Gamba Casino - 플레이어의 자금이 압수됩니다.

Gamba is confiscating my entire balance claiming I exploited/abused because Pragmatic Play reported my account for card counting.

So it started with them accusing me of opposite betting to complete rollover requirements claiming that Pragmatic live had flagged my account for that. The only live game I had been playing was Blackjack so this obviously wasn't true. I had an active deposit bonus that I received from an email by them a few days earlier that I had completed 71% of before having all of my funds confiscated.

They asked the provider Pragmatic Play about more details regarding the flagging of my account and came back to me around 4 days later saying that my account was flagged for card counting and that the ban still stands and they're confiscating my full funds of 1600 usd. I repeteadly asked them for a proper explanation since I read the casinos terms and it did not prohibit card counting or even advantage play. They replied saying "you exploited and abused us. it's against tos". This is for counting cards which they are claiming is exploiting and abuse but no where in their own terms is this explained as exploiting/abuse.

The 1600 usd balance I have, also includes about 350 usd that I received from a wager leaderboard where I won 250 usd and 100 usd in tips I received from the streamer I am signed up under.

I asked a member of Casino Gurus team about this situation and she did not agree with the casinos decision to treat card counting as abuse and recommended I file a complaint.

I also think that the customer support were being unprofessional during our communication and I will send screenshots of my full conversations with the support in the next reply.

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Dear player,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Gamba Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• Could you please advise when you claimed a bonus and started wagering?  
• Were you playing a live blackjack game only?
• Was the casino first accusing you of opposite betting? Was the accusation later changed to card counting?
• Was your account verified?  

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,

Natalia

Hey,

Could you please advise when you claimed a bonus and started wagering?  

I claimed the bonus and started wagering on september 20th.

Were you playing a live blackjack game only?

I did play some slots aswell but the reporting came from Pragmatics live games where I only played blackjack. The only live game I played was blackjack.

Was the casino first accusing you of opposite betting? Was the accusation later changed to card counting?

Yes the accusation was later changed to card counting which they are still claiming is exploit/abuse.

Was your account verified?  

No, I was never asked to verify my account.

Thank you very much for your reply! Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post the screenshots here. Thank you in advance.

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Kubo ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear Jdawg1,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Gamba Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Gamba Casino,

Could you please provide a comprehensive explanation of this case, including the specific reasons behind the confiscation of the player's winnings? A detailed response will help us ensure a transparent and fair review of the situation.

Thank you in advance for your cooperation.

Best regards,

Kubo

Hey Gamba, I never denied that I was counting cards, I only denied the opposite betting accusation, which proved not to be true. I also never denied casinos right to block my account whenever they want, but that is not the same as having the right to confiscate my funds. I have not broken any clearly stated terms that would justify that action.

Dear Gamba Casino,

Thank you for your clarification. However, please note that a few lines of text allegedly provided by the game provider cannot be considered sufficient justification for your actions. I kindly ask you to provide more substantial evidence to support your allegations against this player.

At this point, it is not even clear whether the reason for the balance confiscation is the alleged opposite betting or card counting. Please share all relevant supporting evidence by sending it to my email at [email protected].

Thank you for your cooperation.

Details emailed

Dear Gamba Casino,

I’ve replied to your email with some additional inquiries and look forward to your response.

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.

Replied to email several days ago

Dear Jdawg1,

Could you please specify whether you have used any kind of assisting software to count cards during the gameplay?

Dear Kubo

No, I did not use any assisting software. I counted cards all in my head which is a skill-based strategy and not abuse or prohibited in Gamba casinos terms.

Dear Jdawg1,

Thank you for your clarification.

Dear Gamba Casino,

Thank you as well for providing the evidence. However, as I have already mentioned in my replies to your email, the material you submitted is not sufficient to justify the actions taken against this player.

The evidence related to the alleged opposite-betting violation does not even show the player in question - the player IDs differ from the one belonging to this account. Although the player admitted using a card-counting strategy, no proof has been provided demonstrating that the player used any additional software or external assistance. Only such software-based support would constitute a serious violation of your Terms & Conditions by giving the player an unfair advantage.

While we understand that online casinos must protect themselves from players attempting to gain an advantage through card counting in Blackjack or Baccarat, it is important to recognize that these techniques only minimally impact the house edge, can be identified early, and can be neutralized effectively (for example, by increasing shuffle frequency).

We would like to see online casinos treat card counters similarly to land-based casinos. In physical casinos, if a player is caught counting cards, they may receive a warning, be removed from the table, or be banned — but in all cases, they are allowed to keep their chips. For this reason, we believe that detecting card-counting strategies should generally not be grounds for voiding winnings, unless there is clear evidence of software-assisted play.

It appears that the provider’s suspicion may have been based simply on a routine review of game sessions in which isolated betting patterns were flagged. However, such findings alone do not constitute proof that a violation actually occurred.

Given these circumstances, we believe that, in this case, the confiscation of the player’s funds was unjustified and based on suspicion rather than concrete evidence. Unless further substantial proof is provided, we urge you to reconsider your decision and return the player’s confiscated winnings. If you wish to close the player’s account afterward, you are free to do so, but only after all rightful winnings have been paid.

Thank you, and we look forward to your response.