Gambiva Casino - Player’s account has been closed without explanation.

I signed up with Gambiva casino. I deposited 75 euros. I got a good bonus on eye of Horus. I tried to withdraw 1000 euros. Firstly they told me I couldn't withdraw due to anti money laundering laws. They said j had to play through another 36 euros. When I done that I then tried to withdraw 960 euros. My account was fully kyc verified. The withdrawal was under review for a few days. It then got rejected and my account closed for no reason. When I emailed them they said I had broken their terms and conditions and account would be closed. They never stated what terms and conditions I had broken though. Any help would be much appreciated.

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Hello,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. May I ask a few questions to better understand the situation?

• Could you please advise whether you played games other than Eye of Horus?
• Do I understand correctly that €960 (dispute value) has been confiscated?
• Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru.

I hope we can help resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

That's 2 of their replies there..I had sent a few other emails just asking about why verification documents are taking so long and why withdrawal taking so long. Took them ages to reply but then I got automated messages saying that it takes 48 hours for verification and to wait longer. It took about 4 days in total. The email about withdrawal was that they were getting a high number of people winning and would get my withdrawal in due course. I also contacted their live chat multiple times to be told there was nothing to worry about. Then the live chat just disappeared.

I think I maybe alternated between eye of Horus the golden tablet and eye of Horus rise of Egypt. I can't logon now to see the exact games I played as account blocked. Thanks.

Hi there. Just sending a quick follow up. I've sent them a couple more emails asking why they closed my account and to provide me with which terms and conditions I broke. As I already expected zero reply. The only terms and conditions I have broke is winning. I stated to them if there was an issue why didn't they close account during KYC verification or when depositing initially.

Dear Mackers39,

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, Peter (peter.c@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,

Kristina

Morning. Thanks for reply and Hi Peter. If you need anything else just give me a shout and hopefully we can beat this scam casino, get my owed winnings and make sure anyone else in future doesn't get scammed.

Hello there,

Thank you Mackers39 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Gambiva Casino for their help in resolving this complaint. We would like to know why the player's account was closed and what we can do to help resolve this issue.

Thank you!

That's great thanks Peter. What in your opinion is the chance of actually getting my owed winnings from this casino? Are you on casino guru actually able to do that? I sent them 3 emails again recently asking for reason for account closure and got zero response.

Unfortunately, the casino has already received the no response policy tag from our previous attempt to resolve the complaints, but we nonetheless continue to try to resolve the issues by contacting them. I will update you about any new developments. Thank you for your patience during this time!

Does that mean you already basically know there is no chance of resolving it but just keep trying anyways?

Hi there Peter. Have you had anymore luck with this?

Regards

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.

Hi Peter. This casino needs shut down. Another thing I've noticed since is that my email and phone messages are getting absolutely spammed by other casino sign up offers. I genuinely believe this casino is just set up to extract as much money as possible out of people who didn't read up enough about them. I am severely doubtful you will ever get a reply from them. Their ratings are already in the gutter now anyways.

Regards

Dear Mackers39,

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 their side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

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 could 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.

Usually, in the meantime, I would recommend you contact the Anjouan Gaming Authority and submit a complaint to them through the validator on the casino website, but the casino doesn't display its license validator, most likely in an attempt to prevent players from escalating their complaints further.

I am sorry I could not be of more help on this occasion. While we cannot assist further with this specific case, please do not hesitate to contact us if you have issues with any other casino in the future, and we will try our best to help if possible.

Kind regards,

Peter