Gamba Casino - Las ganancias del jugador se confiscan después de bloquear el acceso a la cuenta.

After a big win on the slots, my balance increased to $11,500. However, within just 20-30 minutes, access to the slots and live casino was blocked. The next day, I logged in to check my account, and my balance was only $200. Customer support insists that my USDT account was frozen, but in reality, I could still play slots; only the withdrawal of funds was inaccessible. I believe the actions of the casino staff were mistaken, and I would like clarity from the company's representative, as in the live chat they only provide generic responses to quickly close the conversation.

После крупного выигрыша на слотах мой баланс превратился в 11500$ и буквально через 20-30 минут доступ к слотам и лайв казино был закрыт. на следующий день я зашел для проверки счета, а на моем балансе осталось всего 200$. Служба поддержки уверяет, что мой USDT счет был заблокирован, но по факту я спокойно мог играть в слоты, а недоступен был только вывод средств. Считаю действия сотрудников казино ошибочными и хотелось бы получить ясность от представителя компании, тк в лайв чате мне отвечают однотипно лишь бы я поскорее закрыл диалог.

Dear goslink,

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

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

• Could you please advise how long were you a player of the casino and when exactly was your account blocked? 
• Is there any explanation as to why your casino account was frozen and the timing of the block for your account?
• Is there any evidence of the balance on your casino account?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 
• Did you achieve your current balance with the help of a bonus? 
• Could you please share with me your communication with the casino? 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 to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

1) 12/28/2024

2) there were no restrictions on my account, except for withdrawal of funds. all games were available. my situation overlaps a little with sports betting, but the question is specifically about winning on slots. so I ask you not to cancel my application. I was promised to be provided with an official letter explaining the situation on my account, but I have been waiting for three days, no answer.

3) at the moment the balance is 0, but there is a screenshot of the winnings

4) slots, sports betting, casino games (dice, plinko, etc.). But, I repeat, the question is about the account in general, indirectly it concerns sports betting.

5) I didn't take any bonuses

6) sent

1) 28.12.2024

2) на моем аккаунте в принципе не было ограничений, за исключением вывода средств. все игры были доступны. моя ситуация немного пересекается со ставками на спорт, но вопрос именно по выигрышу на слотах. так что попрошу не отменять мою заявку. мне обещали предоставить официальное письмо с объяснением ситуации по моему счету, но жду уже третий день, ответа нет.

3) на данный момент на балансе 0, но есть скриншот выигрыша

4) слоты, ставки на спорт, игры от казино (кости, плинко и прочее). но, повторюсь, вопрос в целом по аккаунту, косвенно он касается ставок на спорт.

5) бонусы не брал

6) отправил

Dear goslink,

Thanks for your patience.

I went over the correspondence you provided and understand your reluctance; however, since the accusations are regarding your sports betting activity we cannot offer assistance in the end.

05:13 PM | David from Gamba.com: You played slots with funds that were locked due to sports rule breaking

We couldn't argue to the casino to acknowledge winnings that from that point didn't ultimately belong to you anymore. (because they were confiscated)

Since we don't have enough insight into this field of online gambling, we wouldn't be able to interpret the casino's results of the investigation and/or their explanation correctly and judge this case fairly. We don't think that your complaint is unjustified, we just couldn't evaluate the issue properly. We would like to help, but it is impossible for us this time.

Unfortunately, after gathering all the necessary information we are forced to reject this complaint. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.