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I am submitting a complaint regarding the confiscation of €1,400 in winnings by Gambiva Casino.

I accepted a bonus and completed the full €700 wagering requirement in accordance with the stated terms. I did not exceed the €5 maximum bet limit and did not use any bonus buy or feature purchase functionality.

During wagering, I played the slot "Wanted Dead or a Wild." The game was fully accessible on the platform while the bonus was active. At no point was the game blocked, restricted, or accompanied by any warning that it was not permitted under bonus conditions.

After completing wagering, my balance converted to real funds and displayed €1,400. I then requested a withdrawal. The withdrawal was later rejected and the €1,400 was confiscated on the basis that I allegedly breached clause 7.6 of the Terms and Conditions by playing a restricted game.

However:

The casino has not provided the full wording or version/date of clause 7.6 relied upon.

They have not provided the restricted games list that was allegedly in force at the time.

They have not provided the timestamp of the alleged breach.

They have not provided my full betting log showing balance type at the time of the alleged breach.

They have not provided a formal complaint reference number.

They have not provided details of their approved ADR provider despite multiple written requests.

Instead, I have received repeated generic responses stating that an internal investigation confirmed a breach, without documentary evidence.

The game in question was technically playable and no restriction warning was displayed. Wagering was completed successfully and the balance converted to real funds before withdrawal.

I am requesting:

Full documentary evidence of the alleged breach.

The exact bonus terms and restricted game list applicable at the time of acceptance.

Independent mediation of this dispute.

I believe confiscating €1,400 without providing evidence or transparency is disproportionate and procedurally unfair.

I am willing to cooperate fully and provide all email correspondence and screenshots upon request.

p.s I have played the game numerous of times prior to this and had no issues withdrawing but as this time the amount was over €1000 I feel that’s why they didn’t want to pay out

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Dear Gafi,

Thank you very much for submitting your complaint. I’m sorry to hear about your issue with Gambiva Casino regarding the confiscation of your winnings.

I have reviewed the General Terms and Conditions of the casino, and this is what I found:

7.6. Gaming with active bonuses is restricted in the following games: Blackjack, Cubes 2, Wanted Dead or a Wild, Age of Conquest, Immortal Romance, Tomb Raider, Cool Wolf, Break Away, 9 Pots of Gold, Wild Turkey, Go Bananas!, The Wish Master, Lucky Angler, Flowers Christmas Edition, Coins of Egypt, Fortune Rangers, Blood Suckers, Reel Steal, Victorious, King of Slots, Motorhead, Dazzle Me, Jack Hammer, Secrets of Atlantis, Jimi Hendrix, Dead or Alive, Flowers, Gonzo's Quest, Mega Joker, Cash Connection Sizzling Hot, Chicago, Mystery Joker, Rise of Merlin, Book of Dead, Solar Temple, Clover Riches, Madame Destiny Megaways, Big Bass Bonanza, 5 Lions Megaways, Extra Juicy Megaways, The Dog House, Buffalo King Megaways, Gold Train, Beowulf, Sugar Rush, John Hunter and the Tomb of the Scarab Queen, Sweet Bonanza, Extra Juicy, Starlight Princess, Gold Party, Queen of Gold, The Dog House Megaways, Super 7s, Money Train 2, Temple Tumble Megaways, Casino Roulette, Rainbow Riches, Demon Jack 27, Blood Suckers 2, Blackjack, Blackjack Single Deck, Big Bass Secrets of the Golden Lake, Aviator, Plinko, Chicken Road, Chicken Road 2, all live casino games, as well as sports betting.

To better understand your situation and assist you effectively, could you please provide the following details:

• Have you received any specific communication from the casino regarding the rejection of your withdrawal? If so, what was the content of that message?
• Can you provide the date you accepted the bonus and the date you requested the withdrawal?
• Did the casino provide you with a list of restricted games before you placed your bets?

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

Best regards,

Petra