EGB Casino - Pelaajan kotiutus viivästyy ja tuen käyttö on rajoitettua.

Hello,

been using EGB for couple of months and deposited 592 USD and now my balance is 1488 USD.

After trying to withdraw they asked for verification and I sent all documents such as selfie with drivers license and screenshots from Skrill account.

After sending everything they have just been ignoring me for over 3 weeks and live chat closes the conversation immediately after I ask about it. Now it seems I got banned from live chat support since I get no reply.

Dear jormakalev1,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with EGB Casino.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process. 

• Is it your first attempt to submit a withdrawal from the casino?
• Did you receive any confirmation from the casino after sending your documents that they were accepted?
• Have you provided all the required documents as soon as possible and in the correct format?
• Have you tried contacting their support through any other channels aside from live chat?

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

Best regards, 

Natalia

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hello and thank you for responsing to my case!

Yes, this is my first withdrawal attempt.

I didn't receive any confirmations, they only asked couple of times to send some document again. Last time they told me my verification is transfered to "the security department" and they asked for proof of address once again. After that one month of silence despite me sending one email per week to ask if there is anything I could do.

Verification process is done with email and I tried only live chat. Didn't find any other ways to contact.

Thank you very much for your reply, jormakalev1. Please specify if any of your documents were already approved, explicitly rejected, or are still being reviewed.

Could you please forward all the relevant communication between you and the casino to natalia.b@casino.guru? Alternatively, you can post the screenshots here. Thank you in advance.

Dear jormakalev1,

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.

Thank you very much, jormakalev1, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello jormakalev1,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter.

We would like to invite EGB Casino to join the conversation.

Dear EGB Casino,

Could you kindly provide an update regarding the status of the players' verification? It seems that the player has submitted all the necessary documents. Could you please clarify why the KYC process has not yet been completed and why the player's withdrawal has not been processed yet? If there are any factors contributing to the situation that cannot be shared publicly, please share them directly with me at michal.k@casino.guru

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 jormakalev1,

We would like to inform you that your conduct has been found to constitute Prohibited Practices as defined in Section 11 of the EGB Terms and Conditions.

In accordance with that section, your account has been blocked and the funds in your account have been frozen. Deposit amount $464 will be return to your Skrill account j***i@gmail.com. A security review and investigation into your activities on the EGB website will continue.

Deposit amount was $592 last time I checked, now I am blocked and IP banned so I can't check again.

Can't even check what Section 11 in terms are and would like to know proof for prohibited practices.

Dear jormakalev1,

These are the rules in section 11. Prohibited Practices, the casino team mentioned.

11. YOUR USE OF SERVICES. PROHIBITED PRACTICES

We reserve the right to refuse service to anyone for any reason at any time.

You agree that you will only use the Services in accordance with the terms set out in the Agreements. You may use the Website and the Services only for lawful recreation and entertainment purposes. By accepting the Agreements you agree to assist us, to the extent that you are able to, comply with applicable laws and regulations.

The following practices (or any of them) engaged in by you or by any person acting on your behalf or in collusion with you, in relation to the Website and the Services constitute ‘Prohibited Practices’, are not permitted and will constitute a material breach of these Agreements, and shall include, without limitation:

