Gambloria Casino - Player's withdrawal is delayed due to document rejection.

The casino is demanding that I send a bank statement from the account I used to make the deposits. I've sent the statement repeatedly, and they always reject it. Customer service just keeps telling me to resend it, but it's rejected again. I can't withdraw my money.

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Dear maeoris,

Thank you for submitting your complaint. I’m very sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention.

Please note that KYC (Know Your Customer) verification is a mandatory security process designed to protect both players and the casino. Because online casinos cannot verify identities in person, KYC is the only reliable method to confirm that an account and its funds belong to the rightful owner. Licensed, reputable casinos handle this step carefully. Although verification can sometimes take a few business days, it is carried out to protect you and prevent misuse of your account. It is also common for casinos to request additional documents even after an account has been verified previously.

To help us investigate and expedite the process, could you please provide the following details:

• Do I understand correctly that verifying your bank statement seems to be the only issue?
• Have you provided any other documents to verify your account, and have they been approved?

We hope to resolve this matter quickly. Thank you in advance for your reply and cooperation.

Best regards,

Kristina

El único problema que tengo es que no verifican mi extracto bancario. Sí he verificado mi identidad con mi documento nacional de identidad y ha sido aceptado.

Thank you very much for your reply, maeoris. Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Kristina te he enviado las capturas por email. Un saludo.

Dear maeoris,

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,

Kristina

Dear player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Gambloria Casino representative to join this conversation.

Dear Gambloria Casino,

Could you please provide clarification regarding this case, along with supporting evidence if needed?

Thank you in advance.

Dear maeoris,

We would like to inform you that the provided bank statement ending in 3280 has been accepted. However, as part of our AML verification process, as outlined at the bottom of our website, additional verification is required.

In order to proceed, we kindly ask you to provide statements showing how the bank account ending in 3280 has been funded. The documents must clearly display your name and the relevant bank details.

You may upload the documents via the verification section of your account. Alternatively, if you experience any issues, you may send them to our email address at support@gambloria.com with the subject line "CasinoGuru", and we will assist you accordingly.

Should you have any further questions, please do not hesitate to contact us.

Best regards,

Gambloria Casino

Dear maeoris,

Can you please confirm, if you would be able to provide he casino with the requested document(s)?

Acabo de enviar la documentación al casino en la sección de verificación de cuenta tal y como se me ha requerido. Un saludo.

Hello maeoris,

We would like to update you that due to Mirka, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Mirka 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 Mirka will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear maeoris,

Could you please confirm, if you have received any update in your verification on withdrawal process?

Dear maeoris,

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.

I have sent the bank statement they requested twice, but it has been denied. I still cannot withdraw my money.

Dear maeoris,

Can you please send me the statement, that has been rejected to miroslava.d@casino.guru for review?

Thank you.

I just sent you the document by email.

Dear maeoris,

The bank statement you sent me covers the period in the beginning of 2025. Also it does not include your name, as casino requested, and based on it is not easily identifiable, that that it funded the account mentioned by the casino.

Please download a new statement, that

• covers the period, in which payments in question were made
• is unedited, submitted as downloaded from the banking interface
• showing your name
• if it does not show IBAN of the bank account ending in 3280, please provide evidence, f.e. screenshots, that could connect the recipient to the account

Please forward me these when you will be able to submit it to the casino.

Thank you.

I just sent the documents the bank provided. Unfortunately, CaixaBank's customer service is very poor, and I still haven't found a way to get the statement in PDF format.

Dear maeoris,

Have you been able to obtain new document(s)?

I just sent a monthly statement and a transfer of funds from the indicated account in PDF format.

Dear maeoris,

We would like to inform you that, after receiving the requested documents, your profile verification has been successfully completed.

You may now proceed with requesting a withdrawal of your balance. Should you have any further questions or require assistance, please do not hesitate to contact us.

Best regards,

Gambloria Casino

Thank you for the update, Gambloria Casino.

Dear maeoris,

Please notify me, when you receive the withdrawal. Feel free to use the 'resolved' button.

Gambloria still has my account suspended and won't let me withdraw. I contacted customer service yesterday and they didn't resolve the issue.

Dear maeoris,

We would like to inform you that your account has been suspended following an administrative decision.

Please note that this suspended status does not prevent you from logging in or requesting a withdrawal. It only restricts your ability to deposit funds and access games on our platform.

Based on the screenshots you provided in our chat, the message displayed in your account’s General tab is for informational purposes only. After closing the message by clicking the "X" button in the top right corner, please navigate directly to the "Wallet" tab and proceed with your withdrawal request. Kindly note that the "Deposit" button is currently inactive due to the suspension and will not provide access to the wallet.

If you are still unable to submit a withdrawal request after following these instructions, please send us a screen recording via email at support@gambloria.com with the subject line "CasinoGuru," and we will be happy to assist you further.

Best regards,

Gambloria Casino

Dear maeoris,

Would you be able to withdraw according to the casino's recommendations?

I followed the instructions and I still can't withdraw. I've contacted the casino via live chat and email, and they still haven't resolved the issue.

Dear maeoris,

From your most recent communication, we understand that the issue relates to the system still requesting verification documents. We would like to inform you that this matter has now been resolved.

Could you please try submitting a new withdrawal request?

If any further issues arise, please do not hesitate to let us know.

Best regards,

Gambloria Casino

Transfer received. Thank you for your attention.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear maeoris,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Mirka