Hello

I have claimed a no deposit sign up free spins bonus that payed out €4.00.

The bonus terms state the max cashout of NDB/sign-up bonus is 10X the bonus amount.

I have fully wagered and converted the amount to cash balance of €40.00

I have then deposited €10.00 as requested in order to verify my payment method, and wagered the 10€ and lost.

I have then FULLY VERIFIED my account by sending: ID / SELFIE with ID / Payment method Verification used to deposit.

I have then requested a €40.00 withdrawal to my Neteller account (deposit method).

I have decided after waiting 24,hrs for a withdrawal that I wanted to self exclude my account with Gizbo Casino, as I felt this was best for personal reasons and have done so.

Live chat has ensured me after closing the account that the amount will still be withdrawn without issue.

I have now been informed today that my Withdrawal has been removed and I must wait until my 6-Month Self exclusion is over in order for them to Process the withdrawal and I must wait 6-Months to discuss this with them!!

I find this is not good practice from a casino and could not at all be considered Responsible Gambling

I have found no-where on the terms to state that you cannot Withdraw when self exlcuded, and I requested withdrawal Prior to self exclusion.

Please help

Hello Hiredblade,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Gizbo Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is already verified and if yes, since when exactly?
• Was the self-exclusion initiated by you?
• When was the last time you spoke to the casino and what was it about?

There shouldn't be any reason for the casino not to pay out your winnings even if your casino is now self-excluded.

Looking forward to your answer.

Regards,

Nick

Account was verified a few days ago

Withdrawal request was initiated by me after I received an email confirming verification was approved.

After I requested a withdrawal, I then decided to self exclude the account myself.

I spoke to the casino 24hrs ago and they have decided they no longer want to withdrawal my €40 and I must wait for 6Months when the self exclusion ends

Hi

1 screenshot shows email proof of account verification.

Email Dated 28th Nov 2.00pm (NZ Time)

1 screenshot shows proof of Self exclusion (dated after account verification).

Email Dated 29th Nov 4.09pm (NZ Time)

1 screenshot from Neteller account for proof of Deposit to Galaktika N.V. (Gizbo Casino).

2 screenshots from:

NOV 29th 6.20pm (NZ Time).

Live chat agent ensures me despite my account now being closed that my withdrawal will be processed.

This is proof I was Not excluded when I deposited, played, won money and requested a withdrawal. 

I requested a withdrawal prior to self excluding,

I was originally informed my withdrawal will be processed without issue even with my account being excluded.

Also,

3 Screenshots dated:

Nov 30th 2.30pm (NZ Time)

Live chat agent now informs me the withdrawal will no longer be processed and I need to wait 6-Months to request the withdrawal once again.

I find this needs to be looked into, a casino should never withhold a player's winnings that were won legitimately because they decide during the withdrawal process that it is safest to self exclude for a period of time.

Hello

I have contacted live chat again today

(DEC 1st)

I told them I followed all bonus terms.

They will not payout, and told me to look into T&C's 10.6:

10.6. In case of a repeated use of no deposit cumulative bonuses on the Company’s sites without making a cash deposit in the interval between using bonuses, the Casino reserves the right to ask the user to make a deposit equal to the wagered bonus funds on their balance at the time the withdrawal request is submitted (not less than 10 €), and ask to wager the deposit three times. If the user refuses to make a deposit, all received no deposit cumulative bonuses and all related winnings shall be deemed void.

I have then informed them, I have only claimed 1 NDB and this term is only referencing "Repeated use of No deposit cumulative bonuses".

Casino Gizbo has then told me -

'the "Administrator" can alter these T&C'.

I'm sure the administrator being able to alter terms like this would count as UNFAIR terms and Conditions.

The only Terms I see referencing a 'single' No Deposit sign up bonus is the rules in terms 10.2, and I followed those to a T.

I claimed 1 single no deposit bonus of 50 spins upon registration.

I won €4 and wagered it fully.

I had 40€ max win from this bonus after wager.

I deposited €10

I wagered the €10

I verified my account

I requested a €40 withdrawal

Terms 10.6 does not relate to a single NDB.

Live chat screenshots attached

Lastly

I thought I would ask 1 more important question today.

If I close my account permanently, could I then withdraw the balance I won.

They have informed me any cash balance won through bonuses must be withdrawn prior to permanent exclusion, otherwise the winnings become Void!!

This is another red flag,

Probably the worst!

I thought I should point this out so CasinoGuru is aware.

Players who win cash balances from bonuses cannot Withdraw the money if Self excluded!

That's right.. live chat has informed me of this aswell.

?

Hello Hiredblade,

Even if your account is excluded, this should not be a reason for the casino not to process your payout.

If you really did claim only 1 no deposit bonus, and even made a deposit, the casino should award your winnings.

I will now forward your complaint to my colleague Kubo ([email protected]) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear Hiredblade,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Gizbo Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Gizbo Casino,

Could you please provide a detailed explanation regarding the case, specifically the reasons behind the delay in the player's withdrawal request? Even if the player voluntarily self-excluded, their winnings earned prior to this request should still be honored. I would appreciate your perspective on this matter.

Thank you for your time and assistance!

Best Regards,

Kubo

Hello, dear player and Casino Guru representatives! After wagering the bonus, the player made a withdrawal request. It may take up to 2-3 hours for our specialists to approve the transaction and send it to the payment system. Based on the decision of the finance department, the transaction was sent for additional checking, which can take up to 72 hours, and the player was warned about this in the chat. This is a regular procedure by which we check if everything was legal and safe to protect the fair play and the players' data. The player was informed that after the checking, the withdrawal process will continue and even though he has set a self-exclusion, the funds will be able to come to his balance as the transaction was processed before self-exclusion. 

