EGB Casino - El retiro del jugador está bloqueado y los fondos son confiscados.

Hello, good afternoon. I'm fed up with this casino. I've literally been robbed.

I deposited a large amount of money, $5,700 USD, that I wanted to bet on a soccer game because they had good odds. They wouldn't let me bet it because the house had a limit. So I decided to withdraw my money instead. The problem I didn't count on is that the casino denied my Withdrawl, closed my access to it, and they're asking me to spend 3 times the deposit so I can withdraw the money. It's not like it's a bonus; it's my real money. They made up that value so I would lose my money in that casino and they keep it. And the worst part is not just spending it. THEY ASK ME TO ACCUMULATE POINTS so I can withdraw it. They're asking me for 17,105 points, which is crazy because each point is a dollar spent. And I can't even spend it on what I want; they force me to spend it on games that give those points. Before that, I spent the entire amount on a Craps game so they could release the Withdrawl, but I must obtain it in points. What a peculiar form of stealing! The casino is literally stealing from me. It's impossible to earn that many points. And even if I had placed the bet the way I wanted, they would have still stolen from me by asking for more points. I think it's disrespectful that these things are allowed; the casino wins no matter what, and there's no way to get the money out. I've already contacted them, and they take a long time to reply, they drag their feet, and they make up things that aren't fair. For example, their T&Cs say, and this is what they sent me:

Considering the provisions of Sections 11 and 14 below we have the right to ask you to make a multiple turnover of the amounts of all of your deposits prior to requesting a withdrawal. The multiplier will be determined by us at our sole discretion on a case-by-case basis.

It doesn't even mention points in its terms and conditions. All it says is that the points are cashback. It never involves points, only spending money, something that has already been done, and the evidence is sent in this communication.

It's really too much money for me to just sit back and do nothing. That money belongs completely to me because I deposited it via USDT and I didn't go through any intermediary. I hope you can help me because it's a lot of money that I'm disputing. I'm sending you evidence of the balance I had, evidence that I spent 3x the amount I was asked to spend, but they're asking me for it in points (points are a Cashback, not mandatory evidence of withdrawing your money), and I'm sending you everything so you can help me please, it's a lot of money, I can't afford to lose my family because of a scam company.

Hola buenas tardes. Estoy harto de este casino. Literalmente me han robado.

Deposite una gran cantidad de dinero que fueron $5700USDT que quería apostar en un partido de fútbol porque tenían una buena cuota. No me permitió apostarlo porque la casa tenía un límite. Entonces mejor decidí sacar mi dinero. El problema que no contaba es que el casino denegó mi Withdrawl, me cerró el acceso al Withdrawl y me están pidiendo que gaste 3 veces el depósito para que yo pueda sacar el dinero. Ni que fuera un bonus, es mi dinero real. Ese valor se lo inventaron para que yo pierda mi dinero en ese casino y ellos se lo queden. Y lo peor no es solo gastarlo. ME PIDEN QUE ACUMULE PUNTOS que para poder retirarlo. Me piden 17,105 puntos que es una locura, porque cada punto es un dólar gastado. Y ni siquiera lo puedo gastar en lo que yo quiero , me piden obligatoriamente gastarlo en juegos que den esos puntos. Antes de eso yo gaste toda la cantidad en un juego de Dados para que ya pudieran liberar el Withdrawl pero que obligatoriamente tengo que obtenerlo en puntos. Que forma tan particular de robar , literalmente el casino me está robando. Es imposible obtener esa cantidad de puntos. Y de todos modos si hubiese hecho la apuesta como quería , de todos modos me iban a robar pidiendome más puntos. Creo que es una falta de respeto que se permitan estas cosas, aquí el casino gana si o si, no hay posibilidad de sacar el dinero. Ya me comunique con ellos y tardan bastante en contestar, hacen largas, inventan cosas que no. Por ejemplo en sus T&C dicen y así me lo mandaron :

Considering the provisions of Sections 11 and 14 below we have the right to ask you to make a multiple turnover of the amounts of all of your deposits prior to requesting a withdrawal. The multiplier will be determined by us at our sole discretion on a case-by-case basis.

Ni siquiera hace mención de los puntos en sus términos y condiciones. Lo único que dicen es que los puntos son cashback , jamás involucra a los puntos, únicamente a gastar el dinero algo que ya se realizó y se envia la evidencia en este comunicado.

