Gamblegates Casino - Аккаунт игрока был заблокирован после проблемы с выводом средств.

I completed KYC at this casino and made deposits and withdrawals.

The casino site showed that the withdrawal was complete, but I requested a transaction ID because the money had not actually been received,

My account was blocked.

The casino claims that they cannot give details for security reasons.

Dear andandjonnyx,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please advise if you accumulated your winnings with or without an active bonus?

Do I understand correctly that you already made successful withdrawals from this casino before?

Has your account been blocked permanently or only temporarily due to some investigation?

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

Veronika

This casino allows players to choose whether to play with real money or bonus money when playing games.

Therefore, real money and bonuses are completely independent.

Although the casino's website indicated that the withdrawal was completed, there was no corresponding deposit history on the virtual currency exchange.

The account was probably permanently blocked.

Thank you for the explanation. So did you play with bonus money or with real money?

Could you please specify what games you played?

Also, if you have any communication between you and customer support or any other evidence that could be relevant to our investigation, please forward it to me. My email address is veronika.l@casino.guru.

I played in both.

This is because the casino has completely separate real money and bonus money wallets.

Wagering details are unknown as I cannot log into my account.

Could you please specify the exact date when exactly the casino sent the money to you?

I don't know because I can't log into my account.

Have you not received any email after your withdrawal request was processed by the casino?

I did not receive the email.

I contacted the casino site because I had not received anything for my virtual currency even though the withdrawal was completed on the casino site.

Then, my account was blocked.

It seems that the withdrawal completion itself was a lie.

Thank you very much, andandjonnyx, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello, andandjonnyx,

I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Gamblegate Casino team,

Could you please explain the player's situation in more detail? Why has the user's account been blocked/closed? Will his pending withdrawal(s) be processed or have disputed funds been confiscated?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

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 andandjonnyx,

Since we have not received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

There is one more option on how you can try to resolve your issue or speed up the process - I recommend you contact the gaming authority the casino is regulated by (Curaçao eGaming) and submit a complaint directly to the regulator. You can find more about their complaint process HERE and general information about complaint processes HERE.

In case of any questions or news from the regulator, do not hesitate to contact me at branislav.b@casino.guru.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.

Best regards,

Branislav, Casino.Guru

Greetings,

Based on the communication between casino.guru and the casino representative outside the thread and the additional information received, we decided to reopen and update the complaint.

• The casino was not able or willing to sufficiently support its claims and actions with relevant details/evidence, while we consider the reason behind the user's account closure and winnings confiscation unjustified, and/or the way the applied rule(s) unfair/incorrect, especially without relevant evidence and clarification
• Although the casino referred to the regulator's final decision that was made in favour of the casino, this decision basically did not state anything more than the copied+pasted rules from the casino's Terms and Conditions, without further details or reasonable justification; if we were talking about one of the more reputable gaming authorities, the situation could be different, however, since we are not bound by the regulator's decision, and we do not have to follow their decision, we reserve the right to make our final decision regarding the matter at our own discretion, in accordance with our Fair Gambling Codex and internal policy
• After my attempts to gain more details and supporting evidence in different ways, the casino later stopped responding completely, and it has been more than a month since their last response regarding the matter

After considering the given circumstances and the casino's approach toward the complaint resolution process, we are closing the case as unresolved.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again, andandjonnyx.

Once the casino changes its approach and decides to cooperate in resolving the matter, it can reopen this complaint anytime.

Best regards,

Branislav, Casino.Guru