Gizbo Casino - Player’s account has been closed.

I made a deposit, played in the live casino, and placed a sports bet. Then I requested a withdrawal via SBP, and in the chat, I was told that my withdrawal was approved and to wait for the funds to arrive. After a day, the money still hadn't arrived, and I tried to log into my account but couldn't. I contacted support, and they told me that my account was blocked and the money was deducted. Please help me resolve this issue.

Dear reshetnikov1997,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Could you please clarify when you created your account and when it was closed?
• Did you pass the verification before you lost access to the account?
• Did you accumulate your winnings with or without an active bonus?

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

Best regards,

Kristina

Created around November 19th, closed 4 days ago

Verification passed

I didn't use the bonuses

Thank you very much for your reply, reshetnikov1997. Have you received any explanation from the casino regarding this issue? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Unfortunately, it is impossible to find the correspondence since it was in an online chat, but as they said, some points of the rules were violated.

Do you remember the points or rules that the casino claims you violated?

I think it would be better to check this information with the casino, I did not violate anything, I played in a live casino and placed a bet on sports

And I passed verification at their request and did everything that was required of me.

Thank you very much, reshetnikov1997, for your cooperation. I will now transfer your complaint to my colleague Kubo (jakub.m@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.  

Thank you! I hope so too. Greetings Kubo! Please help me figure this out.

Dear reshetnikov1997,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Gizbo Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Gizbo Casino,

Could you please provide a comprehensive explanation of this case, including the reasons behind the closure of the player's account?

Thank you in advance for your response!

Best Regards,

Kubo

Hello, dear player and Casino Guru representatives! The account has been blocked as fraud for violation of rules 11.2 and 11.2.2: "We are entitled to block your account as well as to suspend or cancel payments/winnings: in the event of a bet placed by a customer who may be privy to information regarding the potential outcome of an event". The winnings have been written off, the account is not eligible for unlocking.

Best regards,

Gizbo Casino!

Dear Gizbo Casino,

Thank you for your clarification. Could you kindly share any relevant evidence regarding this case? Specifically, I would like to understand what triggered this flag and how you arrived at this conclusion.

Please feel free to share any relevant details via email at jakub.m@casino.guru.

Thank you for your cooperation.

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.