Gizbo Casino - Das Spielerkonto wurde geschlossen.

I am filing a complaint regarding the actions of the online casino gizbocasino, which, in my opinion, violate the rules of good business conduct and KYC procedures.

The essence of the problem

My casino gaming account was blocked for the following reason, as stated by the casino support team:

"You are required to provide the requested documents and information within 10 days… If you fail to provide the documents within the deadline or the Company is unable to contact you, your account will be blocked…"

However, the main problem is that I did not receive any notification about the need to provide documents or take additional steps.

Facts:

The casino claims to have sent a document request notification to my email.

I checked my email folders several times: "Inbox", "Spam" - I didn’t receive any emails from the casino.

In response to my requests for proof of notification, the casino responded with a template message and did not provide any confirmation.

Due to the lack of notification, I was unable to complete KYC requirements in a timely manner, which resulted in my account being unjustifiably blocked and my funds frozen.

Я обращаюсь с жалобой на действия онлайн-казино gizbocasino, которые, по моему мнению, нарушают правила добросовестного ведения деятельности и процедуры KYC.

Суть проблемы

Мой игровой аккаунт в казино был заблокирован по причине, указанной службой поддержки казино:

"Вы обязаны предоставить запрошенные документы и информацию в течение 10 дней… Если вы не предоставите документы в срок или Компания не сможет связаться с вами, аккаунт будет заблокирован…"

Однако главная проблема заключается в том, что я не получал никакого уведомления о необходимости предоставить документы или выполнить дополнительные действия.

Факты:

Казино утверждает, что направило уведомление о запросе документов на мою электронную почту.

Я неоднократно проверял папки почты: "Входящие", "Спам"— никаких писем от казино не поступало.

На мои запросы предоставить доказательство отправки уведомления, казино отвечает шаблонным сообщением и не предоставляет никаких подтверждений.

В результате отсутствия уведомления я был лишён возможности своевременно выполнить требования KYC, что привело к необоснованной блокировке моего аккаунта и заморозке средств.

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 Gizbo 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?
• When did you request a payout of your funds?
• Were you in contact with the casino regarding any issue via chat?

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 remember registering on September 15th, but I can't remember exactly when my account was blocked. Probably right after I cleared the bonus. I logged in a couple of times, but my account was already blocked. I thought there was some kind of glitch.

I found out about the account being blocked around September 20–29.

I only played slots.

Yes, I played the bonus and my bonus was 150%.

I didn't request a withdrawal, I was blocked earlier.

I only communicated via email. I provided you with a screenshot in my previous message.

Я точно помню, что регистрировался 15 сентября, но в какой именно момент мой аккаунт был заблокирован — сказать не могу. Наверное, сразу после того, как я отыграл бонус. Я заходил пару раз, но аккаунт уже был заблокирован. Думал, что это какие-то неполадки.

О блокировке аккаунта я узнал примерно 20–29 сентября.

Я играл только в слоты.

Да, я отыграл бонус и бонус у меня был 150%.

Я не запрашивал вывод, меня заблокировали раньше.

Я общался только через почту. Скриншот я предоставил вам в прошлом сообщении.

Dear Kims,

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, Martin (martin.l@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

Hello Kims,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the Gizbo Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? Is there a specific reason why the player is not allowed to undertake the verification process? In case there is any additional evidence relevant to this case, please let me know at martin.l@casino.guru.

Thank you in advance for providing us with your view of the issue.

Dear Martin,

We would like to inform you that we already have an open complaint regarding a similar issue for another one of our projects. All relevant information has been sent to you via email.

Best regards,

Gizbo Casino

Dear casino representative,

thank you very much for your response. At first, I believed the issue lied within the term quoted by the player in the opening message.

However, since the actual issue is already being discussed in another complaint opened by the same player, I believe the best course of action is to get to the bottom of the matter by continuing these discussions there.

In the meantime, this complaint will remain open but timer will be set on me.

Dear Kims, dear casino representative,

I hope you are both doing well.

As this complaint appears to be connected to the player’s other ongoing case, I would like to ask whether there have been any new developments regarding the matter since our last update.

Could both parties please confirm whether the issue remains the same, namely the validity/authenticity of the submitted "rēķins" document, or whether there are any additional concerns or findings relevant to this complaint?

I will await your updates before proceeding further.

Thank you in advance for your cooperation.

Best regards,

Martin

Dear Kims,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment. Please note, that a very similar issue had been extensively discussed with the casino representatives in another complaint, with the player also stopping communication.

However, the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,

Martin

Casino.Guru