The player from Germany had deposited €22 and withdrawn €100 at GAMBIVA Casino, but after submitting all required KYC documents, he faced a lack of communication and support regarding his withdrawal. He had not received any verification or response from the casino. The issue was resolved after the player marked the complaint as resolved with the Complaints Team.
Gambiva Casino - Player has delayed withdrawal and no communication.
Resolved
Our verdict
Case closed
Amount: €100
Gambiva Casino
Safety Index:LowCase summary
Discussion
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3 weeks ago
Translation
I deposited €22 and withdrew €100 at GAMBIVA Casino. KYC was requested and I sent it immediately. I even provided my ID, proof of address, credit card, and bank statement showing the deposit. So, everything. There's no support! Even though it says so on the website. No one responds. No verification. No withdrawal. No communication. I need help.
Automatic translation:
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3 weeks ago
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.
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3 weeks ago
Dear wennert,
Thank you for submitting your complaint. I’m very sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention.
Please note that KYC (Know Your Customer) verification is a mandatory security process designed to protect both players and the casino. Because online casinos cannot verify identities in person, KYC is the only reliable method to confirm that an account and its funds belong to the rightful owner. Licensed, reputable casinos handle this step carefully. Although verification can sometimes take a few business days, it is carried out to protect you and prevent misuse of your account.
To help us investigate and expedite the process, could you please provide the following details:
- Could you please clarify when exactly you provided the documents?
- Do I understand correctly that you requested the withdrawal on February 16?
We hope to resolve this matter quickly. Thank you in advance for your reply and cooperation.
Best regards,
Kristina
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3 weeks ago
TranslationGAMBIVA Casino claims to guarantee verification within a maximum of 48 hours. They are not doing so. And given the complaints about the casino here, I expect the worst. They have no support. My documents are from Germany, so I need to verify them quickly. Thank you for your help.
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3 weeks ago
I hope you see the Screenshot. Not verfied my account Gambiva Casino since at all 5(!) days. also no cashout. Live chat dont work 5 days.
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2 weeks ago
Thank you very much for your reply, wennert. When was the last time you attempted to contact the casino regarding this issue? Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.
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2 weeks ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear wennert,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Kristina
