Gambiva Casino - Pelaajan voitot on takavarikoitu.

I requested two withdrawals of €6000 each (total €12000), both rejected and confiscated by the casino citing bonus abuse.

I made multiple real money deposits and played for a long session.

While bonuses were active, the casino allowed access to Live Casino games without any warning or restriction. The system also allowed multiple bonuses to be active simultaneously despite the terms stating only one bonus should be active.

The player did not attempt to exploit the system — the platform permitted the gameplay and only acted after a significant win occurred.

Confiscating the full balance instead of removing only bonus-related winnings is disproportionate and unfair.

I request a fair recalculation of the balance excluding only bonus derived funds.

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Dear Abdulsiw,

Thank you for submitting your complaint. I’m sorry to hear about your experience at Gambiva Casino. We believe that restricted games for bonus play should be blocked and that this rule should be implemented at the software level—meaning the casino's software or website should prevent players from placing bets on games that are not permitted during bonus wagering. That would be the ideal solution. Alternatively, at the very least, players should be notified when they access a restricted game that it cannot be played while their bonus is active.

• Could you please advise if you have been warned by the software when accessing any of the restricted games and if it was your first redeemed bonus in this casino?
• Do you have access to your gameplay history in your account? If yes, could you please share it with us?
• If there is any other relevant communication between you and the casino, please forward it to attila.g@casino.guru. Alternatively, you can post it here.

Looking forward to hearing from you.

Best regards,

Attila

Dear Abdulsiw,

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, Michal (michal.k@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,

Attila

Hello Abdulsiw,

I'm Michal, and I have taken over your complaint. I have examined this case, and I will attempt to get in touch with the casino to see if I can assist you. However, I must inform you that Gambiva Casino has not been particularly cooperative in resolving player complaints with us, and they currently have several unresolved complaints, which unfortunately diminishes the likelihood of a favourable outcome for your complaint. Nevertheless, I will reach out to them and endeavour to find a way to help resolve the matter if possible.

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

Dear Gambiva Casino,

While we acknowledge that players are ultimately responsible for reviewing and following the rules they agree to, we strongly advocate for casinos to configure their software and websites in a way that prevents unintentional violations. When players can access games without any clear warning that doing so may lead to the confiscation of winnings, it creates a predatory environment—one where players can lose money without ever having a fair chance to win.

This goes against the fair and transparent practices we are trying to pursue in the gaming industry.

I kindly request your reconsideration of this situation.

If there are any relevant details or circumstances pertaining to this case that cannot be shared publicly, I kindly ask that you provide them directly to me at michal.k@casino.guru for an independent review.

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 Abdulsiw,

I have tried to contact the casino repeatedly but have had no success. I'm afraid there is not much that can be achieved without cooperation from their side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

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 rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

Usually, in the meantime, I would recommend you contact the Anjouan Gaming Authority and submit a complaint to them through the validator on the casino website, but the casino doesn't display its license validator, most likely in an attempt to prevent players from escalating their complaints further.

Although Gambiva Casino appear to hold a valid gaming license as they are listed in the Register of License Holders

Currently, the only way to submit a complaint to the authority is via a form on the licence validator page. You may wish to inform the licensing authority that the casino operator (Softon Ltd) is not offering this option to their players. The greater the number of complaints they receive regarding this matter, the more probable it is that they will take the necessary actions. Regrettably, this is where any potential assistance from our end concerning your case concludes.

I am sorry I could not be of more help on this occasion. I really hope the decrease in the rating caused by unresolved complaints might help to change the casino's approach.

While we cannot assist further with this specific case, please do not hesitate to contact us if you have issues with any other casino in the future, and we will try our best to help if possible.

Kind regards,

Michal

Casino Guru