Gamba Casino - Igračeva sredstva se konfiskuju.

Gamba is confiscating my entire balance claiming I exploited/abused because Pragmatic Play reported my account for card counting.

So it started with them accusing me of opposite betting to complete rollover requirements claiming that Pragmatic live had flagged my account for that. The only live game I had been playing was Blackjack so this obviously wasn't true. I had an active deposit bonus that I received from an email by them a few days earlier that I had completed 71% of before having all of my funds confiscated.

They asked the provider Pragmatic Play about more details regarding the flagging of my account and came back to me around 4 days later saying that my account was flagged for card counting and that the ban still stands and they're confiscating my full funds of 1600 usd. I repeteadly asked them for a proper explanation since I read the casinos terms and it did not prohibit card counting or even advantage play. They replied saying "you exploited and abused us. it's against tos". This is for counting cards which they are claiming is exploiting and abuse but no where in their own terms is this explained as exploiting/abuse.

The 1600 usd balance I have, also includes about 350 usd that I received from a wager leaderboard where I won 250 usd and 100 usd in tips I received from the streamer I am signed up under.

I asked a member of Casino Gurus team about this situation and she did not agree with the casinos decision to treat card counting as abuse and recommended I file a complaint.

I also think that the customer support were being unprofessional during our communication and I will send screenshots of my full conversations with the support in the next reply.

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Dear player,  

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

• Could you please advise when you claimed a bonus and started wagering?  
• Were you playing a live blackjack game only?
• Was the casino first accusing you of opposite betting? Was the accusation later changed to card counting?
• Was your account verified?  

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,

Natalia

Hey,

Could you please advise when you claimed a bonus and started wagering?  

I claimed the bonus and started wagering on september 20th.

Were you playing a live blackjack game only?

I did play some slots aswell but the reporting came from Pragmatics live games where I only played blackjack. The only live game I played was blackjack.

Was the casino first accusing you of opposite betting? Was the accusation later changed to card counting?

Yes the accusation was later changed to card counting which they are still claiming is exploit/abuse.

Was your account verified?  

No, I was never asked to verify my account.

Thank you very much for your reply! Could you please forward all the relevant communication between you and the casino to natalia.b@casino.guru? Alternatively, you can post the screenshots here. Thank you in advance.

Thank you very much 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.

Dear Jdawg1,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Gamba Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Gamba Casino,

Could you please provide a comprehensive explanation of this case, including the specific reasons behind the confiscation of the player's winnings? A detailed response will help us ensure a transparent and fair review of the situation.

Thank you in advance for your cooperation.

Best regards,

Kubo

Hey Gamba, I never denied that I was counting cards, I only denied the opposite betting accusation, which proved not to be true. I also never denied casinos right to block my account whenever they want, but that is not the same as having the right to confiscate my funds. I have not broken any clearly stated terms that would justify that action.

Dear Gamba Casino,

Thank you for your clarification. However, please note that a few lines of text allegedly provided by the game provider cannot be considered sufficient justification for your actions. I kindly ask you to provide more substantial evidence to support your allegations against this player.

At this point, it is not even clear whether the reason for the balance confiscation is the alleged opposite betting or card counting. Please share all relevant supporting evidence by sending it to my email at jakub.m@casino.guru.

Thank you for your cooperation.

Details emailed

Dear Gamba Casino,

I’ve replied to your email with some additional inquiries and look forward to your response.

Thank you.

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.

Replied to email several days ago

Dear Jdawg1,

Could you please specify whether you have used any kind of assisting software to count cards during the gameplay?

Dear Kubo

No, I did not use any assisting software. I counted cards all in my head which is a skill-based strategy and not abuse or prohibited in Gamba casinos terms.

Dear Jdawg1,

Thank you for your clarification.

Dear Gamba Casino,

Thank you as well for providing the evidence. However, as I have already mentioned in my replies to your email, the material you submitted is not sufficient to justify the actions taken against this player.

The evidence related to the alleged opposite-betting violation does not even show the player in question - the player IDs differ from the one belonging to this account. Although the player admitted using a card-counting strategy, no proof has been provided demonstrating that the player used any additional software or external assistance. Only such software-based support would constitute a serious violation of your Terms & Conditions by giving the player an unfair advantage.

While we understand that online casinos must protect themselves from players attempting to gain an advantage through card counting in Blackjack or Baccarat, it is important to recognize that these techniques only minimally impact the house edge, can be identified early, and can be neutralized effectively (for example, by increasing shuffle frequency).

