GBWin Casino - La cuenta del jugador ha sido cerrada debido a presuntas infracciones.

Good afternoon! I would like to ask for help in understanding the situation, as I have never encountered anything like this in the vastness of casinos... I registered on this project on February 21, 2026. As always, I immediately uploaded documents for verification, as I don’t play at the casino without it! Then I wrote in the chat to speed up verification and go play, this helps on many projects (screenshot attached). In the chat, I was told that an addition to verification is needed, please send a photo of a selfie in your hand with a piece of paper with the inscription: Hello. February 21, 2026. The photo was immediately provided in the chat, my verification was confirmed. (Screenshot attached) I went to play, having lost my first deposit. I made a second one, I managed to "get out" and get my deposits back, at that point I decided to stop and withdraw. When I clicked the withdraw button, I was told there are no available methods. I again contacted support with a withdrawal problem (screenshot attached), to which I was told that the request was in tech. The department was transferred, but in addition to this, they told me the following: "First of all, I ask you to undergo additional verification. You need to make a video and send it to us, in which your passport information is clearly visible and you say today's date and the phrase "confirmation for GBVIN number 901789." The video is 10 seconds long. I am perplexed by this, of course, I recorded another 15-second video that met the requirements. (I was unable to upload it to the forum, but I will provide it to Telegram without any problem if necessary). To which I was told: "Thank you very much for your understanding 🙏🏼 I sent your account with the video to resolve this issue with the conclusion. I will contact you as soon as I receive a response from the technical team. (Screenshot attached) Please note, ALL photos and videos were provided immediately after the requests! Later, I decided to find out if something had changed, but alas, I received the following response: "The technical team is working on this issue. I was told that major work is being carried out on the site, which is why these problems are occurring. We will receive responses tomorrow late in the evening. As soon as we receive a response, we will contact you immediately. Thank you for your understanding 🙏🏼". This morning I went to the project, clicked the withdraw button, and withdrawal methods appeared. I withdrew 250 euros and contacted the chat again. (Screenshot attached) And then the fun continued... Hours went by, but they didn't give me an answer, saying that everything should be resolved by the evening. And they are doing everything possible... in the end, this evening they still haven't answered me and there is no withdrawal! This morning I wrote in the chat again and still heard no answer. A couple of hours later, I decided to go in and write again, but discovered that my account was blocked. (Screenshot attached) Of course, I went back to the chat to find out the reason, to which I was told: "I received a response. The management has decided to block your account, as a violation of the casino rules was detected, namely, attempts to create a large number of multi-accounts. Whaaat?? How?? I provided all the documents BEFORE the deposit, provided the ADDITIONAL. A photo with a piece of paper with the website and date on it, this project accepted everything and VERIFIED me. After the game, I provided a video with the document and everything they asked for in the support chat. And after all this, they tell me I have a MULTI-ACCOUNT... Laughable! Thanks in advance for your help, I hope this issue is resolved easily. I'm simply speechless about this situation.

