GemoBet Casino - Player’s account has been blocked after withdrawal request.

I received an email from gemobet giving me free spins. 25 super spins worth €1, you can withdraw up to €500 from your winnings. I have received free spins there many times before but I have not won or made any withdrawals with them. This time I won, I checked my account balance. The funds were in the real balance, the bonus balance was shown as zero. I tried to study their bonus rules, somewhat confusing information and since the winnings were in the real balance and I could not find any wagering for the free spins, I decided to withdraw the amount. They immediately sent me an email asking for documents. I sent these, they were approved, after which I received an email saying that once all your documents have been approved, the withdrawal will be given to their payment team for processing. After this, I heard nothing for two days. Today I tried to access their page and they have blocked me. No email, no notification, nothing from them, they just blocked me. And isn't it strange that they ask for personal information that you accept and then, without any notice, just block you.

Dear laurakazarinova,

Thank you very much for submitting this complaint. I'm sorry to hear about the issue you're experiencing. To better understand your situation and assist you further, I’d like to ask a few clarifying questions:

• Have you received any emails from the casino after your account was blocked?
• Have you tried clearing your cookies, cache, and browser history to see if that helps you access the casino website?
• Have you attempted to access the site using a different device or browser?
• Are you unable to log into your account specifically, or are you unable to load the entire website at all?
• When was the last time the casino communicated with you?
• Have you made any deposits into this casino?

I hope we’ll be able to help you resolve this situation as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika

I emailed them after the documents were approved when I noticed I couldn't access their website. They replied yesterday that their website was under repair and that it should be up and running in a few hours. Now I can access the website again and log in to my account but there is a small bug on the website. They also said that my withdrawal is being processed by the payment team, but the withdrawal status in my game account still shows as cancelled. I will wait a couple of days and contact them if I don't hear anything about it.

And I have made deposits to this casino before.

The casino paid out the winnings, this case can be ended positively 😊

Dear laurakazarinova,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Veronika Fritz

Casino.Guru