Gambiva Casino - Dobici igrača su konfiskovani.

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

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 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

Hello Petra,

Thank you for reviewing my complaint.

Please find the requested information below:

Communication from the casino

Yes, I received communication stating that my €1,400 withdrawal was rejected and the winnings were confiscated due to an alleged breach of clause "7.6" of their bonus Terms and Conditions. They claim that I played the game "Wanted Dead or a Wild" while a bonus was active and that this game is restricted during bonus wagering.

However, despite multiple requests, they have not provided:

The full wording or version/date of clause 7.6 relied upon,

The restricted games list applicable at the time,

The timestamp of the alleged breach,

My full betting log showing balance type at the time of the alleged breach,

Or ADR details.

Instead, they have repeatedly sent generic responses stating that an internal investigation confirmed a breach.

Date bonus accepted and withdrawal requested

The bonus was accepted shortly after my €50 deposit.

The €700 wagering requirement was completed in full.

After wagering was completed, my balance converted to real funds and displayed €1,400.

I then requested a withdrawal (see attached screenshot showing withdrawal under review and later rejected) I sent it on original complaint

Restricted games list

No restricted games list was displayed to me before or during play.

The game "Wanted Dead or a Wild" was fully accessible and playable while the bonus was active.

There was:

No technical block,

No pop-up warning,

No message indicating the game was excluded.

I have previously accepted bonuses and played the same game without issue and withdrawals were processed successfully.

My concern is that the restriction was not transparently communicated or technically enforced, and the confiscation occurred only after a larger win was requested for withdrawal.

I am willing to provide any additional documentation required.

Kind regards,

Ghaffar

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

• Have you raised your concerns directly with the casino after the withdrawal was rejected? If so, what was their response?
• Could you please send us any email correspondence or screenshots related to your interactions with the casino regarding this issue?
• Additionally, would it be possible to share your game history with us as well?

Any additional communications you have had with the casino, or any screenshots, emails, or chat records, would be very helpful. You can send all documents to my email address: petra.h@casino.guru, or post your screenshots directly to this thread.

Thank you again for your cooperation.

Best regards,

Petra

Hello I have sent a pdf file via email to the email address you gave it has all the photos and emails in the file

Dear Gafi,

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 Mirka (miroslava.d@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 player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Gambiva Casino representative to join this conversation.

Dear Gambiva Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

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.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. 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 rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Anjouan Gaming Authority (validator on the website) and submit a complaint to them. The Gaming Authority has more options and tools to help players. am sorry I could not be of more help on this occasion.

Best regards,

Mirka