Gambiva Casino - O pedido de encerramento da conta do jogador foi ignorado.

Dear Casino Guru Team,

I am writing to you with a formal complaint regarding the online casino Gambiva, as my request for permanent self-exclusion due to severe gambling addiction has not been implemented despite multiple attempts to contact you, and this has resulted in significant financial damage to me.

On January 30th, I contacted Gambiva support for the first time and explicitly requested the permanent closure of my account due to gambling addiction. Support informed me that I should contact my VIP advisor via email to request this.

I complied with this request. My VIP advisor then replied, asking me to send my request to a separate email address. I did that immediately as well.

In this email I explained unequivocally:

that I suffer from severe gambling addiction

that I want my account permanently blocked

that I expressly waive all VIP bonuses and benefits

and that this block is intended to protect me.

Despite this clear and documented request, my account has not been blocked to this day. In the period that followed, I was able to continue gambling and consequently lost another €1,750.

In my view, this constitutes a serious breach of player protection obligations. A casino is obligated to immediately implement a clearly expressed self-exclusion request – especially when a gambling addiction is indicated.

I therefore ask for your support on the following points:

Enforcement of the immediate and permanent blocking of my Gambiva account

Reimbursement of the €1,750 I lost after filing my suspension request.

Review of Gambiva's approach to responsible gaming and player protection

I am happy to provide you with all email correspondence as proof.

Thank you so much for your support. I sincerely hope you can help me protect myself from further harm.

Best regards

Marvin

Sehr geehrtes Casino Guru Team,

ich wende mich mit einer formellen Beschwerde an Sie bezüglich des Online-Casinos Gambiva, da mein Antrag auf dauerhafte Selbstsperre aufgrund schwerer Spielsucht trotz mehrfacher Kontaktaufnahme nicht umgesetzt wurde und mir dadurch ein erheblicher finanzieller Schaden entstanden ist.

Am 30.01. habe ich mich erstmals an den Support von Gambiva gewandt und ausdrücklich um die dauerhafte Sperrung meines Kontos wegen Spielsucht gebeten. Der Support teilte mir mit, ich solle mich hierfür per E-Mail an meinen VIP-Berater wenden.

Dieser Aufforderung bin ich nachgekommen. Mein VIP-Berater antwortete mir daraufhin und forderte mich auf, mein Anliegen an eine separate E-Mail-Adresse zu senden. Auch das habe ich umgehend getan.

In dieser E-Mail habe ich unmissverständlich erklärt:

dass ich an schwerer Spielsucht leide

dass ich mein Konto dauerhaft gesperrt haben möchte

dass ich auf alle VIP-Boni und Vorteile ausdrücklich verzichte

und dass diese Sperre meinem eigenen Schutz dienen soll

Trotz dieser eindeutigen und dokumentierten Anfrage wurde mein Konto bis heute nicht gesperrt. In dem Zeitraum danach konnte ich weiterhin spielen und habe infolgedessen 1.750 € erneut verspielt.

Aus meiner Sicht stellt dies einen schweren Verstoß gegen die Spielerschutzpflichten dar. Ein Casino ist verpflichtet, einen klar geäußerten Selbstsperrwunsch – insbesondere bei Angabe einer Spielsucht – unverzüglich umzusetzen.

Ich bitte Sie daher um Ihre Unterstützung bei folgenden Punkten:

Durchsetzung der sofortigen und dauerhaften Sperrung meines Gambiva-Kontos

Rückerstattung der 1.750 €, die ich nach meinem Sperrantrag verloren habe

Prüfung des Vorgehens von Gambiva im Hinblick auf verantwortungsvolles Spielen und Spielerschutz

Ich bin gerne bereit, Ihnen sämtliche E-Mail-Korrespondenz als Nachweis zur Verfügung zu stellen.

Vielen Dank für Ihre Unterstützung. Ich hoffe sehr, dass Sie mir helfen können, mich vor weiterem Schaden zu schützen.

Mit freundlichen Grüßen

Marvin

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Stay safe.

