Gambi Casino - Выигрыш игрока конфискован.

I played in this casino for 2 months. When I requested my first withdrawal, they confiscated all the winnings except the deposit amount with the following reason:

No bets can be placed on crash games, original games, pay-to-play providers, table games or games with collectible wilds until the bonus and deposit amount stated in the bonus rules you have benefited from has been wagered. if bets are placed on these games, the bonus and any winnings received will be void. you have a 1X rollover for the withdrawal of your principal.

I don't know what happened.

For me, the reason for confiscation is still unclear because I know the games I played, and they're not in the provided reason.

Please help me clarify the case. They just refuse to pay me when I request a withdrawal.

Hello,

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 I can understand the whole situation completely.  

• Could you please advise which games you focused on?  
• Have you completed the KYC verification process, please?
• Could you please forward all communications you have had with this casino to [email protected]. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

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

Best regards,  

Katarina

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If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hello Katarina, thank you very much for your collaboration in this process.

Regarding the questions, let me answer:

Could you tell me which games you focused on?

• I focused on slots at the casino; I don't like sports.

Have you completed the KYC verification process?

• At this casino, verification is done in stages. In this case, I only passed the first level, which, if I recall correctly, only involved submitting personal information. I wasn't able to access the second level.

Could you please forward all communications you've had with this casino to katarina.d@casinoguru? This includes emails, live chat transcripts, and screenshots.

• Unfortunately, the communication informing me about the confiscation of my winnings was received via online chat, so I don't have any information to share with you.

I hope this information is helpful in continuing the process and completing it successfully. I'll be on the lookout to see if I can help you with more information.

Hello,

thank you for your message.

Do you have an access to your game history, please? Could you kindly forward it to my email?

Do you have any other communications with casinos related to this complaint, please? Kindly forward it to my email [email protected]

Looking forward to your reply,

Katarina

Hi Katarina,

Thank you for your message.

Regarding your request:

All the information I received from the casino was through their live chat. I do not have any email communications or official documents related to this case. They have not provided any written confirmation or evidence—everything has been communicated via chat only.

I have tried to access and download my game history directly from the platform, but it has not been possible. The system either doesn’t allow it or returns an error. I’ve made several attempts without success.

Please let me know if you need anything else from my side.

Kind regards,

J*** F********

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Peter ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello there,

Thank you Faran for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Gambi Casino for their help in resolving this complaint. We would like to know why were the player's winnings confiscated and what can we do to help resolve this issue.

Thank you!

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 Faran,

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 and submit a complaint to them through the validator on the casino website (validator link). The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own ([email protected]). I am sorry I could not be of more help on this occasion.

Best regards,

Peter