Gambiva Casino - A conta do jogador foi encerrada e o saque recusado.

I have been waiting a month for my kyc to be done. And now when my withdraw was pending for 603 euro, its declines and my account is closed!? I read that Moore people have the same issue.. please help me, how can this scam site exist? What can o do to get my money? Please help me.

/[Redacted]

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.

Dear Kotteisj,

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 advise which games you focused on - slots, live casino, sports betting, etc.?
• Do I understand correctly that you have lost access to your account directly after the verification process?
• If so, has the casino indicated that there might be a problem with approving specific documents?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Hello Attila,

Thank you for helping me. Here are the answers to your questions based on the evidence I have uploaded, with a correction regarding the exact timeline to be fully transparent:

Games played: I played Slots (specifically "Vip Filthy Rich" and "Rhino").

Timeline of access loss:

I requested a withdrawal of €603, which was placed in "Pending" status.

I was then asked to complete the verification process (KYC) to proceed with the withdrawal.

On februari 4th, I received an email from their KYC Department stating explicitly: "your account is now fully verified" [See screenshot of email from Compliance Agent].

Crucially: At this point, my withdrawal was still pending. But immediately after confirming I was verified, they canceled the withdrawal, confiscated the funds, and permanently closed my account claiming "non-compliance".

Document issues: No. As proven by the screenshot, they confirmed my account was "fully verified". If there was an issue with my documents or my play, they should not have verified the account in the first place.

They also falsely claimed in their final email that the "funds have already been used". This is a lie; the funds were pending withdrawal when they confiscated them.

Thanks!

/[Redacted]

Dear Kotteisj,

Thank you for your response.

Could you please confirm whether you have contacted the casino’s customer support via email to inquire about the reason for your account being blocked?

Additionally, we would appreciate it if you could clarify whether you have used any VPN or IP-masking software while accessing the casino website.

Finally, is there any possibility that someone from your household, or another person using the same IP address, may have also created an account with this casino?

Thank you in advance for your cooperation.

Hello!

Yes i have write to them and they are not answere me.

I have not used any VPN or something like that.

And no one else has used same account/ip in my home.

They dont answere me anymore. I can read that this is what they do, they block people when customers try to withdrawn..

I realy feel scammed.. I have Moore print screen if you need. Thanks for help.

/[Redacted]

Dear Kotteisj, thank you for your response. Could you please clarify the exact date you requested the withdrawal? Have you engaged in gameplay with your funds after the withdrawal request was submitted?

Could you please share your game history? I suggest requesting the complete game history directly from the casino in Excel format. The game history should cover the whole of the relevant period, up until the confiscation of the winnings. You can reach me via email at attila.g@casino.guru.

Thank you in advance for your cooperation.

Dear Kotteisj,

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.

Hello again!

I don't get any more replies from them when I send emails. Since my account is blocked, I can't access my game history...

Kind regards [Redacted]

Hej igen!

Jag får inget mer svar av dom när jag skickar mail. Eftersom mitt account är blockerat så kommer jag inte åt spelhistoriken...

Med vänliga hälsningar [Redacted]

Dear Kotteisj,

Could you kindly confirm whether you have reached out to the casino’s customer support via email to request your game history? It is important for us to assess this matter thoroughly. Furthermore, can you please let us know if you have utilized a payment method that is registered in your own name?

Thank you for your patience and cooperation.

Dear Kotteisj,

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