Dear marvinleubertxxx,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Responsible Gambling policy and I found this:

Under the self-exclusion option, the player can contact the Company’s support team via email support@gambiva.com and let it know if the player wishes to stop gambling on the Website for a certain period of time or indefinitely. Upon receipt of such request, the Company will take necessary measures to block player’s access to the account and cease sending any marketing and promotional materials. The specified conditions will take effect upon receipt of an email confirmation for your selected self-exclusion, which will be dispatched to the email address associated with your account registration. The email will indicate the date of completion for the self-exclusion. It is important to be aware that requests submitted through our chat function will not be handled. Instead, a customer support agent will guide you to utilize our customer support email service. Please note that requests made via our chat function will not be processed. However, a customer support agent will direct you to our customer support email service.

Have you clearly informed the casino about your gambling problem? Could you forward me the account closure requests that you sent to the casino? My email address is petra.h@casino.guru.

Thank you very much in advance.

Best regards,

Petra

I wanted my account permanently blocked, but that hasn't happened to this day.

Ich wollte mein Konto dauerhaft sperren lassen was bis heute aber nicht geschehen ist

Thank you for your reply and for providing the previous details, marvinleubert.

• Could you please provide a timeline of your request and the subsequent deposit and account closure, if possible?
• Have you received any confirmation of your self-exclusion request, apart from the conversation you shared with me?

Additionally, could you provide any further communication you’ve had with the casino? This can include screenshots, emails, or chat records.

You can send all documents to petra.h@casino.guru or post your screenshots directly to the thread.

Thank you again for your cooperation.

Dear Ms. Petra,

Thank you for your message.

I'd be happy to explain the timeline:

On January 30th, I submitted my self-exclusion request a total of three times via three different channels to ensure that it is processed.

Unfortunately, on February 4th, I made a mistake and logged into my account again. On that day, I deposited and gambled away €1,750. In the following days, I made further deposits totaling €750, which I also lost.

Apart from the conversation that was already forwarded, I have not received any additional confirmation of my self-exclusion.

I will send further communication and any existing screenshots separately.

Thank you for your support.

Best regards

Sehr geehrte Frau Petra,

vielen Dank für Ihre Nachricht.

Gerne erläutere ich den zeitlichen Ablauf:

Am 30.01. habe ich meinen Antrag auf Selbstsperre insgesamt drei Mal über drei verschiedene Wege eingereicht, um sicherzustellen, dass dieser bearbeitet wird.

Am 04.02. habe ich leider einen Fehler gemacht und mich erneut in mein Konto eingeloggt. An diesem Tag habe ich 1.750 € eingezahlt und verspielt. In den darauffolgenden Tagen folgten weitere Einzahlungen in Höhe von insgesamt 750 €, die ich ebenfalls verloren habe.

Abgesehen von dem bereits weitergeleiteten Gespräch habe ich keine zusätzliche Bestätigung meiner Selbstsperre erhalten.

Weitere Kommunikation sowie vorhandene Screenshots werde ich separat zusenden.

Vielen Dank für Ihre Unterstützung.

Mit freundlichen Grüßen

Dear marvinleubert,

Thanks so much for sharing all the details and taking the time to explain everything so clearly. I really appreciate it.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Igor (igor.p@casino.guru), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.

No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.

Kind regards,

Petra

Dear marvinleubert,

I am sorry to hear about your problem with Gambiva Casino.

I will now try to contact a Gambiva Casino representative via email, live chat on their website, and by any other possible means. Hopefully, they will join this conversation and participate in resolving your complaint.

If a Gambiva Casino representative joins this case, please respond so that we can work toward resolving the issue as soon as possible.

Best regards,

Igor

Yes, of course!

Ja selbstverständlich!

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.

What can I do then?

Was kann ich dann tun ?

Dear marvinleubert,

I have repeatedly tried to contact the Gambiva Casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. I will mark the complaint as unresolved in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

In the meantime, I recommend contacting the Anjouan Offshore Finance Authority (AOFA) also known as Anjouan Gaming by submitting a complaint through the license badge displayed in the footer of the casino’s website. Regulators often have additional tools and authority to assist players in such situations.

For guidance on how to effectively submit your complaint to the regulator, you can find helpful information in this article.

I’m truly sorry that I couldn’t provide a more favorable resolution this time.

Best regards,

Igor