EGB Casino - La cuenta del jugador ha sido cerrada y las ganancias congeladas.

Hi! I opened account in this casino. Played little bit casino, cases , sport. And when I tried to cash out my winnigs they said that cash out is unavaliable and I should contact support on mail. I made it they asked me for documents and photos, after I sent all they said that I should do video verification. 3 Days later I asked on mail how long it will be and they said that my accout is blocked funds are frozen and a security review and investigation into your activities on the EGB website will continue.

I read Terms and Conditions and I dont understand what I made bad please help me get back my winnings!

Dear snus,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with EGB Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• Can you specify the date when you attempted to cash out your winnings? Was it your first attempt to withdraw?
• What specific documents were requested from you for the verification process?
• When did you originally submit your documents and photos for verification?
• Did you accumulate your winnings with or without an active bonus?  

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

Best regards,

Natalia

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.

Can you specify the date when you attempted to cash out your winnings? Was it your first attempt to withdraw?

1) Cash out request time: 2025-05-27 16:56:14, YEs it was first attempt

What specific documents were requested from you for the verification process?

2)

-photo of you holding an identification document (your passport, ID card or driving license) with a hand note: «‘Your login’ ‘the current date’ for  EGB.com »

-a copy of a document verifying your name and address. This should be a document that confirms your name and address, issued in the past three months.

• my credit card with statment on it

AND last was video verification with operator

When did you originally submit your documents and photos for verification?

3) I sent it like when they asked me for it

Did you accumulate your winnings with or without an active bonus?  

4) Without bonus

Thank you very much for your reply, snus. Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post the screenshots here. Thank you in advance.

Thank you very much, snus, for your cooperation. I will now transfer your complaint to my colleague Michal ([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 snus,

I'm Michal, and I have taken over your complaint. I have reviewed your 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 EGB Casino to join the conversation.

Dear EGB Casino,

Please forward me any evidence supporting the alleged violations of your terms and conditions, of which the player is being accused, to me at [email protected]

Hello.

The user did not pass the video call verification that was assigned by our security service. A decision was made to block and confiscate the balance.

What means didn’t passed ?) I answered all questions it was my account I am the owner

You just scammed me for 1200$ give me my balance and do whatever you want with account or we will speak with your regulator

Dear EGB Casino,

Could you kindly forward the evidence indicating that the player did not pass the video verification call? Please send it directly to me at [email protected] or upload it to a secure location where I can review and assess the situation.

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 snus,

Despite my repeated requests, the casino team has not provided the necessary information and evidence for us to independently assess the situation. As such, we are currently unable to support the casino’s actions.

Regrettably, the casino team has become unresponsive, preventing us from taking any further steps. Without sufficient evidence to review, we are unable to conduct an independent evaluation. This lack of transparency does not align with the fair practices we strive to uphold in fostering a just gambling environment for both players and operators. Therefore, we have no choice but to close this complaint as unresolved—insufficient evidence provided by the casino.

I understand this isn't a satisfactory solution to your issue, but the decrease in the casino's rating caused by unresolved complaints could prompt a change in their approach. If the casino decides to respond and resolve the issue, we will reopen the complaint and notify you by email.

Should you want to pursue your complaint further, you can submit it to the Curaçao Gaming Control Board (GCB) via this contact form. Although the GCB does not officially handle disputes between players and gaming operators, they still might be able to help, so it is worth a try.

Please let me know if and how they responded at [email protected] if you try this option.

I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru