Gonza Bet Casino - Player's account has been closed unexpectedly.

My account was suddenly closed without any reason or notice. At the same time, withdrawals were frozen and I haven't been able to withdraw any funds. I believe this is an attempt to abscond with my money.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?
• Was your account blocked after you submitted a withdrawal request?
• What types of games did you play to accumulate the winnings you were trying to withdraw?
• Did you accumulate these winnings with or without a bonus?

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

Best regards

Veronika

I had been in contact with support regarding KYC procedures until the day before my ban, and it was almost complete, just waiting for finalization. I was instructed to complete KYC after requesting a withdrawal, so I proceeded as such, submitting my withdrawal request with the KYC documents attached. The winnings I attempted to withdraw were solely from playing baccarat with the cash portion after receiving the first deposit bonus (a separate bonus), and I had only played with the cash portion more than one time. I was attempting a test withdrawal because I was afraid of this kind of withdrawal scam.

Hello salisero,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear salisero;

I would like to inform you that I will be taking over this complaint, as Veronika is currently unavailable due to health reasons.

I will review the case and get back to you shortly. If there have been any updates since your last message, please let me know in the meantime here in the thread or via email at karla.m@casino.guru

Thank you for your understanding.

Best regards,

Karla

Casino.Guru 

Dear salisero,

Thank you for your message.

In order for me to better understand what led to the closure of your account and properly assess your case, I kindly ask you to provide the following:

• Any communication you had with the casino (emails or chat transcripts), especially regarding your KYC verification, withdrawal request, and account closure
• Copies of the KYC documents you submitted to the casino (or confirmation of what exactly was submitted)
• Any responses from the casino explaining or referencing the reason for blocking your account

You can upload the documents directly here in the thread or send them to my email at karla.m@casino.guru.

This information will help me review your case more thoroughly and proceed with the next steps.

Thank you very much in advance for your cooperation. I look forward to your reply.

Best regards,

Karla

Casino Guru

Unfortunately, there is no evidence at all. I only have the deposit history from myfinity. This is because they did not respond to any of my messages and blocked my account. I regret that I should have collected the chat history, anticipating that this would happen.

Dear salisero,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Hadi, hadi.a@casino.guru. This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Karla Mayfly

Dear salisero,

It’s a pleasure to e-meet you. My name is Hadi, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Gonza Bet Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Gonza Bet Casino,

Could you kindly provide detailed information regarding the player's issue? Specifically, I would appreciate it if you could clarify the situation.

Thank you in advance for your cooperation and prompt response.

Best regards,

Hadi

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.

Dear salisero,

I have repeatedly tried to contact the casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. 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 casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

In the meantime, I recommend contacting the Anjouan Offshore Finance Authority (AOFA) also known as Anjouan Gaming by submitting a complaint through the license badge displayed in the footer of the casino’s website. Regulators often have additional tools and authority to assist players in such situations.

For guidance on how to effectively submit your complaint to the regulator, you can find helpful information in this article.

If you need any assistance with the submission process or receive a response from the regulator, please don’t hesitate to email me at hadi.a@casino.guru.

I’m truly sorry that I couldn’t provide a more favorable resolution this time.

best regards,

Hadi