Gambloria Casino - La cuenta del jugador ha sido cerrada injustamente.

After converting the bonus money into real money, having met the wagering requirements set out in the terms and conditions, I requested a withdrawal. A multitude of requests for documents began, but I always sent everything. Once my account was verified, I requested a withdrawal, but it was canceled and my account was closed without any explanation. Now, several days later, I'm still being asked for the same documents, and the situation doesn't seem to be resolved.

Dopo aver trasformato i soldi bonus, in saldo reale, soddisfacendoci requisiti di puntata previsti dai termini e condizioni, ho richiesto un prelievo. Sono iniziate una moltitudine di richieste di documenti, ho sempre inviato tutto. Una volta verificato il mio conto, ho richiesto il prelievo, mi é stato annullato, chiuso il conto senza alcuna spiegazione. Ora, dopo svariati giorni, mi vengono richiesti continuamente gli stessi documenti, e la situazione non sembra sbloccarsi.

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 negative experience with Gambloria Casino.

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

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• 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 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

I played at the casino for a week, made a deposit, and received a sports bonus with my first deposit. During the day, I played roulette and lost my deposit.

So I decided to play sports betting with the bonus balance.

In one week I managed to accumulate €500 in bonus balance, which turned into real money once I met the wagering requirements.

Ho giocato al casinó per una settimana, ho depositato, mi è stato assegnato un bonus sport con il mio primo deposito. Durante la giornata ho giocato alla roulette perdendo i soldi del deposito.

Ho deciso dunque di giocare alle scommesse sportive con il saldo bonus.

In una settimana sono riuscito ad accumulare 500€ in saldo bonus, che si è trasformato in reale una volta raggiunto i requisiti di puntata.

Dear liiubov,

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, Jana (jana.k@casino.guru). 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,

Tomas

[REWRITE]

Dear Liubov,

I am truly sorry to learn that your account has been blocked. I will reach out to the casino promptly to address and resolve this issue. In the meantime, I would like to invite a representative from Gambloria Casino to join this conversation to assist us in addressing your concern.

Dear Gambloria Casino,

Could you please clarify the reason behind the player's account blockage? Additionally, we would appreciate it if you could provide us with any relevant evidence. You may include your statement and any supporting documentation here, or alternatively, you can send it to my email address at jana.k@casino.guru. Thank you in advance for your cooperation in providing this information.

Kind regards,

Jana

Hello!

We would like to inform you that the verification process, carried out in accordance with our Anti-Money Laundering (AML) procedures, is still ongoing.

At this stage, we kindly require documentation that demonstrates proof of the cryptocurrency purchase for the wallet used to make deposits at our casino. This is a standard verification request intended to ensure that the funds used originate from a legitimate source.

To identify such transactions, we recommend reviewing the transaction history of your wallet and locating incoming (positive) transactions. Please provide documentation confirming the origin of these funds. For example, if the cryptocurrency purchase was made using a bank account, a bank statement showing the relevant transaction would be sufficient.

Once the exact origin of funds is clarified, we can further assist you in obtaining the necessary documentation. Should you have any questions or require additional guidance, please do not hesitate to contact us.

Best regards,

Gambloria Casino

Good morning,

I sent the requested screenshots on March 2nd, I asked if they were sufficient and I received no response, I wrote another email, I wrote in chat, you never responded to me.

As I already told you in an email, the funds in my crypto wallet have been there for a while, as they are personal funds, which I manage for trading, staking for interest, and making deposits at casino sites. Therefore, there is no specific transaction going from my bank -> crypto wallet -> Gambloria account.

I also sent you the screenshot with all the transactions made in the month of my deposit to prove what I am telling you.

If there are any additional documents requested, I am available here, but it cannot take 10 days to get a response.

Buongiorno,

ho inviato gli screen richiesti il 2 marzo, ho chiesto se fossero sufficienti e non mi è stata data alcuna risposta, ho scritto un’altra mail, ho scritto in chat, non mi avete mai risposto.

Come vi ho già scritto via mail, i fondi presenti nel mio portafoglio crypto erano lì da tempo, in quanto sono fondi personali, che gestisco per fare trading, mettere in staking per ricevere interessi, effettuare qualche deposito in siti casinò. Quindi, non c’è una transazione specifica che va dalla mia banca -> crypto wallet -> account Gambloria.

Vi ho anche inviato lo screen con tutte le transazioni fatte nel mese del mio deposito a prova di ciò che vi dico.

Se c’è qualche documento aggiuntivo richiesto sono qui disponibile, ma non possono passare 10 giorni per avere una risposta.

Dear liiubov,

We wanted to let you know that the documents you sent have not been accepted. They are not relevant to our request for proof of your funds' origin.

The documents from March 2nd were the same ones you sent on February 25th. We already explained the exact reason for rejection at that time.

If you have not recently added funds to your cryptocurrency wallet, please provide proof of how your account had a positive balance at the start. For example, you can review your incoming transactions in your transaction history and share relevant proof of their origin.

This step helps us confirm that your funds come from a legitimate source. The screenshots provided do not give us this information.

Thank you for your cooperation. We are here to assist you.

