Gambiva Casino - El retiro del jugador es rechazado debido a reclamos por violación de bonos.

I made a deposit of 50 CHF and accepted a deposit bonus. I wagered the entire bonus amount and therefore withdrew my winnings as real money. I continued playing and, having accumulated a profit of 800 euros, I requested a withdrawal.

After my account was verified and accepted, their customer service rejected my withdrawal (like 99% of users) on the pretext that I had violated the bonus conditions rules, namely: betting more than 2 euros per game and playing Big Bass Bonzana (a game that was prohibited with a bonus).

First of all, their website isn't honest because they never send you an alert to tell you that you can't bet with an active bonus (like most casinos do), and secondly, the winnings I made were on the Sugar Rush Superscatter game. I played other machines, but my winnings were all from that one game.

I emailed them asking for a detailed history of my playing time, including bets over two euros and the fact that I played a prohibited game, and I keep getting a standard reply.

I would like to get my winnings back, I still won 800 euros on a completely unreliable site, unfortunately I only saw the reviews after winning.

J'ai fait un dépot de 50CHF et accepté un bonus qui était offert pour le dépot. J'ai misé le bonus totale et donc recupérer mes gains en gains réels. J'ai continué de jouer et arrivé à un gain de 800euros j'ai fait une demande de retrait.

Après vérification de compte qui a été accepté, leur service client a rejeté mon retrait (comme 99% des utilisateurs) sous pretexte que j'avais enfreint les règles de conditions de bonus à savoir : miser plus de 2euros par partie et avoir jouer à Big bass Bonzana (jeu qui était interdit avec un bonus)

Déjà leur site est pas honnête car à aucun moment ils vous envoient une alerte pour vous dire que vous ne pouvez pas miser avec un bonus actif (comme la plupart des casinos le font) et ensuite les gains que j'ai fait je les ai fait sur le jeu Sugar rush superscatter. J'ai joué à d'autre machines mais mes gains ont été fait sur ce jeu là.

Je leur ai fait un mail en leur demandant de m'envoyer l'historique détaillé de temps de jeu ainsi que les mises de plus de deux euros effectués et le fait que j'ai joué sur un jeu prohibé et je recois toujours une réponse standard

J'aimerais recuperer mes gains, j'ai gagné quand même 800euros pour un site pas fiable du tout, malheureusement j'ai vu les avis qu'après avoir gagné.

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Dear Hona.94,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Please clarify some details so I can understand the situation.

• Did you wager more than €2 during the active bonus?
• Did you use a featurebuy while the bonus was active?
• I know you already attached the emails from the casino about bonus violations in your previous message but could you please forward those emails to me? My email address is jean.s@casino.guru.
• Additionally, kindly forward your game history together with a link to the specific bonus that you redeemed and played.

If there is any other relevant communication between you and the casino, please send it as well.

Thank you in advance for your reply.

Best regards

Jean

Hello, I replied to your requests by email at the address you provided.

Bonjour, je vous ai répondu par mail à vos demandes à l'adresse que vous m'avez communiqué

Hello Hona.94,

We would like to update you that due to Jean, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Jean 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 Jean will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

I have received your emails. Going forward, it is important to answer generic questions in the complaint thread so it would be easily visible. Email messages that are screenshots, evidence and email/chat support communication that might contain sensitive information.

If I understand the situation correctly, you believe that:

• You never intentionally exceeded the maximum allowed stake and, to the best of your recollection, your bets were generally €1 or less, and certainly not higher than €2.
• While a bonus was active on your account, you purchased a free spins feature. Based on your previous experiences at other casinos, you expected such a purchase to be blocked if it was not permitted. Since the purchase was accepted, you assumed it was allowed and were surprised to discover afterward that the game was being played with real-money funds rather than bonus funds.
• The casino's account history section does not provide a detailed record of your gameplay, making it impossible for you to independently verify which games were played, what stakes were used, and how your balance progressed.
• You maintain that the winnings in question originated from Sugar Rush Scatter and not from another game.
• You have already requested a detailed account and gameplay history from the casino, but they directed you to the sports section to find the betting history instead.

Dear Hona.94,

Unfortunately, we have come to a point where we are not able to move forward with this complaint. Generally, we would now try to get in touch with the casino and ask for their explanation, however, this one has 15 cases closed as "No Reaction Policy," which clearly shows the casino is not interested in cooperating with us.

Sadly, we are forced to close your complaint as "unresolved." This will affect the casino's overall rating. I understand this isn't a satisfactory solution to your issue, however, the decrease in rating caused by unresolved complaints could change the casino's approach.

Regrettably, we have no other choice since it seems to be a common practice for Gambiva Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our failed attempts to negotiate.

We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts resolving any kind of issue have died as the complaints grew in numbers. We strictly recommend staying away from Gambiva Casino. I wish I could be of more help.

The casino can reopen this complaint anytime.

Kind regards,

Jean