Gamblii Casino - Player’s winnings have been confiscated.

Hello,

I have really been robbed of my money by this Casino. In my email I constantly receive advertisements from different casinos and I chose Gamblii casino by chance. I have made a deposit on the casino account 100€. When I was going to play then I got a bonus of 200€ for new players. When I have played all night then I won 6000€. When I was going to make my first withdrawal of 1000€ then only the theme of payment has approved my account. I get an email today like this.

Hello Michael,

I hope this email reaches you well.

We are sending you this email in regards to your withdrawal request. Unfortunately your withdrawal has been rejected and your winnings have been confiscated. We are terribly sorry for this.

The reasoning behind the confiscation of your winnings is that you've breached our terms of service in regards to point "7.6. Gaming with active bonuses is restricted in the next games". You've played the game "Live Casino" with bonus balance. You have surpassed this one or more times while wagering your bonus.

We are terribly sorry for any inconvenience this may cause you.

Thanks for your patience and understanding.

This casino has taken away all my money at the casino which is €6000 it made me cry and feel deeply sad and disappointed because it is not ok to be stolen in that way. I have not broken any of their rules. I have deposited €100 and when I was going to play I got a bonus of €200. They offer their new customers bonuses. When you win money they do not pay out and take away the money that is in their casino account. I have all the proof of my winnings. I would make a withdrawal of €1000 because their rules say that you can make a maximum of €1000 per day and €2000 per week. I really hope that I can get my money back from this casino. I cannot hire a lawyer because this casino is not in Sweden but in another country.

Dear MichaelGanim16,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We think that restricted games for bonus play should be blocked, and this rule enforced at the software level, i.e., that the casino's software or website shouldn't let players place bets on the games that are not allowed to be played while completing the bonus wagering. That would be an ideal scenario. Another acceptable practice would be to at least alert the players when they access a restricted game that this game is not allowed to be played while they have an active bonus. 

• Could you please advise if you have been warned by the software when accessing any of the restricted games and if it was the first bonus you redeemed in this casino?
• If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.

Looking forward to hearing from you.

Best regards,

Kristina

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,

thank you for your quick response,

I want to clarify one thing that I received an email advertisement about this casino and have made a deposit of 100€ within the payment provider in Sweden called Klarna. Then I automatically received a bonus of 200€ so in total it was 300€ on casino games. I have played on live casino blackjack for a whole night and it was 6000€.

I have not been warned by the program that I am not allowed to play at the live casino or anything else, but I was able to play blackjack without any problems. When it is time for me to withdraw my money, they first just want to approve my account in Sweden and I received this email from them.

Dear Michael,

Thank you for your response.

Congratulations on your winnings! Your account is now fully verified, which means our payment team can begin processing your withdrawals.

Please allow up to 36 hours during business days for our payment team to process your request. Once your request is processed, the status will be updated to "pending." This indicates that it has been approved on our end, and we are simply waiting for the payment provider to complete the transaction.

Once everything is finalized, you will receive a notification via email. The funds should then be available to you within 2 to 5 working days.

We appreciate your patience.

Kind regards,

Dave

I expect them to make withdrawals to my bank account. I received an email a day after they approved my account that they have stopped the payment and removed all my funds on the casino which is €6000. I received a bonus from them when you are a new customer or play with them.

It is deplorable to deceive me in this way and refers me to article 7.6. Article 7.6 is very unclear as I read and in this way this casino chooses to deceive people and not pay out any money at all and takes away all funds from them at the casino.

Thank you very much, MichaelGanim16, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@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,

Thank you very much

Hello, MichaelGanim16,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Gamblii Casino Team,

Could you please explain the player's situation in more detail? Why have the user's winnings been confiscated?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Do I understand correctly that the casino allows players to play restricted games with an active bonus despite it being prohibited?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Thank you.