Gizbo Casino - プレイヤーの撤退が遅れています。

I have been waiting for my €900 withdrawal from GIZBO Casino since September 29th.

After writing to support every day, I was given a different transaction number that I should provide to the bank to track the payment.

after calling the bank "they couldn't help me because they can only trace payments made by themselves"

I wrote to support again.

I've been waiting for a response for 7 days now, and every day I get the excuse from support that they're waiting for a response from the payment system.

maybe someone can help me.

Ich warte bereits seit dem 29.09 auf meine Auszahlung in Höhe von 900€ auf GIZBO Casino.

Nach täglichen schrieben mit dem Support wurde mir täglich eine andere Transaktion Nummer gegeben die ich bei der Bank angeben soll um die Zahlung nachzuverfolgen.

nach telefonieren mit der Bank „die mir nicht weiter helfen konnten da sie nur Zahlungen von sich selber zurückverfolgen können"

habe ich wieder dem Support geschrieben.

nun warte ich bereits seit 7 Tagen auf eine Antwort wo jeden Tag die Ausrede vom Support kommt das sie auf eine Antwort vom Zahlungssystem warten.

vllt kann mir ja einer weiterhelfen.

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

Dear Nebelfleck,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so that I can fully understand the situation.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with or without an active bonus?

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

Best regards,

Veronika

I have already successfully withdrawn

I successfully passed the Kyc verification and collected the winnings without bonus credit

Ich habe bereits erfolgreich ausgezahlt

die Kyc Verifizierung erfolgreich bestanden und habe die Gewinne ohne Bonus Guthaben gesammelt

Thank you for your reply. What types of games did you play? Were they slots, live casino games, or did you place bets on sports?

Could you please forward me the most recent communication between you and the casino customer support regarding the delay in processing your payment? My email address is veronika.f@casino.guru. I appreciate your patience and cooperation.

Good day,

I played slots.

Guten Tag,

ich habe Slots gespielt.

Thank you very much, Nebelfleck, for providing all the necessary information. I will now transfer your complaint to my colleague, Stefan (stefan.m@casino.guru), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Dear Nebelfleck,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Gizbo Casino to join this conversation and assist in addressing the complaint.

Dear Gizbo Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

Thank you

Vielen Dank

Hello, dear player and Casino Guru representatives! We’ve already reached out to our payment provider regarding this particular transaction and are currently waiting for their response. Unfortunately, the speed of their reply is beyond our control, as it depends on their internal processing times.

Please rest assured that our team is closely monitoring the situation and doing everything possible from our side to speed up the resolution. We fully understand how important this matter is for you and appreciate your patience and understanding while we work to get this sorted.

Best regards,

Gizbo Casino

Dear Gizbo Casino,

Thank you for your response and the information provided. Please continue to keep us informed regarding the progress of this matter. I will extend the timer by an additional seven days for your convenience.

I look forward to your response.

Dear Stefan,

For our part, we will also inform you about the news in this thread.

Best regards,

Gizbo Casino

Good day,

Casino GIZBO has already contacted me, as before, with an ARN number that my bank cannot trace.

Despite my repeated requests to change the account details, all requests were rejected, and I was told the account had been checked by the payment office.

(They transfer money to a card number that is only for me to transfer things, but you cannot send money to this card number.)

Guten Tag,

das Casino GIZBO HAT SICH bereits gemeldet und zwar wie am Anfang mit einer ARN Nummer die von meiner Bank nicht nachverfolgt werden kann.

auf mehrfacher Anforderung meinerseits auf Änderung der Kontodaten wurde alles abgelehnt und gesagt das Konto wurde von der Zahlungsstelle überprüft.

(Sie überweisen auf eine Kartennummer die nur für mich da ist um Sachen zu überweisen, aber auf diese Karten Nummer kann man kein Geld senden.)

Dear Gizbo Casino,

Could you please provide us with an update on the situation?

I look forward to your response.

Dear Stefan,

Unfortunately, there is no update from our side, since the problem is still being solved on the payment provider's side. We will keep you posted.

Best regards,

Gizbo Casino

Maybe just simply pay out to my desired IBAN again, then there wouldn't be a problem, you idiots.

Vielleicht einfach mal ganz einfach neu auf meine gewünschte iban auszahlen dann würde es kein Problem geben ihr idioten

Dear Nebelfleck,

I recognize that this situation is frustrating for you, and I appreciate your patience. To help move things forward, it would be best to communicate your request in a clear and courteous manner. This will give the support team the opportunity to assist you as efficiently as possible.

Dear Gizbo Casino,

Please let us know as soon as you have any updates regarding the case.

I look forward to your response.

Dear Stefan,

We kindly ask you to extend the timer and give us more time to respond, as the issue is currently being handled on the payment provider’s side and is beyond our control at the moment.

Thank you for your understanding.

Best regards,

Gizbo Casino

Dear Gizbo Casino,

Thank you for the update.

I will extend the timer by an additional seven days to allow more time for the matter to be resolved on the payment provider’s side.

How is it possible that there's an extension every time?

How difficult is it to credit the money back to my gaming account?

Wie kann es denn sein das es jedes Mal eine Verlängerung gibt.

wie schwer ist es bitte das Geld meinem spielkonto wieder gut zu schreiben?

Dear player,

The payment provider has now given us a response regarding your transaction. All the details are included in the email that our support team has sent to your mailbox. If you have any further questions, please feel free to let us know.

Best regards,

Gizbo Casino

Dear Gizbo Casino,

Could you also provide us with the statement here in the thread?

I look forward to your response.

Dear Stefan,

Details have been sent to stefan.m@casino.guru.

