GAMBLR Casino - Акаунтът на играча е затворен без обяснение.

After I made a withdrawal a few days later, my account was blocked. I contacted the support service for comments and this is what he replied to me (attached a screenshot): We would like to inform you that your account has been blocked by the decision of the management. Violation of Rules 4.1.7 and actions based on Rules 6.4

These are the rules:

4.1.7

- In any way that, in our reasonable opinion, may be considered an attempt to: (i) defraud the Service or another Customer using the Service; or (ii) collude with any other Customer using the Service in order to obtain unfair advantage.;

6.4

- We reserve the right to close or suspend any Account without prior notice and return all funds. Contractual obligations already matured will however be honoured.

I did not commit any illegal actions, but just played on their website. I didn't use any bonuses and had only one account.

They stole my money, and they don't even want to give me the deposit.

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.

Dear SupriYanto,

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 I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?
• Did you accumulate your winnings with or without an active bonus?

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

Petra

Live casino and sports betting

I already pass verification

No bonus

Thank you for your reply and for providing the previous details, SupriYanto.

• Could you please clarify when exactly did you make the withdrawal that led to your account being blocked?
• Can you provide any additional details about your account activity prior to the withdrawal?
• Have you received any other messages or communications from the support team aside from the one you mentioned?

You can send me all the documents to: [email protected] or post your screenshots to the thread.

Thank you again for your cooperation.

7.03.2026

Before withdrawing funds, I won 2 bets on football and then played Blackjack

No

Dear SupriYanto

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 ([email protected]). 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,

Petra

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.

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 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 [email protected] 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.

Today I contacted the chat and email at Gamblr casino to receive a refund of the deposit, but they replied that my account was permanently blocked and there would be no refund.

Dear player,

I am trying to get in touch with the casino outside of this thread.

I will notify you, if there are any updates.

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.

Mirka.

We have sent you an email with the full details of the case on Friday 1 May.

Thanks.

Dear GAMBLR Casino,

I have received the email, however it doesn't include the requested evidence. Please provide it as soon as possible, since without it, we are unable to continue investigation.

Dear SupriYanto,

I've been in communication with the casino for the last months, and there have been various reasonings for your account closure provided by the casino. However, despite the fact, that there were multiple changes of casino representatives, that communicated with me, I haven't received sufficient evidence, that would confirm their claims.

Unfortunately, since the casino haven't provided sufficient evidence for review even in a much longer time, that we usually accept, we are unable to conduct an independent evaluation. Therefore, we have no choice but to close this complaint as unresolved—insufficient evidence provided by the casino.

I understand this isn't a satisfactory solution to your issue, but the decrease in the casino's rating caused by unresolved complaints could prompt a change in their approach. If the casino decides to cooperate in providing the requested evidence, we will reopen the complaint and notify you by email.

Should you want to pursue your complaint further, the Anjouan Gaming Authority (https://casino.guru/licensing-authorities/comoros-license) and submit a complaint to them. The Gaming Authority has more options and tools to help players.

You can find more information on how to properly submit a complaint to the regulator at https://casino.guru/submitting-complaints-to-regulators.

I am sorry I could not be of more help on this occasion.

Best regards,

Mirka

Casino Guru