Gonza Bet Casino - Счет игрока закрыт, а средства конфискованы.

I will file a complaint with Casino Guru.

On Friday, I deposited 1,000 USDT.

I was supposed to receive a bonus, but it was not credited, so I contacted support. They told me there was a technical issue and asked me to wait for an email.

After that, I received an email, but my account was suddenly banned.

They said the reason was a violation of the terms, such as creating multiple accounts, but I have absolutely no knowledge of this and did not do anything like that.

They have not returned my 1,000 USDT.

Please help me.

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.

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.

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Could you please advise if 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 to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Attila

No, absolutely no one else created an account.

I have completed the KYC verification.

In the first place, this is not about any winnings or profit — I only made a deposit.

I was banned after making the deposit and before receiving the bonus.

I have not placed a single $1 bet.

Dear neros,

Thank you for your reply. Could you please forward your communication with the casino in relation to this issue? You can reach me via email at [email protected], or you can post screenshot here.

Thank you for your patience and cooperation.

This is the only thing I was told by the support chat.

Even after contacting the specified email address, I have not received any reply at all.

_____________________________________________________________

Your account may have been banned due to violations such as creating multiple accounts, which is prohibited. Each player is allowed only one personal account. To resolve this issue, please contact our support team directly via email at [email protected]. Provide them with your account details and explain your situation so they can assist you further. Gonzabet 07:19 Would you like to know anything else? ‎ Type "manager" if you’d like to reach our team

Dear neros,

Thank you for your response. Could you please forward the email directly to me at [email protected]?

Thank you in advance.

This is a copy of the message from the site's live chat support.

I did not take a screenshot at the time, so unfortunately I do not have any images.

I apologize for the inconvenience.

Hello neros,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear neros, thank you for your response. Could you kindly provide a receipt for the deposit into your casino account? Alternatively, you can send a bank statement showcasing the transaction.

Additionally, have you used any VPN or IP-masking software to alter your real location while accessing the casino website?

Thank you for your patience and cooperation.

I deposited from my private MetaMask wallet.

Since it was a past transaction, I’m not sure whether the record is still available.

I have never used a VPN or done anything to disguise my IP address.

Dear Neros,

Thank you for your response. If you could kindly attach a screenshot of your MetaMask wallet transaction history, it would be greatly appreciated. Thank you in advance.

Dear neros,

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 ([email protected]). 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.

Kind regards,

Attila

Hello neros,

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 to see if I can help somehow.

We would like to invite Gonza Bet Casino to join the conversation.

Dear Gonza Bet Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions, of which the player is being accused. You can send the information and evidence directly to me at [email protected] for an independent assessment.

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.

Dear neros,

I have tried to contact the casino repeatedly but have had no success. I’m afraid there is not much that can be achieved without cooperation from their 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, if you wish to pursue your case further, you can contact the Curaçao Gaming Authority (CGA) and submit a complaint to them via email at [email protected], as the casino seems to operate in your jurisdiction under a gaming license issued by CGA.

Although CGA currently does not handle individual disputes between players and gaming operators, they may review the situation for potential violations of law, so it might be worth a try.

You might find our article How to submit a complaint to a regulator | Casino Guru useful. Please let me know how they respond at [email protected] if you decide to pursue this option. Regrettably, this is where any potential assistance from our end concerning your case concludes.

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.

Best regards,

Michal

Casino Guru