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.

If they don't answer, what should I do?

Hello, dear player and Casino Guru representatives! We apologize for the late reply. The account cannot be restored because it was blocked according to rules 11.2 and 11.2.2. We have provided a response with screenshots to Kubo's email, and we expect you to study this case.

Best regards,

Gizbo Casino!

How could I know the outcome of the match in advance? And if I had such information, would I have bet only 12 thousand rubles? I would have loaded an apartment there and not just one

Dear Gizbo Casino,

Thank you for providing additional details regarding the case at hand. I have sent a follow-up response with additional inquiries and would kindly request that you address them at your earliest convenience.

Your prompt attention to this matter is greatly appreciated.

Hello, dear player and Casino Guru representatives! We have not received the letter with your questions to the representative's email. If it's not too much trouble, could you duplicate the questions here or to our email from which we sent you the information?

Best regards,

Gizbo Casino!

Can I also look at what you write there and look at your evidence that I knew the outcome of the match in advance?

Dear Gizbo Casino,

I responded to your email from January 14 on January 21 at 07:24 GMT, so the address could not be incorrect. For your convenience, I have just resent the email. Kindly review it at your earliest convenience.

Thank you.

Why is the casino not responding?

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.

Hello, dear player and Casino Guru representatives! We sincerely apologize for the delayed response. We would like to assist you as quickly as possible, but unfortunately, we have not yet received any reply from you. It is possible that there was a technical issue or the message did not reach us. Could you kindly resend your response so we can review it and address your concerns as soon as possible?

Best regards,

Gizbo Casino!

How long will the investigation continue? More than two months have already passed.

Dear reshetnikov1997,

I understand your frustration regarding the delay in resolving this issue. Unfortunately, we are experiencing communication difficulties with the casino. While they have sent me an email with partial information, it appears they have not received my replies. Please know that we are actively working on a solution.

Dear Gizbo Casino,

Could you please double-check your emails? I initially contacted you on January 14 and resent my message on January 28. Both emails were sent to the same address you used for registration on our platform, where you continue to receive notifications from the casino.guru domain. Therefore, there should be no domain block.

If possible, please whitelist my email address (jakub.m@casino.guru) so we can proceed. Additionally, I have reached out to multiple representatives via Skype but have yet to receive a response. Kindly check your Skype messages and get back to me at your earliest convenience.

Thank you for your cooperation.

Dear reshetnikov1997,

We have successfully reestablished external communication with Gizbo Casino and they have provided clarification and supporting evidence regarding your case. After a thorough review, we have validated the materials presented.

Due to the casino's strategic and security policies, I am unable to disclose specific details about the findings. However, based on the evidence, it has been demonstrated that the suspicion of AML-related activities was reasonably founded. Given these circumstances, I have no choice but to reject your complaint as unjustified.

I understand this may not be the outcome you were hoping for, and I regret that I couldn’t provide a more favorable resolution in this instance. However, if you ever experience any other issues - whether with this or any other casino - please don’t hesitate to reach out to our Complaint Resolution Center. We are always here to assist you.

Thank you for your understanding.

Best Regards,

Kubo