De verdad es demasiado dinero como para que yo me quede con los brazos cruzados sin hacer nada. Ese dinero me pertenece completamente porque lo deposite por USDT y no paso por ningún intermediario. Espero me puedan ayudar porque si es bastante dinero el que estoy en disputa. Les mando la evidencia del saldo que tenía , la evidencia de que gaste 3x la cantidad que se me solicito gastar , pero me lo piden en puntos (que los puntos son un Cashback, no una evidencia obligatoria de retirar tu dinero) , y les mando todo para que me ayuden por favor, es mucho dinero , no me puedo permitir perder a mi familia por culpa de una empresa estafadora.

Dear iDavisJr,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with EGB Casino.

Please understand that, to combat money laundering in online casinos, requiring players to wager their deposits 1-3x before withdrawal should generally suffice. A requirement that's significantly higher than that is, in our view, an unnecessary disadvantage.

Please allow me to ask you a few questions so I can better understand the situation.

• Was it possible for you to request a bet of a lower amount, or was the sportsbook completely unavailable to you?
• Could you please explain how the need for wagering of the deposits was communicated to you?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Yes of course .

1. Yes, it allowed me to do it, but not for the amount I deposited, which was what I wanted. I deposited $5,700 and I only think it stopped doing it for about $200. In the end, I didn't do it because I preferred to withdraw the money, and that's where the problems began.

2._ First I requested a withdrawal through the page, then they denied it and blocked my access to withdraw money. I sent a message through the page for help and they told me that I had to send an email to their administrator. From there I explained everything and in each message I send them they tell me the same thing (I have to reach 17,105 points to make a withdrawl). I did a test of spending $ 5,000 in one of their games to see if they would let me withdraw at least $ 1,500 close to there because that already covers what is a 3x. And they told me that I had to reach 17,000. What an abuse of people, how can they steal like that. How can this company be allowed to continue providing services, I think many people like me suffer from these thefts. Currently I have $ 2,108 in the account, I tried to spend it even if it was just to recover some money but they won't even let me withdraw that. I'd better file a claim for the full amount and report this company for abuse of power and defrauding its customers. NO BOOKMAKER HAS EVER ROBBED ME LIKE THAT.

3._Of course, I'm sending you all the evidence from the chats and screenshots. I'm also sending you the evidence that I spent the amount you told me so you can see that everything was done correctly. I'll send it to your email. The conversation can be read from the bottom up because that's how your tech support shows it.

I hope you can help me with this because it's truly STEALING. I simply wanted to withdraw my $5,700 from the beginning, and they refused and forced me to gamble in order to withdraw it. I understand that some houses ask you to cover what you deposited in bets, that's not a problem because you're supposed to deposit money to bet, but forcing you to spend more than 3x and limiting you to games that only generate points. That's SCAM.

Si claro que si .

1._ Si me permitia hacerla , pero no de la cantidad que ingrese que era lo que queria. Yo ingrese $5,700 y solo creo dejo de hacerla como de $200, al final ya no la realice porque preferia retirar el dinero y ahi vinieron los problemas

2._ Primero solicite el retiro de dinero por la pagina , despues me lo negaron y me bloquearon el acceso para retirar dinero. Mande mensaje por la pagina para que me ayudaran y me dijeron que tenia que enviar un correo a su administrador. Ya de ahi explique todo y en cada mensaje que les mando me dicen lo mismo (tengo que llegar a 17105 puntos para hacer withdrawl). Hice una prueba de gastar $5,000 en uno de sus juegos para ver si me dejaban retirar por lo menos $1500 cercas de ahi porque ahi ya cubre lo que es un 3x. Y me dijeron que tenia que llegar a los 17000 . Que abuso de personas ,como pueden robar de esa manera. Como se puede permitir que esta empresa siga dando servicios , creo muchas personas como yo sufrimos de estos robos. Actualmente tengo $2108 en la cuenta , intente gastar ya aunque sea solo para recuperar algo de dinero pero ni siquiera eso me dejan retirar. Ya mejor abri reclamo por toda la cantidad y denunciar a esta empresa por abuso de poder y estafa a sus clientes. NINGUNA CASA DE APUESTAS ME HABIA ROBADO DE ESA FORMA.

3._Claro que si , le mando toda la evidencia de los chats y capturas. Al igual le mando la evidencia de que gaste la cantidad que me dijeron para que vea que todo se hizo de forma correcta. Se las voy a enviar a su correo . La conversacion se lee desde abajo para arriba porque asi lo muestra su soporte tecnico.

