GemoBet Casino - Player’s winnings have been confiscated.

Hello! My account is fully verifed. Deposited with bonuses and made withdrawals. In cashier found 200% VIP bonus used them. This bonus was available 3 times. After 3rd deposit of 30 EUR I was able to meet playthrue for my bonus. Requested withdrawal 452 EUR. And after 2 days receive email, about confiscating my winnings and deposit is returned. Only last deposit. Why casino send me sms with bonus offers and after claiming this bonus winnings are removed?

Email from Gemobet:

Dear Olegs,

We hope this email finds you well. We wanted to reach out to you

regarding your recent withdrawal(s) from our casino.

Unfortunately, we had to cancel your withdrawal(s) due to a breach of

the following Terms and Conditions:

3.25 Bonuses offered by GemoBet are intended solely for genuine players.

Bonus/promotion abuse will not be tolerated. Players' betting patterns

and activity are constantly monitored, and in the case of bonus abuse,

GemoBet reserves the right to cancel, suspend or lock any guilty player

account and cancel/revoke any ongoing gaming activity and refund the

initial deposit. GemoBet may also decide, at its discretion, to ban any

player from participating in GemoBet promotions for a defined or

undefined period, depending on the decision of GemoBet management.

3.26 If GemoBet believes a player has cheated, unfairly taken advantage

of bonuses, or acted in bad faith regarding a promotion offered on the

site, we reserve the right to block or permanently close the player's

account. In this case, GemoBet is under no obligation to refund the

player any money present in their account.

We understand that this may come as a disappointment to you, and we

sincerely apologize for any inconvenience this may have caused.

We take the integrity of our games and services very seriously, and we

have rules and regulations in place to ensure a fair and safe gaming

environment for everyone.

If you have any questions or concerns regarding this matter, please do

not hesitate to contact us via email or Live Chat. Our team is here to

assist you in any way we can.

Thank you for choosing GemoBet and we hope to see you back at our casino

soon.

Best regards,

Payments Team

GemoBet Casino

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with GemoBet Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Is your player's account blocked, or is it accessible to you?
• Have you passed account verification in the casino?
• Did the casino return your deposit, or was the amount confiscated?
• Which games have you played during wagering of the bonus? Could you please describe how you played? (bet amount, use of bonus features, etc.)
• Could you please share the original communication in a format other than text? (screenshot, email) Forward the information to my email at tomas@casino.guru along with any other evidence you might consider supportive of your complaint. Alternatively, 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

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hello!

Is your player's account blocked, or is it accessible to you? accessible

Have you passed account verification in the casino? yes

Did the casino return your deposit, or was the amount confiscated? deposit returned

Which games have you played during wagering of the bonus? Could you please describe how you played? (bet amount, use of bonus features, etc.) only alowed slots, bet was 1 EUR or 2 EUR

Could you please share the original communication in a format other than text? (screenshot, email) Forward the information to my email at tomas@casino.guru along with any other evidence you might consider supportive of your complaint. Alternatively, post screenshots here. Forwarded email from casino

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru), who will be at your service. However, I would like to warn you that it seems to be a common practice of GemoBet Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy", we keep on trying.

Hello there,

Thank you aolegf for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask GemoBet 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 Tobique Gaming Commission and submit a complaint to them through the validator on the casino website (validator link). 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 aolegf. We received the following message:

Hi. I submitted this complaint to the Gemobet license holder, found the address at the bottom of the site, and received confiscated winnings back to my account. I already successfully withdrew to Mifinity. So my suggestion is to try all ways. Sometimes it can be successful.

Dear aolegf,

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,

Peter