Gambiva Casino - Player's account has been closed and winnings confiscated.

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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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

Thank you for your reply.

I was playing slot games only.

I am physically located in France. However, I have an automatic VPN installed on my computer for general internet security purposes. It may have been connected to a German server at the time. I did not use it to bypass any restrictions or to misrepresent my location.

I believe I was playing without an active bonus. I initially accepted a welcome bonus but cancelled it before continuing to play and made a new deposit afterwards.

My account was fully verified before closure and no issue was raised during the verification process.

Dear Fallone,

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, Jana (jana.k@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,

Attila

Dear Fallone,

I sincerely regret to learn that your account has been blocked. Please rest assured that I will reach out to the casino promptly to address this matter. I would also like to extend an invitation to a representative from Gambiva Casino to join this conversation, as their input will be invaluable in resolving this issue.

Dear Gambiva Casino, could you kindly clarify the reasons behind the player's account being blocked? Additionally, we would appreciate any evidence you may have regarding this situation. You may respond here or send the relevant information to my email address at jana.k@casino.guru.

Thank you in advance for your cooperation.

Kind regards,

Jana

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.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. 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 rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Anjouan Gaming Authority (validator on the website) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (jana.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Jana