The player from Singapore faced confiscation of winnings amounting to about $3.1k by Gembet, which cited "unfair betting" after the player had completed the required turnover. The player argued that betting on both red and black in roulette did not yield any profit, yet the casino restricted the winnings based on this action. Instead of the expected $4.2k, the player was only able to withdraw $990, which was still pending. The Complaints Team engaged with the casino, which later acknowledged an internal mistake in confiscating the entire balance instead of only the bonus-related winnings and refunded the player’s 400 SGD deposit without turnover requirements. However, due to the player's lack of response to follow-up communications, the complaint was closed as unresolved. The player was advised to contact the Anjouan Gaming Authority for further assistance.
GemBet Casino - Player’s winnings have been confiscated.
Player stopped responding
Amount: 4,159 $
GemBet Casino
Safety Index:Above averageCase summary
Gembet has confiscated my winnings of avout $3.1k quoting "unfair betting" after I completed the 30x turnover amount of $24k calculated by ($400 my own money + $400 bonus money)x30 turnover. And the max turnover per bet is only $100
The example of "unfair betting" that they gave was betting on both red and black on the roulette. But according to their terms and conditions the winnings from this will be confiscated. But how is there even earnings from this? Lets say $50 on red and $50 on black would not make me any profit but risk losing $100 to green due to the house advantage in roulette.
Instead of the $4.2k that i was supposed to be able to withdraw, i was only able to withdraw $990 which is also just pending
Dear Deanxdd,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Did you play any other games besides the roulette while this bonus was active?
- Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
I have played baccarat as well, while betting on both player and banker which is a net loss since the bank winrate has a commission of 5%
Thank you very much, Deanxdd, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
Hello there,
Thank you Deanxdd for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask GemBet Casino for their help in resolving this complaint. We would like to know why were the player's winnings confiscated and what can we do to help resolve this issue.
Thank you!
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.
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 its side. 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 might 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. In the meantime, I recommend you contact the Anjouan Gaming Authority (https://anjouangaming.com/dispute-terms-conditions/) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.
Best regards,
Peter
We’ve reopened this complaint at the request of GemBet Casino. We received the following message:
We have reviewed this complaint and re-evaluated the player’s activity in detail. We can confirm that the player repeatedly attempted to use the welcome bonus in a non-recreational manner by placing multiple "safe bets" during the wagering process. This behaviour is considered bonus misuse under our promotional terms.
However, in this particular case, we made an internal mistake. Our welcome bonus is a sticky bonus, and we incorrectly confiscated the entire balance, including the player’s 400 SGD real-money deposit. Under normal circumstances, only the bonus-related winnings would be voided, and the player’s real-money deposit would be returned with our standard 1x turnover requirement.
Given the delay in resolving this and acknowledging our mistake, we have now fully refunded the 400 SGD deposit to the player with no turnover requirement attached.
Dear Deanxdd, let us know if you received the funds or if you require any further assistance. Thank you!
Dear Deanxdd,
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.
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,
Peter
Casino.Guru
