Gxmble Casino - A conta do jogador foi encerrada e os ganhos confiscados.

I am writing to file a complaint against Gxmble.io.

I deposited €250 and received a 200% welcome bonus, bringing my total balance to €750. I followed all terms and conditions strictly:

I only played allowed slot games

I respected the maximum bet rule

I completed the full wagering requirement

I did not use any VPN or attempt to hide my location

I acted in full good faith

After completing the wagering requirement and building my balance up to €598, I requested a withdrawal. Eleven days later, I received an email stating that my account had been closed due to a supposed violation of section 3.12 – which gives the casino the right to refuse players from certain jurisdictions "at their discretion".

This clause was never triggered at registration, deposit, or gameplay, and was only applied AFTER I completed the bonus and requested a withdrawal.

They refunded only my original deposit of €250, but are now withholding €348 in winnings, despite the fact that I played fully within the rules.

This is not just unfair, but predatory. If I was not allowed to play, the system should have blocked me at registration or deposit. Instead, they accepted my money, allowed me to complete all requirements, and then refused payout.

I request that:

My account be reopened so I can access my game history and balance

My full remaining balance of €598 be paid out

If Gxmble fails to resolve this fairly, I will continue sharing my experience across other platforms to warn future players.

Dear Semund,  

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

• When did you create your account, and when did you request a withdrawal?  
• Can you please advise via what affiliate you registered?
• Did you pass the verification before you lost access to the account?  
• Do I understand correctly that the casino claimed that your country was restricted from getting bonuses?  

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,

Natalia

Hi,

When did you create your account, and when did you request a withdrawal?

I created my account around early may, 2025, and I requested the withdrawal on May 12, 2025, after fully completing the bonus wagering requirements.

Can you please advise via what affiliate you registered?

Unfortunately, I don’t know the exact affiliate source. Or even if i clicked from an affilate, might have been from Casino Guru tbh.

Did you pass the verification before you lost access to the account?

Yes i passed the KYC 16th of may, took many days for them to confirm it. I passed KYC around a week before the account was closed. Account did get closed when they finally took a look at my withdraw request.

Do I understand correctly that the casino claimed that your country was restricted from getting bonuses?

Yes, that’s correct. After I completed the full wagering requirement, the casino claimed – referencing section 3.12 of their Terms – that they reserve the right to deny access to any player at their discretion. However, this was never communicated before or during my gameplay, and my country was not listed as restricted in their terms. They accepted my deposit, allowed me to play and complete all requirements, and only afterward denied the payout. I think they might use their final line under 3.12 to block my withdrawal: "We reserve the right to refuse customers from any other countries over and above the aforementioned jurisdictions at our own discretion."

Not sure that legal, cause my wager was fully completed, and they block my account. And only refund my deposit, not my winnings. They also stopped replying from email.

Also added proof of completed KYC under.

Thank you very much for your reply, Semund. Could you please forward all the relevant communication between you and the casino to natalia.b@casino.guru? Alternatively, you can post the screenshots here. Thank you in advance.

Hi just sent you all the relevant emails. Pretty much what i haven sent screenshots of so far.

They simply stopped responding as you can see.

Thank you very much, Semund, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@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, Semund,

I am sorry to hear about your unpleasant experience and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Casino Representative,

Could you please explain the player's situation and the casino's decision in more detail?

Based on all the gathered information and details/evidence from the user above, there is basically only 1 question.

Can the casino restore the user's account and the previously confiscated winnings, and/or pay out his disputed winnings in full?

If there is something essential/important that was not mentioned above but could change our position, please provide us with relevant clarification and supporting evidence. If needed, use my email (branislav.b@casino.guru).

Thank you.

What do we do if they don’t reply? They simply stopped replying as you saw in the emails that u forwarded.

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 Semund,

Unfortunately, since we have not received any response from the casino regarding the issue, we cannot continue resolving this complaint, and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

In case of any questions, do not hesitate to contact me at branislav.b@casino.guru.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.

Best regards,

Branislav, Casino.Guru