Gxmble Casino - A conta do jogador foi encerrada.

Dear ferii94,

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 to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

I deposited over €1000 and unfortunately lost most of it on the first day. The next day I managed to win €5000 in total. After that, I was asked to verify my identity, which I did immediately. I submitted all the required documents and waited patiently, but after more than 48 hours, my account was suddenly closed.

They claimed I violated their terms and conditions without specifying what exactly I did wrong. They said I registered through an affiliate link, but that shouldn’t be a reason to withhold my winnings. They promised a partial refund of €1690, which I’m still waiting to receive.

I feel scammed and very disappointed. I followed all the rules, and now my account is blacklisted without proper explanation. Be careful if you decide to play here.

Thank you for your reply, ferii94. I’m very sorry, but you haven’t answered all of my previous questions. Please check my first reply and try to assist. All requested information is essential if we wish to proceed with the case. Thank you in advance.

Hello, thank you for your time and for trying to help me.

1. I played slot machines and bet on online sports. All the winnings I won were won on slot machines.

2. Before I lost access, I did not pass the verification, I did not receive any link to verify myself, only when I wanted to withdraw my winnings.

3. I did not receive any bonus

Thank you very much for your reply, ferii94. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear ferii94,

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.

I sent you all the information and screenshots by email.

Thank you very much, ferii94, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) 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.

Hello ferii94,

I am so sorry to hear your account got blocked. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Gxmble Casino representative to join this conversation and participate in resolving this complaint.

Dear Gxmble Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

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 ferii94,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Anjouan Offshore Finance Authority (There is a complaints form directly below the license on the validator page) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (stefan.m@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Stefan, Casino.Guru