Best regards,

Gizbo Casino

Dear Nebelfleck,

Did you manage to follow the casino's instructions and contact your bank with the provided ARN number?

I look forward to your response.

No, I couldn't. Once again, a woman was named who cannot be traced back to the bank.

I don't understand what the problem is with telling the payment system to transfer the money back to my Gizbo balance so I can initiate the withdrawal myself. Oddly enough, it always works.

Nein konnte ich nicht. Es wurde wieder mal eine Arn gennant die nicht von der Bank zurück verfolgt werden kann.

ich verstehe nicht wo das Problem liegt dem Zahlungssystem mitzuteilen mir das Geld zurück auf mein Gizbo Guthaben zurück zu überweisen damit ich die Auszahlung selber erneut anweisen kann. Komischer Weise funktioniert das immer.

Dear Nebelfleck,

Thank you for your response.

To clarify, the purpose of providing the ARN is to enable your bank to trace the transaction on their side. Unfortunately, without confirmation from the bank based on the ARN, we are unable to investigate this matter further or escalate it with the payment provider.

Regarding your suggestion to have the funds transferred back to your Gizbo balance, this is not a step that can be initiated arbitrarily and typically depends on the status of the transaction within the payment system. For this reason, confirmation from your bank remains essential.

We therefore kindly ask you to contact your bank again and request that they trace the transaction using the ARN provided. Once you are able to obtain any feedback or confirmation from the bank, we will be happy to continue assisting you.

Thank you for your understanding. We look forward to your response.

It's outrageous that they're siding with the casino after repeating the casino's own answers. They're 100% affiliated with the casinos and their sole purpose is to keep people waiting for longer payments. They give people who submit complaints the impression that they'll be helped, but ultimately they do nothing to ensure their complaints are taken seriously.

It's unbelievable that they gave the casino four months to respond and then even defended them. Unbelievable!!?

Also es ist eine Frechheit das sie sich auf die Seite des Casinos stellen nach wiederholen der selber antworten des Casinos. Sie sind zu 100% mit den Casinos verknüpft und lediglich nur dafür da damit man hier zu längerem warten der Zahlungen feststeckt. Sie geben den Leuten die Beschwerden schicken ein gutes Gefühl das ihnen geholfen wird aber am Ende tun sie nichts dafür das die Beschwerden ernst genommen werden.

unglaublich das sie dem Casino 4 Monate Zeit geben um sich zu melden und sie dann noch zu verteidungen. Unfassbar !!?

Read my message where it says it's not traceable by the bank because it's a fake... fake!!! fake number. Check it!!!

Lesen sie meine Nachricht wo drinnen steht es ist nicht von der Bank verfolgbar da es eine falsche… falsche !!! Falsche Nummer ist. Checkt es !!!

Yes, I received this Arn

Ja diese Arn habe ich bekommen

Dear Gizbo Casino,

Could you please provide us with the proof of payment as well as the document in which the ARN is fully visible? You may send the documents to my email address at stefan.m@casino.guru.

Thank you very much in advance for your cooperation.

Dear Stefan,

Proof of payment has been sent to stefan.m@casino.guru.

Best regards,

Gizbo Casino

Dear Stefan, the last message was sent by mistake.

Dear player,

Did you contact Qards GmbH directly?

Best regards,

Gizbo Casino

Dear Gizbo Casino,

Thank you for your prompt response.

We would greatly appreciate it if you could provide us with the proof of payment and the document where the ARN is fully visible.

Dear Nebelfleck,

Could you kindly address the casino's inquiry regarding whether you have reached out to Qards GmbH directly?

We eagerly await your response.

Dear Stefan,

We need the player's confirmation that he has contacted Qards GmbH directly.

Best regards,

Gizbo Casino

Hello, yes, I contacted Quarz directly. I can't send you a confirmation because they don't issue them. I find it outrageous that everyone wants confirmation, as if I wouldn't contact them when it comes to my money. I didn't even receive confirmation of the transfer from Gizbo Casino. I've already been waiting 4.5 months for my money. Not everyone is as indifferent as Gizbo.

Hallo ja ich habe mich direkt bei der Quarz gemeldet. Ich kann keine Bestätigung davon schicken da sie keine ausstellen. Ich finde es unverschämt von allen eine Bestätigung haben zu wollen, als ob ich nicht Kontakt aufnehmen würde wenn es um mein Geld geht. Vom Gizbo Casino habe ich nicht einmal eine Bestätigung der Überweisung bekommen. Ich warte bereits 4,5 Monate auf mein Geld. Nicht jeder ist so hobbylos wie Gizbo

Dear Nebelfleck,

Could you please provide a copy of your bank statement covering the period from 1 September 2025 to today, so that we can verify whether the payment from the casino has been received?

You may send the document directly to my email address at stefan.m@casino.guru.

Thank you for your cooperation.

No, I won't. I'm not going to send my bank statement to everyone.

This won't help anyway.

nein werde ich nicht ich werde nicht jedem mein Kontoauszug schicken

das bringt hier eh nichts

Dear Nebelfleck,

Thank you for your response.

We understand your concerns regarding privacy. Please note that the bank statement would be reviewed exclusively by us and used solely for the purpose of verifying whether the payment from the casino was received.

Unfortunately, without this document, we are unable to verify the payment status independently. As a result, and without your cooperation, we will not be able to investigate the matter any further and will be forced to close the complaint as rejected.

We kindly ask you one final time to reconsider and provide the requested bank statement so that we may continue assisting you.

We look forward to your response.

Dear Nebelfleck,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Stefan
Casino.Guru