The player from Germany had requested a withdrawal of €200 on April 8th and had completed the required verification, but learned on April 16th that her account had been blocked for alleged violations without further explanation. She expressed concern that the casino's actions appeared to intentionally avoid paying out her winnings. The complaint was closed as unresolved because the casino did not respond to multiple attempts at communication by the Complaints Team. The casino's lack of cooperation was noted as a recurring issue, and the team advised caution regarding this operator.
Gambiva Casino - Player's account has been closed without explanation.
Unresolved
Our verdict
No reaction policy
Black points: 72
Amount: €200
Gambiva Casino
Safety Index 2.9 Very lowCase summary
Discussion
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2 months ago
Translation
On April 8th, I requested a withdrawal of €200. I was then asked to submit documents for verification, which I did immediately. The verification process took about a week. Afterwards, customer service informed me that everything was in order and that the withdrawal was being processed and would be completed as soon as possible.
Today, April 16, 2026, I received an email informing me that my account had been blocked due to alleged violations, without any further explanation. I was also informed that within 14 days, only the amount of my deposits less than my winnings would be refunded.
I get the impression that this is a deliberate practice of not paying out profits.
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2 months 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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2 months ago
Hello,
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.?
- Did you pass the verification before you lost access to the account?
- 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
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2 months ago
TranslationI played slots, passed the verification, I don't remember exactly about the bonus, but if there was one, it had already been wagered. I was able to request my withdrawal without any problems. Then I sent all the necessary verification documents by email. After that, I contacted customer service and they said everything was fine and I would receive my money as quickly as possible. And in the end, all I got was an email about my account being blocked 🤷🏻♀️
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2 months ago
Thank you for your reply. Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.
Thank you for your patience and cooperation.
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1 month ago
Thank you for the evidence provided.
Unfortunately, during our investigation process, we have reached a point where we are unable to move forward with this complaint. Generally, we would now try to get in touch with the casino and ask for their explanation. However, this casino has 10+ cases closed as "No Reaction Policy," which clearly shows that it is not interested in cooperating with us.
Sadly, we are forced to close your complaint as "unresolved." This will affect the overall rating of the casino. I understand that this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could change the casino’s approach.
Regrettably, we have no other choice since it seems to be a common practice for Gambiva Casino to completely ignore our attempts to mediate any kind of issue. Please check all our failed attempts to negotiate.
We have sent numerous emails and tried to communicate with live chat representatives, as well as with affiliate team members. Unfortunately, all efforts to resolve any issues have died as the complaints grew in numbers. We strictly recommend staying away from Gambiva Casino. I wish I could be of more help.
The casino can reopen this complaint anytime.
Best Regards,
Attila