After the transaction passed the checking process, the funds returned to the balance, as the finance department requested to make a deposit equal to the balance amount and wagering x3, according to rule 10.6.4: "In case of a repeated use of no deposit cumulative bonuses on the Company’s sites without making a cash deposit in the interval between using bonuses, the Casino reserves the right to ask the user to make a deposit equal to the wagered bonus funds on their balance at the time the withdrawal request is submitted (not less than 1 000 ?), and ask to wager the deposit three times. If the user refuses to make a deposit, all received no deposit cumulative bonuses and all related winnings shall be deemed void". We reserve the right to request a player to take such actions, including to combat bonus hunters. For a successful withdrawal, the player will need to make a deposit and wagering. But since at the moment, he has restrictions on the account, it is necessary to wait for the termination of the self-exclusion period.

Best regards,

Gizbo Casino!

Oh my lord, can you not read your own terms CasinoGizbo!

Exactly what you stated:

"the finance department requested to make a deposit equal to the balance amount and wagering x3, according to rule 10.6.4: "In case of a repeated use of no deposit cumulative bonuses"

You see that part: "In case of a repeated use of no deposit cumulative bonuses"??

"Repeated use!?!"

I only claimed 1 No deposit bonus!

Claiming 1 NDB on sign up is not "Repeated Use"

Thus this term makes zero sense unless I decided to claim more than 1 bonus.

So with that being stated, perhaps learn your own terms & Conditions.

10.2.6 is the cashout term you should be following from a "Single' No Deposit Bonus":

"In order to withdraw funds received from wagering a bonus, your user account must be verified and you have to make a minimum deposit"

CasinoGuru I find this to be the casino just being pushy as they don't like the fact I closed the account.

But there are terms they have stated as I've mentioned since the start that should be warned about. I'm not sure how they were given such a high rating with these terms, that they don't even follow themselves.

Dear Gizbo Casino,

Thank you for your response. After reviewing the details and the player’s latest statement, I must respectfully stand by the player's position.

The player deposited €10 using their Neteller account, indicating that both their payment method and account were verified. The Rule 10.6.4 you referenced does not seem applicable in this case, as the player only claimed a single no-deposit bonus, with no repeated usage as alleged.

While it is commendable that your self-exclusion policy was promptly enforced and the account was deactivated immediately upon request, there does not appear to be any justification for withholding the player's funds. These funds were transferred to the real balance after the player fulfilled the bonus wagering requirements.

In light of this, I would strongly recommend releasing the player’s winnings in full, while maintaining the closure of their account as per their request.

Thank you for your attention to this matter. I look forward to your response.

Hello, dear player and Casino Guru representatives! Funds are not withheld due to lack of verification. After checking the transaction, our financial specialists asked the player to deposit and wagering x3, according to rule 10.6.4. We would like to point out the part that says "repeated use of no deposit cumulative bonuses on the Company’s sites". Information about the sites belonging to GALAKTIKA N.V. can be found freely available on the Internet. Previously, the player has repeatedly used no-deposit bonuses on the company's sites without making a deposit between them, it was this fact that prompted such action on the part of our finance department specialists. After wagering, the player will be able to apply for withdrawal without restrictions.

But due to the fact that the account is self-excluded, it will only be able to perform these actions after this restriction has expired.

Best regards,

Gizbo Casino!

Hi Casino Guru

In the case of Sister sites, this would make sense, but this was not clearly stated to me at any stage.

I mean, they have nearing a Dozen Sister sites, so over the years this is inevitable at times if you claim bonuses here and there.

If they had informed me of this term to include Sister sites I wouldn't have bothered to make a complaint,

I don't believe this would be worth fighting over, it's disappointing they didn't point this out earlier, rather than waste people's time.

Although I find it unfair of them to include other websites, there is nothing I believe they will do to pay out.

Understandable if you wish to close the complaint.

Thanks

Dear Gizbo Casino,

I must admit that this situation appears quite odd to me. It doesn’t seem to align with best practices for transparency and user experience. Do you truly expect players, who often play at multiple online casinos simultaneously, to independently research the sister casinos under your brand just to determine whether they qualify for an offered bonus?

That said, I would appreciate it if you could clarify the following dates:

• The date of the player’s €10 deposit
• The date of fulfilling the wagering requirement for the no-deposit bonus in question
• The date of the withdrawal request
• The date of the self-exclusion request
• The date when the self-exclusion was applied

Additionally, if the rule regarding consecutive no-deposit bonuses extends across all brands operated by GALAKTIKA N.V., does the same logic apply to self-exclusion? Is the player currently self-excluded from all your brands?

Thank you for your time and cooperation. I look forward to your detailed response.

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.

Hello, dear player and Casino Guru representatives! This information is for internal use only and may not be shared here, so we have provided the necessary details to your email address.  

Best regards,

Gizbo Casino!

Dear Gizbo Casino,

Thank you for providing the requested information regarding this case.

Dear Hiredblade,

Unfortunately, we are unable to assist further in this case. While the funds you won from the claimed bonus, after fulfilling the bonus wagering requirements, were successfully transferred to your real (withdrawable) balance, your withdrawal request was still pending additional verification. This is a standard procedure at all online casinos.

However, by submitting your self-exclusion request, you interrupted this process. The casino is not obligated to carry out payout verifications for accounts that have been restricted.

As a result, the only option available is for you to wait until the end of your self-exclusion period, at which point you will be able to receive your funds. Unfortunately, I must regretfully reject your complaint in this case.

Thank you for your understanding. I’m sorry I couldn’t provide a more favorable resolution. If you encounter any other issues with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here to assist you!

Best Regards,

Kubo