Gamba Casino - Player’s account has been closed and winnings are confiscated.

On the 10th of June, about 2-3 months ago, I deposited $500usd on gamba.com, or actually to be more accurate it was a tip from a close friend, and after winning 1k+ on keno I did a mental super buy(mental spins $0.80 usd per spin) for $800 usd and hit a max win of 66666x for $53332.8 usd, bringing my total balance to $54954.15, so as it was a big win I immediately submitted a withdrawal request for $54,942.90 which I will attach. So very quick I saw that it had been flagged for manual review, which isn't surprising as it's a large amount, and next thing was support informed me that I have to KYC before withdraw can be processed, so sure no problem I submitted the KYC, and next thing they told me was they will return me the deposit amount of 500usd first while they investigate the eligibility of the bet. This is when it got a bit troubling for me as knowing Gamba is a new casino it felt like they might be trying to squeeze their way out of paying out this one, but I was confident of doing no wrong and not violating any terms of service so I just waited for them to complete investigations. So they reached a conclusion that I was in violation of their terms of service after seeking oversight from the provider, the violation being that they claim I was playing from a restricted jurisdiction. So here's the thing, I was born and am a citizen of Singapore, which is the identification I submitted for KYC with and yes Singapore is a restricted region for Gamba or No Limit City(the provider of the slot) I'm not sure which, but online gambling is illegal in Singapore so I wouldn't have been able to gamble anyway. I am permanently residing in Thailand and have been for the past more than a year, and have not even returned to Singapore for that entire time. Of course asking me to KYC my first thought wouldn't be regional issues, so I replied to Gamba after they told me about the violation to explain my situation, which I am sure has no issues as Shuffle listened to my explanation of my country of residency and birth being different which is perfectly acceptable so long as I submit the relevant proof of residency. Gamba did not respond to my explanation and since then has gone totally quiet despite multiple avenues I have gone through to get my withdrawal. Until today a friend told me that casinoguru might be able to do something for me and suggested I file a complaint here. I am very strongly certain that I did not violate any terms of service, won fairly and therefore rightfully deserve to be paid out my winnings. It's a very dirty tactic for Gamba to be using to avoid a large payout and unfortunately for them it's not one that applies in my case either way. Oh forgot to mention they banned my account after that which leaves me unable to communicate with support and the owner refuses to reply me on telegram and several others that have attempted to help me all have not received any reply as well.

Dear hoehenghub888,

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

1. Has your friend sent you the tip of $500 from his Gamba account and used the "tip" feature available in the casino profile?
2. Could you please specify if you ever accessed the casino website from Singapore?
3. Have you provided all your accurate identity information that matches your identity documents? Which country did you enter as your residence in your casino profile?
4. Have you submitted your correct date of birth to the casino?

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

1. Has your friend sent you the tip of $500 from his Gamba account and used the "tip" feature available in the casino profile?

Yes, he sent me the tip of $500 from his Gamba account using their tip feature, which Gamba also recognised as a deposit from me as they have returned me the deposit.

2. Could you please specify if you ever accessed the casino website from Singapore?

No, I haven't been back to Singapore since the ending of 2022. I am not planning to return in the foreseeable future either which makes it ridiculous why it can be used as a reason not to pay me out.

3. Have you provided all your accurate identity information that matches your identity documents? Which country did you enter as your residence in your casino profile?

Yes, I provided all the information 100% accurately. 50k is not a small amount so when they asked for KYC I did it quickly but making sure everything was in order. Gamba does not require KYC, if you check their website on the settings or profile page, there is actually nowhere on the website at all for a user to verify/kyc, look at his verification status, or even list a country of residence/country in general. That is why this issue is so difficult, they asked me for KYC for the first time via support only when I attempted to withdraw and then when I wanted to clarify the details of my verification they just stonewalled and refused to even listen or discuss anything further.

4. Have you submitted your correct date of birth to the casino?

As I mentioned Gamba has nowhere on it's website for a user to list personal details so the first time I submitted my date of birth was during KYC for the withdrawal but yes, I did submit the correct date of birth which can be seen on the identification documents I submitted.

Oh, let me clarify that only the winnings from the Mental max win were not paid out. I mentioned that Gamba allowed me to withdraw the initial $500 deposit/tip, this was along with the about $1000+ I won from their original games, this was indeed done so after some prodding and they only forfeited my winnings of $50k+ from Mental. The total withdraw amount initially requested was $54,942.90 as I showed in the withdrawal screenshot, so the current amount left owed to me is minus the $500 deposit and 1k+ from their original games. I'm not sure what is the exact amount as they banned my Gamba account so I can't check right now so will have to get them to clarify the exact figure regarding this but it's above $50k for sure.

Could you please forward me the documents you sent to the casino for verification? My email address is veronika.l@casino.guru. Do your documents show Singapore as your country of residence? Do you have any official documents proving that you have been living in Thailand for the past two years? Have you used a VPN or IP-masking software to access the casino website?

Ok I've sent you the documents I used to KYC with Gamba.

No, none of the documents state my country of residence at all. These documents generally don't do that. And yes, I have forwarded you a copy of my wifi bill as well which proves I am residing long term in Thailand. I don't specifically recall using a VPN to access Gamba as there wasn't a need to, so I don't think so and I did mention to support that they should be able to see my location/IP as Thailand and I think they are able to differentiate if it's a VPN or a real IP so I told them they should be able to verify right there and then that I am indeed accessing Gamba from a Thai IP that is not a VPN.

Thank you for the documents. Before we proceed with the investigation, please forward me all the communication (emails, screenshots, chat transcripts) between you and the casino customer support regarding your problem at veronika.l@casino.guru.

I have sent you an email containing what I managed to take screenshots of before my account was banned between me & live support as well as the emails from Gamba.

Thank you very much, hoehenghub888, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.