EGB Casino - Player’s account has been closed due to withdrawal issue.

Hello.

The user in this case did not engage in casino gaming but was active in sports/esports betting. His account was permanently suspended due to serious violations of our Terms and Conditions, including the use of automated tools such as scripts or bots, which are strictly prohibited on our platform.

Our internal investigation also revealed a second account linked to this user, displaying identical betting behavior and further evidence of script/bot usage — a clear case of multi-accounting.

Additionally, the user is a resident of Germany, a country listed among the restricted jurisdictions under our operating license. Accessing our services from such a country is a direct violation of our licensing terms and represents a compliance risk that could potentially endanger our license.

The primary reasons for the account suspension are as follows:

Use of prohibited software (scripts/bots);

Multi-accounting;

Bypassing geo-restrictions and registering from a restricted country.

As per Rule 3, Clause 11 of our Terms and Conditions, the user's balance was confiscated.

Please note that the detailed information about this case originates from our Security Department and is not intended for public disclosure.

That's crazy I've never played on your site in my life before. Funny that multiaccounting was not in the original email you guys told me with violations, so I assume you're making this up. Quite convenient that you're not sharing any evidence either 😀

Ridiculous that you let Germans deposit and play and then keep their money if they just win something. And then in front of mediators you make up so many ridiculous lies without any proof whatsoever.

I swear to GOD I've never used a bot or a script anywhere I don't even know how. This is just crazy. My gambling history will support that as one could see it's far from anything non-human but ofc you lock my account! Scammers! Multiaccounting claim is crazy and so new you didn't even include it in the original mail. Thats a stupid way to expose your own lies. Never EVER have I played at EGB before in my LIFE. My KYC I did on your site is my OWN and ONLY identity and I can proof that to Casinoguru if needed with a videocall, which would directly counter your claim that I have multiple EGB accounts. As I successfully passed KYC on your site with my OWN ID via mail. That would not be possible if I had other accounts under the same name. So what a weak lie. So many lies it's crazy just to scam me out of less than 2000USD. If you dont want me to play just pay me and let me leave. What a clownshow.

If Germans danger your license why do you let them sign up, deposit and play for weeks-months without using VPN. To scam them exactly! Stupid excuse!

Furthermore that you're just ghosting me via mail is the icing on the cake. Hope you lose way more new customers to my posts than u get by keeping my balance. Scammers

Hello everyone,

Thank you both for your replies.

Dear EGB Casino Team,

Could you please provide any supporting evidence to me? My email address is [email protected]. I am mainly interested in the multiple accounts the player allegedly created, and that they only focused on sports/esports betting. Thank you very much.

Waiting your answer on my email.

I've never multiaccounted on EGB and I'm willing to provide anything possibly needed to confirm that

Dear EGB Casino Team,

As I mentioned previously, we need evidence confirming the player created multiple accounts and played only sports betting. Thank you.

Hello!

Unfortunately, our license does not allow us to share any user information with third parties, let alone provide recordings of video verification sessions conducted by our security department.

For security reasons, we also cannot provide screenshots of internal systems such as admin panels, user pages, or their logs.

Thank you for understanding.

A "video verification session" did not even take place. KYC was just me sending documents and stuff via mail? What are you even talking about?!

Dear player,

The casino team has flagged your account due to alleged prohibited practices. However, despite my requests, they have not provided the necessary information and evidence for us to assess the situation independently. As such, we are currently unable to support the casino’s actions.

Regrettably, without sufficient evidence to review, we are unable to conduct an independent evaluation. This lack of transparency does not align with the fair practices we strive to uphold in fostering a just gambling environment for both players and operators. Therefore, we have no choice but to close this complaint as unresolved—insufficient evidence provided by the casino.

I understand this isn't a satisfactory solution to your issue, but the decrease in the casino's rating caused by unresolved complaints could prompt a change in their approach. If the casino decides to respond and resolve the issue, we will reopen the complaint and notify you by email.

Should you want to pursue your complaint further, you can submit it to the Curaçao Gaming Control Board (GCB) via this contact form. Although the GCB does not officially handle disputes between players and gaming operators, they still might be able to help, so it is worth a try.

I am sorry I could not be of more help on this occasion.

Best regards,

Kristina

Casino Guru