The player from Poland had submitted multiple withdrawal requests totaling 20,000 PLN, but his account was subsequently blocked after he mistakenly confirmed a self-exclusion period. He was unable to log in and sought guidance on how to proceed. The complaint remained unresolved as the player failed to respond to requests for additional information needed to investigate the issue. Consequently, the complaint was closed due to lack of communication, but the player could reopen it by resuming contact.
Gambloria Casino - Player's account is closed but withdrawals are still pending.
Closed
Our verdict
Player stopped responding
Amount: 20,000 zł
Gambloria Casino
Safety Index 7.6 Above averageCase summary
Discussion
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4 weeks ago
Hello, I submitted several withdrawal requests from this casino the day before yesterday and today for the following amounts: 4000 PLN, 3000 PLN, 500 PLN, 4000 PLN, 3000 PLN, 500 PLN, 3000 PLN, and 2000 PLN. These requests were submitted over the course of three days and their status was marked as "pending."
Then, by mistake, I confirmed a self-exclusion period, after which my account was blocked and I can no longer log in. What can I do now?
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4 weeks 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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4 weeks ago
Dear Bartek89,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
To assist you better and effectively address your concerns, could you please provide us with some more details? Here are a few questions:
- Did you contact the casino regarding your withdrawal requests and the time when you will receive them? If so, what was their response?
- Did you accumulate your winnings with or without an active bonus?
You can post screenshots here or feel free to forward them to jean.s@casino.guru. Your cooperation in providing these details will help us investigate and work towards a resolution.
I hope we will be able to help you to resolve this issue.
Thank you in advance for your reply.
Best regards,
Jean
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3 weeks ago
Dear Bartek89,
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.
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2 weeks ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Jean
Casino.Guru
