Gizbo Casino - Player’s withdrawal has been delayed.

Withdrawal rejected (€105.08) and predatory extra deposit demands despite prior support confirmation.

I registered at Gizbo Casino and fully verified my account. My ID, selfie, phone number, and bank account statement (Pay by Bank) are ALL 100% approved in my profile.

Before depositing, support agent Ariana confirmed in writing that a €10 deposit with a 1x wagering requirement would be sufficient for withdrawal. I deposited €10 via Pay by Bank and fully met the wagering requirements without using an active bonus. The system automatically capped my balance to €105.08.

When requesting my withdrawal, it was rejected. In live chat, support agent Kerry demanded that I make another deposit equal to my balance (€105.08) and wager it 3x, claiming rule 10.7.4. 

This is completely unjustified for two reasons:

1. Rule 10.7.4 explicitly states it applies to the 'repeated use' of no-deposit bonuses. This is my very first account and my first bonus on this platform.

2. Support agent Ariana gave me contradictory assurances prior to my deposit. Furthermore, Kerry claimed the deposit was for 'phone verification', even though my phone is already fully verified.

I request CasinoGuru's assistance to enforce the payout of my legitimate funds (€105.08).

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

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Dear Mxi17,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear Mxi17,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear Jean,

As clearly detailed in my previous message above, this is NOT a delayed withdrawal. 

Gizbo Casino actively canceled my withdrawal, confiscated my €105.08 winnings, and permanently blocked my account immediately after I submitted this complaint. They are refusing any payout.

Since the casino has closed my account and confiscated the funds, I request that you now invite the casino representatives to this thread to explain their actions and Rule 10.7.4.

Best regards,

Maximilian

I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation.

• Could you please let me know when exactly you registered your account and when your account was blocked?
• Which bonus did you use? Please provide a screenshot or the link to the bonus.
• Was it a free (no deposit) bonus or a deposit bonus?
• Did you deposit €10 before or after completing the wagering requirement for the bonus?
• Were you informed that you had breached any bonus terms? For example: maximum bet limit, restricted games, multiple accounts, bonus abuse, exceeding maximum winnings, or any other alleged violation.
• Could you please share with me all your communications with the casino regarding your account closure? Send emails or chat transcripts to my email at jean.s@casino.guru or post screenshots here

Thank you very much in advance for your reply.