The player from France had her account fully verified and requested a withdrawal of €900 in winnings, but the casino closed her account and confiscated the winnings, citing a breach of terms without specifying any clause. She has not received a response after multiple inquiries over 20 days regarding the reason for the closure.
Gambiva Casino - Player's account has been closed and winnings confiscated.
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Gambiva Casino
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1 week ago
My account was fully verified after I submitted all requested KYC documents. I requested a withdrawal of €900 in winnings.
Five days after confirming my account was verified, the casino closed my account, confiscated my €900 winnings and claimed I breached Termes and conditions without specifying any exact clause.
They refunded my deposits (€450 total), which I have now reveived.
However, my €900 legitimate winnings were confiscated without explanation or evidence.
I request the casino to clearly state which specific clause I allegedly violated and provide proof.
I believe the closure occurred only after my withdrawal request.
I should point out that I have contacted them three times since my account was closed, asking which clause had been violated, but I have received no response to date. Ant it has benn more than 20 days.
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5 days 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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5 days ago
Dear Fallone,
Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
- Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?
- Did you accumulate your winnings with or without an active bonus?
I hope we will be able to help you resolve this issue as soon as possible.
Thank you very much in advance for your reply.
Best regards,
Attila