Best regards,

Gambloria Casino

Good morning,

I was asked to provide proof of transactions made to your site and I sent them to you.

I'm sending you here the transactions from my crypto account for the whole of February, to prove what I'm telling you: that the balance was positive, that I use the account to make many daily transactions.

My deposit was made on February 7th, so you have transactions from the beginning of February to the end of February.

As I repeat, I do not have a Bank -> Crypto Account -> Gambloria account transaction.

Buongiorno,

mi era stato chiesto di fornire le prove delle transazioni fatte verso il vostro sito e ve le ho inviate.

Vi invio qui le transazioni del mio account crypto nell’arco temporale di tutto febbraio, così da dimostrare ciò che vi dico, ossia che il saldo era positivo, che uso l’account per effettuare molte operazioni giornaliere.

Il mio deposito è stato effettuato il 7 febbraio, quindi avete le transazioni da inizio febbraio a fine febbraio.

Come ripeto, non ho una transazione Banca -> Account crypto -> account Gambloria.

Dear liiubov,

Our previous verification request focused on how the positive balance in your crypto wallet was acquired before the deposit to our casino. This is a required step under our AML procedures, which are detailed at the bottom of our site. Ensuring that funds deposited on our platform come from legitimate sources is of utmost importance for everyone's security.

The bank statement was provided as suggestion as it is the most common proof of funding a crypto wallet. We also provided guidance on identifying incoming transactions. While your screenshots show recent activity, they do not explain the original source of the positive balance in your wallet prior to the deposit. As a result, they cannot be accepted as valid proof at this time.

To proceed, you could provide details on how you originally funded your wallet after its creation, for example, via an exchange receipt, bank transfer confirmation, or similar document. We are happy to offer further support once you share more information about your funding process.

We understand this verification may feel inconvenient, but it protects our platform and all users. Thank you for your patience and cooperation.

Kind regards,

Gambloria Casino

Of course, I understand it's important to you, but I find it a bit intrusive to require the history of all my bank/crypto accounts for an €80 deposit, especially since my deposit was lost.

In any case, I deposited some money from another wallet, and the funds were staked given the good rewards Kraken offered. You can also view the transactions prior to my deposit on your site from the screenshots you provided.

My income currently comes primarily from government assistance for mothers with children, so if you need to know where I get the money, I can send you a screenshot of my bank transactions, which highlights the monthly transfers I receive. Unfortunately, I'm unable to provide a payslip because I started a new job this week; I'd have to wait a month before receiving one.

I'm attaching my bank statements here, showing my current source of income.

certo capisco sia importante per voi, però trovo un po’ invadente richiedere per un deposito di 80€, lo storico di tutti i miei conti bancari/crypto, anche perché il mio deposito è stato perso.

In ogni caso, ho depositato dei soldi da un altro Wallet, i soldi sono stati messi in staking visto la buona offerta di ricompense che kraken offriva. Potete vedere anche le transazioni antecedenti al mio deposito presso il vostro sito dagli screen che vichi fornito.

Attualmente il mio reddito proviene principalmente da aiuti che il governo italiano offre alle mamme con figli, quindi nel caso abbiate bisogno di sapere dove prendo i soldi, vi posso mandare uno screen dei miei movimenti bancari, dove si evidenziano i bonifici mensili che ricevo. Purtroppo non sono in grado di fornire una busta paga, perché ho iniziato un nuovo lavoro proprio questa settimana, dovrei aspettare un mese prima di ricevere tale busta paga.

Vi allego qui i movimenti della mia banca, dove si vede la mia fonte di reddito attuale.

Dear liiubov,

Thank you for providing the additional document and information. Please note that at this stage, proof of source of wealth is not required, as the deposit made to the casino originated from your crypto wallet, which you mentioned has not recently received any transfers from your bank account.

The single deposit made to our platform has not been lost, as you were able to achieve winnings for the amount related to your complaint. As outlined in our Terms and Conditions, verification may be requested upon your first withdrawal.

The current verification request is intended to confirm that your positive balance was obtained through legitimate means. Since you indicated that your funds were transferred from your Kraken exchange account, we kindly ask you to provide the following document:

Proof of ownership of your Kraken exchange account – ideally showing your full name, email address, and/or phone number.

We appreciate your cooperation and understanding in this matter.

Kind regards,

Gambloria Casino

Yes of course no problem, I attach the screenshot of my Kraken account where there is my name and my associated email.

Sì certo nessun problema, vi allego lo screen del mio account kraken dove c’è il mio nome e la mia mail associata.

Dear liiubov,

Thank you for providing the requested document. It has been successfully accepted.

We kindly ask you to provide clarification regarding three deposits made to your wallet on the 7th, 9th, and 10th of February, which are visible in the transaction history you submitted. The exact sums were provided to you via email.

Please note that this is a standard AML (Anti-Money Laundering) verification procedure to ensure that funds deposited to the casino originate from legitimate sources, particularly when transactions occur in close proximity.

We appreciate your cooperation and understanding. If you have any additional questions, please do not hesitate to contact us.