1. using the Website and the Services in any way that breaches any applicable local, national, federal or international law or regulation,
2. using unfair external factors or influences (commonly known as cheating),
3. taking unfair advantage, in particular:
4. any attempt to exploit loopholes in the Services,
5. development of strategies aimed at gaining of unfair winnings;
6. the exploitation of a fault, loophole or error in our Services, or
7. the use of artificial intelligence, external player assistance programs, non-software-based databases, automated scripts, bots, or other automated means to assist or make bets on your behalf,
8. creating Accounts by automated means,
9. allowing or permitting (intentionally or unintentionally) someone else to use Services using your Account,
10. opening duplicate Accounts,
11. abuse of Bonuses, Points or other promotions, in particular:
12. delaying game rounds in any game, including free spins and bonus features, to a later time when you have no wagering requirements,
13. leaving large bets on the table, for example in blackjack, and returning to the game after bonus wagering has been completed,
14. playing games with Bonuses to build up in-game value, lose the bonus funds, and then cash out on the built-up value during real-money play, or
15. using strategies that take advantage of any software bug or failure,
16. using the Services in bad faith and/or undertaking fraudulent practice, in particular:
17. provision of incorrect or misleading information while registering your Account,
18. falsification of any information required to create an Account, or to make a bet or collect winnings,
19. placing bets in a coordinated manner with other users involving the same (or materially the same) selections;
20. impersonation of another person,
21. fraudulent charge-backs;
22. the use of a stolen, cloned or otherwise unauthorized credit or debit card or other payment methods, as a source of funds,
23. match-fixing,
24. the collusion by you with others in order to gain an unfair advantage (including through Bonus or Points schemes or similar incentives offered by us),
25. dealing, in any way, with any third party who may be able to influence the outcome of any event on the outcome of which you have placed or attempt to place a bet,
26. misuse of privileged and/or "insider" information or knowledge that is not in the public domain, or
27. any actual or attempted act by you which is reasonably deemed by us to be illegal in any applicable jurisdiction, made in bad faith, or intended to defraud us and/or circumvent any contractual or legal restrictions, regardless of whether such act or attempted act actually causes us any damage or harm,
28. facilitating any type of illegal money transfer, including money laundering,
29. undertaking criminal activity,
30. harassment of other users,
31. transmitting or publishing any actual or potentially unlawful, harmful, threatening, abusive, tortious, defamatory, vulgar, obscene, lewd, violent, hateful, offensive, racist, harmful or otherwise objectionable, offensive, racist, harmful or otherwise objectionable content,
32. using any means to obtain, collect or access any information on the Website or usernames, email addresses and/or other information of other users, for any purpose,
33. scraping our odds,
34. attacking the Website via a denial-of-service attack,
35. attempting to tamper with, manipulate or influence, interfere with, damage or disrupt any part of the Website, any equipment or network on which the Website is stored, any software used in the provision of the Website or any security measure,
36. transmitting or making available any content that you do not have a right to make available under any law or contractual or fiduciary relationship, including without limitation, any content that infringes a third party’s copyright, trademark or other intellectual property and proprietary rights,
37. promoting unsolicited commercial advertisements, affiliate links, publishing odds or links to other bookmakers and using other forms of advertisement,
38. transmitting, or procuring the sending of, any unsolicited or unauthorized advertising or promotional material or any other form of similar solicitation (commonly known as "spam"),
39. using the Services for commercial purposes;
40. performing or having performed fraudulent actions against other online casinos or payment providers;
41. knowingly transmitting any data, sending or uploading any material that contains viruses, Trojan horses, worms, time-bombs, keystroke loggers, spyware, adware or any other harmful programs or similar computer code designed to adversely affect the operation of any computer software or hardware, and
42. reproducing, duplicating, copying or reselling any part of the Website or the Services in contravention of the provisions of these Agreements.

We may take any measures as we see appropriate in order to create a fair and balanced game play environment. We reserve the right, without prior notice and in our sole discretion, to decide whether your use of the Website and the Services violates the Agreements for any of the above reasons or for any other reason.

We will take all reasonable steps to prevent and detect Prohibited Practices and to identify involved users.

If, in our determination, you are found to be directly or indirectly participating in any form of Prohibited Practices or other activities that we consider to constitute your misuse of the Services or breach of the Agreements, we may take all such actions as we in our sole discretion deem appropriate or necessary under the circumstances, with or without notice to you or other involved parties, including without limitation:

1. giving you a warning,
2. deleting or modifying your postings,
3. suspending and/or closing your Account and terminating these Agreements,
4. suspending and/or terminating accrual of Points,
5. cancelling your Points and/or Bonuses,
6. imposing personal gambling, payout and/or withdrawal limits,
7. cancelling and/or voiding some or all of your bets and other transactions,
8. terminating and blocking your access to the Website and Services, including blocking access to the Website where evidence indicative of automated or robotic activity is found,
9. debiting the amount owed by you from your Account Balance,
10. withholding your balance with no obligation to refund to you any money,
11. informing the relevant authorities, other online service providers, banks, credit card companies, payment providers or other financial institution of your identity and of any suspected unlawful, fraudulent or improper activity,
12. reporting any criminal or suspicious activities to the appropriate authorities, and/or
13. taking legal action against you.

We will not be liable for any loss or damage which you may incur as a result of Prohibited Practices or your breach of these Agreements.

In each case of Account suspension or termination we, at our sole discretion will decide if all or certain bets that were placed prior to an Account being suspended or terminated stand (win or lose) or they are void.

You shall be liable for any and all claims, losses, liabilities, damages, costs and expenses (including any legal costs) incurred by us, which arise from your participation in any form of Prohibited Practices and/or any breach by you of these Agreements, and you shall indemnify and hold us harmless on demand for such claims.

Dear EGB Casino Team,

Please forward me any evidence supporting the alleged violations of your terms and conditions, of which the player is being accused, to me at michal.k@casino.guru

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 jormakalev1,

As previously mentioned, the casino team has flagged your account due to alleged prohibited practices as defined in section 11 of the EGB Terms and Conditions. However, despite my repeated requests, they have not provided the necessary information and evidence for us to independently assess the situation. As such, we are currently unable to support the casino’s actions.

Regrettably, the casino team has become unresponsive, preventing us from taking any further steps. 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.

Please let me know if and how they responded at michal.k@casino.guru if you try this option.

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

Best regards,

Michal

Casino Guru