We would like to see online casinos treat card counters similarly to land-based casinos. In physical casinos, if a player is caught counting cards, they may receive a warning, be removed from the table, or be banned — but in all cases, they are allowed to keep their chips. For this reason, we believe that detecting card-counting strategies should generally not be grounds for voiding winnings, unless there is clear evidence of software-assisted play.

It appears that the provider’s suspicion may have been based simply on a routine review of game sessions in which isolated betting patterns were flagged. However, such findings alone do not constitute proof that a violation actually occurred.

Given these circumstances, we believe that, in this case, the confiscation of the player’s funds was unjustified and based on suspicion rather than concrete evidence. Unless further substantial proof is provided, we urge you to reconsider your decision and return the player’s confiscated winnings. If you wish to close the player’s account afterward, you are free to do so, but only after all rightful winnings have been paid.

Thank you, and we look forward to your response.

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.

Wallets unlocked, user can withdraw available balance

Hey, while Gamba states that my wallets are unlocked, a significant amount of my balance is still missing. About 1500 usd (1200 USDC and 300 USDT) was removed from my balance and has not been returned.

Additionally, a sticky bonus withdrawal block remains active, even though my account was frozen and I am unable to complete wagering.

I am not able to withdraw my rightful balance so the issue is not resolved.

I request clarification on:

1. the 1500 usd missing funds.
2. removal of the bonus restriction so I’m able to withdraw.

Thanks in advance.

Wallets unlocked, there is no missing balance, balance from blackjack hands that were exploited were rolled back by pragmatic play. You currently have a balance of $167.

This explanation is incorrect and inconsistent.

I am pretty sure that providers like Pragmatic play does not have access to players wallets and cannot confiscate balances across currencies. Only the casino control player funds.

Additionally, I only used USDC to play Pragmatic Blackjack. Approximately 300 USDT, which I never used, was also removed. This alone confirms the funds were not rolled back by Pragmatic.

To clarify the timeline: my entire balance from all my wallets of around $1,500 was confiscated, leaving my account at $0.

The current balance of $167 was credited afterward from a streamer leaderboard payout and weekly/monthly bonuses.

Dear Gamba Casino,

Given the current situation, it appears that we have effectively returned to the same position as before. Although the player’s account and associated wallets have now been unlocked, the player’s balance remains confiscated, despite the absence of any concrete evidence of wrongdoing on the player’s part.

I also find it highly unusual that a player balance which had already been recorded within your system was later allegedly rolled back by Pragmatic Play. As a general rule, providers may only void completed rounds in cases of verified technical issues—such as system desynchronization between the provider and the casino, a confirmed game error, or, in rare cases, regulatory or compliance intervention. Providers do not roll back completed rounds based solely on suspicion and without substantiated evidence. Moreover, the only entity with the ability to directly manipulate a player’s balance is the casino itself.

Therefore, I must reiterate once again that the confiscation of the player’s balance appears to have been carried out purely on suspicion, without any clear or documented evidence. Under these circumstances, the appropriate and fair resolution would be to reinstate the confiscated balance and return it to the player in full.

Thank you for your time and understanding. I look forward to your prompt response.

Sorry, funds won from betting behavior that was flagged for card counting will not be returned. You can mark this case as unresolved.

Card counting is not explicitly prohibited in Gambas terms & conditions, nor is it classified as fraud or manipulation.

Additionally, the confiscated ammount far exceeds any winnings obtained during card counting sessions and even funds unrelated to the card counting like tips received was also seized. I only had about 100 usd profit from the card counting from my last deposit but had 1600 usd confiscated.

The casino now has disabled my account and retained all the remaining funds, even the 170 usd that I had left.

I therefore think this confiscation is unjustified and disproportionate.

Dear Jdawg1,

Unfortunately, Gamba Casino has stated that their decision is final, and all reasonable arguments to change it have been exhausted. As previously explained, we do not consider card counting itself to be a fraudulent or unfairly advantageous strategy. Moreover, this rule is not mentioned in the casino’s Terms & Conditions, which makes the situation even more concerning and unfair to players.

As the casino confiscated the funds without a valid basis, we are required to close this complaint as unresolved, with the classification "Unreasonable excuse."

Thank you for your understanding, and we sincerely regret that we could not provide a more favorable resolution in this case. Should you encounter any further issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. We are always here to assist you.

Best Regards,

Kubo