GAMBLR Casino - Pelaajan voitot näyttävät olevan takavarikoituja.

Hi

I made registration here on 26 March.

Made deposit 2000 usdt and received bonus 1000 usdt (site has informatiion about 100% up to 5000 usdt, but seems something do not work, but it is oaky).

I started to gamble. I won win real balance 5500 usdt.

The balance was shown like real balance. I tried to cancel bonus. They also had rule that first funds for gamble are used from real balance.

After I made bonus cancelation (1000 usdt), bonus was canceled with real balance, and only deposit amount (2000usdt) are with me. So balance is 2000 usdt now.

I made report to support, and then nothing happens (also in chat I send then screenshot that I gambled with real balance, not bonus) . Live chat only answer, that I need to wait few more time.

Please help.

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.

Stay safe.

Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the issue you’re experiencing. To better understand your situation, please allow me to ask you a few questions:

• Could you please send me a link or a screenshot of the bonus you activated and played with?
• Do I understand correctly that you have opted to cancel the bonus before finishing the wagering?
• Were the winnings of 5500 USDT gained before or after the cancelation of the 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

Attila

Could you please send me a link or a screenshot of the bonus you activated and played with? I can not, I received it automatically (first deposit bonus)

Do I understand correctly that you have opted to cancel the bonus before finishing the wagering? Yes, I canceled bonus, my balance was 5500 real money and 1000 bonus.

Were the winnings of 5500 USDT gained before or after the cancelation of the bonus? After I made 2000 usdt deposit, but balance was 2000 real balance, and 1000 bonus balance. First I played with real money and got winnigns from it.

Dear aleks86, thank you for your response. Could you please confirm whether you have received any notification or warning from the casino indicating that the cancellation of the bonus could result in the loss of your winnings?

Thank you for your cooperation.

No, I just canceled bonus, and there had message that, do you accept to cancel bonus amount. But bonus amount was 1000 usd, not all my winnings (casino has rule that fist money which are used are from real balance, so it is 100% clear that I played with real bonus, also gave screenshot of it.)

Casino said that they will resolve the problem, but after 2 weeks passed I made this complaint. Also when I asked casino about some news, they just copy paste that relevant team will answer soon.

Dear aleks86,

Thank you for your response. Could you please provide any supporting evidence, such as a screenshot of the notification you received prior to the cancellation of your bonus, or a screenshot showing your balance before the cancellation took place? Additionally, could you please clarify the reason for the cancellation of the bonus?

Thank you for your cooperation.

I do not have such screenshots, but I already explained, why I played with real balance, not bonus. all my explanation are based on rules of this casino. also casino said that they will invistage the problem. passed more that month. and nothing 🙂

Dear Aleks,

It looks as though the full amount has been withdrawn from your account on the 10th April.

You currently do not have any remaining balance. I can see you deposited $1,998 and withdraw $4,962.

Hello aleks86,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila 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 Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear GAMBLR Casino Team, thank you for your response.

Dear aleks86, could you please confirm whether you have received your winnings? May we consider this complaint resolved?

I look forward to your reply.

Dear aleks86,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Attila
Casino.Guru