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

Deposited 500€ and won 1500€.

First the kyc approval took a long time and then the withdrawals were in review for a week. Afrer a week I woke up to an email that my account was closed due to breach of TOS, I have read TOS and I have not broken a single point. Casino refuses to explain what point I broke.

I want my money and this casino to be deleted of the site - noone has had a positive experience with it.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Gambiva Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Was the refund of your deposits already processed?

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,

Tomas

I have been playing on the casino for 2 weeks, most of the balance was won with sports bet, but there was also some slots. 2/3 sports and 1/3 slots.

I did not use a bonus I forfitted/cancelled it straight away after the 1st deposit, refund of deposits has not been processed.

Dear Betterman34,

Thanks so much for sharing all the details and taking the time to explain everything so clearly. I really appreciate it.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Jana (jana.k@casino.guru), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.

No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.

Kind regards,

Tomas

Dear Betterman34,

I hope this message finds you well. I am genuinely sorry to learn that your account has been blocked. Please rest assured that I will reach out to the casino promptly to address and resolve this issue.

I would also like to invite a representative from Gambiva Casino to join this discussion in order to assist in resolving your complaint.

Dear Gambiva Casino,

could you kindly provide clarity on the reasons behind the player's account being blocked? Additionally, if possible, please share any relevant evidence regarding this matter. You may include your statement and any supporting documents here or send them directly to my email address at jana.k@casino.guru.

Thank you in advance for your cooperation and assistance in this matter.

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 (vaidator 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