Gambiva Casino - プレイヤーのアカウントは閉鎖され、賞金は没収されました。

I am lodging a formal complaint against Gambiva . I have a verified account and requested a withdrawal of €170.00 (£148.43) (Ticket [96DYV6-XYWGL]). The operator has closed my account and is attempting to confiscate €170.00 of my winnings without cause. I played with raw cash and declined all bonuses and only had one account. As they have failed to provide a specific reason for this breach, I request your intervention to secure my full pay-out please. They also never sent me the deposit money back.

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Dear TaylanOran,

Thank you very much for submitting your complaint. I’m sorry to hear about the issues you are experiencing with Gambiva and the closure of your account.

Thank you for providing the relevant communication as well — we appreciate you sharing it. At this stage, however, we need to clarify a few points to better understand the situation and determine whether we can proceed with contacting the casino on your behalf.

Could you please confirm the following details for us:

• On which date did you request the withdrawal of €170.00, and how long after that was your account closed?
• Can you confirm the total amount deposited into your account and whether any part of your deposit has been refunded or remains accessible?
• Have you been informed that your account was closed due to a specific clause (e.g., security, compliance, KYC, or responsible gambling), even without further explanation?
• Is your account currently fully inaccessible, or are you still able to log in and view your transaction history?

If there is any additional communication from the casino (for example, messages confirming the account closure, refusal of withdrawal, or lack of explanation), you are welcome to forward it again to petronela.k@casino.guru so we can review it carefully in one place.

Your cooperation in providing these details will help us investigate and work towards a resolution. Clear timelines and confirmation of what has (or has not) been communicated by the casino are essential if we are to assess whether the confiscation of funds may be justified.

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

Thank you in advance for your reply.

Best regards,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hi Petronela,

Thank you for taking up my case. Here are the clarifications you requested:

• Withdrawal Date & Closure: I requested the withdrawal of €170.00 on December 16th. My account remained "Under Review" for 10 days until December 26th, at which point the casino closed my account and sent an email stating they would only refund my deposit.

• Deposits & Refunds: My total deposit was €60.00. No part of my deposit or winnings has been refunded.

• Specific Clause: They have not cited a specific clause. They sent a template email claiming a "breach of terms and conditions" but refused to specify which rule was broken. They simply stated they would refund my €60 deposit and void the €110 winnings.

• Account Accessibility: My account is fully inaccessible. I am blocked from logging in to view my transaction history or the status of the €170 withdrawal.

• I explicitly declined all bonuses and played with raw cash only. There are no "wagering requirements" involved in this dispute.

• I have noticed several recent reviews on Trustpilot from other players describing an identical theme: withdrawals being held "under review" for a few days followed by account closure and confiscation of winnings without explanation.

Thank you.

Reviews with similar situations.

Dear TaylanOran,

Thank you for your detailed reply, and I’m sorry for getting back to you only now, after almost one week.

I appreciate you clearly outlining the timeline and confirming that no bonuses were used and that the account is now fully inaccessible.

Before we proceed further, there is one important point we still need to clarify in order to properly assess the casino’s actions:

• What type of games did you mainly play before requesting the withdrawal - slots, live casino games (roulette, blackjack, baccarat, etc.), table games or sports betting?

This information is relevant because casinos sometimes rely on game-category–specific rules or internal risk assessments when reviewing accounts, even when no bonus is involved.

Thank you for your cooperation.

Hi Petronela,

Only Slots.

Thanks.

Dear TaylanOran,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Hello TaylanOran,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter and see if I can help somehow.

We would like to invite Gambiva Casino to join the conversation.

Dear Gambiva Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions, of which the player is being accused at michal.k@casino.guru, for an independent review.

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.

Dear TaylanOran,

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 their side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

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 could 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.

Usually, in the meantime, I would recommend you contact the Anjouan Gaming Authority and submit a complaint to them through the validator on the casino website, but the casino doesn't display its license validator, most likely in an attempt to prevent players from escalating their complaints further.

Although Gambiva Casino appear to hold a valid gaming license as they are listed in the Register of License Holders

Currently, the only way to submit a complaint to the authority is via a form on the licence validator page. You may wish to inform the licensing authority that the casino operator (Softon Ltd) is not offering this option to their players. The greater the number of complaints they receive regarding this matter, the more probable it is that they will take the necessary actions. Regrettably, this is where any potential assistance from our end concerning your case concludes.

I am sorry I could not be of more help on this occasion. I really hope the decrease in the rating caused by unresolved complaints might help to change the casino's approach.

While we cannot assist further with this specific case, please do not hesitate to contact us if you have issues with any other casino in the future, and we will try our best to help if possible.

Kind regards,

Michal

Casino Guru