolved, which may negatively affect the casino’s rating on our platform.

Omar35 has demonstrated full cooperation throughout this process. A fair resolution requires either verifiable justification or the release of the confirmed $720 balance.

Thank you for your cooperation.

The message from egb that sent to me not voitlation of mulpile accounts see there

Section 11 of the terms and conditions contains the clauses you violated, including the multiple accounts I mentioned above.

Funds have been confiscated and your account has been closed. This is a final decision and will not be reviewed.

You are a company built entirely on fraud. I urge anyone who deposits money into your account not to do so, as it is a company solely based on fraud

Dear Omar35,

Thank you for your cooperation throughout this complaint.

As the casino has repeatedly failed to provide supporting evidence or a sufficient explanation for the alleged breach of the Terms and Conditions—despite multiple requests—we are unable to properly assess the justification for the account closure and confiscation of funds.

Due to the lack of verifiable evidence and cooperation from the casino, this complaint will be closed as Unresolved. This outcome will be reflected in the casino’s public record on Casino Guru.

We also recommend contacting the Curaçao Gaming Control Board Licensing Authority at complaints@cga.cw. Although they do not directly mediate player disputes, submitting a complaint may contribute to increased regulatory oversight. Please ensure the casino operator’s name is included.

You can find more information on how to properly submit a complaint to the regulator here:

https://casino.guru/submitting-complaints-to-regulators

If you need assistance or receive a response from the regulator, feel free to contact me at barbora.p@casino.guru.

Kind regards,

Barbora