День добрый! Хочу обратиться за помощью разобраться в ситуации, так как такого я не встречал еще на просторах казино… 21.02.2026 зарегистрировался на данном проекте, Сразу как и всегда загрузил документы для верификации, без нее не играю в казино! Затем написал в чат , чтоб ускорить верификацию и пойти играть, на многих проектах это помогает ( скрин приложен) в чате мне сообщили что нужно дополнение к верификации прошу вас прислать фото селфи в руке с бумажкой с надписью: Привет. 21.02.2026 . Фото было предоставлено тут же в чат, мою верификацию подтвердили. ( Скрин приложен ) Отправился играть, проиграв первый свой депозит. Сделал второй, с него получилось «отмазаться» и вернуть свои депозиты, на этом я решил остановиться и вывести. Нажав кнопку вывод, мне пишет нет доступных методов. Я снова обратился в поддержку с проблемой вывода ( Скрин прилагаю) На что мне сообщили что запрос в тех. отдел передали, но помимо этого мне сообщили что: «В первую очередь прошу вас пройти дополнительную верификацию. Необходимо сделать видео и прислать нам, на котором будут четко видны ваши паспортные данные и вы говорите сегодняшнюю дату и фразу «подтверждение для гбвин номер 901789″ Видео на 10 секунд. Я в недоумении такого, конечно снова записал видео размером в 15 секунд которое соответствовало требованиям.( Загрузить не удалось на форум, но по необходимости предоставлю без проблем в ТГ) на что мне ответили : » Спасибо большое за понимание 🙏🏼 Отправила ваш аккаунт с видео на решение данного вопроса с выводом. Свяжусь с вами как только получу ответ от технической команды. ( Скрин прилагаю )Прошу заметить, ВСЕ фото и видео были предоставлены моментально после запросов! Позже решил узнать , может что то изменилось но увы получил ответ: » Техническая команда занимается данным вопросом. Мне сказали, что проводятся крупные работы на сайте, в связи с этим возникают данные проблемы. Мы получим ответы завтра ближе к вечеру. Как только получим ответ, сразу же свяжемся с вами. Спасибо за понимание🙏🏼» . Утром зашел на проект нажал кнопку вывод, появились методы вывода. Поставил вывод 250 Евро и снова обратился в чат. ( Скрин прилагаю ) И тут веселье продолжилось… Шли часы за часами но ответа мне не давали, сказав что к вечеру должно все решиться. И они делают все возможное… в итоге вечером так ни чего мне не ответили и вывода нет! Сегодня утром я снова написал в чат и по прежнему услышал что ответа нет. Спустя пару часов я решил зайти и написать снова, но обнаружил что мой аккаунт заблокирован.( Скрин прилагаю ) Конечно я снова пошел в чат узнавать причину, на что мне ответили : «Я получила ответ. Руководство приняло решение заблокировать ваш аккаунт, так как было выявлено нарушение правил казино, а именно попытки создания большого количества мультиаккаунтов. Чегоооо?? Как?? Я предоставил все документы ДО депозита, предоставил ДОП. фото с листочком где указан сайт и дата, данный проект всё принял и ВЕРИФИЦИРОВАЛ меня. После игры я предоставил видео с документом и назвав все что просили в чат поддержке. И после этого всего они мне говорят у меня МУЛЬТИАККАУНТ… Смех! Заранее спасибо за помощь, надеюсь с легкостью разрешится вопрос . У меня просто нет слов от данной ситуации

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Dear Pioneer777,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so that I can fully understand your situation.

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Did you use any VPN or IP-masking software to alter your actual location while accessing the casino website?
• Could you please advise if you have passed the full KYC verification, including the additional verifications requested by the casino?
• Have you accumulated your winnings with or without an active bonus?
• What types of games did you play?

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,

Veronika

Hello. I live with my wife, and she doesn't play at the casino, so the IP address couldn't have belonged to anyone else.

I always use a VPN, since I can’t do without it in Russia.

Yes, and I went through the full verification process, I wrote everything down in the complaint

I received the winnings without an active bonus and played different slots.

Здравствуйте. Я живу с супругой, в казино она не играет, поэтому  IP-адрес не мог никому принадлежать.

VPN я всегда использую, так как с России без него не обойтись.

Да и прошел всю полную верификацию, я все расписал в жалобе

Выигрыш я получил без активного бонуса и играл в разные слоты

Thank you for your reply. Before we proceed with the investigation, please forward me the most recent communication between you and the casino regarding the allegations of you creating multiple accounts at veronika.f@casino.guru. Thank you for your cooperation.

Dear Pioneer777

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, Michal (michal.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,

Veronika

Hello Pioneer777,

I'm Michal, and I have taken over this complaint. I have reviewed this case, and I will reach out to the casino to gain further insight into this issue and to explore how I might be able to assist.

I would like to invite GBWin Casino to join the conversation.

Dear GBWin Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions, of which the player is being accused. You can send the information and evidence to me at michal.k@casino.guru for an independent review.

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 Pioneer777,

I have tried to contact the casino repeatedly but, have had no success. I'm afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

In the meantime, you might consider contacting the Anjouan Gaming Authority and submitting a complaint to them if you still want to pursue your case.

Although according to their policy, the Authority does not mediate, arbitrate, adjudicate, or otherwise intervene in individual player-operator disputes. However, if a complaint is not resolved by the casino team within 30 days, it may be escalated to an independent Alternative Dispute Resolution (ADR) provider. Participation in ADR is mandatory for all licensed operators, and the operator is required to cover the associated costs (if applicable).

As GBWin Casino has not engaged or responded within our own dispute resolution process as an alternative dispute mediator, this may constitute a potential breach of licensing conditions. For this reason, it may be appropriate to inform the licensing authority of the situation. You can contact them here: Contact | Anjouan Gaming

They may be able to review the matter further and take any necessary action which could help to potentially resolve your issue.

Please let me know if they were able to help at michal.k@casino.guru.

Regrettably, this is where any potential assistance from our end concerning your case concludes. For future reference, I would recommend reviewing a casino’s rating and player feedback before registering, and choosing reputable operators with strong ratings whenever possible. This can help reduce the likelihood of encountering similar unpleasant situations.

Best regards,

Michal

Casino Guru