GAMBLR Casino - Das Spielerkonto wurde geschlossen.

I registered at this casino 2 weeks ago and immediately passed the verification. Then I made the first deposit of about 20$ and played Baccarat. After the game, I successfully withdrew funds to my wallet. After that, I made a deposit of about 600$ and played BLACK JACK. I decided to withdraw 90$ and continued playing. After 10 minutes, I was logged out of my account and couldn't log back in. I contacted the support chat (the conversation is visible in the screenshot). They told me that there is no account with that username. But when I try to log in to my account, it says that it is blocked. I haven't used any bonuses and have only played in the live casino. At the time of the block, my account balance was 615$.

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Hello,

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

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

• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Have you received any confirmation regarding the registration in the casino or that your verification was successful? Please share these notifications with me if possible. My email is tomas@casino.guru

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 only played live casino games. Baccarat and Black Jack

When I passed the verification, I received a code from Sumub. I'll attach a screenshot.

Today I received an email from them:

Kindly note the following,your account has been identified as linked to an Indonesian group. As a result, management has decided the following:

WD 59d97e79-51f5-4b08-9560-2a8e401bd427 90 USD Declined

Winnings have been confiscated

The account has been blocked.

Dear MartaKetut,

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, Mirka (miroslava.d@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

Dear player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite GAMBLR Casino representative to join this conversation.

Dear GAMBLR Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Dear player,

I am communicating with the casino outside of this thread.

I will notify you, if there are any updates.

Dear player,

I am extending the timer, since the case has been forwarded to a new casino representative.

Thank you for your patience.

Thank you for reaching out.

Following an internal review, we can confirm that the account block was applied in accordance with Rules 4.1.7 and 6.4 of our Terms and Conditions. We are unable to disclose further details regarding the investigation.

However, your initial deposit will be returned to you in full, just request via support chat and you will receive further instructions.

Only initial deposit will be allowed for withdrawal and after complete, the account will remain closed.

Dear GAMBLR Casino,

Please send me explanation of the specific breaches of terms and conditions along with supporting evidence to miroslava.d@casino.guru for review.

Thank you.

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.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear MartaKetut,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Mirka