Gambiva Casino - Player's account has been closed and funds withheld.

​"I am reporting Gambiva for unfairly closing my account and withholding my balance of €280.

​On December 9th, 2025, I had a balance of €560. I made an additional deposit of €20. After playing for a while, my balance went down to €280, at which point I stopped playing and requested a withdrawal for the full amount.

​The casino requested documents for verification (KYC). I provided everything requested, and on 31-12-2025, I received an official email from their KYC Department stating: 'We’re pleased to inform you that your account has been successfully verified!'.

​However, shortly after my verification was approved, I received a second email stating that my account was being permanently closed and blacklisted due to an alleged 'breach of Terms and Conditions', without any specific explanation. Most importantly, the email claimed that 'the funds in your account have already been used', which is a complete lie. My €280 balance was still there when I requested the withdrawal and when they closed the account.

​I have played fairly with my own funds and I have proof of my successful verification. I demand the payment of my €280."

​"Furthermore, on January 2nd, 2026, I received an email from the Payments Department explicitly stating that my withdrawal of €280 via Bank Transfer (SEPA) was rejected, with a vague promise of 'more information via follow-up email'. Instead of an explanation, they immediately proceeded to blacklist me and close my account. This proves that the funds were indeed in my account and were not 'used' as they later falsely claimed."

​"Update: On January 5th, the casino sent a new email admitting their previous mistake and offering to refund only my deposits (€120). They gave me only 80€ until now. They still refuse to pay the remaining €160 of my balance, claiming a breach of terms without proof. Since they have already refunded my deposits, they have effectively admitted that my account was not fraudulent. I demand the full payment of my legitimate balance of €280."

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Dear Chatzi,

Thank you very much for submitting your complaint. We are sorry to hear about the problem you are experiencing. Please allow me to ask a few questions so that I can fully understand the situation:

• Are you able to access the casino now or is your account still closed?
• Could you please advise which games you focused on – slots, live casino, sports betting, etc.?
• Did you accumulate your winnings with or without an active bonus?
• Can you provide any timestamps or details on when you submitted your withdrawal request in relation to the account closure?

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 very much 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.

​"Dear Petra,

​Thank you for your assistance. Here are the answers to your questions:

​My account is still permanently closed. I have no access to the casino.

​I played exclusively on slots.

​My winnings were accumulated without an active bonus. I used my own deposited funds.

​I requested the withdrawal of €280 on December 9th, 2025. My account was fully verified (KYC) on January 2nd, 2026, but right after that, they rejected my withdrawal and closed my account.

​Additionally, on January 5th, the casino admitted their previous claims were incorrect and offered to refund only my deposits (€120). I have already received €80 in partial payments, but they still refuse to pay the remaining €200 of my total balance.

​Best regards,

Chatzi"

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

To better evaluate your case, could you please clarify the following:

• What specific documents did Gambiva request for the KYC verification?
• Have you followed up with Gambiva regarding the promised information on your rejected withdrawal?
• Could you confirm that the casino has not provided any proof of violations of the terms to you?
• Could you provide any additional communication you had with the casino?

Thank you again for your cooperation.

Best regards,

Petra

​"Dear Petra,

​Thank you for your follow-up. Here are the specific details regarding my case:

​KYC Documents Provided: For my verification, I submitted my ID card, a proof of address (electricity bill), a certificate of ownership for my mobile phone number, and a photo of the bank card used for deposits (with the middle digits and CVV covered).

​Follow-up with Gambiva: My last communication with them was on January 5th. I explicitly informed them that I do not accept a partial refund of €120 and that I am claiming my full balance of €280. I also notified them that I would be escalating the matter to Casino Guru. Since that email, they have completely ignored me and provided no further updates or the promised information regarding my rejected withdrawal.

​Proof of Violations: No, the casino has provided absolutely no proof of any violations. The only explanation I received was a generic email on January 2nd stating a "breach of Terms and Conditions" without specifying which rule was allegedly broken. I am attaching a screenshot of this email and my immediate response to it.

​Additional Communication: I am providing the screenshot of the email from their support agent (James) dated January 2nd, which confirms they closed my account and blacklisted my details without any prior warning or specific justification.

​I remain at your disposal for any further information.

​Best regards,

Chatzi"

Dear Chatzi

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Romi (romana.r@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Petra

Dear user,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Gambiva Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Gambiva Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

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.

Dear user,

Unfortunately, as we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint, and we are forced to close it as ‘unresolved.’

Normally, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case, and we were left alone in our attempt to solve this issue.

I am very sorry I couldn't be of more help, but at least closing this complaint as unresolved will negatively influence the casino's rating, and other players can read about your experience in our review.

The casino can reopen this complaint anytime.

Best regards,

Romi