Gambiva Casino - Player's withdrawals are delayed.

I made a withdrawal on 29.11 at gambiva.com casino. On 5.12 the casino announced a daily max withdrawal of 1000e. I canceled the withdrawal on 29.11 and made a new 1000e on 5.12 and the following days 2 1000e withdrawals, i.e. a total of 3000e. The casino announced a max 36h processing time for withdrawals on 5.12. Since then the casino has not answered questions about the payment schedule for withdrawals. Kyc approved. I politely ask a casino guru for help in handling this matter.

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Hello,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests. That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint. If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings within 14 days since requesting the withdrawal, please let us know, and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Veronika

Today gambiva.com announced....Withdrawal declined. No reason given. Login to gaming account blocked.

Hello Koppari,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Have a relaxing holiday Veronica 👍. I have sent a couple of emails to gambiva.com asking why my withdrawal was rejected, funds were held and login to my account was blocked....without receiving a response.

Thank you for your patience. Have you received any responses from the casino in the meantime?

What types of games did you play to accumulate the winnings that you were unable to withdraw from this casino?

Did you accumulate these winnings with or without a bonus? If you played with a bonus, kindly send me a link or a screenshot.

Hello

I played with a 200% "welcome" bonus. I only played slots. I managed to accumulate a balance of 6500e at best. Bets during the turnover 36cent - 3e. I sent screenshots by email, did you receive the email I sent? The casino withheld my balance and blocked me from logging into my account. The casino has not answered my question as to why my winnings were withheld and my account was blocked.

Dear Koppari

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, Michal (michal.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,

Veronika

Hello Koppari,

It's Michal once more. I've taken charge of this case. I have reviewed this case, and I’ll reach out to the casino team to better understand the circumstances and see if there’s any room for clarification or resolution.

We would also like to invite Gambiva Casino to participate in this discussion and share their perspective.

Dear Gambiva Casino,

I respectfully request clarification regarding the reasons that led to the decision to confiscate the player’s funds and terminate their account.

If there are any relevant details or circumstances pertaining to this case that cannot be shared publicly, I kindly ask that you provide them directly to me at michal.k@casino.guru for an independent review.

Thank you in advance

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.

Dear Koppari,

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.

Although Gambiva Casino appear to hold a valid gaming license as they are listed in the Register of License Holders

Currently, the only way to submit a complaint to the authority is via a form on the licence validator page. You may wish to inform the licensing authority that the casino operator (Softon Ltd) is not offering this option to their players. The greater the number of complaints they receive regarding this matter, the more probable it is that they will take the necessary actions. Regrettably, this is where any potential assistance from our end concerning your case concludes.

I am sorry I could not be of more help on this occasion. I really hope the decrease in the rating caused by unresolved complaints might help to change the casino's approach.

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,

Michal

Casino Guru