The player from Switzerland has requested a withdrawal of 800 euros after wagering a deposit bonus but has had it rejected due to alleged violations of bonus rules. They argue that the casino's communication regarding betting limits was unclear and that their winnings came from another game, which should qualify them for the payout.
Gambiva Casino - Player's withdrawal is rejected due to bonus violation claims.
Opened
Current status
Waiting for player to reply
5d 23h 13m 10s
Gambiva Casino
Safety Index:Very lowCase summary
Discussion
Sensitive attachment
Sensitive attachment
13 hours ago
Translation
I made a deposit of 50 CHF and accepted a deposit bonus. I wagered the entire bonus amount and therefore withdrew my winnings as real money. I continued playing and, having accumulated a profit of 800 euros, I requested a withdrawal.
After my account was verified and accepted, their customer service rejected my withdrawal (like 99% of users) on the pretext that I had violated the bonus conditions rules, namely: betting more than 2 euros per game and playing Big Bass Bonzana (a game that was prohibited with a bonus).
First of all, their website isn't honest because they never send you an alert to tell you that you can't bet with an active bonus (like most casinos do), and secondly, the winnings I made were on the Sugar Rush Superscatter game. I played other machines, but my winnings were all from that one game.
I emailed them asking for a detailed history of my playing time, including bets over two euros and the fact that I played a prohibited game, and I keep getting a standard reply.
I would like to get my winnings back, I still won 800 euros on a completely unreliable site, unfortunately I only saw the reviews after winning.
Automatic translation:
Public
Public
47 minutes 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.
Public
Public
47 minutes ago
Dear Hona.94,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Please clarify some details so I can understand the situation.
- Did you wager more than €2 during the active bonus?
- Did you use a featurebuy while the bonus was active?
- I know you already attached the emails from the casino about bonus violations in your previous message but could you please forward those emails to me? My email address is jean.s@casino.guru.
- Additionally, kindly forward your game history together with a link to the specific bonus that you redeemed and played.
If there is any other relevant communication between you and the casino, please send it as well.
Thank you in advance for your reply.
Best regards
Jean
