Gambloria Casino - Player's account has been closed and funds confiscated.

Hi, I'm writing this complaint because Gambloria Casino blocked my account and confiscated my balance under false pretenses after my second withdrawal request.

Everything started normally. I made a few deposits, won, and completed the standard KYC process before my first payout. I submitted my real, unedited identification documents. The casino approved the provided documents and successfully payed out my initial withdrawal.

I continued playing, won the second time, and submitted a new withdrawal request. They didn't request any additional documents this time, instead, they simply rejected the payout request and blocked my account. Shortly after, I received an email claiming the documents I submitted previously were faked, notifying me that my account was permanently restricted and my entire balance confiscated.

This accusation is completely baseless. All documents I provided are 100% authentic and unaltered. I would like the immediate release and payout of my full winnings in the amount of €427.7. The casino's decision to confiscate my funds is completely unfair, as all submitted documents are 100% genuine and were already reviewed and accepted by their team. If they refuse to pay out my balance, I demand that they provide concrete proof showing exactly what they claim is faked. 

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Gambloria 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 and when exactly your account was blocked?
• 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?
• Could you please describe the way how your documents were submitted? (email, a depository on the casino's website, a 3rd party service) Which documents were requested altogether?
• Could you please share with me your communication with the casino regarding the accusations made against you? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Hello,

I was playing for about 2 months. My account was blocked on September 7th.

Slots.

Yes, if I remember correctly.

I submitted it via the Verification page. The requested documents were an ID, Proof of Address, and Proof of Payment.

I'll send you the emails privately.

Thanks for your reply and the information provided via email.

Could you please forward the documents you uploaded to the casino for verification?

Send the information to my email at tomas@casino.guru for review.

I apologize for the inconvenience.

Dear User1019,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Thanks for your patience.

I went over the information you provided to the casino.

I apologize, but the documents you claim to have provided to the casino have been clearly edited. Could you please clarify why you claim the documents you provided to the casino were unedited?

Thanks in advance for your reply.

I didn't think that IBAN here was necessary to be shown. The request here was to provide a Proof of Address, and this information is visible and not edited.

Dear User1019,

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, Mirka (miroslava.d@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,

Tomas

Dear User1019,

My name is Mirka, and I will be assisting you in resolving this issue. I would like to invite a representative from Gambloria Casino to join this conversation.

Dear Gambloria Casino,

Could you please provide clarification regarding this matter? Additionally, if necessary, please include any relevant evidence.

Thank you in advance for your cooperation.

Hello Mirka,

We have forwarded you a message regarding the case via email. Please review it at your earliest convenience.

Thank you for your patience.

Best regards,

Gambloria Casino

Dear Gambloria Casino,

I sent you an email with request for supporting evidence. Please check your inbox and provide it at your convenience.

Thank you.

I'm sorry but I can't find your email. Would you be so kind to send it again?

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.

Hello Mirka,

We have forwarded you a message regarding the case via email. Please review it at your earliest convenience.

Thank you for your patience.

Best regards,

Gambloria Casino

Dear User1019,

After carefully reviewing all the available evidence, I’m afraid I must reject your complaint.

The casino provided sufficient information showing that your account was connected to other accounts. Such evidence could not reasonably have been provided without a genuine technical connection between them. Unfortunately, the evidence is sufficient for us to support the casino’s decision.

The KYC process is essential for confirming that each account is registered, verified, and used solely by its legitimate owner. Casino accounts, verification procedures, devices, and payment methods should be used individually and should not be shared with other people.

For the future, I strongly advise you not to share devices used for online casinos and to complete every step of the KYC process personally and independently.

I understand this is not the outcome you hoped for, and I’m sorry we could not provide a more favourable resolution. However, based on the evidence available, we are unable to challenge the casino’s actions.

Best regards,

Mirka