Gambiva Casino - Player’s account has been closed, winnings confiscated.

Hi,

Nearly 8 weeks ago I won around €3,000 on Gambiva Casino, and since then I have been unable to receive any meaningful response regarding my account closure and withheld winnings. To fully show you what I mean, you can look at the attached images.

Here is what happened:

• I deposited €125 and lost it.
• I then made another €125 deposit.
• I used the bonus that came with the deposit and continued playing afterwards with what I believed to be real balance funds (I literally one shot the bonus, lost, so I could play with real money, do not believe in bonusses)
• Over approximately 3 days, I managed to grow my balance to around €3,000.

After this:

• I fully completed KYC verification (passport, bank verification, etc.).
• My verification was approved by the casino.
• I requested a withdrawal, following their stated limits (€1,000 per day / €2,000 per week).
• After waiting about a week without updates, I received an email stating that my account had been suspended. No detailed explanation or evidence was provided. The casino refunded my deposits (€250 total), but confiscated the remaining balance and stopped responding to my emails entirely.

I later discovered there may have been a max-bet rule connected to the bonus terms. However:

• the casino allowed all wagers to be placed,
• no warning was shown,
• my account was fully verified and approved afterwards,
• and no transparent explanation was ever provided before permanently suspending my account.

I understand casinos have terms and conditions, but completely withholding winnings and ignoring further communication feels extremely unfair and unprofessional.

I am simply looking for:

• a transparent explanation,
• evidence of the alleged violation,
• and a fair review of the case.

If anyone has advice or experience with Gambiva / Fortunato LLC Limitada, I would greatly appreciate it.

Thank you.

[Redacted]

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Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the issue you’re experiencing. To better understand your situation, please allow me to ask you a few questions:

• Could you please send me a link or a screenshot of the bonus you activated and played with?
• What types of games did you play while the bonus was active? Did you mainly play one game, or did you switch between multiple games?
• Are you aware of having placed bets above the allowed limit?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Attila

Hi,

Thank you for your reply. To answer your questions:

Could you please send me a link or a screenshot of the bonus you activated and played with?

• I'm afraid I do not have that. They haven't sent me any details. I'm not even sure if that's the issue. I played with real cash and never actually play a long time within the bonus. I did a couple chucks to get rid of it asap to get to playing with real money.

What types of games did you play while the bonus was active? Did you mainly play one game, or did you switch between multiple games?

• I only played Blackjack throughout everything. One chucked the bonus so I could play with real money.

Are you aware of having placed bets above the allowed limit?

• I'm pretty sure in the TOS it said you can only bet up to 2$ with the bonus, which I wasn't aware of at first. Otherwise I simply wouldn't of even taken the bonus. But again: with my second 125 deposit, I literally put the 125 "bonus money" all at once, lost, and then continued with real money.

That's all. Thank you for helping.

Thank you for your reply. Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.

Additionally, could you please confirm whether your casino account balance was divided into real money and bonus money balances? Did the bonus appear as inactive after you lost the funds?

Thank you for your patience and cooperation.

Hey Atilla,

I have forwarded you three e-mails just now. Included is my response on the 30th of March, which has been ignored eversince. I have also tried reaching out again 9 days ago, which was fully ignored yet again. My balance was purely real cash. The bonus cash was fully gone indeed and this was divided. I do not believe in bonusses, therefore I tried to get rid of it ASAP because I wanted to play "for real".

Again, I don't know what caused them to ban afterall. They have never replied to anything and only mentioned a breach of services. I personally think they're just trying to avoid to pay out, but everything is all assumptions as they have been ignoring me.

Thank you again and honestly hope we can do something about this.

Dear elyptacus, thank you for your response.

In order for me to properly asses the issue, could you please share your game history? I suggest requesting the complete game history directly from the casino in Excel format. The game history should cover the whole of the relevant period: from the moment of the activation of the bonus, until the confiscation of the winnings.

Thank you in advance for your reply.

I'm actually so fed up Atilla. Again, I have tried for the past days to get this (or even a reason at all). I make a new account, go to the livechat begging them to actually provide a reason (and history) and they promise to reply within 48h. They ban that account aswell then, after being nice in the live support and all, and still ignore my emails.

They have been ignoring every single email ever since the ban, which again, no reason was given. They don't show any insight and tbh, I've not even done anything wrong, geniunenly played legit. So no I can't provide history: they ignore all my emails to support@gambiva.com, they promise a reply in the livechat, since they say they can only reply over email, and then 1-2 days later I'm just banned on that alt account aswell.

Now I want a realistic answer, is there literally any hope in this case? Or should I just accept the fact that I've been scammed. Geniunenly it's so dissapointing, but there's literally nothing I can do. That's why I came here, hoping for some help.

Thank you very much for your response. I completely understand your frustration, especially given that customer support has not been cooperative. Please be aware that, in most online casinos, the bonus rules remain in effect until the bonus is either canceled by the player or the wagering requirements have been fully met. Additionally, many casinos typically apply the real money balance first when wagering a bonus. Therefore, despite placing the entire bonus amount on a single bet, the bonus may still have been active, and the associated terms would still apply.

Unfortunately, during our investigation process, we have reached a point where we are unable to move forward with this complaint. Generally, we would now try to get in touch with the casino and ask for their explanation. However, this casino has 10+ cases closed as "No Reaction Policy," which clearly shows that it is not interested in cooperating with us.

Sadly, we are forced to close your complaint as "unresolved." This will affect the overall rating of the casino. I understand that this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could change the casino’s approach.

Regrettably, we have no other choice since it seems to be a common practice for Gambiva Casino to completely ignore our attempts to mediate any kind of issue. Please check all our failed attempts to negotiate.

We have sent numerous emails and tried to communicate with live chat representatives, as well as with affiliate team members. Unfortunately, all efforts to resolve any issues have died as the complaints grew in numbers. We strictly recommend staying away from Gambiva Casino. I wish I could be of more help.

The casino can reopen this complaint anytime.

Best Regards,

Attila