EGB Casino - Player's withdrawal is cancelled and funds remain blocked.

Hello,

I am submitting a complaint against EGB.com regarding a cancelled withdrawal and extremely delayed and unclear verification process.

Here is the timeline:

- On June 15, I submitted a withdrawal request of $465.

- On June 16, the platform requested full KYC. I submitted all required documents.

- On June 22, I received confirmation that my verification was approved.

- On June 23, my withdrawal request was cancelled without explanation, and a new video verification request appeared.

- I was only contacted on June 25 to schedule the video call. The video verification took place on June 27.

- Since then, I have received no update. I followed up multiple times via live chat and email. The only reply I got was: "Your case was forwarded to the specialists."

As of today, July 9, there is still no response or update. My money remains blocked, and I am unable to use or withdraw my funds.

Please help me resolve this issue. I can provide all evidence including screenshots of the verification approval, withdrawal cancellation, repeated KYC requests, and unanswered support communication.

Thank you in advance.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with EGB Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you have been a player at the casino?
• Have you made any successful withdrawals from the casino in the past?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?

Thank you very much in advance for your reply.

Best regards,

Tomas

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Good afternoon, I haven't been playing at the casino for long, but I got to know EGB about a month ago. I previously withdrew $65 from EGB without any issues. I built my current balance partly through the casino (slots) and partly through betting. I didn't use any bonuses to accumulate my balance. And also On July 8, after I submitted my original complaint to Casino Guru, I discovered that my account on EGB was blocked. Upon trying to log in, I received a message saying that my account was "temporarily suspended due to a suspected violation of Section 11 of the User Agreement."

I want to clearly state that I have not committed any violations and have always followed the platform's rules. EGB has not provided me with any specific explanation or evidence of the alleged violation At the time of the ban, I had $515 frozen in my account — funds which were already held for weeks while I completed all their verification procedures, including a video call.

This sudden ban appears to be retaliatory, considering it happened immediately after I submitted my complaint

Here is a screenshot from the email for you as well.

Hello again,

I would like to respond to the accusation made by EGB regarding a possible violation of Section 11.

First of all, I’m not even certain whether a second account exists. If it does, it could have been created long ago by mistake, or during a registration attempt I don't recall. However, I have only used one account actively — the one I verified and submitted my withdrawal request from.

I have never shared my account with anyone, and no third party has ever accessed or used it. During the video verification process, I simply used someone else's computer, as I currently reside in another country and needed access to a proper setup. The person let me use their device, but they were not involved in the process in any way.

I personally appeared on the video call and used my own documents. I passed verification and acted in full transparency.

I never used any second account (if it exists) for betting, bonuses, or any financial transactions. There was no intent to deceive, and I have not received any unfair advantage.

Blocking my account and freezing $430 without evidence feels completely unjustified and excessive. I am kindly asking Casino Guru to assist in ensuring that my case is treated fairly.

Thank you again for your support.

I made a small mistake in my previous message — the correct balance that was frozen on my account is $515, not $430.

I apologize for the confusion and thank you for understanding.

One more important detail:

After my account was blocked, I tried several times to reach EGB support via email. Unfortunately, I never received any reply since June 30.

The only message I did receive was a standard notification that my account was permanently blocked due to a supposed violation of Section 11 of their Terms — with no explanation, no evidence, and no opportunity to respond.

This lack of communication and transparency makes the situation feel even more suspicious, especially considering that $515 of my funds remain frozen without due process.

I strongly believe this behavior is unacceptable for a licensed platform, and I kindly ask Casino Guru to continue assisting with this issue.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear player,

My name is Mirka, 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,

Mirka

Hello.

You can find all information above.

Dear EGB Casino,

Please send me supporting evidence of the violations to miroslava.d@casino.guru.

Thank you for your cooperation.

Waiting your answer on my email.

Dear EGB Casino,

I sent you an email with request for specific evidence of the aforementioned unfair behavior.

Please note, that without supplying us with the sufficient documentation and evidence, the complaint will be closed as unresolved, which will have a negative effect of the casino's rating on our website.

Thank you for your cooperation.

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 video verification recording directly from the user.

Thank you for understanding.

Dear player,

Unfortunately, since the casino is not willing to provide sufficient evidence for review, we are unable to conduct an independent evaluation. This lack of transparency does not align with the fair practices we strive to uphold in fostering a just gambling environment for both players and operators. Therefore, we have no choice but to close this complaint as unresolved—insufficient evidence provided by the casino.

I understand this isn't a satisfactory solution to your issue, but the decrease in the casino's rating caused by unresolved complaints could prompt a change in their approach. If the casino decides to cooperate in providing the requested evidence, we will reopen the complaint and notify you by email.

Should you want to pursue your complaint further, you can submit it to the Curaçao Gaming Control Board (GCB) via this contact form. Although the GCB does not officially handle disputes between players and gaming operators, they still might be able to help, so it is worth a try.

I am sorry I could not be of more help on this occasion.

Best regards,

Mirka

Casino Guru