Espero me puedan ayudar con esto porque de verdad ya es ROBAR , simplemente queria retirar mis $5,700 desde el principio y ellos se negaron y me obligaron a apostar para poder retirarlo . Entiendo que algunas casas pidan que cubras lo que depositaste en apuestas eso no hay problema porque se supone que ingresas dinero para apostar , pero obligarte a gastar en mas de un 3x y en limitarte en juegos que solo generan puntos. Eso es ESTAFA.

Thank you very much, iDavisJr, for providing the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru), who will be at your service. However, I would like to warn you that it seems to be a common practice of EGB Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy", we keep on trying.

Dear iDavisJr,

I truly appreciate you sharing your experiences with the Casino Guru team. We will now proceed to reach out to the casino.

Hello.

A 3x wagering requirement on the deposit amount (and even higher at some bookmakers) is a standard procedure in the betting industry.

Our security team found it suspicious that such a large deposit was followed by only two bets and an immediate withdrawal request. This raised concerns of potential money laundering, which is why we requested that the deposit be wagered.

This rule is clearly outlined in our Terms and Conditions, available at: https://egb.com/public/terms_and_conditions

See paragraph 7 about Withdrawals:

"Considering the provisions of Sections 11 and 14 below, we have the right to ask you to make a multiple turnover of the amounts of all of your deposits prior to requesting a withdrawal. The multiplier will be determined by us at our sole discretion on a case-by-case basis."

Tomas, believe it or not, we just received notification of this new complaint. We have not received any notifications about incoming or existing complaints before. Only new reviews.

Regarding the blocking or confiscation of this user's funds – none of that has taken place.

Dear EGB Casino team,

Thank you for your reply. Please note that when you are logged in, you are able to request a reopening of any of your closed cases. Sometimes, the notifications may end up in the spam as based on our system it seems they were delivered. In case of any issues, feel free to reach me at my email address. jozef.k@casino.guru

Dear iDavisJr,

I’m very sorry about the situation. However, in most casinos, you are required to wager your deposits. In some casinos, the requirement is 3x your deposit, in others 1x, and in some cases even 10x. Wagering only part of the deposited amount does not unlock the option to withdraw. As the casino team mentioned, this is for AML (Anti-Money Laundering) purposes and is standard practice.

The use of points may not be standard, but in essence, it doesn’t differ from the usual requirements. For example, with a 3x deposit requirement, you would still need to place the same total amount in bets.

Is there anything else I can assist you with, or have I misunderstood anything?

Thank you, EGB Casino, for stealing so blatantly. It doesn't make any sense to you to call it money laundering. That money already went through those processes before being converted into USDT; it's just another excuse to limit customers and keep the money for yourself. Your T&Cs don't benefit the consumer, and when you see a high amount, you impose that. Thank you for stealing my money. I hope you're happy. I just remind you that karma exists and life will collect all the good and bad things you did. Good day, and thank you, Casino.guru, for agreeing with the crime in favor of the casino.

Gracias EGB Casino por robar de esa forma tan descarada. No tienen ningún sentido que digas que es lavado de dinero. Ese dinero ya pasó por esos procesos antes de ser convertido por USDT, es solo un pretexto más para limitar a los clientes y que el dinero te lo quedes de forma completa. Tus T&C no benefician al consumidor y cuando ves una cantidad alta ahí si impones eso. Gracias por robar mi dinero, espero estés contento. Solo les recuerdo que el karma existe & la vida cobrará todo lo bueno & lo MALO que hicieron. Buen día & gracias Casino.guru por estar de acuerdo con el crimen a favor del casino

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.

Hello.

Unfortunately, we have nothing more to add.

This is standard practice across all bookmakers.

Dear iDavisJr,

I’m really sorry about the situation, but I have to confirm that this is quite standard in the world of online gambling. As I mentioned before, a 3x wagering requirement isn’t considered strict.

This isn’t about taking the casino’s side — it’s simply about staying objective and looking at all the information available. You can trust me when I say this kind of rule exists to comply with regulations, especially those aimed at preventing money laundering. Of course, we’re not suggesting you were trying to do anything like that, but since you’re participating in online gambling, these kinds of checks and rules are totally normal.

That being said, I have no choice but to close the case. You absolutely have the right to disagree with my decision, and if you’d like to take it further, you can reach out to the casino’s licensing authority. Just to be transparent with you, I believe their response would likely be the same.

Kind regards, Jozef