EGB Casino - Player’s withdrawal is delayed and account is inaccessible.

I registered with EGB in June 2025, placed bets, and completed KYC verification. I successfully withdrew all my winnings. Recently, on December 28, 2025, I deposited over $1,000. When I tried to withdraw my winnings, I was told the tournament had been canceled and my profits had been deducted. The website administrator cited their rules, stating that even if I won, my profits would still be deducted. They told me I needed to re-verify KYC, which I did, providing the required documents. They even replied via email saying my verification was complete and asked me to complete a 2.5x turnover requirement in points games, which I also did. During this period, I didn't withdraw any winnings, but I was lucky enough to win $4,000 in blackjack. However, I am now unable to withdraw my winnings. The website is inaccessible. I contacted online customer service, who told me to email them, but I haven't received a reply; the website hasn't even opened the withdrawal channel for me yet.

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Dear maxhunag,

Thank you very much for submitting your complaint. We are sorry to hear about the difficulties you are experiencing with withdrawing money from the casino.

To better understand your situation and assist you in resolving this issue, I would like to ask you a few questions:

• Did you play using bonus money or free spins?
• Was there a specific timeframe provided for the re-verification and withdrawal process?
• Has the casino provided more details regarding the specific cancellation of the tournament?
• When you attempted your recent withdrawal, was there any specific error message or indication from the website?

Your cooperation in providing this information will help us investigate the matter thoroughly and work toward a resolution. We hope to assist you in resolving this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petra

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello, first of all, thank you for your assistance with this matter.

I used my deposited money to play the game, and there were no free spins.

My KYC verification has been completed; support@egb.com replied that the review is finished. I can provide the relevant documents.

The casino did not provide details about the cancellation of the match. They only told me, "Please read more about withdrawals by the link https://egb.com/public/terms_and_conditions in paragraph 7 and about bet's cancellation in paragraph 16."

This is a very unfair contract term. I won the money from a live casino, not from an esports match. I don't know why I can't withdraw my winnings from the live casino.

The two screenshots below are from EGB informing me that my KYC (Know Your Customer) verification has been approved. However, I still cannot access the withdrawal page.

I apologize for the inconvenience; I was too hasty and didn't organize the events properly. To improve efficiency, I've reorganized the events:

Registration Date: June 2025

Last Successful Withdrawal Date: June 2025

Event Summary: From December 28th, 2025, I deposited over $1000 over several days to bet on matches. I lost every time until I bet on the December 31st, 2025 CBA match: Liaoning Flying Leopards vs. Shanghai Sharks, winning several hundred dollars. Then I tried to withdraw the money. Note that this happened after the withdrawal; EGB suddenly canceled the withdrawal, informing me that the match was canceled, deducting my winnings, and I couldn't access the withdrawal page.

Usually, match cancellations happen before or during the match. Canceling a match after winning is very unfair. They deducted my winnings and demanded KYC verification. I provided passport photos, a real photo, screenshots of my deposits, screenshots of my encrypted wallet, dates, and a photo with the person in the photo, among other documents. Two days later, I received an email informing me that my KYC verification was successful. However, I needed to complete a turnover of $2500. At this point, my balance was $1070. I followed the instructions and played slot machines to accumulate points and complete the turnover. Afterward, I played blackjack at a live casino and won $4000. My main profits came from blackjack at live casinos.

Subsequently, online customer service would only reply with instructions to send an email and then close the chat. Telegram customer service did not respond at all. I resent the email 4-6 times, but no one replied. Interestingly, I usually received an email reply the next day during KYC verification. However, no one replied when it came to withdrawals.

My account now has access to the withdrawal page. However, I'm being asked to withdraw via P2P, which is impractical. Someone else needs to deposit funds in the same way for me to receive them. My deposit is in cryptocurrency, but the casino has closed my cryptocurrency withdrawal channel. This practice is puzzling and suggests they don't want to pay.

Thank you for your reply and for providing the previous details, maxhunag.

• Could you please clarify on which exact dates you played live blackjack and generated the reported $4,000 profit, and on which exact date you requested the withdrawal that was later canceled?
• Did the casino explain in writing why cryptocurrency withdrawals were disabled for your account?
• Were you offered any alternative withdrawal method besides P2P?

Additionally, could you please provide any further communication you had with the casino? This may include screenshots, emails, or chat records. You may send all relevant documents to petra.h@casino.guru or upload your screenshots directly to the thread.

Thank you again for your cooperation.

Thank you for your reply.

• Here's the thing: I placed a bet on a tournament and won. The withdrawal date was December 31, 2025, 14:31:31 All Crypto (USDTT), but they refused the withdrawal and canceled the tournament, deducting my profits. They asked me to complete KYC verification, which I eventually did, and then closed my cryptocurrency withdrawal channel. My main winning period was January 5th, 6th, and 7th because they made me bet 2.5 times the normal amount.
• By the way, my current balance is $5005. Other people on the forum told me to stop playing, so I stopped. My profits were mainly from live blackjack games. Screenshots are attached.
• Currently, the casino only offers P2P withdrawals, which is an invalid withdrawal method. Until then, I could use cryptocurrency withdrawal channels.
• I will forward you the relevant communication emails for your review.

Thank you for your help

I have forwarded you the relevant documents from my communication with the EGB. Please check them.

The forum complaint addresses the same issue. The EGB is deliberately closing cryptocurrency withdrawals. shi'yon'n

I just want my winnings back. Please help me.

To add, the casino only opened P2P withdrawal for me; there were no other withdrawal methods.

Dear maxhunag,

Thanks so much for sharing all the details and taking the time to explain everything so clearly. I really appreciate it.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Peter (peter.c@casino.guru), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.

No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.

Kind regards,

Petra

Okay, thank you. I will wait for your reply. I hope this matter can be resolved amicably.

Hello there,

Thank you maxhunag for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask EGB Casino for their help in resolving this complaint. We would like to know why the player's winnings were confiscated and what we can do to help resolve this issue.

Thank you!

Hello.

Account access has not been blocked.

Withdrawals are still available.

The user should expect further instructions via email.

Please explain why my esports match win was canceled and my winnings deducted.

Also, please check my cryptocurrency withdrawal details. Your P2P withdrawal service is completely invalid.

When I last requested a withdrawal, I could withdraw using cryptocurrency. You rejected that request and closed that channel. My request is simply to open the cryptocurrency withdrawal channel and allow me to withdraw successfully—it's that simple.

I lost all my account balance, and now I only have a little over 1000 USDT left.

Will I be able to withdraw my cryptocurrency now?

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.

I have tried to contact EGB Casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system. I understand this isn’t a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help change the casino's approach.

If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend that you contact the Curaçao Gaming Control Board and submit a complaint to them. The regulator states that it will not handle individual disputes between players and operators, but if you would like to try contacting them anyway, you can do so at: complaints@cga.cw.

Please let me know if you need help submitting the complaint or inform me how they responded if you decide to contact them on your own (peter.c@casino.guru).

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

Best regards,

Peter