Gizbo Casino - Player's account has been closed after a withdrawal request.

I made a deposit at GIZBO Casino and got a bonus, I lost my money but continued with the bonus, I fulfilled the wagering requirement which is 45x and I won, I continued playing and I made a big win, but they blocked my account after I made the withdrawal request, remembering that my account was already verified, they asked for a photo of me with a document and then they called, remembering that I can't even speak Portuguese properly imagine English, I would like you to keep your word because I fulfilled the wagering requirement and my account is verified...

Dear Fransia,

Thank you very much for submitting your complaint. I’m sorry to hear about the situation you are facing with Gizbo Casino.

To better assist you in resolving this, I’d like to clarify a few things:

• Can you confirm whether the casino provided a reason for blocking your account after the withdrawal request?
• Have you had any issues communicating with the casino regarding your verification documents, especially considering your language barrier?
• Could you please provide any communication or responses from the casino, particularly concerning the verification process or the account block?
• If you have any relevant documentation or communication that might help with your case, feel free to forward it to me at petronela.k@casino.guru.

Your cooperation is crucial for us to move forward with this case. By providing any additional information and supporting documentation, we can work together to address this issue more effectively.

I hope we will be able to help you to resolve this issue as soon as possible. Meanwhile, we appreciate your patience after you reply and we investigate the issue.

Thank you in advance for your reply and cooperation.

Best regards,

Petronela

I can't tell if they had a reason to block it, they simply blocked it after I requested the withdrawal, I had no problems with my document, I sent it to support again as they asked, they asked for a video call but we didn't get to talk because no one appeared on the video call, there was no reason to block my account, THEY BLOCKED IT AFTER I REQUESTED THE WITHDRAWAL!

CASINO GIZBO blocked my access to the account after requesting the withdrawal, I called support but they didn't solve it, we talked on the video but they didn't solve it, ACCORDING TO THEM MY ACCOUNT IS BLOCKED FOR AN INDETERMINATE TIME, because they said that my profile needs to go through an additional verification AND THERE IS NO CERTAIN DEADLINE TO BE COMPLETED? REMEMBERING AGAIN THAT MY PROFILE WAS ALREADY VERIFIED AND MY ACCESS WAS ONLY BLOCKED AFTER I REQUESTED THE WITHDRAWAL!

Hi Fransia,

Thank you for your reply and for providing more details. I understand how frustrating it must be to have your account blocked right after requesting a withdrawal, especially when your profile was already verified.

• Just to clarify—if I understand correctly, did the video call eventually take place? You mentioned that no one appeared initially, but later, you were able to speak with support. Did they provide any specific reason for why your profile suddenly required additional verification?
• To better assess your case, could you please forward any confirmation that your casino account was verified in the past? This could be an email from the casino or a screenshot from your account showing the verification status. My email address is petronela.k@casino.guru.
• Also, have you successfully withdrawn any winnings from this casino before, or was this your first withdrawal request?

Looking forward to your reply.

Dear Fransia,

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 we must reject this particular case due to the lack of response from the player to our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.