Kind regards,

Gambloria Casino

I tried to find the transaction details you requested, but unfortunately I don't remember all the sites I've withdrawn from. It's taking me a while, but I did find a transaction on your site that predates my deposit, dated February 4th, and it related to a win at another casino.

Since the amount is greater than the amount you deposited, I hope it serves as legitimate proof of funds. I'm attaching the email confirming the withdrawal from the site and the transaction in my account.

Ho provato a cercare i dettagli delle transazioni da voi richieste, ma non mi ricordo purtroppo tutti i siti da cui ho prelevato. Mi serve un po di tempo, però in compenso ho trovato una transazione antecedente al mio deposito sul vostro sito, con data 4 febbraio, ed era relativa a una vincita su un altro casinò.

Visto che la cifra è maggiore rispetto a quella depositata da voi, spero che vi possa andare bene come prova di fondi legittima. Vi allego la mail di conferma di avvenuto prelievo dal sito e la transazione nel mio account.

Dear liiubov,

Thank you for providing the documentation regarding the cryptocurrency replenishment from your casino winnings. We have also taken into consideration your statement concerning the clarification of the four transactions.

The documents are currently under review, and we will update you as soon as possible.

Thank you for your cooperation and understanding.

Kind regards,

Gambloria Casino

Despite legitimate proof of funds in my crypto account, the casino refuses this proof, saying it requires a transaction from my bank to my crypto account. I explained at the beginning that I have no bank-to-crypto account transactions, but only transactions involving withdrawals from other casinos, trading, or staking. I don't use my bank to deposit money into my crypto accounts, as I've had them for many years. I sent a detailed transaction of a casino winnings a few days before my deposit; I believe this is legitimate and sufficient proof that my funds are legitimate.

Nonostante la prova legittima di fondi nel mio account crypto, il casinò rifiuta questa prova, dicendo che vuole una transazione dalla mia banca al conto crypto. Ho già spiegato inizialmente che non ho transazioni banca -> conto crypto, ma ho solo movimenti riguardanti prelievi da altri casinò, trading o staking. Non utilizzo la mia banca per versare soldi nei miei conti crypto, perché sono soldi che ho da molti anni. Ho inviato una transazione dettagliata di una vincita da casinò qualche giorno prima il mio deposito, credo che sia una prova legittima e sufficiente per attestare che i miei fondi sono legittimi.

The casino decided to close my account for "fraudulent activity," without providing any further explanation. I've submitted all the requested transactions, which prove that the funds in my crypto wallet come from winnings at other casinos. Now I want proof of what they're saying, because I registered on this site, deposited €80, which was lost, was awarded a sports bonus, which I used to place multiple bets, and won the balance I wanted to withdraw. I don't know what kind of fraudulent activity we're talking about. Now I want proof.

Il casinò ha deciso di chiudermi l’account per "attività fraudolente", senza darmi altre spiegazioni. Ho invitato tutte le transazioni richieste che evidenziano che i miei fondi sul mio portafoglio crypto derivano da vincite da altri casinò. Adesso voglio le prove di ciò che dicono, perché io su questo sito mi sono registrato, ho depositato 80€ che sono stati persi, mi è stato assegnato un bonus sport, con cui ho fatto varie scommesse multiple e ho vinto il saldo che volevo prelevare. Non so di che tipo di attività fraudolente stiamo parlando. Adesso voglio le prove.

Dear liiubov,

We would like to inform you that your account has been closed and your winnings have been confiscated due to a direct breach of our Terms and Conditions, specifically Clause 12.1, which states:

"The Company has a strict anti-fraud policy and utilizes various anti-fraud tools and techniques.

If the player is suspected of fraudulent actions including, but not limited to: participating in any type of collusion with other players, fraudulent actions against other online casinos or payment providers, chargeback transactions with a credit card, or denial of some payments made, creating two or more accounts, other types of cheating, or becomes bankrupt in the country of their residence, the Company reserves the right to terminate such account and suspend all payouts to the player.

This decision is at the sole discretion of the Company and the player will not be notified or informed about the reasons for such actions.

The Company also reserves the right to inform applicable regulatory bodies of the fraudulent actions performed by the player, delaying game rounds in any game, including free spins and bonus features, to a later time when you have no wagering requirements, leaving large bets on the table, for example in blackjack, and returning to the game after bonus wagering has been completed, playing games with bonus money to build up in-game value, lose the bonus funds, and then cash out on the built-up value during real-money play, using strategies that take advantage of any software bug or failure."

Dear Jana,

We have sent you an email with further information. Please review it at your earliest convenience.

Best regards,

Gambloria Casino

Can you send some proof of what you say?

Thank you!

Potete mandare qualche prova di ciò che dite?

Grazie!

Dear Liiubov,

Thank you for your patience during this ongoing investigation. We understand the importance of this matter and are committed to providing you with updates as soon as we have information available. Please rest assured that we are working diligently to resolve the issue.

Dear Liiubov,

After carefully reviewing your case and the supporting evidence provided by the casino, I regret to inform you that I must reject your complaint. Please know that if you encounter any issues in the future, do not hesitate to reach out to us. We are here to assist you.