The player from Germany formally complained about Gambiva for failing to implement his request for permanent self-exclusion due to a severe gambling addiction, despite multiple attempts to communicate this. As a result, he continued to gamble and lost €1,750 since his initial request, which he believed breached player protection obligations. We investigated the complaint and attempted to contact Gambiva Casino multiple times without receiving any response. Due to the casino's lack of cooperation, the complaint was marked as unresolved. The player was advised to escalate the issue to the relevant regulator, the Anjouan Offshore Finance Authority, for further assistance.
Gambiva Casino - Player’s account closure request is ignored.
Unresolved
Our verdict
No reaction policy
Black points: 332
Amount: €1,750
Gambiva Casino
Safety Index:Very lowCase summary
Discussion
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2 months ago
Translation
Dear Casino Guru Team,
I am writing to you with a formal complaint regarding the online casino Gambiva, as my request for permanent self-exclusion due to severe gambling addiction has not been implemented despite multiple attempts to contact you, and this has resulted in significant financial damage to me.
On January 30th, I contacted Gambiva support for the first time and explicitly requested the permanent closure of my account due to gambling addiction. Support informed me that I should contact my VIP advisor via email to request this.
I complied with this request. My VIP advisor then replied, asking me to send my request to a separate email address. I did that immediately as well.
In this email I explained unequivocally:
that I suffer from severe gambling addiction
that I want my account permanently blocked
that I expressly waive all VIP bonuses and benefits
and that this block is intended to protect me.
Despite this clear and documented request, my account has not been blocked to this day. In the period that followed, I was able to continue gambling and consequently lost another €1,750.
In my view, this constitutes a serious breach of player protection obligations. A casino is obligated to immediately implement a clearly expressed self-exclusion request – especially when a gambling addiction is indicated.
I therefore ask for your support on the following points:
Enforcement of the immediate and permanent blocking of my Gambiva account
Reimbursement of the €1,750 I lost after filing my suspension request.
Review of Gambiva's approach to responsible gaming and player protection
I am happy to provide you with all email correspondence as proof.
Thank you so much for your support. I sincerely hope you can help me protect myself from further harm.
Best regards
Marvin
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2 months 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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2 months ago
Dear marvinleubertxxx,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Responsible Gambling policy and I found this:
Under the self-exclusion option, the player can contact the Company’s support team via email support@gambiva.com and let it know if the player wishes to stop gambling on the Website for a certain period of time or indefinitely. Upon receipt of such request, the Company will take necessary measures to block player’s access to the account and cease sending any marketing and promotional materials. The specified conditions will take effect upon receipt of an email confirmation for your selected self-exclusion, which will be dispatched to the email address associated with your account registration. The email will indicate the date of completion for the self-exclusion. It is important to be aware that requests submitted through our chat function will not be handled. Instead, a customer support agent will guide you to utilize our customer support email service. Please note that requests made via our chat function will not be processed. However, a customer support agent will direct you to our customer support email service.
Have you clearly informed the casino about your gambling problem? Could you forward me the account closure requests that you sent to the casino? My email address is petra.h@casino.guru.
Thank you very much in advance.
Best regards,
Petra
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2 months ago
TranslationI wanted my account permanently blocked, but that hasn't happened to this day.
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Sensitive attachment
Sensitive attachment
2 months ago
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Here are the emails
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2 months ago
Thank you for your reply and for providing the previous details, marvinleubert.
- Could you please provide a timeline of your request and the subsequent deposit and account closure, if possible?
- Have you received any confirmation of your self-exclusion request, apart from the conversation you shared with me?
Additionally, could you provide any further communication you’ve had with the casino? This can include screenshots, emails, or chat records.
You can send all documents to petra.h@casino.guru or post your screenshots directly to the thread.
Thank you again for your cooperation.
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2 months ago
TranslationDear Ms. Petra,
Thank you for your message.
I'd be happy to explain the timeline:
On January 30th, I submitted my self-exclusion request a total of three times via three different channels to ensure that it is processed.
Unfortunately, on February 4th, I made a mistake and logged into my account again. On that day, I deposited and gambled away €1,750. In the following days, I made further deposits totaling €750, which I also lost.
Apart from the conversation that was already forwarded, I have not received any additional confirmation of my self-exclusion.
I will send further communication and any existing screenshots separately.
Thank you for your support.
Best regards
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2 months ago
Dear marvinleubert,
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 Igor (igor.p@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
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2 months ago
Dear marvinleubert,
I am sorry to hear about your problem with Gambiva Casino.
I will now try to contact a Gambiva Casino representative via email, live chat on their website, and by any other possible means. Hopefully, they will join this conversation and participate in resolving your complaint.
If a Gambiva Casino representative joins this case, please respond so that we can work toward resolving the issue as soon as possible.
Best regards,
Igor
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2 months ago
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.
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1 month ago
Dear marvinleubert,
I have repeatedly tried to contact the Gambiva Casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. 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 casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.
In the meantime, I recommend contacting the Anjouan Offshore Finance Authority (AOFA) also known as Anjouan Gaming by submitting a complaint through the license badge displayed in the footer of the casino’s website. Regulators often have additional tools and authority to assist players in such situations.
For guidance on how to effectively submit your complaint to the regulator, you can find helpful information in this article.
I’m truly sorry that I couldn’t provide a more favorable resolution this time.
Best regards,
Igor
